If you try to arm or disarm your Qolsys security system from the Alarm.com app and the command shows Pending, Failed, or does not appear to complete, first verify the actual status of the security system.
These instructions apply generally to:
If you are at the property, look directly at the Qolsys panel.
Determine whether it currently shows:
The app may not immediately display the current panel status if communication is delayed.
If an Arm or Disarm command shows Pending, do not repeatedly press the button.
Wait for the command to complete or fail.
Sending the same command multiple times can make it difficult to determine the intended system state if delayed commands begin processing.
A Pending command generally means Alarm.com is waiting for the security system to receive or confirm the command.
Check:
If commands repeatedly remain pending, contact CommTech Systems.
If Alarm.com reports that an Arm or Disarm command failed:
Do not assume the system changed state unless the app or physical panel confirms it.
If the system will not arm remotely, check whether Alarm.com identifies an open sensor.
Common examples include:
If possible, have someone at the property verify that the identified opening is secure.
A door or window that is physically open may prevent normal arming depending on the system configuration.
Close the opening and try again.
If the door or window is closed but still reports Open, the sensor may need troubleshooting.
Do not repeatedly attempt to arm until you understand which sensor is causing the problem.
If Alarm.com offers an option involving a sensor you do not recognize, do not bypass it simply to make the system arm.
The sensor may be protecting an important area.
Contact CommTech Systems if you cannot identify the device.
If a remote Disarm command fails:
If you are entering the property and the remote command has not been confirmed, be prepared to disarm normally at the Qolsys panel using your authorized user code.
A button press in the Alarm.com app does not by itself confirm that the security system has disarmed.
Wait for confirmation.
If the app still shows Armed or the command remains Pending, treat the system as armed until its status can be verified.
Likewise, do not assume the property is protected simply because you pressed Arm in the app.
Confirm that Alarm.com reports the intended armed state.
If you are still at the property, verify the status on the Qolsys panel.
Remote commands require your phone to communicate with Alarm.com.
If your phone has poor cellular data or WiFi service, the command may not be sent or the updated status may not be received promptly.
Try again after establishing a reliable Internet connection.
Depending on the system and available communication paths, a property Internet outage may affect certain services.
Check whether:
If the system remains offline after Internet service returns, contact CommTech Systems.
The alarm system's communication is not necessarily dependent only on the property's WiFi.
If the panel reports a cellular or general communication problem, restarting the home router may not correct it.
Contact CommTech Systems if the communication trouble remains.
A power outage may affect:
After power is restored, allow the equipment time to restart.
Check the Qolsys panel for:
If remote commands do not return to normal, contact CommTech Systems.
If the property recently received:
the Qolsys panel may need to reconnect to the network.
Use the normal customer-accessible WiFi settings if a WiFi change is required.
Contact CommTech Systems if communication cannot be restored.
If you can arm and disarm normally from the Qolsys panel but remote commands consistently fail, the local alarm system may still be functioning while remote communication is unavailable.
Continue using the physical panel when appropriate and contact CommTech Systems for the remote-access problem.
If another authorized user's Alarm.com app works correctly, the problem may involve your phone, app, or account access rather than the Qolsys panel.
Check:
Do not share account passwords between users.
If remote commands fail for every authorized Alarm.com user, check the Qolsys panel for communication trouble.
This is more likely to involve system communication than one individual phone.
Contact CommTech Systems if the problem continues.
Sometimes the command may have completed while the app has not yet displayed the updated status.
Refresh the app.
If you are at the property, check the physical Qolsys panel.
If the app repeatedly displays stale information, contact CommTech Systems.
If the security system is actively in alarm, do not rely solely on the app while determining what happened.
Prioritize personal safety.
If there may be an actual burglary, fire, carbon monoxide event, or other emergency, move to a safe location and contact emergency services as appropriate.
If an alarm signal has already been transmitted, subsequently disarming the system does not necessarily mean the transmitted alarm event has been canceled.
Follow communications and instructions from the monitoring center.
Do not factory reset the Qolsys panel because Alarm.com commands are failing or remaining pending.
The 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.