If your Qolsys system repeatedly goes offline and then reconnects, there may be an intermittent communication, Internet, WiFi, power, or equipment problem.
These instructions apply generally to:
A system that repeatedly loses communication should be investigated even if it reconnects on its own.
You may notice:
Recording when the problem occurs can help determine the cause.
When the problem occurs, check the panel if possible.
Look for:
Write down the exact message and the approximate time it occurred.
When Alarm.com reports the system Offline, check other Internet-connected devices at the property.
For example, determine whether:
If multiple devices lose Internet access at the same time, the problem may involve the Internet service or network equipment.
Make sure the router remains powered and operating normally.
If the router frequently:
the alarm system may also experience intermittent communication.
Contact your Internet provider or network support provider if the entire network is unstable.
Consider whether the problem began after:
If the problem started immediately after a network change, mention this when contacting CommTech Systems.
If the Qolsys panel uses WiFi and the connection is intermittent, wireless signal conditions may be involved.
Possible causes can include:
Do not relocate the Qolsys panel to improve WiFi reception.
Contact CommTech Systems if the panel repeatedly loses its connection.
A working WiFi connection does not necessarily confirm that all Alarm.com communication is operating normally.
Depending on the system, other communication paths may also be involved.
If the Qolsys panel appears connected to WiFi but Alarm.com repeatedly reports Offline, contact CommTech Systems.
Qolsys systems may use cellular communication as part of their connection to Alarm.com.
If the issue involves cellular communication, rebooting your Internet router may not correct it.
Contact CommTech Systems if the panel repeatedly reports cellular or general communication trouble.
Intermittent power can also cause communication problems.
Check the panel for:
If power trouble occurs at approximately the same time as the communication problem, tell CommTech Systems.
If the Qolsys panel unexpectedly restarts without you requesting a reboot, record:
Repeated unexpected restarts should be investigated.
After a power outage, several devices may restart at different speeds.
These can include:
Allow the equipment time to reconnect after power is restored.
If communication repeatedly fails to recover normally, contact CommTech Systems.
If the system repeatedly goes Offline at approximately the same time, keep a record.
Write down:
A consistent pattern can help identify the cause.
Intermittent communication can cause Alarm.com commands to:
Do not repeatedly send Arm or Disarm commands when communication is unreliable.
Verify the actual system state at the physical Qolsys panel whenever possible.
If Alarm.com notifications are arriving significantly later than the events themselves, check whether the system has also been reporting communication problems.
Record the approximate event time and the time the notification arrived.
Contact CommTech Systems if delays occur repeatedly.
If only one phone has a problem while other authorized users see the system normally, the issue may involve that phone or app.
Check:
If all users experience the problem, system communication is more likely involved.
If Alarm.com cameras and the alarm system go offline at the same time, check the property's Internet and network equipment.
If only cameras go offline while the alarm system remains connected, troubleshoot the video system separately.
If communication problems appear during storms or severe weather, check for:
Do not handle damaged electrical equipment or exposed wiring.
A single normal restart may sometimes be appropriate when troubleshooting an Internet problem.
Repeatedly rebooting the router can make intermittent problems harder to diagnose.
If the entire network frequently requires restarting, the underlying network problem should be corrected.
Repeated panel reboots are not a solution for recurring communication problems.
If one normal customer-accessible reboot does not correct the issue, contact CommTech Systems.
Do not unplug the Qolsys panel or disconnect its backup battery to troubleshoot intermittent communication.
This can create additional power and communication trouble.
Do not factory reset the Qolsys panel because it repeatedly goes Offline.
The underlying communication or power problem should be diagnosed directly.
Intermittent problems can be difficult to diagnose if everything is working normally when service is requested.
If possible, record several occurrences including:
Screenshots of Alarm.com error messages can also be helpful.
Contact CommTech Systems if:
When requesting assistance, provide:
For your security, do not provide alarm codes, passwords, WiFi passwords, or other private account credentials through the support chatbot.