If your Qolsys panel repeatedly restarts, returns to the startup screen, or appears to be stuck in a reboot cycle, there may be a power, battery, software, or equipment problem.
These instructions apply generally to:
You may notice:
An occasional intentional restart is different from a panel that repeatedly restarts on its own.
If the panel is repeatedly restarting, first determine whether there is an obvious power-related cause.
Check:
If the panel remains operational long enough, note any trouble messages it displays after restarting.
If normal power has been restored and the panel continues restarting, continue with the troubleshooting sections below.
If the panel is unusually hot, smells burned, is physically damaged, appears swollen, will not remain operating, or there are other signs of an electrical problem, stop troubleshooting and contact CommTech Systems.
If the panel is already restarting by itself, do not repeatedly initiate additional reboots.
Repeated restarts can make it more difficult to determine the underlying problem.
Do not repeatedly unplug the panel, disconnect its backup battery, or perform a factory reset in an attempt to correct the problem.
If the problem began after a power outage, verify that normal electrical power has returned to the property.
Check whether other electrical equipment is operating normally.
A power interruption can affect both the panel and its backup battery.
If the panel restarted once following a power outage and is now operating normally, continue to monitor it.
If it continues restarting after normal power has been restored, continue with the checks below.
If the panel remains operational long enough to check its status, look for an AC Power Failure message.
You can also check Alarm.com if the system is communicating.
If AC power is missing, the panel may be operating from its backup battery.
If normal property power is available but the panel continues to report AC Power Failure, contact CommTech Systems.
If safely accessible, visually check the normal panel power source.
Look for obvious conditions such as:
Do not open electrical equipment or handle exposed wiring.
If there is visible damage, unusual heat, a burning smell, or another indication of an electrical problem, stop troubleshooting and contact CommTech Systems.
The alarm panel's power source may be connected to a circuit protected by a GFCI outlet.
If a GFCI is tripped and it is safe to do so, reset it once.
After resetting it, check whether the alarm panel returns to normal operation.
If the GFCI immediately trips again, do not repeatedly reset it.
A GFCI that repeatedly trips may indicate an electrical problem and should be evaluated by the appropriate electrical service provider or CommTech Systems.
If the circuit supplying the alarm equipment has tripped, it may be reset once if it is safe to do so.
After resetting it, check whether the panel returns to normal operation.
If the breaker trips again, do not continue resetting it.
An electrical problem may require a qualified electrician.
If the system reports Panel Low Battery, the backup battery may not have enough charge to operate the panel reliably when AC power is interrupted.
If there was a recent outage, allow the battery time to recharge after normal power returns.
Do not repeatedly reboot the panel while waiting for the battery to recover.
If the Panel Low Battery condition remains after normal power has been restored and the battery has had time to recharge, or if the panel continues restarting, contact CommTech Systems.
If the panel restarts whenever lights flicker or power briefly drops, record when it happens.
This may indicate a problem involving:
Check whether the panel displays AC Power Failure or Panel Low Battery after the restart.
If the problem continues during power fluctuations or also occurs when electrical power appears normal, contact CommTech Systems.
If the panel restarts even when there is no obvious power problem, record:
A pattern can help diagnose the problem.
If random restarts continue, contact CommTech Systems with this information.
If the restart occurs at approximately the same time each day, make note of the exact time.
Also note whether anything else at the property occurs at that time, such as:
Do not intentionally reproduce the problem by cycling electrical equipment.
If the pattern continues, provide the timing information to CommTech Systems.
If the panel displays its startup screen for an unusually long period and never reaches the normal home screen, do not repeatedly remove power or attempt repeated restarts.
If the panel will not complete startup and return to its normal home screen, contact CommTech Systems.
If the panel reaches the normal screen briefly and then restarts again, allow it to complete the process without repeatedly touching the screen or removing power.
If possible, note any message displayed before it restarts.
If the cycle continues and the panel will not remain operational, contact CommTech Systems.
A brief black screen can occur as part of a restart.
If the screen repeatedly goes black followed by the Qolsys startup screen, treat this as a repeated-restart problem.
Check for:
If the restarting continues, contact CommTech Systems.
If Alarm.com repeatedly changes between Offline and Online at approximately the same times the panel restarts, the two problems may be related.
Record the approximate times shown in Alarm.com and compare them with the times the physical panel restarts.
