How To Resolve a Radio Not Responding Trouble Condition 2GIG Go!Control, 2GIG GC2, 2GIG GC3, and 2GIG Edge

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:

  • Enter system configuration. Begin and immediately cancel 3 walk tests in a row.

  • After cancelling the third walk test, quickly run a cell phone test on the panel. This test will fail.

  • Wait at least 10 minutes, then perform a second cell phone test. If this method is successful this second test should complete.

2GIG GC3 and GC3e

To begin:

  • Disarm the System
  • Unplug the Power Supply from the wall
  • Open the panel and disconnect the internal battery
  • Remove the cell sled, then re-insert. You should feel a slight click once inserted all the way.
  • 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 System Settings > Enter Installer Code > Installer Toolbox > 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.

2GIG EDGE

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
  • 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 Settings > Enter Installer Code > System Tests > Cell Radio Test and 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