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Can I change the GEM-X255, GEM-P9600, or GEM-P3200 control panel Aux Relay into a dry Class C relay?

Answer:
Yes.  As shown in the diagram below, cut the jumper "A" to change the control panel Aux Relay into a dry Class C relay.
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Do I need to register a NAPCO Prima 'demo' unit?

Answer:
Yes, all Prima systems must be activated, including 'demo' units.  The Prima Super Panel must be activated on the www.NapcoComNet.com website to receive the latest firmware updates and to accept enrollments of sensors.  The Prima unit is...

To clear an alarm condition in my Prima system, is the Master passcode required?

Answer:
Yes, a Prima fire system in alarm requires a Master passcode to clear the alarm condition.  The Master passcode is required and cannot be changed in the system Settings.
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How do I use the NAPCO Prima PFOB Multi-Button Keyfob 'SOS' button?

Answer:
On the Prima PFOB Multi-Button Keyfob, shown below, to send an SOS signal you must press the red SOS button twice within 5 seconds.  Upon the first button press, the blue LED at the top will illuminate, then press the SOS button again to send...

My Prima system is connected through the cellular network only. What is my signal?

Answer:
If your Prima is connected through the cellular network only, the RSSI (Received Signal Strength Indicator) is displayed in the Prima Portal under SYSTEM.  The RSSI Level History is located near the bottom of the web page.  An acceptable...

What is an acceptable Wi-Fi signal level I can use when installing a Prima PCAM Indoor/Outdoor HD Camera?

Answer:
When looking at a Prima camera's Wi-Fi Signal Level and Wi-Fi Link Quality, it might be helpful to visualize these numbers using a number line:
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Can I use DL-Windows to add a User Code that will allow access through only one side of a double-sided door lock?

Answer:
Yes.  The double-sided stand-alone door locks provide controlled entry and controlled exit at locations such as airport security areas and police stations.  Both sides of the lock contain keypads, keyholes and levers.  To differentiate...

Does the Prima Video Doorbell work with a digital chime?

Answer:
The Prima video doorbell is only compatible with mechanical doorbell chimes.   Doorbell chimes with an integral speaker, (usually known as 'digital' or 'electronic' chimes) are not compatible with the Prima video doorbell.  

Is there a maximum number of stored video clips permitted with the Prima security system?

Answer:
The number of clips available per month depends on the plan selected.  For example, the number of clips available per month with the '2-Camera' plan:
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Can I use dial capture and dry contacts with a StarLink communicator at the same time?

Answer:
Yes!  You can use dial capture technology  (capturing alarms from the DACT connections to communicator Telco Primary and Secondary Jacks 1 & 2) and also capture alarms through the 4 supervised communicator inputs at the same time.
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How do I add the Prima PRETROFIT into the Prima Super Panel and adding 345MHz sensors?

Answer:
The PRETROFIT Translator Module is a wireless 345MHz to 433MHz translator that allows non-Prima sensors to be compatible with the NAPCO Prima Super Panel.  The PRETROFIT translates the non-Prima unencrypted 345Mhz signals into encrypted 433MHz...

How does the Prima Super Panel communicate?

Answer:
The Prima Super Panel is dual-path capable, primarily communicating through Wi-Fi with cellular available for emergency signal transmissions only. 
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How do I download and install the Prima App using my Android device?

Answer:
To download and install the app on an Android device:

How can I use the NAPCO Prima dealer portal website (www.NapcoPrima.Pro) to determine if a Prima security system is connected by Wi-Fi or by cellular?

Answer:
Access the Prima dealer portal website, go to System > Gateway Status, and reference the Hardware Type.  The example system shown below is connected by cellular (the Hardware Type is "LTE").
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Why am I unable to assign an account number to my new Prima account?

Answer:
If you have successfully assigned account numbers to Prima Super Panels in the past but are now seeing the screens similar to those shown below (in System > Options) that indicate, "This account is not currently monitored..." and "There are no...

How do I download and install the Prima app on my Apple iOS device?

Answer:
To download and install the Prima app on an Apple iOS device:

Why are my Prima alarm and panic signals not being received by my central station and are not appearing in the Prima portal event history?

Answer:
If your Prima alarm or panic signals are not being received by your CS and are not appearing in the event history in the NAPCO Prima dealer portal website (www.NapcoPrima.Pro), check the following Super Panel settings: 
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Must I create separate arm/disarm passcodes in the Prima app for each authorized Prima system user?

