Background information, the last week I have noticed by hearing the panel voice saying something and when I check it says Power g radio jammed or something like that. But it then seems to just go away by itself. Then for a couple of nights I noticed my Zwave schedules are not working to turn lights on when a door is opened for example.
So just to try something, on Saturday afternoon at approximately 4 PM I did a panel reboot through the panel setting menu.
After that panel reboot, it now seem to have lost connection to the phone App and any sensor monitoring notifications on my phone.
Through the panel I did Wi-Fi and cellular tests, each show connection but when I run the tests to communicate back they both time out. I also have a “Radio not responding” issue in the App. Need help to get it operating correctly again. Thank you.
The various issues are not necessarily related, Z-wave can be impacted by a lot of changes for example, and it looks like you have a malfunction on one of your Z-wave devices. This might affect command routes.
Just curious though, how long is the power cable for your panel? Are you using existing low voltage cabling from a prior system? Underpowering the panel can cause issues with the various sensor radios.
Your panel shows strong signaling up until the reboot, and it looks like you had a few days of no signaling back in May. Was that a similar situation?
Please try another panel reboot through the menu. Wait about 5 minutes after the reboot then run a cell communication test. Any change?
Reboot of panel and ran cellular test and it still timed out. I tried the dual path test and the Wi-Fi times out also. So no change., still not connected to back end.
I did not recognize an issue in May as you mention a problem you can see in the logs.
The power cord is the one that came with the panel. It appears to be about 6 feet long.
Sorry not sure if my message posted from last night. So I am reposting with additional information.
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In addition to what I state below (Did that last night), this morning I also did a full power down Through the software, removed battery connection for 2 minutes and then power back on. Still cellular test fails.
From last night:
Reboot of panel and ran cellular test and it still timed out. I tried the dual path test and the Wi-Fi times out also. So no change., still not connected to back end.
I did not recognize an issue in May as you mention a problem you can see in the logs.
The power cord is the one that came with the panel. It appears to be about 6 feet long.
In addition to what I state below (Did that last night), this morning I also did a full power down Through the software, removed battery connection for 2 minutes and then power back on. Still cellular test fails.
Did you unplug the transformer when you did this as well?
If not, power down from the panel menu again. Then unplug the transformer and internal battery. Wait at least 2 minutes then power the panel back up, battery first then transformer.
Wait about five minutes after booting up from a full power down and check signalling. Any change?
Hello Tyler, yes I did unplug transformer from wall outlet, and battery unplugged and waited >2 minutes before reconnecting battery, and the plugging in transformer into wall. Cell test failed although it. Shows it has 2-3 bars of connection. I don’t know what to do.
Where is the panel located? Near any metal or in a closet? Have you tried to move the panel to a new location (near an outside wall or higher floor) to get a better signal? Any change?
Panel location same for last 2 years. I did try move it the length of the power cord out in open, still times out on cellular test.
I did Forget WiFi and then reconnected. It also still times out during the WiFi dual path connection test.
This all started when I did a panel reboot through the Software at 4:40pm on Saturday. After that no connection through panel and App alerts stopped working.
Thank you for that information. I have reached out to Qolsys to determine if there are any additional steps to try, aside from a Factory Reset (which would be the last course of action to take in this case).
As soon as I have some more information, I will follow up.
After speaking with Qolsys reps, it appears that this issue is related to the 2.5.0 firmware on the panel and we will need to get that updated in order to get it re-connected to cellular.
Unfortunately, with the panel not connecting to wi-fi, the firmware cannot be updated.
What we will want to try next is to disable Wi-Fi at the panel and re-enable it to try and get it to connect:
SETTINGS
ADVANCED SETTINGS
ENTER CODE (1111, 2222)
INSTALLATION
DEVICES
WI-FI DEVICES
Click on the wi-fi checkbox to disable
Wait five minutes, then re-enable wi-fi and try to connect to the network. If this does not work initially, try it a couple times back to back and let us know.
Barring that, the next step would be to Master Reset the panel (this will result in losing all programmed sensors, devices and users) but this would be the last resort.
Hello Tyler, I appreciate your persistence to resolve this. I really need to get my panel and App fully operational again.
Well, I tried the WiFi disable instructions as you explained 3 times consecutively. I ran the dual path test each time and the WiFi connection timed out each time still. Uughhh!
Afraid I have to do the panel reset…???
Please advise.
To confirm, after disabling and re-enabling wi-fi, did you first attempt to connect to your wireless network and then run the dual path test? Did you forget the network, the attempt to reconnect?
Master Reset at the panel is the next step in troubleshooting if the panel won’t connect to the wi-fi network. Unfortunately, this will remove sensors, devices, users, etc.
Getting the panel to connect to wi-fi is crucial so the firmware can be updated. Should the master reset fail to get the panel connected to wi-fi, the panel will need to be replaced.
Yes, the WiFi was connected to the network. I checked it several times and was getting 432 Mbps. Tonight I again repeated everything multiple times, power down, remove battery, return power, also disable/enable WiFi connection, change between 5G and regular. I also moved the panel to another room. Nothing worked. WiFi always fails to connect (times out) through the dual path test and of course cellular test also times out.
Now sounds like no choices left.
Well if I do the master system panel reset, do I need anything from Surety to re-establish after the reset or will my IMEI number be recognized and connect by itself???
Just wondering when I should do it. If I need surety I may wait until a week day and not do it over the weekend.
Can you please explain how to do the master panel reset?
Thanks again for the support.
Master Reset wouldn’t require anything changed in your account. You can perform it at any time.
A master reset would factory default the panel, clearing sensors and users from the panel. Sensors would need to be reprogrammed, but your panel IMEI won’t be affected.
If successful, you should be able to run a Cell test shortly after a Master Reset.
To run a Master Reset: Settings > Advanced Settings > Dealer Code (default 2222) > Installation > Dealer Settings. Scroll down to the bottom to find Master Reset.