If Alarm.com shows your Qolsys security system as Offline, the panel may have temporarily lost its communication connection.
These instructions apply generally to:
An offline message does not automatically mean the alarm system itself has stopped working. The Qolsys panel may still be able to operate locally even when remote communication is unavailable.
If you are at the property, first check the panel itself.
Verify:
Write down any trouble message shown.
Try a normal customer function at the Qolsys panel.
If the panel works normally but Alarm.com shows Offline, the problem may be limited to communication with Alarm.com.
Continue using the physical panel for normal local operation while the remote communication issue is being resolved.
Look for an AC Power Failure or similar message.
If the property recently lost power, the panel may be operating from its backup battery.
Verify that normal building power has returned.
If the panel continues reporting AC Power Failure after building power has been restored, contact CommTech Systems.
A power outage can affect more than the alarm panel.
It can also restart:
After power returns, allow the equipment time to restart and reconnect.
Then check Alarm.com again.
If the property uses Internet or WiFi as part of its alarm communication, verify that Internet service is working.
Try another Internet-connected device at the property.
If other devices also cannot access the Internet, the problem may be with the Internet service rather than the alarm system.
If Alarm.com went offline after replacing the router, the Qolsys panel may no longer be connected to the correct WiFi network.
This can also happen after changing:
Use the normal customer-accessible WiFi settings to reconnect the Qolsys panel if necessary.
Contact CommTech Systems if communication does not return.
If the WiFi password changed, devices using the old password may no longer connect.
Reconnect the Qolsys panel to the correct WiFi network using the new password when applicable.
Do not share your WiFi password through the support chatbot.
Seeing the Qolsys panel connected to WiFi does not necessarily confirm that all Alarm.com communication is functioning.
Qolsys systems may use multiple communication paths depending on the equipment and service configuration.
If WiFi appears normal but Alarm.com remains Offline, contact CommTech Systems.
Some Qolsys systems use cellular communication in addition to, or independently from, the property's Internet connection.
A cellular communication problem is not necessarily corrected by rebooting the home router.
If the panel indicates a cellular or general communication problem, contact CommTech Systems if the condition remains.
If:
but Alarm.com still reports Offline, check the panel for any communication message.
If no obvious customer-correctable problem is present, contact CommTech Systems.
Sometimes an app issue can appear similar to a system communication problem.
Try:
If Alarm.com still shows Offline, check the physical Qolsys panel.
If another authorized user can see the system normally, the issue may involve your phone or app rather than the Qolsys panel.
If every authorized user sees the system as Offline, the issue is more likely related to system communication.
Do not share Alarm.com passwords between users for testing.
If Alarm.com displays old sensor or arming information, communication may have been interrupted.
For example, the app might show:
Use the physical Qolsys panel to determine the immediate local system status.
If Alarm.com commands remain Pending while the system shows Offline, do not repeatedly send additional commands.
Wait for communication to return.
If you are at the property, operate the system from the physical Qolsys panel.
If Arm or Disarm commands show Failed, verify the system's status at the physical panel whenever possible.
Do not assume an Arm or Disarm command completed unless its status is confirmed.
Alarm.com cameras and the Qolsys alarm panel may use different communication paths.
For example:
If only the cameras are affected, troubleshoot the video equipment separately.
An Alarm.com doorbell camera going offline does not necessarily mean the Qolsys alarm panel is offline.
Check the alarm system and video devices separately.
After a storm, check for:
Do not handle damaged electrical equipment or exposed wiring.
Contact CommTech Systems if the alarm communication does not recover.
If your Internet provider recently serviced or replaced equipment, confirm that:
If the network information changed, reconnect customer-accessible devices as necessary.
If the Qolsys panel has no display and appears completely powered off:
Contact CommTech Systems if the panel remains off.
If normal AC power is unavailable, the Qolsys panel may continue operating temporarily from its backup battery.
Backup runtime is limited.
Restore normal electrical power as soon as safely possible.
If the panel reports both AC Power Failure and Panel Low Battery, contact CommTech Systems if normal power cannot be restored.
Do not unplug the Qolsys panel to try to fix an Alarm.com offline condition.
Removing power can create additional trouble conditions.
Do not open the panel and disconnect its battery to force a restart.
Use only normal customer-accessible restart procedures when appropriate.
Do not factory reset the Qolsys panel because Alarm.com shows the system Offline.
A factory reset can create additional problems and is not an appropriate first troubleshooting step.
Contact CommTech Systems if:
When requesting assistance, provide:
For your security, do not provide alarm codes, passwords, WiFi passwords, or other private account credentials through the support chatbot.