I recently purchased a home that came with a 2GIG panel and alarm.com cameras and a few days ago signed up for Surety. Before I signed up with Surety I was getting chimes and alerts when sensors were triggered, but as soon as I did the cell test to activate the surety supervision those sensors stopped triggering and now i’m completely unable to arm the panel because of an error: ‘loss of supervision of receiver.’
I have not touched the panel hardware at all so it should not be related to hardware failure (or at least, not anything I caused).
Loss of Supervision of Receiver on a 2GIG GC2 means a specific issue, the panel is unable to communicate with the sensor transceiver in the panel.
as soon as I did the cell test to activate the surety supervision those sensors stopped triggering and now i’m completely unable to arm the panel because of an error: ‘loss of supervision of receiver.’
To clarify and help get to the bottom of the issue, the alarm history shows the panel began communicating prior to the cell test I think you are referencing. The account shows as being activated on 9/8, (the panel began communicating on the account at 9:34pm on 9/8/2024) and sensors were reporting normal status to your Surety account and activity opening and closing until 9/10/2024 when the module malfunction event occurred.
The last sensor status update was an open event from the sensor labeled “Rear Door” which is still showing open from that event at 10:20 am on 9/10/2024
I do see about 2 minutes after the module malfunction event a manual cell test was run at the panel.
Was the panel opened during that time at all? If not that may suggest components could be loose inside.
Power down the system, unplug the transformer, then open the panel and unplug the battery. Reseat the silver transceiver and be sure its pins are all firmly inserted. A loose pin connection can cause failures. Is the cell card held down by set screws? Would you mind adding a photo of the interior of the panel in reply?
After removing and reseating the transceiver, plug in the backup battery, then close up the panel. Finally, plug in the power supply. After it boots up, wait a few minutes and test sensors. Any luck?
What is the current firmware version reported on the panel?
Also, in addition to the current firmware version, do you happen to know who the prior service provider was for that panel?
Here is an old post referencing a specific circumstance that might come up but it would only be potentially relevant to one provider. It also wouldn’t really make sense in this case considering the sensors were reporting activity for a while, and all the initial sync communication had already occurred.
It looks like the transceiver likely actually stopped working around the time that rear door was opened at 10:20am unless that door was actually left open for a couple hours. Supervision later caught the failure.
The previous service provider was Shortino and Sons Security (a small local provider that the previous home owner used)
I did activate my surety account on 9/8 but it took me until 9/10 to get the installer code from the previous service provider so I could change the user passcodes. 9/10 is when I ran the cell test because it took me 2 days to get the codes to access the panel to run the test
I will try to reset the hardware manually as you recommended.
1.19.4 is the latest version, updating is an option to see if that has an impact.
The previous service provider was Shortino and Sons Security (a small local provider that the previous home owner used)
Thanks for confirming, that would not have an impact on this.
I did activate my surety account on 9/8 but it took me until 9/10 to get the installer code from the previous service provider so I could change the user passcodes. 9/10 is when I ran the cell test because it took me 2 days to get the codes to access the panel to run the test
Yeah according to history in the account the panel started responding to Alarm.com without the cell test about 5 minutes after the account was created. The receiver malfunction looks like it probably happened about 2 hours before the cell test.
Hi, so I think i’m going to need some on-site support on this. I have no idea how the unit was installed originally and it looks like all the electrical components are internal in the wall. There is no traditional plug on the inside of the unit to unplug it, it’s just wires. Is there any option for technician visits through Surety?
Surety is a DIY service provider, we do not offer on site maintenance. The wiring for panel power is often routed through the wall, but the 2GIG panel uses a low voltage plug-in 14VDC transformer. The transformer looks like the image below:
It is often run into a basement or utility room and plugged in there. Basements are the most common location for the transformer.
It may be plugged into an outlet near the main electrical panel, but they are sometimes just run to the nearest convenient outlet from where the 2GIG Panel is found, depending on the original installer.
Ok I found the plug for the panel - it was where you suggested it would be thank you!
I restarted the system and still getting the radio transmission issue. It’s not getting that any of the sensors are triggering. Including a photo of the inside of the panel
Did you remove and reseat the transceiver? That is the silver colored brick in the top right in your image of the panel. It has the label that reads firmware v6.
Power the panel down completely, disconnect that internal battery pack too. Then remove the transceiver and reinstall it.
Just did that and it’s still giving me the same issue. The sensors were triggering up until 9/10 which is when I got access to the panel via the installer code from the previous monitoring company. It seems unlikely there was a hardware failure the same day.
It seems unlikely there was a hardware failure the same day.
Unfortunately that’s looking like the issue. There has been no software update, the firmware is reporting the same as when the system first connected, and the system had no changes in between the sensors functioning and then abruply stopping. It looks like the failure occurred about 2 hours prior to your manual cell test.
Before recommending replacement of the XCVR transceiver, we can try an OTA firmware update to the latest version.
There are risks with a 2GIG OTA. The panel needs to remain powered during the update otherwise damage can occur. OTA cellular based updates can take 1-12 hours depending on the panel, the version being applied, and cellular connection quality.
Would you like me to try running that OTA to 1.19.4 ?
