Security sensor
Alarm.com reports that a variety of sensors on your panel are in malfunction. The malfunction or offline trouble condition indicates the device is having trouble communicating with the panel.
If you trigger a sensor, does it report correct status to the panel?
I am showing that one PowerG sensor and all 319.5MHz sensors are reporting a malfunction. Are all 319.5MHz sensors on the system wireless, or are some wired and connected to a hardwired to wireless takeover module, like the Qolsys Hardwire 16?
General steps on how to resolve a sensor malfunction can be found here
Since a variety of sensors are reporting this issue, the first step to try would be to perform a power cycle of the system. To do so safely, see this guide:
After booting up the panel again, run a 319.5MHz daughter card test and check that it passes. To do so, navigate to Settings > Advanced Settings > Enter Installer Code > System Tests > Daughter Card Test. Does the card test pass?
After power cycling, activate the sensors, do the show the correct status when being triggered?
Additionally, your system’s firmware is out of date running version 4.4.1. The latest version is 4.6.1. Steps on how to update firmware for the panel can be found here:
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.
It’s better if u call me because its hard for me by email
All support through Surety is handled online, we are unable to provide support over the phone. However I am happy to assist you with any questions you might have here.
All sensors are not working what can I do
All are wireless sensors
Since a variety of sensors are reporting this issue, the first step to try would be to perform a power cycle of the system. To do so safely, see this guide:
After booting up the panel again, run a 319.5MHz daughter card test and check that it passes. To do so, navigate to Settings > Advanced Settings > Enter Installer Code > System Tests > Daughter Card Test. Does the card test pass?
After power cycling, activate the sensors, do the show the correct status when being triggered?
I already did that
Did the daughter card test pass?
If the test passes, try the following:
- Delete on of the sensors in malfunction from programming, like a Door/Window Contact.
- Reprogram the sensor using Auto-Learn Mode.
- Test Sensor by opening the cover to tamper. Does the tamper report at the panel?
- Test Sensor by opening/closing the door. Does it report correct status to the panel?
How do I do this
Yes
To delete a sensor from panel programming slide down from the top of the home screen to access to settings tray then select Settings > Advanced Settings > Enter your Installer Code > Installation > Devices > Security Sensors > Delete Sensor. Select the sensor you want to delete and click the Delete Button.
To pair the sensor select Settings > Advanced Settings > Enter your Installer Code > Installation > Devices > Security Sensors > Auto-Learn Sensor.
While the panel is listening, trip the sensor. The panel should confirm the sensor has been added and display the Sensor ID. Make sure the Sensor ID printed on the sensor and the Sensor ID shown on the screen match up.
In the below guide you can find programming for a variety of 319.5MHz sensors.
Additionally, most newer IQ Panel 4s have an external antenna for the 319.5MHz radio.
When packaged, the antenna is typically tucked inside the panel. Make sure this has been routed out the back of the panel and is not pinched by the back plate. If the panel is wall mounted, make sure the antenna is inside the wall but not touching any metal or other wires. See the setup guide for more information:
Be sure to fully power down the panel before checking the antenna wiring.