This week I installed the new cellular module I purchased from SuretyDIY and did a successful cell phone test. Now the system will not allow arm itself with the following message “Unable to arm panel due to Loss of Supervision of Receiver.” Any help will be appreciated. Thanks
During installation of the cellular module, did you remove or re-seat the silver transceiver brick?
It sounds like the transceiver is likely what is causing the issue. Try powering down your panel, transformer first, then battery, then remove and re-seat the transceiver (silver brick at the top right corner if you are swinging your panel down from a wall mount.)
The transceiver plugs in with two sets of pins, 5 and 3. Make sure both are lined up with the terminals and that all pins are inserted.
Re-inserted the transceiver. Still not working. Any other ideas as to what is causing the issue.
Seems the issue started after the cellular communicator was installed and the firmware update from VIVINT to SuretyDYI. Receiver does not read any of the wireless sensors around the house.
Did you perform any of the work removing and replacing module etc. while the panel was powered on?
What was the firmware version before the upgrade?
Could you post a top-down photo of the internals of the panel, primarily the transceiver?
It sounds like the panel is no longer getting a response from the transceiver. The silver brick transceiver is the part which communicates via RF to the wireless security sensors around the house. If a full power cycle or re-seating the transceiver does not resolve, it is likely to indicate a damaged transceiver since the panel does not recognize it is connected.
The XCVR2 transceiver can be found here.
Unable to arm panel due to Loss of Supervision of Receiver
Has the panel actually been switched and successfully re-provisioned over the Surety?
Vivint uses a custom 1.9.6 (or older) 2GIG firmware variant. The AR number (Account Receiver) is shown immediately upon accessing installer menu. If this is zeroed out/changed, before panel is re-provisioned, you will encounter loss of receiver supervision errors, and the panel will essentially become bricked/unusable.
Assuming this is what happened (and that the transceiver didn’t fail), have you tried the accessing installer via 2203?
Yes the panel has been switched and successfully re-provisioned over the Surety. I have been able to access the installer but not with 2203. Everything is working but it will not arm due to loss of supervision. I did break the box prior to the switch to Surety and used it without any monitoring.
TThe cell test was successful (screen logo “Vivint” was replaced).
In the installer menu the system will not read any of the wireless modules in test mode.
Then like Jason said, replace with a new 2GIG-XCVR2 module and see if that resolves your issue. if it doesn’t, then you may be looking at a panel replacement.
Hopefully I scorched the transceiver by accident. Have ordered a replacement. Appreciate everyone’s help.
Riven. Seems you are right. Received the new transceiver, installed it, and I am still receiving the loss of supervision message.
Have you tried a panel replacement yet?
Looks like I will be purchasing a new panel. I have no idea what’s happened to the panel. I followed the takeover instructions for a Vivint panel and used it as a noise maker for a couple of months. After purchasing the new cell modular, new transceiver, and having updated the firmware, still receiving loss of supervision error code. The unit has been completely unlocked from Vivint. My question now is whether a new panel will work with the existing door/window contacts?
What firmware version did you update from and what version did you go directly to?
It sounds like the panel board either can no longer power the transceiver, or can no longer communicate, which suggests to me that there is probably a short somewhere on the board if it is a physical issue. It may have happened if screw or screwdriver fell into panel while powered up, etc.
If a software issue, we have noticed a similar problem when updating from an older pre-1.10.1 version on a few panels where a 900mhz XCVR2 transceiver was no longer recognized (where the 900 mhz devices could no longer communicate, but sensors could) and this issue may be similar.
Unfortunately in those circumstances a panel replacement was necessary. 2GIG typically will only test more incremental updates (for example, from 1.13 to 1.14.01, or from 1.12 to 1.14.01) so it is a good idea to upgrade incrementally if your panel has a much older version.
A new 2GIG panel would be compatible with existing sensors.
