In ADT Alarm systems such as the Galaxy series, you may get an error message on the panel that reads “Engineer Reset Required”. It basically means that the system has encountered an error that requires an ADT technician to fix it.
But, do you really need a technician from ADT to bypass or fix this problem? Well, maybe you do, however, before calling ADT it’s better to troubleshoot the issue yourself and see if you are able to fix it.
Keep in mind that “Engineer Reset Required” message may cause the alarm system not to work properly (and your security system will be compromised). It’s crucial to have it corrected as soon as possible.
ADT Alarm shows “ENGINEER RESET REQUIRED”
As we mentioned earlier, “Engineer Reset Required” is an error message that shows up on ADT’s Galaxy Alarm series. Normally, it indicates a serious problem with the system such as malfunctioning of the internal components and misconfigurations that require an ADT specialist to address it. Sometimes the error may be on ADT’s side, and not on your system.
The ADT Galaxy user manual explains the message as “Certain types of alarms require an engineer to visit the site and, after investigation, reset the system.”
Can you bypass this message?
To resolve the issue or erase the message, you’ll need to enter the engineer’s password which is not available online and only the ADT support team have access to it. Moreover, once you get this message on the screen, the alarm system will not be functional even if you enter your regular master code.
Some users try to bypass this error by disabling parts of the alarm system such as removing the sensor. This is a complicated process that may void the warranty on the system, and it breaches the contract with ADT.
Does ADT charge for a Service Request?
If you see this message (ADT Alarm Engineer Reset Required), ADT will not charge anything for sending a technician to address the issue.
Maintenance is included in the contract and the subscription model; However, you’ll be charged if you try to fix the issue by tampering with the system which is considered a warranty violation.
If the system is modified by an intruder (evidenced by a police report), then it’s not considered breach of the contract and ADT will send out a technician to bring the system online and will not charge the user.
How to contact ADT about Engineer Reset Required issue
The easy way to solace this is contacting ADT and scheduling an appointment. A technician will stop by in a few days, check the system and repair any problems.
You can schedule an appointment online
Login to MyADT.com using your account. Once logged in:
- Go to the “My Account” tab.
- Click “Service Appointment”.
In this section you should be able to schedule a date with a technician. Additionally, you can come back to this tab and reschedule the appointment, or make other changes.
Usually, the portal will not give you an estimation how long the visit will last because it depends on the severity of the issue. On the date of the appointment, the technician will give you a phone call half an hour before arriving at the job site.
Call the ADT Customer Support
Another way to schedule an appointment is by calling the ADT customer service line on (800) 587-4198. The rep needs the system’s information, verified ownership, the password, the location and the phone number. Then they’ll tell you the available date and time slots.
How to fix ADT Engineer Reset Required Error Message
There are some troubleshooting tips that you can do yourself and try to fix the message “Engineer Reset Required”, although it’s always to set an appointment with ADT and have a technician fix it for you (since you won’t even get charged). Try the following suggestions:
Power cycle the system
If there’s no power source, there’s no error. Power off the ADT alarm system by unplugging the unit from the power outlet.
You may need to cut off the batteries as well, since the system is designed to run on batteries when the power is disconnecting. Power it back on after 2 min and follow the on-screen prompts.
Try entering your master code
It has been reported that sometimes the error message goes aways when entering your own password. If you get the engineer message, hit the back button and enter your password. Let the system refresh and see if the error goes away.
Check the main components
- Check the sensors. It’s possible that something is triggering the sensors without any real reasons. Inspect the sensors on doors, windows, thresholds and see if they are blocked by something such as debris are other obstacles.
- Check the app. Open up the MyADT phone app and see what comes on the screen. Usually you should see the error message, further instructions or options to silence the errors. Additionally, ensure the app and the phone itself are updated to the latest versions.
- Check your MyADT account. Logging via the web browser on your MyADT.com account and see if something is suggested over there. While the app is limited, the ADT online portal offers extra troubleshooting tips and other notifications such as alerts if the whole ADT is down, server outage, malfunctions, etc.
Most of the time when you get an “Engineer Reset Required” message on your ADT Alarm panel, you need to call in a technician. However, before doing so, you can follow the instructions on this guide and maybe you can solve it without waiting for a technician.