(This seems to coincide with me recently upgrading the software to 4.6.1-ADCS 12.23.13, not sure whether it’s related.)
The screen is frequently off (black) for hours and unresponsive; HOWEVER the system seems online (e.g., when I unplug it from power, I’ll get an alarm.com notification about power issues)
The screen will eventually function again
I’ve tried removing power (supply and battery) for 10+ minutes minutes, no resolution q
I’ve replaced the battery, just in case, and that hasn’t resolved the issue
Sometimes there is an error message in the lower right corner. Before I replaced the battery, when I clicked on it it would result in the screen turning off and becoming unresponsive; today I noticed that I can click on it and it will show that the “Panel Camera” system check has failed.
To clarify, when the screen is dark the panel doesn’t respond when you tap on it?
Are the panel’s LEDs illuminated during this time?
Does it seem to happen around a certain time of day?
I show a Radio Not Responding trouble condition started in the evening on 7/3 and ended the following morning. Do you know if the panel was having an issue during this time?
The screen is frequently off (black) for hours and unresponsive; HOWEVER the system seems online (
I’m sure you have but just to confirm, when the screen is black, does touching the screen wake up the panel? What about tapping the button on the side?
How do you have the panel connected to power, via barrel connector or via the wire leads connected to the back plate when wall mounted?
Are you using the included power supply and cable, or an existing cable run?
If the panel is on and you can interact with it, go to Settings > Advanced Settings > Input Voltage Test and Run it. What is the result?
Additionally, perform a full power cycle. While the panel is off, check to ensure the power cable is connected to the power supply and panel securely and that no wires have become loose.
Steps on how to power cycle safely can be found here:
When troubleshooting, you may want to place your 24/7 professional monitoring account on Test Mode during troubleshooting to avoid any false dispatches.
You can do this by calling monitoring operators directly at 855-348-0367 or from the Test My System tab in the System Manager section of your Surety account.
I’m sure you have but just to confirm, when the screen is black, does touching the screen wake up the panel? What about tapping the button on the side?
Like I said earlier, touching the screen does not wake it up. I actually never tried / realized there was a button on the side. I’ll try that next time it happens.
How do you have the panel connected to power, via barrel connector or via the wire leads connected to the back plate when wall mounted?
Barrel connector, for years now.
Are you using the included power supply and cable, or an existing cable run?
Same included power supply that’s been there.
If the panel is on and you can interact with it, go to Settings > Advanced Settings > Input Voltage Test and Run it. What is the result?
7.32 Volts
Additionally, perform a full power cycle. While the panel is off, check to ensure the power cable is connected to the power supply and panel securely and that no wires have become loose.
If this issue occurs again post power cycle, please let us know and note the time it occurs, if possible, so we can check history to see if anything shows up on that end.
Additionally, if it occurs, check the Alerts/Alarms section at the panel to see if anything is noted there at the time. To access, click the Surety/Qolsys logo at the top right hand corner of the home screen then choose Alerts/Alarms.
