Communication Failure or System Offline

A communication failure means your security system is having trouble communicating through one or more of its normal communication paths.

Depending on your equipment and service, the system may communicate using:

• Cellular service
• Internet or Ethernet
• Wi-Fi
• A combination of communication methods

A communication failure does not necessarily mean your Internet connection is the problem. Many security systems use a dedicated cellular communicator.

Check the Exact Message

Look at the alarm panel, keypad, or Alarm.com app and note the exact message being displayed.

Examples may include:

• Communication Failure
• Cellular Failure
• Network Failure
• Wi-Fi Disconnected
• Broadband Failure
• System Offline
• Panel Not Responding

The exact wording varies by alarm panel.

Is the Alarm.com App Showing the System Offline?

If Alarm.com is not displaying the current status of the security system or commands are not completing, determine whether the physical alarm panel is operating normally.

Check:

1. Is the alarm panel powered on?
2. Does the panel show any AC power or low-battery warnings?
3. Does the panel show a cellular, Internet, Wi-Fi, or communication trouble?
4. Can the system still be armed or disarmed directly from the alarm panel?

If the physical panel operates normally but Alarm.com does not, there may be a communication or account-related issue.

Check Your Internet Connection

If your alarm system uses an Internet connection, verify that Internet service is currently working at the property.

Try using another device connected to the same network.

If the Internet is down, the security system's Internet communication path may restore automatically after Internet service returns.

Some systems also have cellular communication and may continue communicating even when the property's Internet service is unavailable.

Did You Replace Your Router?

If the router was recently replaced, the security system or connected devices may still be configured for the previous network.

This is particularly important if you changed:

• Internet providers
• Router equipment
• Wi-Fi network name
• Wi-Fi password
• Network configuration

Tell CommTech Systems if the communication problem began immediately after one of these changes.

Do not factory reset the alarm panel or communicator because the router was replaced.

Did the Wi-Fi Name or Password Change?

Devices connected through Wi-Fi generally do not automatically know a new network name or password.

Depending on the installed equipment, the alarm panel, cameras, doorbells, or other connected devices may need to be reconnected to the new Wi-Fi network.

The procedure varies by device.

Identify the affected equipment before attempting Wi-Fi reconfiguration.

Cellular Communication Failure

Many Alarm.com security systems use a cellular communicator to communicate independently of the property's Internet service.

If the panel specifically reports a cellular failure, restarting the home's router usually will not correct the problem.

Cellular communication problems can involve:

• Temporary cellular service issues
• Poor cellular signal
• Communicator trouble
• Alarm panel trouble
• Power problems
• Account or provisioning issues

Do not change cellular communicator programming, account information, APN settings, dealer settings, or installer programming.

Contact CommTech Systems if a cellular communication failure persists.

After a Power or Internet Outage

Communication may temporarily be interrupted during a power or Internet outage.

After service is restored:

1. Verify that the alarm panel has normal power.
2. Verify that the property's Internet service is working if the system uses Internet communication.
3. Allow the alarm system several minutes to reconnect.
4. Check whether the communication trouble clears.
5. Check Alarm.com again for the current system status.

If the system remains offline, contact CommTech Systems.

Do Not Factory Reset the System

Do not factory reset the alarm panel, cellular communicator, router-connected alarm equipment, camera, or other security device unless specifically instructed to do so for that exact device.

A factory reset can erase configuration information or require equipment to be reprogrammed or re-enrolled.

Do Not Change Installer or Communication Programming

Communication settings can affect the alarm system's ability to communicate with Alarm.com and the monitoring service.

Do not change:

• Installer programming
• Dealer settings
• Cellular communicator settings
• Monitoring information
• Account registration information
• Communication paths

These changes should be handled by CommTech Systems when required.

When to Contact CommTech Systems

Contact CommTech Systems if:

• A cellular communication failure does not clear.
• The system remains offline after Internet or power service has been restored.
• Alarm.com does not update even though the physical alarm panel is working normally.
• The problem began after replacing the router or changing Wi-Fi information and you need help reconnecting the equipment.
• The alarm panel reports a communicator malfunction.
• The system repeatedly goes online and offline.
• Remote arming or disarming no longer works.
• Multiple Alarm.com devices went offline at the same time.
• You are unsure which communication method your security system uses.

When requesting assistance, provide the exact message shown on the alarm panel or Alarm.com app, whether your Internet service is currently working, and whether there have been any recent power, router, Internet provider, Wi-Fi name, or Wi-Fi password changes.