Qolsys IQ Panel 2 4 and 5 - Reboot the Panel Safely

Qolsys IQ Panel 2 4 and 5 - Reboot the Panel Safely

Qolsys IQ Panel 2 4 and 5 - Reboot the Panel Safely

Occasionally, a Qolsys IQ Panel may need to be restarted to correct a temporary software, touchscreen, Wi-Fi, or communication issue.

These instructions apply generally to:

  • Qolsys IQ Panel 2
  • Qolsys IQ Panel 2 Plus
  • Qolsys IQ Panel 4
  • Qolsys IQ Panel 5

A normal reboot is different from removing power or performing a factory reset.

When a Reboot May Help

A normal reboot may be appropriate when:

  • The touchscreen is responding unusually.
  • A menu is not loading correctly.
  • The panel recently experienced an Internet or network problem.
  • Wi-Fi is behaving unexpectedly.
  • The panel appears slow or temporarily unresponsive.
  • CommTech Systems has instructed you to restart the panel.

A reboot should not be used repeatedly to hide an ongoing trouble condition.

Before Rebooting

Before restarting the panel:

  1. Make sure there is no active emergency.
  2. Make sure the system is disarmed.
  3. Read and note any trouble messages currently displayed.
  4. If possible, note whether Alarm.com currently shows the system online or offline.

Do not reboot the panel during an active alarm event.

Normal Qolsys Reboot Procedure

Qolsys IQ panels provide a software restart option through the panel menus.

Generally:

  1. Swipe down from the top of the panel screen.
  2. Select Settings.
  3. Select Advanced Settings.
  4. Enter an authorized customer or Master Code.
  5. Locate Panel Reboot or the available restart option.
  6. Confirm the reboot.

The panel will shut down its software and restart.

The exact wording and location of the reboot option can vary slightly depending on the panel generation and software version.

IQ Panel 2 and IQ Panel 2 Plus

For an IQ Panel 2 or IQ Panel 2 Plus, use the panel's normal software reboot option whenever the touchscreen is responsive enough to access it.

Do not remove the panel from the wall and disconnect its battery simply to perform a normal restart.

IQ Panel 4

The IQ Panel 4 also provides a controlled panel reboot through its Advanced Settings.

Use this method instead of unplugging the panel or disconnecting its internal battery.

Qolsys documentation provides Panel Reboot as the normal controlled restart function for the IQ Panel 4.

IQ Panel 5

For an IQ Panel 5, use the panel's normal on-screen reboot/restart function when available.

Menu appearance can vary with the installed IQ5 software version.

If the panel is completely frozen and the normal reboot function cannot be accessed, contact CommTech Systems before attempting to disconnect internal power or batteries.

What Happens During a Reboot

During a normal reboot:

  • The touchscreen will temporarily turn off.
  • Security functions will temporarily be unavailable while the panel restarts.
  • The panel will reload its operating software.
  • Network and communication connections may take additional time to reconnect.

Allow the panel to finish starting before attempting additional troubleshooting.

After the Panel Restarts

After the reboot:

  1. Allow the panel to fully load.
  2. Check for trouble messages.
  3. Verify that the correct date and time appear.
  4. Check the Wi-Fi connection if applicable.
  5. Check Alarm.com to see whether current system status is being reported.
  6. Verify that normal security functions are available.

If the original problem immediately returns, repeatedly rebooting the panel is unlikely to correct the underlying problem.

Reboot Is Not a Factory Reset

A reboot simply restarts the panel.

A factory reset can remove or alter system configuration and is a completely different procedure.

Do not factory reset a Qolsys panel as a normal troubleshooting step.

A factory reset can affect:

  • Sensor programming
  • Alarm.com communication
  • System settings
  • User configuration
  • Security configuration
  • Other programmed equipment

If a factory reset is ever required, it should be performed under the direction of CommTech Systems.

Do Not Unplug the Transformer as the First Step

Qolsys panels contain backup batteries.

Simply unplugging the panel's power supply may not shut down the system because the panel can continue operating from its battery.

Unplugging AC power can also create an AC power-failure condition.

Use the panel's controlled reboot option instead.

Do Not Disconnect the Battery for a Normal Reboot

Do not open the panel and disconnect its internal backup battery simply because you want to restart it.

Battery disconnection is not the normal customer reboot procedure.

Opening the panel may also create a tamper condition.

Panel Is Completely Frozen

If the screen is completely frozen and you cannot access the normal reboot option:

  1. Wait briefly to determine whether the panel recovers.
  2. Check whether the display is still illuminated.
  3. Note anything displayed on the screen.
  4. Contact CommTech Systems.

Do not begin removing covers, disconnecting batteries, or changing wiring unless instructed to do so.

Panel Keeps Rebooting by Itself

A panel that repeatedly restarts without being commanded to do so may have an underlying problem.

Possible causes can include:

  • Power problems
  • Battery problems
  • Hardware problems
  • Software problems
  • Other system faults

Do not repeatedly attempt additional resets.

Contact CommTech Systems.

Reboot Did Not Fix the Problem

If the original problem remains after one normal reboot, gather the following information:

  • Qolsys panel model
  • Exact trouble or error message
  • What the panel was doing before the problem began
  • Whether there was a recent power outage
  • Whether Internet or network equipment recently changed
  • Whether the problem began after any equipment or programming change

This information can help CommTech Systems determine the next troubleshooting step.

Life Safety Systems

Do not reboot the panel simply to silence or avoid an active:

  • Fire alarm
  • Carbon monoxide alarm
  • Medical alarm
  • Other emergency condition

If there may be an actual emergency, follow the appropriate emergency procedures.

When to Contact CommTech Systems

Contact CommTech Systems if:

  • The touchscreen is completely frozen.
  • You cannot access the normal reboot option.
  • The panel will not restart.
  • The panel repeatedly reboots by itself.
  • The panel does not reconnect to Alarm.com after restarting.
  • Trouble messages return immediately.
  • The panel loses power unexpectedly.
  • The system behaves differently after rebooting.
  • You are being prompted for an installer or dealer credential.
  • You believe the panel may require a factory reset.

When requesting assistance, provide the panel model and a description of what is displayed on the screen.

Do not provide your alarm code, Master Code, Installer Code, Alarm.com password, or Wi-Fi password through the support chatbot.