If a sensor or connected device that you previously saw in Alarm.com is no longer displayed, first determine whether the device is missing only from Alarm.com or whether the Qolsys panel also has a problem communicating with it.
These instructions apply generally to devices associated with:
Depending on your system, Alarm.com may display alarm sensors, smart locks, thermostats, garage doors, lights, cameras, and other connected equipment.
Determine exactly which device you expect to see.
Examples include:
Write down the device name if you remember it.
If your Alarm.com login has access to more than one location, make sure you are viewing the correct property.
A device assigned to one location will not normally appear under another property.
Before making any system changes:
A temporary app or synchronization issue may correct itself after refreshing.
If available, check Alarm.com from another authorized phone, tablet, or web browser.
If the device appears for another user but not for you, the issue may involve your account access or app rather than the physical device.
If another authorized Alarm.com user can see and control the device, the equipment itself may be working normally.
The difference may involve user permissions.
Contact CommTech Systems if access needs to be reviewed.
Do not share another user's Alarm.com login.
For alarm sensors, check whether the Qolsys panel still recognizes the affected device.
For example, if a Front Door sensor seems to be missing from Alarm.com, check whether the panel still responds when the Front Door is opened and closed.
Do this only while the system is Disarmed.
If the Qolsys panel correctly recognizes a sensor but Alarm.com does not display the expected information, there may be an Alarm.com synchronization, display, or account issue.
Do not delete the sensor from the panel.
Contact CommTech Systems if the device remains missing.
If the sensor is missing or not responding at both the Qolsys panel and Alarm.com, check the panel for:
Contact CommTech Systems if the device is no longer operating normally.
A device that is Offline is different from a device that has completely disappeared.
If it still appears in Alarm.com but shows Offline, troubleshoot the communication or device problem rather than trying to add the device again.
If a smart lock that previously appeared in Alarm.com is gone:
Do not reset the lock.
Contact CommTech Systems if it remains missing.
If an Alarm.com thermostat no longer appears:
Do not reset the thermostat solely because it is missing from Alarm.com.
Contact CommTech Systems.
If garage door control was previously available but is no longer displayed:
Do not reset the garage door equipment.
Contact CommTech Systems if Alarm.com control remains missing.
If a connected light or other smart-home device disappears from Alarm.com, determine whether other connected devices are also missing.
If several devices disappear together, there may be a larger communication or system issue.
If multiple devices disappear from Alarm.com at approximately the same time, check whether:
Contact CommTech Systems if multiple devices remain missing.
If most or all connected devices suddenly disappear, do not attempt to add everything again.
Verify that:
Contact CommTech Systems.
If a device disappeared after a power outage:
If the device remains missing, contact CommTech Systems.
If the issue began after changing:
check whether the Qolsys system or other Alarm.com devices are also affected.
Provide CommTech Systems with information about what changed.
If an alarm sensor disappeared or stopped responding after its battery was replaced, check:
If the sensor does not respond at the Qolsys panel, contact CommTech Systems.
If a smart lock, thermostat, garage door device, alarm sensor, or other connected device was replaced with new equipment, the replacement device may need to be connected to the system.
Contact CommTech Systems.
If contractors removed or replaced a sensor during:
do not attempt to add it back yourself.
Contact CommTech Systems and explain what work was performed.
Alarm.com cameras use a different connection method from many alarm sensors and smart-home devices.
If a camera is missing but the alarm system is otherwise working, check whether other Alarm.com cameras are available.
Also check whether the camera has power and whether the property Internet is working.
Do not factory reset the camera as the first troubleshooting step.
Sometimes the device may still be present under a different name.
Review the available devices before assuming it has disappeared.
If you see an unfamiliar device name, do not rename or remove it until you know what it controls.
If the same device appears more than once, do not delete either entry without knowing which one is active.
Contact CommTech Systems so the configuration can be reviewed.
If Alarm.com suddenly displays a device you do not recognize, do not operate, rename, or remove it.
Contact CommTech Systems and provide the name shown in Alarm.com.
If a security sensor or connected device has disappeared, do not attempt to add a new device simply to replace the missing entry.
The original device and system configuration should be checked first.
Do not remove devices that appear Offline, duplicated, or unfamiliar while troubleshooting.
Deleting the wrong device can affect security or automation functions.
Factory resetting a lock, thermostat, camera, garage door device, or other connected equipment can remove its existing system connection.
Contact CommTech Systems before resetting connected equipment.
A missing Alarm.com device does not require factory resetting the Qolsys panel.
Contact CommTech Systems if:
When requesting assistance, provide:
For your security, do not provide alarm codes, door-lock codes, passwords, or other private account credentials through the support chatbot.