FAQS

A list of questions and answers relating to safety and security solutions

Frequently Asked Questions (FAQ)

General Questions

Yes, please call us today for a free estimate at 702-570-6221 or request a quote online.

Yes, we accept credit card and you may also sign up for ACH straight from your checking account. Please do so by going to Online Bill Pay.

Alarm Systems

Shield has cellular communicators that would completely alleviate your need for a phoneline. However, if you are still using a traditional landline this may affect the system’s communication to our Alarm Response Center. Our alarm needs a way to communicate with our Alarm Response Center. If you’re thinking about switching and you are unsure how your alarm system communicates, you should call Shield Fire & Security to discuss your options. We want you to be fully informed before you make the switch.

Yes, some insurance companies provide up to a 20% discount on your homeowners insurance by having a security system. Please check with your insurance company for more information.

You can call Shield Fire & Security at 702-570-6221 or request a free quote online and we will contact you.

Shield can takeover most intrusion systems. In order to know for sure, a Shield security specialist will need to do a free evaluation of your system. Please call us at 702-570-6221 or request a free quote online.

There are many kinds of alarms. Please refer to your alarm’s manual. Check out our Product Manuals for a pdf version of your alarm manual. If your product manual is not listed or further assistance is needed please call Shield at 702-570-6221 and we would be happy to service you.

  • Check for faults. Make sure all your windows and doors are closed
  • Check your system for any faults or trouble conditions. Your keypad should indicate what zone it is having a problem with. You can bypass the zone in fault/trouble and try rearming. If you are unsure what the zone number means call the monitoring station at 1-888-866-7168.
  • If there isn’t a display on your keypad then check for power. The alarm will run off backup battery if there isn’t power, but if the battery dies then your system will not turn on.
  • If further assistance is needed please call Shield at 702-570-6221 and we would be happy to service you.

Shield Fire & Security has a flexible move program to fit your every need.

Find the option that works best for you:

  • Transfer your service to your new home
  •  Arrange for the incoming homeowner to take over your current system and agreement.
  • Transfer your agreement to someone else.
  • Pay off the remaining balance.

Try using Internet Explorer or Mozilla Firefox. Also make sure your web browser and java is up to date.

If further assistance is needed please call Shield at 702-570-6221 and we would be happy to service you.

Ensure you have internet on your phone. Total Connect shows you in real time when a system is disarmed/armed. Sometimes it can take up to a few minutes depending on the signal your panel is giving and the connection your phone has to the internet.

If further assistance is needed please call Shield at 702-570-6221 and we would be happy to service you.

Try using Internet Explorer or Mozilla Firefox. Also make sure your web browser and java is up to date.

Brivo

From the Setup dropdown menu, choose the Schedules tab then click on the New Schedule link. The New Schedule page displays.

Enter a brief, descriptive name in the Schedule Name field.

You can create schedules to be used by the entire account or by individual sites. If you want this schedule to apply only to a specific site, click that option on the Site dropdown list. Otherwise, accept the default, Universal.

For site-specific schedules, you can define this as a Group Enabled Schedule. When you select the site from the Site dropdown list, an Enabling Group dropdown list displays. Select an Enabling Group and enter an associated Grace Period. Refer to the Creating a Group Enabled Schedule section beginning on page 38 in the Administrator’s Manual or Brivo OnAir Help before assigning an Enabling Group to any Schedule.

WARNING: Group Enabled Schedules Group Enabled Schedules support Brivo OnAir’s First-Person-In and Supervisor-on-Site functionality. If you assign an enabling group to a schedule without first understanding how this feature works you may inadvertently create a security risk. Refer to the Creating a Group Enabled Schedule section before assigning an enabling group to any schedule.

How do I add a Holiday?

If any holidays have been defined for the account, they will be listed under Holidays Observed. Click the Add Holiday link to call up the holiday popup window. Select the holiday(s) that you want to be observed by this schedule and then click the Close Window link. If you wish to remove a holiday from the list, highlight the holiday in question and click the Remove link.

Draw blocks of time for which general access should be allowed.

To define an access period, click on a gray column, drag up or down with your cursor, then release. As you drag, portions of the column are highlighted, indicating a period during which general access is allowed. When you release your cursor, the block snaps to the nearest hour.

To extend an access period, highlight the gray area above or below the existing block. Make sure the new block touches the existing block. When you release your cursor, the blocks merge together.

To delete an access period, click once on the blue block to select the time period, and then click Delete Block.

To repeat an access period for the work week or the entire week, fill in the Monday column, and then click Copy Mon to Fri or Copy Mon to Sun.

Select Save Schedule to Save the Schedule.

For more advanced programming of Schedules such as Holidays and Schedule Exceptions, please refer to the Administrator’s Manual.

All Brivo panels retain a database of authorized credentials. If a panel should ever go offline due to an Internet outage for example, the panel will retain a specified number of credentials. The panel will also retain a specified range of activity.

Brivo offers a professional service for merging and splitting accounts. Please contact your Shield Fire & Security or customercare@brivo.com for instructions.

There are multiple reasons your card may not work after being added. Please check the following:

  • Has the card been assigned to a user?
  • Does the user have access to the door?
  • Are you receiving activity events from the panel?
  • If you have answered yes to the questions above, please refer to the activity log for a Failed Access message. If you are receiving a Failed Access message, contact Brivo Customer Care for assistance at 866.274.8648, option 3 or at customercare@brivo.com
  • What is required for a card to work on my Brivo account?
  • The card must either be in a recognized format or be enrolled using Brivo’s swipe-to-enroll feature.
  • The card must be assigned to a user.
  • The user must be assigned to a group.
  • The group must have access to the required doors during the required schedule.
  • The panel must receive an update from the server. This will take no more than five minutes.

You may use the Online Password Self Reset Tool or contact Brivo Customer Care at customercare@brivo.com or 866.274.8648, option 3

Brivo offers a professional service for merging and splitting accounts. Please contact Shield Fire & Security or customercare@brivo.com for instructions.

You should check to ensure that you assigned them to a group.  If so, please give us a call.

Not necessarily, the system is set to automatically obtain an IP address.  But please let us know when you are doing so, so we can stand by just in case.

Cameras

Visit: https://login.eagleeyenetworks.com/login.html?success=%2F click “Reset your password”. If the problem persists, give Shield a call at 702-570-6221 and we will be happy to assist you.

Ensure your internet is up and running. If the problem persists, give Shield a call at 702-570-6221 and we will be happy to assist you.

Yes, most NVR/DVR’s are set with static IP addresses.  Please give us a call in advance and we will work with you to ensure no loss of service.

Fire Alarms

We can provide the mandatory required monitoring of your sprinkler system. For more information, call us today at 702-570-6221 or request a free quote online.

There are many different factors that determine whether a fire alarm is required for your building. We are knowledgeable of all southern Nevada requirements please give us a call at 702-570-6221 for a comprehensive site specific needs assessment.