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If a client is having trouble arming, there are a few things to check.

First have them make sure that all of the doors, and windows are firmly shut, and no one is moving around inside.

Then have them clear the keypad (Usually with #, See specific panel manual)

Then enter the access code slowly.

If this does not work, ask when the last time the code was used to arm the system, If it has been a long time (or never), then it may have been changed, see if they can get a hold of someone who may have a different code.