ADC not seeing panel upgrade

Support
1

I think my IQ Panel 2 basically got hit with a surge and lost its radios. Therefore, I upgraded my panel from an IQ Panel 2 to an IQ Pro and assumed that I needed to do a manual swap since my old panel hasn’t been working.

I did the swap as instructed by updating the IMEI Module/Panel and I get the following error message:
It looks like your alarm system may be having communication troubles with Alarm.com. Please visit the support site for assistance with troubleshooting!

I tried running another cellular test, which passed.

I’ve run a I tried submitting my IMEI again, but it gave me an error.

Any ideas on what the issue might be?

Thanks!

2

Will you please send us the IMEI number by sending us a private message or by email at support@suretyhome.com?

3

Thank you. I received your message with the IMEI number.

I don’t see any issues with the number on our end. Would you like us to swap the module on our end?

4

Yes, that would be great. Thanks!

5

The module swap has been submitted. Please allow 5 minutes for changes to take effect.

When purchasing a new system from our store, a new subscription is added that includes a complimentary month of service.

One has been created for you but is not currently in use. Would you like us to remove the newly created subscription and add the complimentary month to your current subscription?

6

No, I still need to return that system. I wanted the IQ Pro in metal enclosure and didn’t realize that the ones you stock were plastic.

Thanks!

7

Come to think of it, I probably need you to cancel that subscription.

8

Come to think of it, I probably need you to cancel that subscription.

I’ve sent a private message regarding this. Let us know if you have any other questions.