Qolsys systems can work with compatible smart-home devices through Alarm.com. Depending on your system, this may include lights, switches, outlets, and other connected equipment.
If a smart device is Offline, does not respond, shows the wrong status, or no longer operates through Alarm.com, use the steps below.
Determine exactly which device is having the problem.
Examples include:
Also determine whether one device or several devices are affected.
If the device has a normal physical control, try operating it manually.
For example, use the wall switch to turn a light on or off.
If the device does not work manually, the problem may involve the device itself or its electrical power rather than Alarm.com.
If the device is completely unresponsive, determine whether it has normal electrical power.
Check for obvious conditions such as:
Only perform normal electrical checks that you can do safely.
Do not open electrical boxes, switches, outlets, or other equipment.
If the device operates normally from its physical switch but will not respond through Alarm.com, check the status displayed in Alarm.com.
It may show:
Refresh the Alarm.com app and try again once.
If the problem remains, contact CommTech Systems.
A Pending command means Alarm.com has not yet confirmed that the requested action was completed.
Do not repeatedly press the control.
Wait briefly and then check the actual physical state of the device.
If commands repeatedly remain Pending, contact CommTech Systems.
If a command shows Failed:
If it continues to fail, contact CommTech Systems.
If Alarm.com says a light is On when it is actually Off, or Off when it is actually On, use the actual physical condition as the reliable indication.
Refresh Alarm.com.
If the status continues to be incorrect, contact CommTech Systems.
If a smart device shows Offline, check:
If only one device is Offline, the issue may be isolated to that device.
If several devices are Offline, there may be a broader system problem.
If all other smart devices operate normally but one does not, provide CommTech Systems with the name of the affected device.
Do not remove it from the system.
If several connected devices stop working at approximately the same time, determine whether:
Contact CommTech Systems if multiple devices remain unavailable.
If most or all smart-home devices suddenly show Offline, do not reset or remove each device individually.
This may indicate a larger system communication issue.
Contact CommTech Systems.
After power is restored:
If the device remains Offline, contact CommTech Systems.
If the problem began after:
tell CommTech Systems what was changed.
Do not open electrical equipment to troubleshoot the Alarm.com connection.
If an electrician or homeowner replaced a smart switch, outlet, light module, or other connected device, the new equipment may not automatically become part of the existing Alarm.com system.
Contact CommTech Systems.
If a controlled light stopped working after its bulb was replaced, first verify that the new bulb works normally from the physical switch.
A bad or incompatible bulb can appear to be an automation problem even though the connected control is operating.
Some smart-lighting equipment requires continuous electrical power.
If another wall switch controls power to the smart device, make sure it has not accidentally been turned off.
Do not tape or permanently modify switches without determining their purpose.
If you can manually control the device from Alarm.com but a schedule or automation does not operate it correctly, the device itself may be communicating normally.
Check the applicable Alarm.com automation or schedule.
If an automation is intermittent, record:
Contact CommTech Systems if the problem repeats.
If a scheduled device operates at the wrong time, check whether other Alarm.com scheduled events also occur at the wrong time.
A time or schedule issue may be involved rather than a problem with the device itself.
If a light or smart device operates unexpectedly, review any Alarm.com schedules or automations associated with it.
Also ask other authorized users whether they operated the device.
If you cannot explain the activity, contact CommTech Systems.
If a previously available device no longer appears at all, do not attempt to add it again immediately.
Contact CommTech Systems so the existing device and system configuration can be checked.
If the same device appears more than once in Alarm.com, do not delete either entry.
Contact CommTech Systems.
If an unfamiliar device appears in Alarm.com, do not operate, rename, or remove it until it has been identified.
Contact CommTech Systems.
Many smart-home devices connected to Qolsys systems use Z-Wave wireless technology.
Z-Wave is different from:
A device can therefore have a Z-Wave communication problem even when the property's WiFi is working normally.
Connected smart devices communicate wirelessly, and their performance can sometimes be affected by changes to the property.
If the problem began after:
tell CommTech Systems.
Repeatedly pressing On, Off, Lock, Unlock, or other controls can create multiple pending commands and make troubleshooting more difficult.
Send the command once and verify the actual device condition.
An Offline or unresponsive device should not automatically be removed from the system.
Contact CommTech Systems first.
Do not factory reset a connected smart switch, outlet, module, or other device because it stopped responding.
A reset can remove its existing system connection.
A smart-home device problem does not require factory resetting the Qolsys panel.
Do not remove electrical switches, outlets, covers, or wiring while troubleshooting.
If there is:
stop using the affected equipment and contact a qualified electrical professional.
Contact CommTech Systems if:
When requesting assistance, provide:
For your security, do not provide alarm codes, passwords, door-lock codes, or other private account credentials through the support chatbot.