If your Qolsys security system will not disarm, first determine whether the panel is responding normally and whether the system is currently in an active alarm.
These instructions apply generally to:
If the system is in alarm and there may be an actual burglary, fire, carbon monoxide event, or other emergency, prioritize personal safety.
Move to a safe location and contact emergency services as appropriate.
Do not remain in an unsafe location trying to troubleshoot the alarm system.
Look at the Qolsys panel and determine what it currently shows.
For example:
This helps determine whether the problem is actually with disarming or with another system condition.
When entering an armed property, the panel may begin an entry countdown.
Enter your authorized user code before the entry delay expires.
If the countdown expires before the system is disarmed, an alarm may occur.
If your normal alarm code does not disarm the system:
If the code previously worked and suddenly no longer does, contact CommTech Systems.
Watch the screen as you enter your code.
Make sure each touch is registering.
If:
the problem may involve the touchscreen rather than your code.
Contact CommTech Systems if the touchscreen is not responding normally.
If the display is visible but the panel does not respond to normal touches, it may be frozen.
If the normal customer-accessible reboot option can still be reached, a standard panel reboot may be appropriate.
Do not remove panel power or disconnect its internal battery as a troubleshooting method.
If the panel cannot be operated normally, contact CommTech Systems.
If the Qolsys panel has a black screen and does not respond:
Contact CommTech Systems if the panel remains off.
If you are attempting to disarm remotely through Alarm.com and the command shows Pending or Failed, do not assume the system has disarmed.
Check the physical Qolsys panel if possible.
Also check:
If the remote command cannot be confirmed, treat the system as armed.
If the Alarm.com app and Qolsys panel show different states, use the physical panel to determine the immediate local system status.
Refresh Alarm.com and check for communication trouble.
Contact CommTech Systems if the discrepancy remains.
If the physical Qolsys panel clearly shows Disarmed but Alarm.com still shows Armed, the app may be displaying outdated information.
Refresh the app and check for communication trouble.
If the panel shows Disarmed but an alarm sound continues, first identify where the sound is coming from.
It could be:
If a smoke or carbon monoxide detector is sounding, do not assume the situation is safe simply because the security system shows Disarmed.
If an alarm signal has already been transmitted to the monitoring center, disarming the system does not necessarily cancel the event that was already sent.
Answer monitoring-center communications and follow their instructions.
If you are unsure of the correct code, do not continue trying random combinations.
Contact an authorized person for the property or CommTech Systems for assistance.
Never send your alarm code through the website support chatbot.
If one authorized user's code works but another user's code does not, the issue may be limited to the individual user code.
Contact CommTech Systems if the affected user's access needs to be reviewed.
If multiple known authorized codes suddenly stop working, check whether:
Contact CommTech Systems if normal disarming is unavailable.
If a keyfob does not disarm the system but the panel accepts your authorized user code, the problem may involve the keyfob rather than the alarm system.
Check the keyfob battery and physical condition.
Do not rely on a malfunctioning keyfob as your only method of operating the system.
If you disarm the system and it immediately returns to an alarm condition, check the panel for the exact alarm type and sensor name.
Do not repeatedly arm and disarm the system without determining what is causing the alarm.
If there may be an actual emergency, prioritize safety.
Otherwise, contact CommTech Systems.
Disarming a burglary system is not a substitute for responding to a fire or carbon monoxide condition.
If the panel indicates:
move to a safe location and follow appropriate emergency procedures.
If a panic or emergency alarm was activated, the monitoring center may have already received the signal.
Follow monitoring-center instructions and emergency procedures as appropriate.
Do not attempt to stop an alarm by:
Removing power is not a proper method of disarming the security system and can create additional trouble conditions.
Do not factory reset the Qolsys panel because a user code or remote disarm command is not working.
Contact CommTech Systems so the specific problem can be diagnosed.
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.