This information can be useful when CommTech Systems investigates the problem.
If the physical panel is actually restarting, troubleshoot the panel and power condition rather than treating this only as an Internet or Alarm.com problem.
If Alarm.com shows Offline but the physical panel is operating normally without restarting, the problem may be communication-related rather than a reboot problem.
Check the panel for a communication trouble message.
Do not assume the panel is restarting solely because Alarm.com reports the system Offline.
If repeated restarts began after:
first determine whether normal electrical power has returned and whether the panel displays AC Power Failure or Panel Low Battery.
If the panel continues restarting after normal power has returned, contact CommTech Systems.
If there is visible damage, a burning smell, unusual heat, swelling, or other signs of electrical damage, stop handling the equipment and contact CommTech Systems.
If the problem started after an electrician or contractor performed work at the property, note what work was performed.
Changes to outlets, breakers, circuits, or power supplies can affect alarm equipment.
Check whether the panel reports AC Power Failure and whether its normal power source appears to have power.
If the panel continues restarting, tell CommTech Systems about the recent electrical work when requesting assistance.
Changing a router or Internet provider should not normally cause the Qolsys panel itself to continuously restart.
Determine whether:
If the physical panel remains operating normally but Alarm.com is Offline, troubleshoot the communication problem rather than treating it as a reboot problem.
If the physical panel is actually restarting, check the panel's power and battery conditions.
Electronic equipment can normally feel somewhat warm.
However, if the panel is unusually hot, smells burned, appears swollen, or shows other signs of damage, stop handling it and contact CommTech Systems.
Do not continue normal troubleshooting when there are signs of overheating or electrical damage.
Do not open the panel to inspect the internal battery unless specifically instructed by CommTech Systems.
If you can already see evidence of swelling, deformation, leaking, or damage, do not attempt to remove or replace the battery yourself.
Stop handling the equipment and contact CommTech Systems.
If touching or using the panel appears to cause it to restart, record what you were doing immediately before the restart.
For example:
Try to determine whether the restart consistently occurs during the same normal action.
Do not repeatedly reproduce the problem.
If the behavior continues, contact CommTech Systems and describe the action that appears to trigger the restart.
If the panel restarts when you attempt to arm or disarm, note whether it happens:
Also note any message displayed before or after the restart.
Do not repeatedly arm and disarm the system simply to reproduce the problem.
If the behavior continues, contact CommTech Systems.
If the panel restarts during an alarm or when a siren operates, contact CommTech Systems.
Do not intentionally create another alarm to test it.
This condition should not be repeatedly reproduced by the customer.
If the restart happened during or immediately after an actual alarm event, record:
If the panel continues restarting or the restart appears related to alarm operation, contact CommTech Systems.
If the system is armed and the panel is unstable, avoid intentionally triggering sensors while troubleshooting.
Check Alarm.com if available to determine the current system status.
Do not assume the system successfully armed or disarmed if the panel restarted during the command.
If you cannot reliably determine or control the armed state of the system, contact CommTech Systems.
If the panel is repeatedly restarting and you are unsure whether connected smoke or carbon monoxide protection is operating normally, do not assume life-safety protection is available.
Contact CommTech Systems promptly.
Do not bypass, disable, cover, remove, or otherwise defeat smoke or carbon monoxide protection in an attempt to correct a panel problem.
If an actual fire or carbon monoxide emergency exists, leave the property and contact emergency services.
Repeatedly unplugging the panel is not an appropriate fix for a reboot loop.
It may also cause the system to operate from its backup battery.
If the panel is already restarting, use the safe diagnostic checks above rather than repeatedly cycling its power.
Do not open the panel and disconnect the internal backup battery in an attempt to stop the restarting.
If a battery or internal power problem is suspected after the customer-safe checks have been completed, contact CommTech Systems.
Do not factory reset the Qolsys panel because it repeatedly restarts.
A factory reset may remove important system configuration and will not necessarily correct the underlying hardware, battery, or power problem.
Contact CommTech Systems if:
When requesting assistance, provide when possible:
Do not delay contacting CommTech Systems if there is unusual heat, a burning smell, visible damage, an electrical hazard, or uncertainty about life-safety protection.
For your security, do not provide alarm codes, passwords, monitoring verification information, or other private account credentials through the support chatbot.