If the Alarm.com app shows a different alarm status than your Qolsys panel, the system may be experiencing a temporary communication or status-update problem.
These instructions apply generally to:
Examples include the app showing Armed when the panel is Disarmed, showing Disarmed when the panel is Armed, or displaying sensor information that has not updated.
Look directly at the Qolsys panel and determine its current status.
Check whether it shows:
If the app and panel disagree, use the physical panel to determine the immediate state of the local alarm system.
Close and reopen the Alarm.com app and allow it time to retrieve the current system status.
If available, refresh the system status within the app.
Avoid repeatedly sending commands while waiting for the status to update.
Make sure your phone has a working Internet connection.
Try opening another website or Internet-connected app.
If the phone itself is offline, Alarm.com may be unable to retrieve the latest system information.
Look at the Qolsys panel for messages involving:
If the panel has a communication trouble, the Alarm.com app may not receive current information.
If the property recently lost Internet service, some information may take time to update after service is restored.
Check that:
If the problem continues, contact CommTech Systems.
A power outage can affect:
After power is restored, allow the equipment time to restart and reconnect.
Check the Qolsys panel for AC Power Failure, Low Battery, or Communication messages.
If you recently:
the Qolsys panel may need to reconnect to the network.
If the panel's customer-accessible WiFi connection needs updating, reconnect it to the correct network.
If you are unable to restore communication, contact CommTech Systems.
A Qolsys panel may use more than one communication path.
Seeing a WiFi connection does not necessarily prove that all Alarm.com communication is functioning normally.
If WiFi appears connected but Alarm.com remains offline or shows outdated information, contact CommTech Systems.
If you send an Arm or Disarm command and Alarm.com shows the command as pending, do not repeatedly press the button.
Wait for the system to respond.
Then check the physical Qolsys panel if you are at the property.
If commands repeatedly remain pending or fail, there may be a communication problem.
If the physical Qolsys panel clearly shows Disarmed but Alarm.com still shows Armed:
If the app continues showing the wrong status, contact CommTech Systems.
If the physical panel shows Armed but Alarm.com shows Disarmed, do not assume the system is disarmed.
Use the physical panel's current status until communication has been verified.
Refresh the app and check for communication trouble.
Contact CommTech Systems if the discrepancy continues.
You may notice that Alarm.com shows a door or window as Open even though the Qolsys panel shows it Closed, or the reverse.
First check the sensor directly on the Qolsys panel.
Open and close the door or window and verify whether the panel recognizes the change.
If the Qolsys panel correctly detects the sensor but Alarm.com does not update, the problem may involve communication or status synchronization.
If the panel itself reports the wrong sensor status, troubleshoot the sensor rather than the app.
If Alarm.com reports that the system is offline:
If the panel operates locally but Alarm.com remains offline, contact CommTech Systems.
Remote access through Alarm.com does not mean every part of the alarm system is trouble-free.
If the Qolsys panel reports:
the individual trouble condition should still be corrected.
A short delay between sending a command and seeing the updated status can occur because the command must travel between your phone, Alarm.com, and the security system.
If commands regularly take an unusually long time, fail, or remain pending, contact CommTech Systems.
If Alarm.com works correctly on another authorized user's phone, the issue may involve the affected phone or app rather than the alarm panel.
On the affected phone:
Do not share your Alarm.com password with another person to test the account.
If every authorized user sees outdated information or cannot send commands, check the Qolsys panel for communication trouble.
If the problem affects everyone, contact CommTech Systems if normal communication does not return.
If your Alarm.com account works through a web browser but not through the mobile app, the issue may be specific to the app or phone.
Check:
If you can arm and disarm normally at the Qolsys panel but Alarm.com remains unavailable, continue using the physical panel for normal local operation while the remote communication issue is being addressed.
Contact CommTech Systems if remote access does not return.
Avoid sending numerous Arm and Disarm commands when the app is not updating.
This can make it difficult to determine the actual intended system state if delayed commands begin processing.
Verify the status at the physical panel whenever possible.
Do not factory reset the Qolsys panel because Alarm.com is displaying the wrong status or showing the system offline.
A communication problem should be diagnosed directly.
Contact CommTech Systems if:
When requesting assistance, provide:
For your security, do not provide alarm codes, passwords, or other private account credentials through the support chatbot.