The other day I had a pending alarm event occur from my IQ Panel 4’s glass break sensor while I was out, and when opening up the Alarm.com app while it was in “alarm mode” I tried to pull up the automatically-taken image from the panel to see if there was anything going on. None of the panel images would load, they were all grey and I couldn’t get them up to see anything. The video streams from my cameras were loading fine, so I know I didn’t have a cellular network issue on my phone or anything like that. Because I saw nothing on my other 2 cameras, I decided to cancel the alarm. Immediately upon cancelling the alarm, all the panel images loaded instantly…
It’s pretty unhelpful to not be able to see those images when trying to assess whether to cancel an alarm and only afterward. It may have been a fluke, or it might be a bug, so I wanted to bring it up and see if there’s something I can do so this doesn’t happen next time I have an alarm reported.
P.S. the alarm was indeed false. I think it was caused by my nearby washing machine, which needs some new suspension (so it bangs around sometimes) and was running while I was out and the system was armed.
So that we can best assist and look into the event, can you confirm the date and time this particular event occurred?
When the panel was disarmed, were you able to view alarm triggered uploads or just a disarm-triggered upload from the panel?
Is this repeatable if you test another alarm? You can set professional monitoring on test mode in ADC or in our system manager here so that operators do not react to the alarm event when testing.
So that we can best assist and look into the event, can you confirm the date and time this particular event occurred?
Yes, it was at 8:14pm PT 8/2/24.
When the panel was disarmed, were you able to view alarm triggered uploads or just a disarm-triggered upload from the panel?
Yes, immediately after the panel was disarmed I was able to see the alarm-triggered images.
Is this repeatable if you test another alarm? You can set professional monitoring on test mode in ADC or in our system manager here so that operators do not react to the alarm event when testing.
Thank you for that information. Why the images showed gray in the app at that time, I cannot say. It could be communication related, either with the phone, or with the panel. Are the Video Cameras and the alarm panel connected to the same wi-fi network?