Multiple erroneous event signals

Support
1

In the wee hours of the morning (5:04 am) I had 4 chimes go off (sensors closed). Two of these were outdoor powerG gate sensors and 2 were indoor powerG door sensors. I checked the cameras and verified no real activity.

All four were close events on power G sensors with no corresponding open event. These are the only powerG open/close sensors I have on my system.

I have a flag in camera view and there was no strong wind gusts or anything like that.

Any theories as to what may have happened? Likelihood of reoccurrence? Any way to mitigate?

2

Happy to get to the bottom of this. At first when I looked at them, their signal strength was reported as “No Signal” as though they had not communicated with the panel yet at all.

A strength check sent to the system returned a strong signal for all of them.

Just to verify, are those PowerG+ models of sensor? What are the model numbers of the 4?

If you open and close all of those sensors now, does the panel indicate the expected activity?

3

Thanks Jason,

Answers and more info below:

The two indoor sensors are PG9303.
The two outdoor sensors are PG9312.
All were recently purchased from Surety Home Security.
All are PowerG sensors (not sure about the “+”).
All work fine both before and after the 5 am close event
I dont have any other PowerG open/close sensors
No issues whatsoever with any of my 345 MHz open/close sensors (around 8 or so of these in service.

4

Thanks, I dug into the history and see that there is definitely no open signal in between the last prior close and the close signal around 5 AM for those sensors. It appears errant in Alarm.com history.

I do believe I see the likely cause however. Just shortly before the sensors reannounced closed, Alarm.com had completed an automated zone and user code sync, which makes sure that the values in ADC match the panel.

This looks like it was just a periodic automated check. Those closed events occurred during the tail end of that process.

Sensors shouldn’t announce anything during this process, but this may have been an unusual issue with their No Signal state.

I’m discussing with ADC to see if this is a previously identified issue or if they can provide any additional context.

5

Alarm.com is saying that it looks like the panel rebooted shortly before that, and that was the trigger for the sync and other events.

Just to be sure, are you using the included plug in power supply? How long is the power wire?

6

Thanks Jason. I am using the included plug in power supply. Also the backup battery is installed. The power wire is around 10 ft or so.

Are you showing voltage issues somewhere?

Edit to add: I saw the new release note on the forum this morning. Could an automatic update have been the trigger for the chain of events?

7

I saw the new release note on the forum this morning. Could an automatic update have been the trigger for the chain of events?

The firmware release notes from yesterday are for the IQ Pro panel, not the IQ Panel 5.

There was no update prior to the event, it looks like the panel rebooted due to local causes.

I do not see any particular indication of power problems, but the reboot may suggest it. If the wire is only 10 feet and you are using the included power supply then that shouldn’t be an issue.

One thing I would recommend is to power down the system and then wait a few minutes before powering back up. This will restart processes and potentially clear up software related causes.

Settings > Advanced Settings > Power Down.

8

Thanks Jason,

I did the power down. It came back up OK. The powerG open/close sensors registered a closed event on power up just like the 5 am events. Im going to assume this is a one time event. Ill let you know if it persists.