If your garage door is connected to your Qolsys or Alarm.com system and the status is incorrect or remote control is not working, first determine whether the problem is with the garage door itself or with the security system connection.
These instructions apply generally to compatible garage door equipment associated with:
Not every Qolsys system includes garage door control.
A garage door is a large moving object that can cause serious injury or property damage.
Before operating the door:
If the door behaves unpredictably, stop using remote control and have the equipment inspected.
Common symptoms include:
Identifying the exact symptom will help determine the cause.
If you are at the property, physically verify whether the garage door is:
Do not rely only on the app if the displayed status appears incorrect.
If it is safe to do so, use the normal garage door wall button.
If the wall button cannot operate the door, the problem may involve the garage door opener itself rather than Alarm.com.
Possible issues can include:
Contact a qualified garage door service provider if the door itself is not operating correctly.
If the garage door operates normally from its wall control but cannot be operated through Alarm.com, check the app for:
The issue may involve the connected garage door equipment or communication with the security system.
Contact CommTech Systems if the problem remains.
If the handheld garage door remote works normally but Alarm.com does not, the garage door opener itself may still be functioning correctly.
Check Alarm.com for the exact error or status and contact CommTech Systems if remote app control does not return.
If Alarm.com says the door is Open when it is physically Closed, or Closed when it is actually Open:
If the status remains incorrect, contact CommTech Systems.
If you know Alarm.com is displaying the garage door incorrectly, do not rely on the app to determine whether the property is secure.
Physically verify the garage door when possible until the problem is corrected.
If the garage door device shows Offline, check whether the rest of the Alarm.com system is working.
Determine whether:
If only the garage door equipment is Offline, contact CommTech Systems.
If the garage door and the Qolsys alarm system are both Offline, troubleshoot the overall system communication first.
Check:
The garage door problem may be part of the larger communication issue.
If a garage door command remains Pending, do not repeatedly press the button.
Wait for the command to complete or fail.
If you are at the property, visually confirm the actual position of the door.
If Alarm.com reports that the command Failed:
Contact CommTech Systems if remote control repeatedly fails.
If the garage door begins closing and then reverses, there may be a garage door safety or mechanical issue.
Check for obvious obstructions in the door opening.
Do not bypass, cover, move, or defeat the garage door's safety sensors.
If the door continues reversing, contact a qualified garage door service provider.
If the door will not close even from the normal wall control, the problem is likely not limited to Alarm.com.
Check for:
Do not force the door closed.
If the door will not open from the normal garage door controls, there may be an opener, power, or mechanical problem.
Contact a qualified garage door service provider if necessary.
A power outage may affect:
After power is restored, allow equipment time to reconnect.
Check Alarm.com again.
If the garage door works locally after power returns but Alarm.com does not:
Contact CommTech Systems if remote control does not return.
If the issue began after replacing a router or changing Internet service, determine whether other Alarm.com equipment is also affected.
Provide CommTech Systems with details about what changed.
First physically verify that the door completely closed.
A garage door can sometimes stop slightly above the floor or reverse after you leave.
If the door is completely closed but Alarm.com still shows Open, refresh the app.
Contact CommTech Systems if the incorrect status remains.
Treat this as an important status problem.
Do not rely on the displayed Closed status until the issue has been corrected.
Contact CommTech Systems.
If the door status randomly changes between Open and Closed without the door moving, record:
Contact CommTech Systems if this happens repeatedly.
If garage door control was previously available but is no longer displayed, do not create a new account or reset equipment.
Close and reopen Alarm.com and verify you are viewing the correct property.
If the control remains missing, contact CommTech Systems.
If one authorized Alarm.com user has garage door control but another does not, the issue may involve user permissions rather than the garage door equipment.
Contact CommTech Systems if access needs to be reviewed.
Do not share another user's Alarm.com password.
If the garage door opener was recently replaced, the existing Alarm.com garage door equipment may need to be reviewed.
Contact CommTech Systems and provide the new garage door opener manufacturer and model if available.
Repeated Open and Close commands can make it difficult to determine the actual state of the door.
Send one command and wait for the result.
Never bypass or disable:
If a safety feature is preventing the door from closing, correct the underlying problem.
Do not factory reset the Qolsys panel, garage door opener, or connected garage door equipment because remote control is not working.
The specific communication or equipment problem should be diagnosed.
Contact CommTech Systems if:
If the garage door itself does not operate correctly from its normal wall control or remote, a qualified garage door service provider may also be required.
When requesting assistance, provide:
For your security, do not provide alarm codes, passwords, WiFi passwords, or other private account credentials through the support chatbot.