Twice recently someone in my house triggered an alarm. Both times when I rushed to disarm the alarm at panel, it was rebooting itself. The alarm tone only made noise for a split second before the reboot occurred.
I was unable to disarm from my alarm.com mobile app during this time and the monitoring station ended up calling.
Worse, though, because the audible alarm was so brief nobody else in my house even noticed and kept doing what they were doing.
Any suggestions?
I am using firmware rc0036_20240724. When I check for updates it says there are none. I’m not sure if this is actually the latest or because I’m using a manual updated firmware version due to a prior support issue.
Side question: the monitoring station cancelled my alarm when I only provided my name. Aren’t they supposed to ask for a passcode?
Twice recently someone in my house triggered an alarm. Both times when I rushed to disarm the alarm at panel, it was rebooting itself. The alarm tone only made noise for a split second before the reboot occurred.
It looks like these occurred on 5/18 and 5/17, is that correct?
The 5/17 one looks like a mobile command disarmed it within the dialer delay.
The 5/18 event does look odd on our end. The panel had a time when it was unreachable after the initial alarm and Alarm.com saw it as a possible crash and smash because of that. Makes sense if it was rebooting.
It shouldn’t be rebooting there of course.
Can you try updating to the latest version using the patch tag as described here:
Instructions in that post also cover using the access point option for firmware update.
Thanks! I was able to update via the patch tag and did a trial triggering the alarm on purpose and did not experience a reboot. So I guess I’ll assume it is resolved in the new firmware unless I have a re-occurrence.
On my other question - what is the expected information to provide to the monitoring station when they call during an alarm to have it treated as false alarm? I was expecting them to ask for a pin/passcode.
It reported as a crash and smash, the monitor station called and when I answered I said it was a false alarm. They asked only for my first and last name and then said thanks and hung up. Police were not dispatched and they never asked for my password.
Thank you for that information. Looking into this incident and working with the monitoring station to see what the issue was. I will follow up as soon as I have more info.
Well, I had a repeat of this situation again today. A door was opened with the alarm set, and the panel reported a pending alarm, made an audible siren for about a second and then crashed/rebooted. Any ideas? Pretty frustrating…
It sounds like not enough power is being provided when the system enters the alarm state.
Can you check the power voltage being provided by the power supply? To check voltage, can you swipe down from the main screen > Settings > Advanced Settings > Installer or Dealer Code > Systems Test > Input Voltage Test > Start test. What voltage do you receive? Good voltage is above 7V. Anything below can cause issued like the panel being rebooted.
Second, how far is the transformer from the panel and is there any splice points in between? What kind of wire is being used if you are not using the one provided with the panel?
I ran the test several times and it seems to fluctuate between 7.36V and 7.42V.
The transformer is using the included wire at full length. I haven’t replaced, shortened or spliced the wire. It’s about 10ft long, though I probably only need 3-4ft. I am guessing it doesn’t make much difference since the voltage is in range.
Based on Qolsys and the logs they received from the panel, it looks like it does perform the power reboot based on a power issue. It could be either the transformer and/or battery or hardware failure where the panel cannot distribute the correct amount of power causing the panel to reboot.
You could try replacing the battery followed by the transformer to see if there is any change. The transformer is likely not the issue as it is at a close distance using the provided cable but it could be the case where it is getting the correct voltage but not the correct amperage.