This is actually the 2nd time this has happened but was slightly different.
The first time, I opened a window which is set to immediately sound the alarm - the alarm went off and I immediately closed the window out of instinct of negative reinforcement and the alarm turned off (this was less than 2 seconds) and went back to arm state. I want able to recreate the issue and just counted it as a software glitch.
This time, I opened the back door to let the dogs out in the morning and the timer is set to 30 seconds before the alarm sounds. The panel froze while I was entering the numbers (which it is always slow and laggy while entering the numbers) and I didn’t finish before the timer expired. The panel just went back to arm state.
So long story short, two sensors have been triggered but have gone back to arm state by just closing them - this doesn’t make me feel safe.
Also, my panel is always freezing up for a second or two while entering the pin.
I haven’t been able to recreate these issues but did take pics of the log from this last time to show that the sensors were triggered without an alarm.
The log shows:
*10:39PM - Arm Stay
*A variety of non-alarm safety sensors opening and closing (my toddlers room by the stairs)
*7:27AM - Sunroom Door Open
*7:27AM - Sunroom Door Closed
*7:27AM - Panel, Battery Plugged (I’m not sure what this means as we didn’t lose power at this time)
*7:30AM - Sunroom Door Open (at this point the alarm is still armed and I am trying to recreate, notice there still hasn’t been a disarm yet)
*7:30AM - Sunroom Door Closed
*7:31AM - Sunroom Door Timer Expired (Recreating wasn’t successful, panel acted as it should)
*Disarmed
Has anyone else had this issue? What is the warranty on the iQ Panel?
In addition to these issues, I had a zwave issue that I am very confident was an issue with the panel as well as the screen flickering when I enter the pin code.
Anyway, are there any software updates or fixes coming our way?
I haven’t been able to replicate this at all. I’ve sent the info to Qolsys to look into.
Did you get your panel through suretyDIY? Warranty is 1 year.
I have also not noticed any issue with disarming or the screen becoming unresponsive.
Curious, can you tell us roughly how long your power cable run is and what type of wire you are using?
Note the Zwave menu I do notice slow down. When pulling up the device list, the panel is polling your network for current status and runs a little slower, I was told a while ago this was being addressed in an upcoming patch.
I purchased the panel through SuretyDIY - It is close to its one year but I am not sure of the exact date.
In regards to the keypad freezing up, I have seen other complaints of it becoming “laggy” on these forums. When I say freezing up - I could also use the word laggy. It will pause for just a moment and not respond to what I typed in. So for example, if I type 1234 in at a consistent speed, it might skip the 2,3, or 4, but never the 1. The reason it skips this is because it freezes for just that 1 second.
This is probably the first time the panel was completely frozen and didn’t respond to anything for longer than just a second or two.
The power cable is ran approximately 15 ft and is shielded by some conduit (22AWG). When the screen flickers (occasionally) I thought it might be a power issue so I play around on the panel occasionally and haven’t been able to recreate the issue except when typing in the PIN.
In regards to the Zwave - right now I don’t have any complaints. Originally, I had 2 thermostats that worked great with the exception of my bedroom thermostat (farther away) occasionally not communicating but my hallway thermostat (15 ft line of sight) never losing communication with the panel. All of a sudden, neither of them worked for over 100 days (I only remember it was over 100 because my adc app always told me that they hadn’t been synced for over 1xx days lol. I purchased an extender and couldn’t get it to pair even 5 to 10 ft away from the panel. After not having time to troubleshoot for awhile, I noticed both thermostats updated in the ADC app after a couple months so I attempted to pair the extender again and it worked flawlessly on the first attempt after noticing that. I assumed there was some patch that was released that changed to for the better so quickly.
I hope I answered all of your questions, I believe I did
Believe it or not, I think you may be running into power related issues.
Voltage drop over 22AWG @ 15ft looks to bring the input voltage below what the panel officially requires. The panel may only be receiving borderline enough power. Could you replace that 22AWG with 18AWG or double the conductors?
The Qolsys only has a roughly 3-4% window for voltage drop from its power supply. It is inconsistent with the majority of panel manufacturers, so, often unexpected.
No problem. It doesn’t explain everything you are seeing, but it is something you will want to isolate, because a lack of power can cause a wide variety of issues.
From Qolsys regarding the disarm pin code freezes:
“Freezing during the disarm second pin is a known issue in version 1.4.3. The panel will do a recovery reboot and come back up in armed state a couple of minutes later. It may also explain other unusual behavior if the panel has not been rebooted for a long period of time. It is recommended to reboot the panel once or twice per month, and / or disable disarm photos to reduce the likelihood of the screen freezing on disarm. This issue has been fixed in version 1.5.1 coming soon.”
I replaced the power cables about 45 days ago and simply plugged the unit in to a much closer source using the cables that came with the unit.
The same issue just occurred. Last time I remotely disabled the unit from my phone and it appeared in the logs. This time, I opened the backdoor to let the dogs out - the keypad popped up to enter my code, I hit the first digit and the unit froze (this isnt unusual) so I waited a second (normally it unfreezes by now) and it didnt unfreeze so I ran to the other room to grab the 2nd panel (hopefully it doesnt go off and wake up my 3 yo and 5 month old) and start hitting disarm - secondary panel goes to a white screen that says it needs to be registered. By this time Im sure the alarm is about to go off. The countdown continued even though the rest of the panel was froze (like the actual number was changing each second) - the countdown ended and the panel never went off.
