ANI Technical Support FAQ
Below are answers to frequently asked questions for customers calling in about issues related to security alarm systems, fire alarm systems, doorbell cameras, or similar systems.
FAQs
What information do I need to provide when I contact ANI for technical support?
If you are experiencing an emergency situation, please call the monitoring center at 800-432-1429 immediately. For all other non-emergency requests, please email info to SERVICE@AKISHA.NET any time or call 713-840-7424 Monday through Friday 8 a.m. to 6 p.m. and have the following details ready:
- Customer Information: Full name, contact number, email, account/reference number (if applicable), and service address.
- System and Product Details: Type of system (security/home automation, fire alarm, video), brand and model, serial number (if applicable), warranty or service contract details, and installation/last maintenance date (if known).
What details about the issue should I explain during the call?
Please provide a clear description of the issue:
- What is not working? (e.g., camera feed not showing, low battery warning, system offline).
- When did the problem start?
- Were there any events that may have caused the issue (e.g., power outage, weather, software updates)?
- Is the problem constant or intermittent?
- Is the issue affecting one device or the entire system?
- Are there error messages, alarms, or light indicators (e.g., zone number/name, beeping sounds, LED lights, or screen prompts)?
Should I attempt troubleshooting before contacting support?
Yes, you can try the following basic troubleshooting steps:
- Power cycle the system.
- Check the power supply and internet connection for proper function.
- Change batteries in affected device(s)
- Re-enroll the affected device
- Bypass the affected zone(s)
- Reset the device or system.
If you have already tried troubleshooting, please share the results of those attempts.
How can I check if the issue is related to power or internet?
For systems relying on power or Wi-Fi:
- Verify the power supply is working and that no circuit breakers have tripped.
- Check your internet connection and router status.
- Confirm if other devices connected to the same network or power supply are functioning correctly.
What information about my environment or setup is important?
Please let us know the following:
- Is the device installed indoors or outdoors?
- Are there any recent changes to the environment, such as new routers, power cuts, or nearby construction work?
- Are there high-traffic areas where the issue may be more prominent?
How do I explain the urgency and impact of the issue?
To help us prioritize your issue, let us know:
- How critical the problem is (e.g., system completely down, security or fire safety compromised).
- If there are any immediate security or safety risks.
- Temporary mitigation solutions attempted have failed, need additional assistance.
What options are available for resolving my issue?
We offer:
- Remote troubleshooting: If applicable, a technician can send resolution instructions via email or text, guide you through steps over the phone, or remotely access the system.
- On-site support: Schedule a visit for a technician to inspect and resolve the issue in person.
Please let us know your availability and preferred method of communication (phone, email, or text).
Do you need information about previous issues or service history?
Yes, if you have experienced this issue before, sharing details can help us resolve the problem faster. Please provide:
- Previous case or service ticket numbers.
- Information on past technician visits or support attempts.
What if the issue cannot be resolved remotely?
If remote troubleshooting does not resolve the problem, we can schedule a technician for on-site assistance.
By providing these details, you help us ensure an accurate assessment and quick resolution of your system issue. If you have additional questions, feel free to contact us!
Contact Us Today
"*" indicates required fields