Curious as to whether anything else was encountered or considered in this situation. It seems to be the exact thing I’m dealing with. Changed cell module this morning, eventually got everything booted up correctly and switched over to Surety, but started encountering the same loss of supervision issues shortly after. Lot of research on the forum, removed and reconnected the transceiver and that fixed it momentarily before reverting back to loss of supervision. Have reset to factory defaults at one point in hopes of that doing it but Of course it didn’t and can’t even add the sensors back to it now, either. Seems it is officially a brick and guessing from this post a new transceiver will result in the same result.
Worked fine for 6 months without monitored service before Vivint finally cut the signal. Now I can’t even use it strictly internal to the home or seemingly with any other service. Extremely disappointed by this having resulted from switching to Surety.
Worked fine for 6 months without monitored service before Vivint finally cut the signal. Now I can’t even use it strictly internal to the home or seemingly with any other service.
So you left the vivint cell module in it for the last 6 months? Do not do that. Remove any existing cell module immediately.
The way the Vivint panels are setup is that they use a custom variant of the 2GIG 1.9.6 (or older) firmware with at least two special features… (updating firmware does not remove those features usually unless panel is first unlocked, and Q configuration defaulted).
- Installer test with CS button
- AR account number tied to panel receiver for Vivint service.
The AR# is the first thing you see when you access installer menu/sys config on a Q44 unlocked Vivint GoControl panel. This acct # is the same as the one that is on the agreement contract. If this info is modified, deleted off panel, it will put the panel into a ‘loss of supervision of receiver’ error, and essentially brick the panel.
I will hazzard a guess, and say that if that AR account number of panel (receiver), is removed/modified by Vivint remotely (or if that AR# is purged on Vivint’s end, from say their server) it may brick the panel just the same as if it was done physically on the panel itself and then rebooted.
So we have the latest info:
It looks like the panel firmware was not updated from the prior provider’s firmware, is that correct?
Can you post an image of the alert you see at the panel regarding loss of supervision?
It looks like after the factory default you re-added a D/W sensor. Was this manually typed in or were you able to learn it?
Think this was to me?
Regarding the firmware, I can’t say for certain. Unfortunately, not in the home currently with the panel and won’t be for the next 2 weeks. I (thought I had) checked the firmware several months back before I ordered the new module from Surety and it appeared to be a recent enough version.
On the sensor, I didn’t succeed at getting it to relearn a new one. It’s listed but non-functional, after trying multiple sensors with no luck in any triggering a connection.
The explanation from Riven sounds reasonable and makes sense as I understand it, though obviously too late to “correct” my mistake if that is indeed the issue. Whoops. Unfortunately, I have not resided regularly in the home for some time due to being stationed elsewhere, am only home on occasional weekends, and understanding Surety is only “open” on weekdays, did not realize until recently I could create a create an acct w/ service and later connect the panel outside of operating hours. So yes, realizing we still had “service” to remotely control the system and receive notifications, I did indeed choose to leave it as-is for my wife’s benefit rather than replacing the module immediately and have no external function/monitoring.
Already have faced the fact we may be out of luck, and even if there’s something from the tech side to push to the system, we’re not there currently to add the sensors back and thus about useless anyway.
Regarding the firmware, I can’t say for certain. Unfortunately, not in the home currently with the panel and won’t be for the next 2 weeks. I (thought I had) checked the firmware several months back before I ordered the new module from Surety and it appeared to be a recent enough version.
1.9.6 is enough to use a new module, yes. We would just like to clarify whether you had flashed manufacturer’s firmware on the panel or if it was still using the prior provider’s variant. It sounds like the firmware was not changed.
The explanation from Riven sounds reasonable and makes sense as I understand it, though obviously too late to “correct” my mistake if that is indeed the issue.
When you do get a chance, can you check and report the value listed for AR# in programming? I understand the difficulty and frustration, we’re trying to check with the manufacturer whether any options exist if the problem is as Riven suggested.
It would also help to have an image of any error you see at the panel when arming/any error in history related to this issue.
Correct, that no firmware update was installed from our end. Appreciate the support, though I know we aren’t helping ourselves but nothing we can read from the panel till end of the month. If any solution can be found from the Surety side, we’ll happily wait it out and fix everything up again when we return.