2GIG Go!Control and GC2, GC2e
Radio Not Responding or even Dual Path Communication Failure - Cellular indicate that your alarm panel’s cellular module is no longer communicating with Alarm.com. If your panel only uses cellular to communicate, then your panel is not being monitored and the issue should be addressed as soon as you can.
More often than not, this is a simple fix, but must be done locally. The first step in doing so is to completely power cycle your system, leaving it off for at least 2 minutes before powering it back up. This allows enough time for the module to sever its connection with the nearby cell tower, and reset the connection.
This process is identical for the 2GIG Go!Control and GC2. To begin:
- Disarm the System
- Unplug the Power Supply from the wall
- Open the panel and disconnect the internal battery
- Leave the panel completely off for at least 2 minutes
- During this time, check the module:
- Make sure it is seated properly
- Make sure the antenna are firmly connected and not touching any metal (or one another) when wall mounted. This can cause signaling issues.
- After 10 minutes minimum, plug in the battery and power supply
- After boot up, wait 5 minutes and check signal strength and/or run a cell test for resolution
- To do so, navigate to Installer Toolbox (lower right hand corner logo on home screen)> Enter the Installer Code > Radio Status
When troubleshooting, you may want to place your 24/7 professional monitoring account on Test Mode during this time to avoid any false dispatches.
If you have service through Surety, you can do this by calling monitoring operators directly at 855-348-0367 or from the Professional Monitoring tab in the System Manager section of your Surety account.
If the above steps do not resolve the condition, try the following steps:
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Enter system configuration. Begin and immediately cancel 3 walk tests in a row.
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After cancelling the third walk test, quickly run a cell phone test on the panel. This test will fail.
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Wait at least 10 minutes, then perform a second cell phone test. If this method is successful this second test should complete.