CommTech Systems may ask which Qolsys alarm panel you have before providing troubleshooting instructions.
Qolsys has several generations of touchscreen alarm panels that can look similar. Identifying the correct model helps us provide instructions that match your system.
Common CommTech Systems installations may include:
Different Qolsys panel generations can have different:
If you are unsure which model you have, do not guess. The support chatbot or CommTech Systems can help identify it.
Start by looking at the physical alarm panel.
If the panel is operating normally, the interface and system information can help identify the model.
Do not remove the panel from the wall to identify it.
On many Qolsys panels, system information can be viewed through the normal customer-accessible menus.
Look for an option such as:
Settings → Advanced Settings → About
The exact wording and menu layout can vary by panel generation and software version.
If your panel asks for an authorized user code to access the menu, use your normal authorized code.
The About or system information screen may display information such as:
For chatbot troubleshooting, the most useful information is the panel model.
You normally do not need to provide serial numbers or other unique identifiers through the support chatbot.
The IQ Panel 2 and IQ Panel 2 Plus are closely related and have a similar appearance and interface.
If the panel information identifies it as an IQ Panel 2 or IQ Panel 2 Plus, tell the chatbot which version is displayed.
If you cannot determine whether it is an IQ Panel 2 or IQ Panel 2 Plus, simply tell us that it appears to be an IQ Panel 2 series panel.
If the system information identifies the panel as an IQ Panel 4, select or tell the chatbot IQ Panel 4.
This is important because some IQ Panel 4 procedures differ from the older IQ Panel 2 series.
If the system information identifies the panel as an IQ Panel 5, select or tell the chatbot IQ Panel 5.
The IQ Panel 5 is a newer generation, so instructions for an IQ Panel 2 or IQ Panel 4 should not automatically be assumed to be identical.
Do not repeatedly enter codes or explore unfamiliar menus just to identify the panel.
Instead, you can provide CommTech Systems with a description of the panel.
Useful information includes:
A clear photograph of the front of the alarm panel can often help CommTech Systems identify it.
Make sure the picture shows:
Do not photograph a screen displaying private information, alarm codes, passwords, or other account credentials.
You should not need to remove the Qolsys panel from its mounting location simply to determine its model.
Removing the panel may:
If the model cannot be identified from normal customer-accessible information, contact CommTech Systems.
Do not open the alarm panel enclosure simply to look for a model label.
CommTech Systems can help identify the equipment without requiring you to disassemble it.
A factory reset is never necessary just to identify your Qolsys panel model.
An Alarm.com Offline condition does not normally prevent you from identifying the physical panel.
If the touchscreen is working, check the panel information locally.
The communication problem can then be troubleshot using the correct panel model.
If the touchscreen is frozen, do not repeatedly press buttons or remove power simply to determine the model.
Tell the chatbot:
My Qolsys panel screen is frozen and I do not know the model.
The troubleshooting process can continue from there.
If the panel has no display and will not wake up, identifying the exact model is less important than determining why the panel has no display.
Tell the chatbot:
My Qolsys panel screen is black and I do not know the model.
CommTech Systems can help identify the panel while troubleshooting the power or display problem.
When asked which Qolsys panel you have, provide one of the following:
If you do not know, say so. The chatbot should not require you to guess before continuing troubleshooting.
Contact CommTech Systems if:
When requesting assistance, provide:
For your security, do not provide alarm codes, passwords, serial numbers, or other private account credentials through the support chatbot.