In a bind here… can’t arm our system and we are exposed tonight. I set up my Surety account here at home. Then I went to the shop because it said I needed access to the panel to run the cell test. So… off to the shop, but once there and I log back in to my Surety account, I get a page that says I need to log into Alarm.com with a temporary password, which I try to do, but it doesn’t do anything, just loops me back to the login screen. It says to try a cell test if I’m having issues, which I did, but still can’t get logged in after multiple attempts. I tried to reset the password but that doesn’t work either. I don’t see phone support for fast help in a pinch, so I’m hoping someone is around tonight to help, or otherwise we remain exposed for tonight.
I sent this to Surety in a private message, but not sure if they are around at this time of the evening… hoping maybe someone can help… thanks!
Sorry, we tried to make it easy with just a button press but if you get taken away from that screen, like it sounds like you did to run the cell test, then you won’t see it.
I get this message via email when I try to log in: Your control panel has not communicated with Alarm.com. A command has been sent to your panel to retrieve an up-to-date sensor list from your system. Please wait a few minutes and try to login again.
Been there and done that several times… it’s been a few hours now… not just a few minutes.
And yes… I see that screen, but clicking on LOGIN NOW TO ALARM.COM … takes me to the Alarm.com login. I enter my username and the temporary password, and it refreshes the page. Again… trying to reset password has been fruitless. I’m stuck in no man’s land right now.
Oh yes, now I see what you mean. Alarm.com is communicating with your cellular module successfully but it keeps trying and failing to get an equipment list (sensors, etc…) from the control panel. That would most likely be caused by the communicator not being successfully installed on the control panel. The communicator (cellular module) can talk to Alarm.com but it doesn’t look like it can talk to the control panel.
Hmmm… talked with the installer this evening and he advised out to send a test signal and we did. He asked me about all the lights showing up on the communicator and supposedly it is all good. I guess I’ll chat with him again tomorrow.
Is L1 (the red light) flashing at all? The number of flashes indicates the error number. If there are two or more errors at the same time, the errors flash one after the other. The LED stays off for at least 4 seconds between errors. It may take up to 10 minutes before L1 detects and flashes an error code.
If it’s flashing only once every 4-8 seconds, that means the module cannot communicate with the panel. The troubleshooting steps would be:
Verify section [382] option [5] is ON.
Verify panel software is version 1.11+.
Check the connectors (between the panel and communicator).
Power cycle the panel.
If the error persists, there may be an issue with the module or panel.
If it’s flashing 7 times, that means The module is not compatible with this panel type. Insert a compatible module.
The other error codes are related to cellular communication which I can see is working.
I remember the L1 red button flashing every few seconds maybe, the L2 would flash a few times… the L4 would light up and go out, and the L5 would flash. I’ll follow the troubleshooting procedure tomorrow and hopefully we can get it fixed. I was sure hoping it would be something I could get resolved from home, but doesn’t appear that way.
I think I see the issue. Now I’m seeing an error message that says:
Your installer code has not been validated. Signals (or alarm events) will not be sent.
That means we just need to validate your installer code. Normally customers do that at the panel itself but we can also send a command to do it remotely. Send us a PM with your installer code and we may be able to get it working remotely tonight.
It’s looking like we’re not going to do it remotely tonight. You can do locally at the panel by just navigating into and out of installer programming after you have run your cell test.
To enter Installer Programming:
Press [*][8] to enter programming.
Enter the installer code.
That should validate the installer code with the cellular module and shortly after that I think you will be able to log in to Alarm.com.
If running a system test is the same as a cell test… we did that ladt night. I have now entered and exited installer mode. Red light is still flashing on communicator.
How many times is L1 flashing in a row currently? It will flash a number of times, then turn off for 4+ seconds. Is it only one flash every 4 seconds or so?
Can you please provide a photo of the wiring terminals on the TL880LT communicator and the terminals at the alarm panel where it is wired?
It looks like the system has started communicating and we have received a manual phone test along with a couple activations of zone 11 on the panel. Are you able to login now?
Yes… got logged in today with no issues. Thank you for your assistance. Now I would like to get the users access to the Alarm.com app. I know that can download the app, but how do they setup their account to arm and disarm after I have given them access to the panel and created their code for them?
If you are creating additional Alarm.com logins, the email address you enter for the new user will receive a notification email with instructions on setting up their password. You would just enter their email and username.