I touched the panel a few times to see if I could get it to respond, nothing. I went and let the dogs in and that sensor didnt trigger it again. I went to go grab my phone to take a video to show you guys but when I cam back the panel was restarting to DISARMED STATE.
I went to go take a picture of the logs and the crazy thing is that it shows I disarmed it from the bedrool panel first, before I opened the backdoor. This isnt what happened - in fact, at no point did I type in my PIN which the secondary panel requires you do.
At this point - I need Qolsys to issue a replacement because this simply not working the way it should. What is the best number to get in touch with them? Does Surety have someone they work with specifically so I do not need to go over all the topics I have created in this forum? or
Also, ever since this reboot, my secondary panel still shows that it needs to be registered. I will reregister itnwhen I get home from work today. The panel seems to be functional now but it will do this again before too long - three times since I have had it for barely over a year. One other time was exactly like this and the first time was a little different as mention in the first post.
Also, some history from the panel shows:
6:04 disarmed by secondary panel
6:06 panel battery plugged
6:07 sunroom door open (this was me letting the dogs in)
6:07 sunroom door closed
It never shows me letting the dogs out. At first I thought it was showing the sunroom door being open, shut, then open and shut again after the bedroom panel attempted to disarm but I forgot that it shows open and close as separate events so this was one occurence (letting the dogs back in)
This would explain why I thought it showed the 2nd panel disarming before I let the dogs out which wasnt the case. Additionally, I still never typed a pin in, and now my system is disarmed.
Just went to disarm and it froze after the first number being selected. I took a video this time.
I did disarm it from my phone and it said “remote disarmed” which is improvement because it didnt announce a disarm this morning when it verified my secondary panel without a pin.
Freezing during the disarm second pin is a known issue in version 1.4.3. The panel will do a recovery reboot and come back up in armed state a couple of minutes later. It may also explain other unusual behavior if the panel has not been rebooted for a long period of time. It is recommended to reboot the panel once or twice per month, and / or disable disarm photos to reduce the likelihood of the screen freezing on disarm. This issue has been fixed in version 1.5.1
Enter Settings - Installer Code - Installation - Upgrade Software - Upgrade using network.
When did the update come out? I will check it when I get home tonight.
It isnt standard for new software to come out and then the panel starts having issues so I still believe this is a hardware issue or deeper than something that can be cured from an update.
Occassional bugs should be fixed with updates but stuff like this should have been ironed out before release to the public.
Someone could have easily broke into my house last night or this morning - touched the panel to freeze it - and I would have had no idea. That is something that should not happen software update or not.
Jason, I always appreciated your responsiveness and these arent negative statements for you or surety. I am frustrated with my panel and wishing I would have gone with 2gig after all the issues I have had. I have seen others with similar issues.
On 4 different occassioms, my system has been disarmed without any pin or real logic associated with disarming it, all 4 times could have been someone who isnt supposed to be there and could have harmed my family. Those are just the 4 times I caught it, not including the times my non tech wife tried to explain what was going on
On 4 different occassioms, my system has been disarmed without any pin or real logic associated with disarming it, all 4 times could have been someone who isnt supposed to be there and could have harmed my family. Those are just the 4 times I caught it, not including the times my non tech wife tried to explain what was going on
I’m forwarding all the information you’ve provided here to Qolsys. I should hear back today regarding their recommendations.
I would say, yes, the issues you have presented are more extreme than I typically hear. I’m going to judge by the thoroughness of Qolsys’ response. They may suggest replacement themselves based on all the details you provided, although it does still seem like a software issue, and they will want to confirm that you have tested the update as it was intended to resolve the issue.
1.5.1 is not yet available for auto-download, but you can manually start it using upgrade using network.
Additionally, I still never typed a pin in, and now my system is disarmed.
Just so it’s clear, you never actually finished keying in (or going through the motions, since it froze) the rest of the code digits, correct? On the panel you only ever pressed the first digit?
My guess as to what is going on would correspond to Qolsys’ statement about the recovery reboot. It sounds like the panel software is crashing, (akin to a PC crash) and rebooting/recovering from the crash. Qolsys indicated it would recover to armed state, but it looks like that is the part that is not necessarily true.
It explains the activity of the secondary panel when you tried to use it instead. The panel was not communicating at all due to the crash/recovery.
I just got home and it did it again, my wife disarmed it from her phone so I wasn’t able to test it and the panel rebooted. Once it rebooted, I started the update.
To answer your question, I did not finish typing in my pin number - it froze up as soon as I hit the first digit and usually when it freeze I wait to hit the second digit or it will skip over one and I have to backspace.
After the update - It seems to be working fine. Very strange issue overall but I will say that I just armed it and disarmed it twice and I was able to type my pin in faster than I have in the past and I was able to do it both times.
After the update – It seems to be working fine. Very strange issue overall but I will say that I just armed it and disarmed it twice and I was able to type my pin in faster than I have in the past and I was able to do it both times.
We noticed an improvement in button recognition as well after update. Please let us know if you notice this issue reoccurring. The firmware update should resolve what you were seeing.
