I recently joined surety and while using alarm.com app, everything seems like buffering indefinitely. My communicator is connected to wired internet and cellular.
FYI, I have DSC Neo system.
Can you be more specific? What are you doing in the app? What are you expecting to happen and what is actually happening?
When I try to open anything from setting, e.g., users, report, automations, it doesn’t open anything. It just keeps buffering.
Moreover, I am also trying login to alarm.com from a web browser but couldn’t login. Same problem it keeps buffering.
Oh OK it’s showing the little spinner like it’s waiting for data to load?
Yes
Hmm. The app gets its data from Alarm.com’s server not directly from your panel. Your panel communication shouldn’t cause that. Is it still happening? Is your internet connection working reliably?
Yes, I have 500mbps internet and everything else is working perfectly fine. No issues with the internet at all. I signed up yesterday for surety and the problem seems to be since then.
It sounds like communication with an Alarm.com server might be getting blocked somehow. Does it work from a different internet connection?
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If you turn off wifi on your phone and just use cell data, is there any difference?
I did try to use my phone internet but there was no difference. However, since yesterday, I have noticed it has improved a bit. It still buffers but only for a couple of seconds, and then the page opens. Is that normal behavior?
There may be a second or two delay during the login process but I wouldn’t expect to see buffering each time a new page in the app is accessed.
Reboot the cell phone and try again both via Wi-Fi and via Cellular data. Any change?
I rebooted my phone, but still see the buffering. I also created a new login for my wife and she’s having the issue. Also tried going to an area with full 5G reception, but that doesn’t solve the problem.
It seems like issue is coming from alarm.com servers. They are slow in responding to any request from the app. I don’t know if someone else has even noticed this before.
Looking at a read only version of your account we are not seeing any lag in loading Alarm.com pages.
So that we can best assist and troubleshoot this with Alarm.com would you be able to email us a short screen capture of this occurring on the app pages?
support@suretyhome.com
I will make a screen video and send it over to support email. Thanks.
I just sent a video over email. Will you be able to see the issue?
Yes, I saw the video, thank you for sending that. The activity in the video appears normal. In the video, all the activity takes place in the settings menu. Various settings pages are being loaded like the Users page, Automation, Notifications, etc. Alarm.com is checking and loading your current users info, rules, notifications, etc. when you pull up those pages. There will be a second or so delay to load the data.
Awesome thanks, this is what I wanted to know if that’s normal behavior. Thanks for helping me.