Radio not Connecting 2GIG GC2

Support
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1

Hi,

We’ve had a 2GIG GC2 for everal years. I setup two key fobs for the system last night. I got an alert early this morning that the system’s radio is not connected. There are also now no cellphone or radio test options to test in the configuration settings either, which is new. Any advice?

2

Radio not responding indicates the panel’s cellular module is not communicating with Alarm.com.

Steps on how to troubleshoot this issue can be found here:

3

Hello! I
have tried the above steps and checked connection to the cell radio module but still no luck getting a cell test option or radio status option to populate. Tried full power disconnect for 10 minutes and walking test cancellations: No cellphone test option. Spaced are blank on the menu.

It was working fine and I didn’t open the unit yesterday (says stopped communicating around 7 which is when I programmed the keyfobs) so there wasn’t any physical damage to the cell radio module. Firmware is v 1.19.1 PRODUCTION.

4

If the option to run a cell test is not in the menu, that means that the panel cannot see a cell module is connected.

On the GC2, that would indicate one of a few things:

  1. Is this a new cell module? The newest cell modules require 1.19.4 to communicate with the panel.
  2. Cell module died. If it has failed the panel wouldn’t be able to interface with it.
  3. Cell module not secured to the screw posts, if it is loose the pins may not have a good connection.
  4. Q91 on the panel set to wrong value. For an Alarm.com cell module Q91 has to be set to 1. Double check that value.
  5. Wrong power supply used or supplying insufficient power. This would be rare and odd, but if you are not using the 14VDC transformer meant for the panel or if the cable is too long it may be underpowered and the module may not be able to work.

Did you make any other programming edits when adding the fobs?

5

Hello,

I followed a video tutorial with no edits to Q91 and the cell radio module is not new but hasn’t been dysfunctional previously . I did unlock the system per option on surety account. Could that have caused it? I don’t see that option anymore on my account but it says it’s registered to the current IMEI.

6

The unlock tool changes the factory default setting to enable it and installer lockout setting to allow access to programming. If those are already enabled it wouldn’t do anything. It doesn’t affect the Q91 setting. I recommend double checking Q91 though, because if it is somehow set to something other than 1, that would result in what you see. Can you check and confirm it is currently set to 1?

It looks like any system manager commands never reached the panel however. Looking at Alarm.com history, it looks like those commands occurred after the communication loss. If the panel cannot communicate, remote commands will not reach it.

The last signal from the panel shows as being received 10/2/2024 6:57:26 pm

7

Hi,

Thanks for your help. Q91 shows as 1 Radio Modem Supplier 1

8

Have you removed and reinstalled the cell module with the panel powered off?

I would do that as the next step. Make sure panel power supply and battery are unplugged, then unscrew the cell module from the posts and remove it. Check for any visible damage or scorching from a short, and reinstall, make sure it is firmly seated and reattach the screws.