Possible iq2 panel failure

Support
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1

I’ve been having intermittent sensor “offline” errors lately. Typically the entirety of my sensors. All eventually come back online.
Yesterday I have a group of 3 sensors go offline and never self restored. I attempted to shut down the panel via software. The panel froze.

I attempted a hard reset by holding the power button for 30 seconds with no response.

I then pulled the power and battery and then restored power. I get a red light then a flashing green light. The screen remains black.
Based on other posts in the forum this looks like a panel failure?
Any additional steps you can recommend?

2

I then pulled the power and battery and then restored power. I get a red light then a flashing green light. The screen remains black.

Just to clarify, did you leave the battery unplugged? Does the battery appear swollen?

3

I left the battery and AC plug disconnected for about an hour. Then reconnected both and attempted to power the panel back up— same issue with the blinking green LED and black screen.
The battery doesn’t look swollen.

4

Based on that description, the panel may be experiencing hardware failure.

To confirm, how is the panel being powered, by the included power supply and cable, or an existing cable run?

Are any of the wires loose?

5

Powered with the supplied factory power cable and transformer.

6

Is it possible to load programming data of the currently dead IQ2 panel into a new IQ4? I think at this point my only option is to order a replacement pabnel.

7

An IQ Panel 4 can receive a back up from an IQ Panel 2. You currently have an existing backup that was automatically created on February 20, 2025.

A backup/restore can be run to apply RF sensor programming, User Codes, and panel programming to the new panel. This process can be performed during normal business hours.

The process for the backup restore is as follows:

  • Run a backup (Existing one from February 20, 2025)
  • Once the new panel is received and you are ready to start the process:
    • Do not program the new panel
    • Power down the old panel power supply first, then internal battery
    • Private Messsage us with the new panel’s 15-digit IMEI number
  • We will send commands to begin the restoral process and confirm this has been sent.
    • The restoral can take 20-30 mintues. During this time, do not add any devices to the new panel or send any arming disarming commands or make any programming changes to the new panel.
    • You will know the process is nearing completion once the last of the sensors populates at the panel. Wait an additional 5 minutes or so for User codes to populate, if applicable.
8

Thanks for that info. So to clarify— should I power up the new panel before or after you start the restore? Just let me know at which step in the process to power up the new panel.

9

should I power up the new panel before or after you start the restore?

Both panels must be powered off when we make the swap and push the restore commands. We will message you and let you know when to turn on the new panel.

The reason for this is to avoid the backup getting overwritten by communication from the new panel when it connects.

10

Thanks. I’ll send a private message with the info from the new panel when received.

Does surety have support hours on the weekend now?

11

Yes, our support hours are:

8:30am - 7:00pm ET, Monday - Friday
10:00am - 2:00pm ET, Saturday & Sunday

12

Ive sent a private message with IMEI number,

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