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.