Panel 4 won’t connect to wifi and since it won’t connect to wifi I cannot update the software. Tried rebooting and turning on and off. We just moved into a new house with this system already installed. I have bought and paid for the subscription but now cannot get it set up. Please help I have tried everything.
I am showing that the panel has begun communicating and you have almost finalized the initial account set up process but have not logged in to Alarm.com through the Surety website. You will need to complete this step to finish account set up. To do so:
- Login to your Surety account: My Account - Surety
- Click System Manager
- In Step 3, click the blue “Login Now to Alarm.com” button. You may need to wait on step 2 “Connect My Panel” before the page navigates to step 3.
- From there, finish the Alarm.com login/setup instructions.
Pings to the system via Broadband are resolving at this time but I am showing a “Dual-Path Communication Failure - Cellular” trouble condition, indicating that the panel is not communicating over cellular at this time. Try sending a cellular test from the panel, does it resolve?
- To run a cell test, at the panel, navigate to Settings > Advanced Settings > System Tests > Cellular Test > Start
If the test does not resolve, power cycle the panel and leave it off for about 10 minutes before powering it back on. To do so safely, see this guide here:
I have already done this several times and it has not worked
I have already done this several times and it has not worked
To confirm, what has been done several times, finishing the login process, running a cell test from the panel, or power cycling the panel?
Are you getting a specific error message, if so, what is it?
Sorry, I have already logged into alarms.com and have the account set up. I have tried to run a cell test numerous times and have powered down the panel numerous times to get it to work. It says “ Waiting for CS response. Please wait…
Cellular radio test timed out. Please try again later For new installs, please verify an account has been created”
Looking at your account, the next step to take is updating the firmware on your alarm panel. It looks like you are using an IQ Hub correct? It reports being a Verizon model on firmware 3.1.0 currently.
Firmware version 3.1.1 contained Verizon network connectivity improvements. Version 3.1.4 is the final planned firmware version update released by Qolsys. I would recommend updating to that. I am copying Qolsys’ update instructions below:
Update Instructions:
1- Swipe down from the top of the screen and touch “Settings"
2- Touch “Advanced Settings”
3- Enter a valid installer code (default is 1111)
4- Touch “Upgrade Software”
5 -Touch “Patch Tag” and enter the patch iqpanel3.1.4 then touch OK
6- Touch “Upgrade Using Network” (panel must be connected to Wi-Fi). Update will download and install
7- Once complete touch “OK” to reboot the panel. DO NOT TOUCH THE SCREEN. The update process will take approximately 5 minutes. After the panel reboots the home screen will appear and the LED will turn green
Says unable to process my request (error code - 0)
Tried several times with the same error
Try just updating using the patch tag for 3.1.1 instead. iqpanel3.1.1 Do you see the same issue?
Yes, same issue
On the Home Screen it’s says “software update available” current version 3.1.0 new version available. I click and enter 1111 and then nothing happens. It doesn’t work
Checking back in here, really frustrating to pay for a service and then it not work when setting up.
I was able to ping the panel. I can try to push the update remotely if you’d like.
That would be great - thank you
We’ve triggered a firmware update. Allow about 20-30 minutes for this to complete. Your panel should be on 3.1.1 when complete and hopefully this resolves the cellular issue you are currently seeing.
Just checked - it’s showing the software is not updated. I tried again myself and still getting the same error. Also tried running a cellular test and it timed out again
Hmm, that is unusual that firmware updates are failing to start. We tried sending a second update but it also seems to have failed.
There is another option to update firmware. Can you try rebooting the panel (Settings > Advanced Settings > Reboot Panel) then try updating the firmware via access point. Instructions to do that are below:
- Download and save the needed software update files to your device (phone, tablet, computer). Click this link to download.
- Go to Settings/Advanced Settings/Upgrade Software on your panel then touch “Upgrade Using Access Point”.
- Scan the QR Code with your phone camera or manually connect to the Panel AP with the SSID and Password shown on the screen.
- Press “Start” to begin the local server session, then from your device scan the second QR code or navigate to the “https” site shown on the Panel screen.
- Follow the prompts on your device screen to select the correct files and transfer them to the Panel.