If your Qolsys system went into alarm and you are not sure what caused it, the panel and Alarm.com event history can help identify the sensor involved.
These instructions apply generally to:
Identifying the exact sensor is especially important when troubleshooting repeated or unexplained alarms.
Before checking alarm history, make sure there is no actual emergency.
If there may be a:
move to a safe location and contact emergency services as appropriate.
Do not remain inside an unsafe property to troubleshoot the alarm system.
If it is safe to do so, look at the Qolsys panel.
The panel may display information about the alarm that just occurred.
Look for a sensor or zone name such as:
Write down the exact sensor name displayed.
Depending on the Qolsys model and system configuration, recent alerts or system information may be available from the panel.
Look for information showing:
Menu appearance can vary between IQ Panel models and software versions.
If you cannot locate the information, check Alarm.com instead.
Open Alarm.com and review the activity or event history around the time the alarm occurred.
Look for events immediately before and during the alarm.
You may see entries showing:
The sensor associated with the alarm is the most important information to record.
The events leading up to an alarm can provide useful information.
For example, you might see:
System Armed Away
followed by
Front Door Closed
followed by
Living Room Motion Alarm
That sequence may help determine what happened.
Do not assume the cause based only on the last sensor you remember using. Check the recorded history.
Determine whether the system was:
This can be important when diagnosing motion detector or entry-door alarms.
Write down the approximate time the alarm occurred.
If possible, record both:
This is especially useful if the alarm happened while nobody was at the property.
If a door or window sensor caused the alarm, check the opening after determining it is safe.
Look for:
Watch the sensor status on the Qolsys panel while opening and closing the affected opening.
If a motion detector caused the alarm, consider:
Do not intentionally trigger additional alarms to test the motion detector.
First verify there is no actual broken glass or security event.
If there is no apparent security event, record:
Do not attempt to test a glass break detector by breaking glass or producing random loud sounds.
Treat a smoke or fire alarm seriously.
If there may be an actual fire:
Do not remain inside to troubleshoot the detector during a possible fire.
Treat a carbon monoxide alarm as a potential life-safety emergency.
Move to fresh air or another safe location and contact emergency services as appropriate.
Do not remain inside trying to determine whether the detector is correct.
If the same sensor appears repeatedly in alarm history, record several events if available.
For each occurrence, note:
Repeated alarms from the same sensor should be investigated by CommTech Systems.
If unrelated sensors begin causing unexpected alarms, check the panel for other system conditions.
Look for:
Provide CommTech Systems with the names of all affected sensors.
If the alarm occurred shortly after arming, record:
This information can help determine whether the event involved an exit door, motion detector, or another sensor.
If the alarm occurred while the property was unoccupied, review Alarm.com history around the event.
Do not enter the property if there is reason to believe a break-in or other dangerous condition may have occurred.
Contact emergency services when appropriate.
If the affected sensor had previously reported Low Battery, record that information.
A sensor with an unresolved battery condition should be checked.
Use the correct replacement battery for the specific sensor model.
Contact CommTech Systems if the sensor continues causing trouble afterward.
If the sensor had a Tamper condition, check whether its cover is securely installed and whether the device has been moved or damaged.
Contact CommTech Systems if the tamper remains or the sensor continues causing alarms.
If the affected sensor also reports Malfunction or Not Responding, contact CommTech Systems.
The sensor may not be communicating reliably.
If an alarm occurred at the Qolsys panel but the event does not appear in Alarm.com history, check whether the system has communication trouble.
Contact CommTech Systems if panel events are not reporting to Alarm.com.
If the event is present but the timestamp appears wrong, record:
This information can help troubleshoot the time discrepancy.
If the monitoring center contacted you about the alarm, follow their instructions.
Disarming the Qolsys system does not necessarily cancel an alarm signal that has already been transmitted.
If possible, take a screenshot of the relevant Alarm.com event history.
A screenshot showing the sensor name, event type, date, and time can be useful when requesting service.
Do not include private passwords or alarm codes in the screenshot.
Do not delete a sensor because it appears in alarm history.
Deleting the sensor can remove intended protection from the property.
Do not intentionally create additional alarm events simply to see whether the sensor appears in history.
This can generate additional monitoring signals or emergency response.
Do not factory reset the Qolsys panel to clear alarm history or troubleshoot an unexplained alarm.
The recorded event information may be useful for diagnosing the problem.
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.