Alarm.com Geo-Service device in malfunction

How To
1

The Geo-Service device in malfunction trouble condition indicates the Alarm.com servers have not received a location report from the Geo-Device (usually a cellphone) for a 24 hour period.

Another common cause for a Geo-Service device malfunctioning is because the device may have been deleted but not completely removed from the account. The best way to clear a Geo-Service device malfunction is to completely remove the device from the account before attempting to reattach the device to the account.

It is recommended to remove Geo-Devices that are not active or currently in use on the account in order to avoid Geo-Service device malfunctions

How to resolve:

To clear the Geo-Service device in malfunction trouble condition:

Note: Clearing the Geo-Service device in malfunction trouble condition only clears the trouble condition once each time the following steps are taken.

Complete the following steps for all Geo-Devices that are in malfunction or no longer in use on the account:

  1. Log into the Alarm.com mobile app on the device in malfunction.
  2. Tap Menu.
  3. Tap App Settings.
  4. Tap Location Services.
  5. Tap the Location Services toggle switch to turn it off.
  6. Log out of the Customer app.
  7. Log into the Alarm.com Website.
  8. Click Settings.
  9. Click Places.
  10. If the malfunctioning or not in use device is listed in Manage Devices:
    • Click to select the desired device.
    • Click Trash Can Delete Icon to remove the Geo-Device from the account.
    • Click Ok.
  11. While staying logged into the Alarm.com Website, log into the mobile app on the desired Geo-Service device.
  12. Tap Menu.
  13. Tap App Settings.
  14. Tap Location Services.
  15. Tap the Location Services toggle switch to turn it on.
  16. On the Alarm.com Website, click to refresh the Places page or log back in if necessary.
  17. Verify the device is showing in the Places devices section.

To disable the malfunction report using the Customer Website:

If you do not want a malfunction report, you can turn off the report using the Alarm.com Website.

Note: This only applies to Android devices.

  1. Log into the Alarm.com Website.
  2. Click Settings.
  3. Click Places.
  4. In Manage Devices, click the name of the Geo-Device to be edited.
  5. Click to uncheck Report Malfunction if Device fails to check in for 24 hours.
  6. Click Save.