If a motion detector connected to your Qolsys system is not responding, shows a trouble condition, or causes an unexpected alarm, several different conditions may be responsible.
These instructions apply generally to:
A motion detector may:
The exact symptom is important when troubleshooting.
Check the Qolsys panel for the exact sensor name.
Examples might include:
If more than one motion detector is installed, make sure you know which device is reporting the problem.
Wireless motion detectors are designed to conserve battery power.
After detecting movement, some motion detectors may temporarily limit additional transmissions before becoming ready to report motion again.
Because of this, repeatedly walking back and forth in front of a motion detector is not always a reliable way to determine whether it is working.
If you believe a motion detector is not operating correctly, note the sensor name and contact CommTech Systems.
If a motion detector caused an alarm when no person was expected in the protected area, first make sure there is no actual security concern.
If it is safe to investigate, consider whether anything may have moved through the area.
Possible causes can include:
Do not assume an unexplained motion alarm is automatically a false alarm.
If unexpected motion alarms recently started, consider whether anything in the protected area has changed.
Examples include:
Tell CommTech Systems about any recent changes when requesting assistance.
Some motion detectors and installations are designed to reduce alarms caused by pets under specific conditions.
However, pet tolerance depends on the detector, installation, pet size, movement, and environment.
Do not assume a motion detector cannot detect your pet simply because the system was described as pet-friendly.
If alarms occur when pets are home, provide CommTech Systems with:
Do not place tape, paper, furniture, decorations, or other objects over the motion detector as a way to prevent alarms.
Covering the detector can prevent it from providing the intended security protection.
If the detector needs adjustment, contact CommTech Systems.
Motion detector location and orientation are important.
Do not:
Contact CommTech Systems if the protected area or room layout has changed.
Arm Stay normally allows occupants to remain inside while perimeter protection is active.
If normal movement inside causes a motion detector alarm while the system is armed Stay, contact CommTech Systems.
Do not routinely bypass all motion detectors as a permanent solution.
If you believe a motion detector is not providing protection while the system is armed Away, do not intentionally trigger an alarm to test it.
Contact CommTech Systems so the device and system operation can be checked safely.
If the Qolsys panel reports a low battery for the motion detector, the battery may need replacement.
The correct battery depends on the specific motion detector model.
After replacing the battery:
The low-battery message may not disappear immediately.
If the motion detector reports Tamper, check whether:
Do not force the cover or remove the detector from the wall.
Contact CommTech Systems if the tamper remains.
If the Qolsys panel reports that the motion detector is malfunctioning or not responding, the panel may not be receiving normal communication from the device.
Check for:
If the trouble remains, contact CommTech Systems.
If the motion detector stopped working correctly after changing its battery:
If the problem remains, contact CommTech Systems.
If the same motion detector causes more than one unexplained alarm, record:
Contact CommTech Systems so the detector can be checked.
If only one motion detector has trouble while other sensors operate normally, the issue may be associated with that particular device.
If several motion detectors or other wireless sensors develop problems at approximately the same time, contact CommTech Systems and provide the names of all affected devices.
Do not arm the security system and intentionally walk in front of a motion detector to see whether it causes an alarm.
This could transmit an alarm to the monitoring center and potentially result in an emergency response.
Contact CommTech Systems if you need a motion detector professionally tested.
Do not delete a motion detector from the Qolsys panel because it is causing trouble.
Removing it from the system can leave part of the property without the intended protection.
Do not factory reset the Qolsys panel because of a motion detector problem.
The affected device should be diagnosed directly.
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.