Loss of supervision at front door

Support
1

Front door showing Loss of Supervision error

2

Hello,

Records indicate the correct signal strength has lowered to 70% which is not optimal and may cause intermittent issues. Outlined below are the suggested signal strength and requirements for Video Devices:

  • Excellent: 79% and higher (recommended range)
  • Good: 78% through 66% (acceptable in some situations, but the connection might be intermittent)
  • Poor: 65% and lower (not recommended)

Do you have more than one access point which it may be connecting to at a lower signal strength?

For dual-band routers, verify that the 2.4 GHz and 5 GHz bands have separate SSIDs.

3

I have no idea. How can I check this?

4

How can I check this?

Are you referring to the multiple access points question? This would just depend on your local network setup. Do you just have the one router, or do you have additional access points?

However, just to clarify and make sure we are all on the same page, can you confirm where you saw this Loss of Supervision error? I am not seeing any supervision errors on the panel or on the door sensort labeled Front Door on the account.

Loss of supervision is how the error for sensors is worded on the 2GIG Panel, did you see this message on the alarm panel screen, or was it a trouble condition in your Alarm.com app?

5

I have a single router for the house.
It is showing on the 2GIG alarm panel screen.

I’m not able to set the alarm.

6

It is showing on the 2GIG alarm panel screen.

Ok thank you for clarifying, the router is not relevant then. The message is referencing the Front Door alarm sensor.

I am not seeing any trouble condition on our end for that sensor, but loss of supervision is a general status on sensors that means that the sensor is having trouble reaching the panel with status.

General steps to troubleshoot loss of supervision on sensors can be found in the link below. In your case the first thing I would try is replacing the battery on that sensor. You can double check that the sensor hasn’t experienced any damage then too. If you still have trouble, remove it from the door and bring it close to the panel, if it still does not work when close to the panel, the sensor may need replaced.