Offline or Malfunction trouble condition indicates a device (is unable to properly communicate with the alarm system. There can be a variety of causes for this, steps to identify and resolve can be found in the below guide:
When troubleshooting, you may want to place your 24/7 professional monitoring account on Test Mode during troubleshooting to avoid any false dispatches.
You can do this by calling monitoring operators directly at 855-348-0367 or from the Test My System tab in the System Manager section of your Surety account.
If you continue to run into trouble, please let us know.