If your Qolsys panel reports Sensor Malfunction, Sensor Not Responding, or a similar sensor trouble, the panel may no longer be receiving normal communication from that device.
These instructions apply generally to:
Many alarm sensors communicate wirelessly with the Qolsys panel.
The system expects to receive communication from these devices. If the panel does not receive the expected communication, it may report a malfunction or similar trouble condition.
This does not automatically mean the sensor has permanently failed.
Possible causes can include:
Check the Qolsys panel or Message Center for the exact device name.
For example:
Write down the exact sensor name and trouble message.
This is especially important if more than one device is reporting trouble.
Determine whether the same sensor also reports Low Battery.
A weak battery can sometimes contribute to communication problems.
If the panel reports both a low battery and a malfunction for the same device, the sensor battery should be addressed first.
Use the correct battery for the specific sensor model.
If the sensor is safely accessible, look for obvious problems.
Check whether:
Do not disassemble the device beyond normal customer battery replacement.
If the affected device is a door or window sensor:
If the panel does not respond when the opening is operated, the sensor may not be communicating properly.
An Open condition and a Malfunction condition describe different problems.
Open means the system believes the protected opening is currently open.
Malfunction generally indicates a problem with the device or its communication.
Read all active messages before troubleshooting.
If the sensor also reports a tamper, check that its cover is installed correctly.
A sensor that was recently opened for battery replacement may report more than one trouble condition.
Correct the physical cover or battery issue and check the panel again.
Wireless motion detectors may conserve battery by temporarily limiting repeated transmissions after detecting movement.
Because of this behavior, repeatedly walking in front of a motion detector may not produce an immediate new response every time.
If the panel specifically reports the motion detector as malfunctioning, check for:
Contact CommTech Systems if the trouble remains.
If the malfunction appeared after a battery replacement:
If the sensor still does not communicate, contact CommTech Systems.
Wireless sensors are installed with communication range and location in mind.
If a sensor was recently:
communication may be affected.
Return the device to its original installed location if it was accidentally moved.
Contact CommTech Systems before permanently relocating alarm equipment.
If the problem started after construction or remodeling, tell CommTech Systems about the changes.
New materials or equipment can sometimes affect wireless communication.
Examples may include major structural changes, metal materials, large equipment, or relocation of the alarm panel or sensor.
If only one device is reporting trouble while all other sensors work normally, the problem is more likely associated with that particular sensor or its communication path.
Check:
If the trouble remains, contact CommTech Systems.
If several sensors begin reporting malfunction at approximately the same time, do not assume all of the sensors failed simultaneously.
The problem may involve something affecting communication with multiple devices.
Write down which sensors are affected and contact CommTech Systems.
If the sensor appears to operate normally but the malfunction message remains, allow the system time to receive updated communication from the device.
If the trouble does not clear or repeatedly returns, contact CommTech Systems.
Repeatedly removing and reinstalling a sensor battery is not recommended as a troubleshooting method.
If the correct battery is installed properly and the sensor continues reporting a malfunction, further diagnosis may be required.
Do not delete a malfunctioning sensor from the Qolsys panel.
Deleting a sensor can remove security protection from that area.
The cause of the malfunction should be diagnosed instead.
Do not factory reset the Qolsys panel because one or more sensors report a malfunction.
A factory reset can affect the security system configuration and is not an appropriate customer troubleshooting step for a sensor communication problem.
Use additional caution if the affected device is a:
Do not ignore, bypass, remove, or disable a malfunctioning life-safety device as a permanent solution.
Contact CommTech Systems for assistance.
If there is an active fire, carbon monoxide, or other emergency condition, move to a safe location and contact emergency services.
The panel may provide an option to bypass certain burglary sensors when arming.
A bypassed sensor will not provide its normal protection.
Do not repeatedly bypass a malfunctioning device instead of having it repaired.
Do not use bypassing as a workaround for life-safety equipment.
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.