This evening the gc3 is now no longer detecting my new cell module – on top of the zwave issue. The module was fine until this evening, now the system won’t even arm
Were any local troubleshooting steps taken to resolve the Z-wave issue, or since the cellular module issue? Was the panel power cycled or was the cellular module re-seated?
To troubleshoot, you will want to power down your panel fully, transformer first then internal battery. Then remove the cell sled from the panel and wait about five minutes and re-seat the module. You’ll feel a light click to know its all the way seated. Then plug in the battery, followed by the transformer. Wait a few minutes and check signalling, any change?
Im told I can’t contact customer service directly because I must post my tech request on your forum and was provided a link to do so... Then I Come home to find the next surety response- yes please verify the info from your 3 prior requests regarded a simple issue?
I apologize for the inconvenience. The trouble shooting process can be frustrating at times, especially when features aren’t working as intended and no direct error message is given locally.
To clarify, email/secure messages received by customer service will be posted on the technical support forum where technicians will further assist.
In the case of Secure Messages, these are used to transmit secure data to our customer service team and are also used for account verification purposes when making changes to your account (such as a panel swap or adding a feature to your account). Should they receive a secure message requesting technical support, it will be placed on the forum in an edited version, for security purposes. The original post above from “Dexter” above reflects that.
It appears there is a miscommunication here and I apologize for the misunderstanding. Commands were sent on our end initially to sync Z-Wave devices with your system. After commands were run, Z-Wave devices appeared to be reflecting status properly in Alarm.com. My initial post on this thread sought confirmation that the Z-Wave devices were working properly on your end.
However, it appears that as of March 15, 2019 at 7:56 pm that that is not the case. Were you also experiencing issues with the module at this time?