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 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, tap on Settings	At the top right, select Device Settings
Scroll down and tap on Shutoff Sensitivity	Under ‘Advanced Features’ select FloSense
Adjust the Shutoff Sensitivity 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 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, tap on Settings

At the top right, select Device Settings

Flo App_Device Settings.png

Scroll down and tap on Shutoff Sensitivity

Under ‘Advanced Features’ select FloSense

Adjust the Shutoff Sensitivity 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 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 Alert/Shutoff Sensitivity to a lower setting	The alert might be avoided by setting the Alert/Shutoff Sensitivity to a lower setting. Moen Smart Water Network App: Selecting Standard means the Flo Shutoff will only shut off water if there's a major, highly unusual water event and you will receive less alerts. Selecting Maximum means you will receive more more alerts and the device will only shut off your water at the first sign of abnormal activity, no matter how minor. Flo by Moen App: Moving the slider to Less Sensitive means you will receive less alerts. 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 the Alert/Shutoff Sensitivity
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 set up 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 Overrride

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	Add a Manual Override for this event. See the article on Manual Override
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: Why is the Flo by Moen app showing water consumption when my meter hasn't shown any usage?.

Scenario

Solution

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

Add a Manual Override for this event. See the article on Manual Override

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: Why is the Flo by Moen app showing water consumption when my meter hasn't shown any usage?.