Unusual Event Duration

Water Was Not Shut off due to alert resolving or you selected “Keep Water Running”

Solution: If you determined this alert is not a leak, you know the source of the alert, and you do not want to continue receiving this alert, you can lower the Sensitivity slider in the App to allow the device to run longer before an alert triggers.

Moen Smart Water Network App	Flo by Moen App
From the Apps Home Screen, scroll down to Devices, and select your Shutoff device.	Open the Flo by Moen App and tap on your Flo Shutoff device.
From your Shutoff device Settings	At the top right, select Device Settings
Scroll down to FloSense	Under ‘Advanced Features’ select FloSense
Adjust the Sensitivity Slider to receive less alerts This means you are telling Flo that the minimum threshold to alert you can be widened, thus sending you less alerts.	Adjust the Sensitivity Slider to receive less alerts

Moen Smart Water Network App

Flo by Moen App

From the Apps Home Screen, scroll down to Devices, and select your Shutoff device.

Open the Flo by Moen App and tap on your Flo Shutoff device.

From your Shutoff device Settings

At the top right, select Device Settings

Scroll down to FloSense

Under ‘Advanced Features’ select FloSense

Adjust the Sensitivity Slider to receive less alerts

This means you are telling Flo that the minimum threshold to alert you can be widened, thus sending you less alerts.

Adjust the Sensitivity Slider to receive less alerts

Water was Shutoff

FloSense will not learn this event because the water was shut off before the event could be completed. If it is determined the water shutoff was not a leak, take one of the following actions (listed in order of preference), depending on what is most convenient for you.

Action	Details	Steps
Select Keep Water Running (next time)	Next time the alert occurs: If it is determined the water shutoff is not a leak and you know the source, select “Keep Water Running” in the app next time this type of event occurs. This will prevent the shutoff from occurring and FloSense will be able to retrain with the entire event.
Set the sensitivity slider to a lower setting	The alert might be avoided by setting the sensitivity slider to a lower setting (possibly the lowest setting). Moving the slider to Less Sensitive means you will receive less alerts and the device will run longer before an alert triggers. Moving the slider to More Sensitive means you will receive more alerts and added protection.	See Water Was Not Shut off above in this article for step by step instructions on how to adjust the FloSense Sensitivity slider.
Put the device in Sleep mode (if it is a repeatable)	If the event is easily repeatable and predictable, you can put the device in Sleep mode prior to the event reoccurring so that FloSense will be able to learn about the entire event next time. NOTE: While the device is in Sleep Mode there will be no alerts and shutoffs. The device will not be protecting the home during this time.	Go to user.meetflo.com. At the top of the page, you can select Sleep mode. OR Go into the Moen Smart Water Network App and select Sleep mode Flo by Moen App: Tap on the mode selector at the top of the home screen and then tap on Sleep.
Put the device in Sleep mode (if it is a repeatable)	If the event is easily repeatable and predictable, you can put the device in Sleep mode prior to the event reoccurring so that FloSense will be able to learn about the entire event next time. NOTE: While the device is in Sleep Mode there will be no alerts and shutoffs. The device will not be protecting the home during this time.	Go to user.meetflo.com. At the top of the page, you can select Sleep mode. OR Go into the Moen Smart Water Network App and select Sleep mode Flo by Moen App: Tap on the mode selector at the top of the home screen and then tap on Sleep.
Setup a Manual override (if the event occurs on a known schedule)	If the event occurs on a known schedule, then setup a Manual override so that the alarms and shutoff will be disabled during that time while FloSense continues to learn these events.	See How To: Manual Ovrerride (insert article link)

Additional Troubleshooting:

Scenario	Solution
A new product was installed on the water line after the Flo Shutoff and is causing an Unusual Event Duration alert (ex: Water Filtration that runs 24/7)	Add a Manual Override for this event. See the article on Manual Override. (add link)
App is showing water usage, but you are unable to find the source.	If your app is currently indicating live water flow and something is running, walk around the house and look and listen for signs of water and visually inspect your faucets, shower heads and hose bibbs. Isolate your faucets, toilets, pool valves, ice makers, and other fixtures by closing their individual water supply lines. This means closing the angle stops for each fixture, one at a time. Can you hear running water from a toilet? Toilet flappers often wear and tear over time, and need to be replaced to ensure proper sealing. Do you have an Auto Pool Filler or Water Softener, those can trigger alerts. If there are 3 or more large appliances running at the same time, this can trigger an alert. If you see no movement on your city meter, but do see some water consumption on your app, it’s possible that your city feed may be flowing back and forth slightly - also known as "backflow." More information on backflow: https://solutions.moen.com/Smart_Water_Security_Products/Help_Center/FAQ's/Why_is_the_Flo_by_Moen_app_showing_water_consumption_when_my_meter_hasn't_shown_any_usage%3F.

Scenario

Solution

A new product was installed on the water line after the Flo Shutoff and is causing an Unusual Event Duration alert

(ex: Water Filtration that runs 24/7)

Add a Manual Override for this event. See the article on Manual Override. (add link)

App is showing water usage, but you are unable to find the source.

If your app is currently indicating live water flow and something is running, walk around the house and look and listen for signs of water and visually inspect your faucets, shower heads and hose bibbs. Isolate your faucets, toilets, pool valves, ice makers, and other fixtures by closing their individual water supply lines. This means closing the angle stops for each fixture, one at a time.

Can you hear running water from a toilet? Toilet flappers often wear and tear over time, and need to be replaced to ensure proper sealing.

Do you have an Auto Pool Filler or Water Softener, those can trigger alerts.

If there are 3 or more large appliances running at the same time, this can trigger an alert.
If you see no movement on your city meter, but do see some water consumption on your app, it’s possible that your city feed may be flowing back and forth slightly - also known as "backflow." More information on backflow: https://solutions.moen.com/Smart_Water_Security_Products/Help_Center/FAQ's/Why_is_the_Flo_by_Moen_app_showing_water_consumption_when_my_meter_hasn't_shown_any_usage%3F.