My 2gig go control panel have always worked great. I did upgrade my communication module to 4g and after a few months I’ve started noticing my 2 way was not working. If I test or even false alarm I had a delay in my response. I need someone to check on surety side and see if anything is not showing up.
So we can look into history, when was the last time you should have received a 2-Way voice call come over the panel but did not?
I had false alarm sometime in the last 2 weeks that I know of. I recently started receiving phone calls and the person from the monitor station would say we could not connect to your panel.
Thank you for following up, i do see an event on the 20th that was acknowledged on the back end.
Typically the first step in troubleshooting this is to power cycle the panel then test with operators. Has this been done?
Power down the panel completely once disarmed, transformer first, then the internal battery. Leave powered down for two minutes. Then reboot the panel, battery first then transformer.
After its been rebooted you’ll want to test 2-way voice with central station operators directly. Tell them you would like to place the panel in Two-Way Test Mode and then follow their instructions to test. Have you been able to try this? If so what was the result through testing?
I have not tried this. I’ll try it sometime today and follow up. Until then do you see anything else? What’s the odds of the panel going bad? I do have another panel but I had plans to install in another home.
While physical panel failure is always a possibility, its a small possibility and I do not believe it applies in this case based on trouble experienced and with no other issues occurring.
Troubleshooting via the above means should tell more.
I tried what you suggested. It did not work and central station could not connect for 2 way communication. I currently have firmware 1.17.0.3 and this could have been a bad version so i’m update that and see if it helps.
After updating the Firmware, calling central station and requesting 2-way voice test, were you able to complete a 2-Way call through testing?
This may be related to an ongoing issue with 2-Way voice and the cell carrier in use. I have forwarded your information on to the monitoring station for further review and will follow up as more information presents itself.
Updated to 1.19.3 called central station for 2 way test and there not able to connect. Everything else works perfectly just not letting central station connect to 2 way. Have anyone reported problems with 4g communication modules?
The last couple of tests it looks like the panel is being disarmed too quickly. If the panel is disarmed before the 2-way call request is completed , the 2-Way call will not come through.
You’ll want to retest (call monitoring station, place account on 2-Way test) then when instructed trigger the alarm. Do not disarm the panel and instead wait for operators to respond over 2-way.
I’ll try this. Thanks for replying.
We had false alarm today at 2:07 and monitoring station called over with 2way panel. Just curious what changed? We haven’t been about to use it for at least a year now.
Thank you for reaching out and apologies for the delay in response. No settings have changed and during this event and the last event (5/11/2020) panel signaling has been very good.
The interesting thing here is that similar to the last attempt at 2-way (5/11/2020) the panel was disarmed relatively quickly after the panel went into alarm. Typically, disarming the panel too quickly after the initial alarm can cause the 2-way call to fail.
Have you been able to test this feature? If possible, contact 24/7 operators and tell them you want to place the account in 2-way test mode (this is important, if you just place the account on test mode through the System Manager feature, operators will not attempt to reach out via 2-way).
When triggering the alarm, do not disarm the panel right away and instead wait for operators to come on over 2-way. If at all possible you will want to test this a couple times (you will need to wait at least ten minutes in between each test).
When testing, do they come on over 2-way?