Alarm.com - App Will Not Arm or Disarm the Alarm System

Alarm.com - App Will Not Arm or Disarm the Alarm System

Alarm.com App Will Not Arm or Disarm the Alarm System

If the Alarm.com app will not arm or disarm your security system, first determine whether the problem is with the Alarm.com app, communication with the alarm system, or the alarm panel itself.

Check the Physical Alarm Panel

First, try operating the security system directly from the alarm panel or keypad.

Determine:

  1. Is the alarm panel powered on and operating normally?
  2. Can you arm the system directly from the panel?
  3. Can you disarm the system directly from the panel?
  4. Does the panel show any trouble conditions?
  5. Does the panel report a communication, cellular, Internet, or power failure?

If the alarm system cannot be operated normally from the physical panel, the problem may not be with the Alarm.com app. Address the panel's trouble condition first.

Check the Status in the Alarm.com App

Open the Alarm.com app and look at the security system's current status.

Check whether:

  • The app displays the current armed or disarmed status.
  • The system is shown as offline or unavailable.
  • Sensor status appears current.
  • The app displays a communication error.
  • Commands remain pending.
  • Commands fail immediately.

If the information in the app appears outdated, the alarm system may not currently be communicating properly with Alarm.com.

If an Arm or Disarm Command Fails

If you select Arm or Disarm and the command fails, do not repeatedly send the command.

Wait briefly and check the current status again.

If the command remains pending or the app does not update, check the physical alarm panel to determine the actual armed/disarmed state before trying again.

If the System Will Not Arm

The alarm system may refuse an arming command if there is another condition preventing it from arming.

Check the alarm panel for:

  • An open door or window
  • A faulted sensor
  • A sensor tamper
  • A system trouble condition
  • Another message requiring attention

If a sensor is shown as open even though the door or window is closed, troubleshoot the affected sensor rather than repeatedly sending an arming command.

If the App Shows the System Offline

If Alarm.com shows the system as offline, check the alarm panel for a communication problem.

Depending on the installed equipment, the security system may communicate using cellular, Internet, Ethernet, Wi-Fi, or a combination of communication methods.

If there was a recent power or Internet outage, allow the system time to reconnect after service has been restored.

If the panel reports a cellular or communication failure that does not clear, contact CommTech Systems.

Check the Phone's Internet Connection

The Alarm.com app also requires your phone or mobile device to have an Internet connection.

Verify that the phone has working cellular data or Wi-Fi.

If other Internet applications on the phone are also not working, restore the phone's Internet connection before troubleshooting the Alarm.com system.

Make Sure You Are Using the Correct Alarm.com Account

If you have access to more than one Alarm.com account or property, verify that you are viewing the correct location.

Also make sure you are signed into the correct Alarm.com account.

Do not send your Alarm.com password or alarm-system code through a support chat.

App Problem Versus System Problem

A useful test is to compare the app with the physical alarm panel.

Panel works normally but app does not:
The issue may involve communication, the Alarm.com account, the mobile app, or the phone's Internet connection.

Panel and app both have problems:
The alarm panel or system trouble condition should be investigated first.

App shows old information:
The security system may not currently be communicating with Alarm.com.

If the Alarm.com App Itself Is Not Working Correctly

If the security system appears normal but the mobile app is behaving unexpectedly:

  1. Verify that the phone has Internet access.
  2. Completely close and reopen the Alarm.com app.
  3. Verify that you are signed into the correct account.
  4. Check for an available Alarm.com app update through your phone's normal app store.
  5. Try signing into the Alarm.com customer website if available to determine whether the problem is limited to the mobile app.

Do not uninstall the app as the first troubleshooting step unless necessary.

Do Not Reset the Alarm Panel

Do not factory reset, default, power down, or change programming in the alarm panel because an Alarm.com app command is failing.

An app-control problem does not normally require resetting the alarm system.

When to Contact CommTech Systems

Contact CommTech Systems if:

  • The physical alarm panel works but Alarm.com cannot control it.
  • Arm or disarm commands repeatedly fail.
  • Commands remain pending.
  • Alarm.com displays outdated system information.
  • The system is shown as offline.
  • The panel reports a cellular or communication failure.
  • Remote control stopped working after a power, Internet, router, or equipment change.
  • You can log into Alarm.com but no longer have the expected security controls.
  • You are unsure whether the problem is with Alarm.com or the alarm panel.

When requesting assistance, tell CommTech Systems:

  • Whether the physical alarm panel works normally.
  • What Alarm.com displays.
  • Whether the system is shown as online or offline.
  • Whether commands fail immediately or remain pending.
  • Any error message displayed.
  • Whether there was a recent power, Internet, router, or equipment change.