If your Qolsys panel or Alarm.com reports a communication failure or shows the system offline, the problem may involve Internet, WiFi, cellular communication, or another communication component.
These instructions apply generally to:
Before troubleshooting, look at the Qolsys panel and write down the exact trouble message.
Also check Alarm.com to determine whether it is displaying current system information.
Verify that the Qolsys panel itself is operating normally.
Check whether you can:
If the physical panel works but Alarm.com does not update, the problem may be related to communication rather than the alarm system itself.
If the system uses WiFi, verify that the property's Internet connection is working.
Use another device, such as a phone or computer, to confirm Internet access.
If the Internet is down, restore Internet service before troubleshooting the panel's WiFi connection.
Communication problems commonly occur after:
If any of these occurred recently, check whether the Qolsys panel is still connected to the correct WiFi network.
If the panel shows a good WiFi connection but Alarm.com remains offline, the issue may not be the WiFi connection itself.
Wait a short time and check again.
If the system remains offline, contact CommTech Systems.
Qolsys systems can use cellular communication for Alarm.com services.
Cellular communication is separate from your property's normal WiFi connection.
If the panel reports a cellular or communication problem, restarting your home router may not correct it.
Contact CommTech Systems if a cellular communication problem remains active.
After service is restored:
Some devices may take a short time to reconnect.
If an Arm, Disarm, or other command in Alarm.com remains pending, the panel may not currently be communicating with Alarm.com.
Do not repeatedly send the same command.
Check the physical panel to determine its actual current state.
If Alarm.com shows an older status than the physical panel, communication may be delayed.
Use the physical Qolsys panel as the immediate reference for the local system state.
Contact CommTech Systems if Alarm.com does not update after communication is restored.
Alarm.com cameras and video doorbells use their own network connections.
If the alarm system is online but a camera is offline, troubleshoot the camera separately.
Likewise, an offline camera does not necessarily mean the Qolsys alarm panel has lost communication.
If the panel is otherwise operating normally but communication does not recover after Internet and power are restored, a normal panel reboot may help.
Use only the normal customer-accessible reboot option.
Do not disconnect the panel's power or backup battery as a routine troubleshooting step.
Do not factory reset the Qolsys panel because of a communication problem.
If normal troubleshooting does not restore communication, contact CommTech Systems.
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.