Radio Not Responding or even Dual Path Communication Failure - Cellular indicates 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.
This process is identical for the Qolsys IQ Panel 2, IQ Panel 2+, and the IQ Panel 4. To begin:
- Navigate to Settings → Advanced Settings → Power Down
- Can use either the Dealer, Installer, or Master User Code
- Once the panel is off, unplug the Power Supply from the wall outlet.
- Open the panel and disconnect the internal battery
- Leave the panel completely off for at least 2 minutes
- After 2 minutes minimum, plug in the battery followed by the power supply
- Hold the button on the side of the panel down for 2-3 seconds to boot up.
- After boot up, wait 5 minutes and check signal strength and/or run a cell test to check for resolution.
- To check signal and run a cell test, navigate to: Settings → Advanced Settings > System Tests → Cellular Test
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.