What to do when your installer disappears

1. Don't reset anything

A factory reset, or letting someone without experience "try things", can wipe programming that could otherwise be recovered. If the system is partly working, leave it as it is until it has been assessed.

2. Gather what you have

• Any documents, invoices or handover notes from the original installer.
• App logins and the email address the system accounts were registered to.
• Photos of the equipment rack, distribution board and any device labels or model numbers.
• Access details for the internet router and the home network.
• A list of what no longer works, and when it started.

3. Find out which system you have

The brand name on keypads, touch panels or the app usually tells you: KNX, Control4, Crestron, RTI, Savant or another platform. Each one is recovered differently.

4. Understand what can be recovered

• KNX: the key is the ETS project file. If the installer handed it over, a new integrator can continue exactly where they left off. Without it, the programming usually has to be rebuilt, at least in part.
• Control4: systems are linked to a dealer account. A new authorised dealer can request access to your system, back it up and take over support.
• Crestron, RTI and Savant: the programming lives in project files the installer created. If they are not available, an experienced programmer can often rebuild the programming around the existing equipment.

5. Keep the equipment that is still sound

A system that stops responding rarely needs to be replaced. In most cases the right approach is an audit of what is installed, recovering or rebuilding the programming, and replacing only what has genuinely failed.

6. Avoid it happening again

Whoever takes over, ask for the project files to be handed over and kept up to date. On KNX projects we always hand over the full ETS project file.

We take over and support systems installed by other companies, including KNX, Control4, Crestron, RTI and Savant.

This guide is general information. Every property is different: for advice on yours, talk to us.