Answer:
No.  If multiple authorized users are using the same arm/disarm passcode, it is not necessary to create a separate passcode for each user. 
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Can my Prima Super Panel be used as a secondary hub with an existing Z-Wave home automation system?

Answer:
The Prima system was designed to be the main hub of your Z-Wave automation system.  It cannot be used as a secondary hub for an existing system.

Does my Prima Super Panel warn me if it is connected to a Wi-Fi network (SSID) but there is no active connection to the Internet?

Answer:
Yes.  If you see a symbol on a Prima Super Panel screen that looks like the symbol shown below, it means that although the Prima system is connected to a Wi-Fi network (SSID), there is no active connection to the Internet. 
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How do I configure the Prima Super Panel for Auto Arming and Auto Disarming?

Answer:

Select the Settings menu ("hamburger" icon) at the top left:
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In my Prima system, how do I change a sensor zone type?

Answer:
1.  In the Home screen, select the Settings menu ("hamburger" icon at the top left), then select Devices.
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How do I change a Prima account number after the Super Panel has previously been registered and activated?

Answer:
The following describes how to change the account number of a Super Panel after it has already been registered and activated.  Note:  All confidential information has been erased from the images that follow. 
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How do I change or turn off the Transmission Delay (Abort Delay) using my Prima Super Panel?

Answer:
The Transmission Delay (also called "Abort Delay") duration allows for the cancellation of the central station alarm report by the disarming of the Prima Super Panel before a report is sent.  If the delay period ends without disarming, an alarm...

Why do I receive Prima doorbell notifications but not my doorbell video feed?

Answer:
If your doorbell was successfully added to your Prima system and are receiving notifications but not video feed, ensure you have a Prima service plan that includes video, as follows: 
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My Prima Super Panel was deleted from the system in error (the message "WARNING No gateway entries exist" appears). How do I re-enter the previously added Super Panel (or add a new one)?

Answer:
The NAPCO Prima dealer portal website (www.NapcoPrima.Pro) allows you to add new (and delete existing) Prima Super Panels (called "gateways" in the website). 
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How do I silence the Prima Super Panel arming and disarming voice announcements?

Answer:
To silence your Prima Super Panel arming/disarming voice announcements:
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How does the NAPCO Prima panel handle 'smash and grab'?

Answer:
The Prima Super Panel Smash & Grab feature is designed to enhance the security of your premises by detecting unauthorized attempts to tamper with the security panel during an armed state.
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Where is the Prima Super Panel "Unit ID" displayed?

Answer:
A Unit ID is a unique identifier assigned to each Prima Super Panel.  It is displayed in the following locations:
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Is there a menu-driven method for rebooting my Prima Super Panel without removing the power source or backup battery?

Answer:
Yes, to reboot your Prima Super Panel without removing the power source and backup battery, use the following menu-driven reboot method: 
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How do I reset my NAPCO Prima Super Panel back to its original factory settings?

Answer:
If you need to reset your Prima Super Panel back to its factory default condition, proceed as follows, but be aware that resetting will completely remove all settings, sensors, devices, and monitoring settings.  
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What are the available Prima communication methods?

Answer:
The Prima Super Panel features dual-path capability:  Wi-Fi serves as the main pathway, with cellular connectivity reserved solely for emergency backup signal transmission.  It is recommended not to operate the Prima solely with cellular...

How do I set up a new Prima security system?

Answer:

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Is an IP receiver needed to program a dual path StarLink communicator for reporting over a network (for primary) and cell (for back up)?

Answer:
No.  Network reporting is not required to program an IP receiver.  In addition, network reporting only exists between the communicator and the NOC (before the report is transferred to the central station). 

Is there a wiring and programming method to allow my FACP to use its two telephone connections (primary and secondary) for supervision and central station reporting through the StarLink SLE-MAXVI-FIRE communicator?

Answer:
Yes, by removing the JP2 shunt and enabling the feature "Tip/Ring Wiring Fault Report", when any communicator trouble is detected, the StarLink communicator will remove voltage from the secondary telephone output, triggering the FACP to locally...

How do I set up the Master User in my Prima security system?

Answer:
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Do StarLink Fire communicators reporting to an IP receiver (NAPCO VIP, Sur-Gard or Bosch IP receivers) have the option to report a Test Timer when using communicator inputs with the communicator NOT connected to a fire control panel with a DACT?

Answer:
Yes.  To have a StarLink Fire communicator report an IP Test Timer, log into the NAPCO NOC website (www.NapcoNOC.com), enter the Primary IP address and a backup IP (or telephone number), then select Save. After saving, the CS Test Timer tab will...

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