Qolsys IQ Panel 2 4 and 5 - Touchscreen Frozen or Panel Not Responding

If your Qolsys panel appears frozen or is not responding, first determine exactly what the panel is doing.

These instructions apply generally to:

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

A panel with a frozen touchscreen is different from a panel with a completely black screen or no power.

Which Problem Are You Having?

Determine which description best matches the problem:

• The screen is visible, but touching it does nothing.
• The screen responds very slowly.
• Only part of the touchscreen responds.
• The screen is completely black.
• The panel appears to have no power.
• The panel is stuck on a startup screen.
• The panel repeatedly restarts.
• The touchscreen works, but one particular menu or function is frozen.

This information is important because these symptoms can have different causes.

Screen Is Visible but Touch Does Not Work

If information is visible on the screen but touching the screen does not produce a response:

1. Make sure the screen is clean and dry.
2. Remove anything resting against or touching the screen.
3. Try another area of the touchscreen.
4. Wait briefly and try again.
5. Determine whether any portion of the touchscreen responds.

Do not repeatedly press the screen with excessive force.

Do not use sharp objects or tools on the touchscreen.

Screen Responds Very Slowly

If the panel responds but is unusually slow:

1. Allow the current screen or operation time to complete.
2. Avoid repeatedly pressing the same button.
3. Check for any trouble messages.
4. If the panel remains unusually slow, perform a normal software reboot if the menus are still accessible.

Repeatedly pressing controls while the panel is delayed can cause unintended selections once it begins responding.

Normal Reboot if the Screen Still Works

If enough of the touchscreen works to access the menus, use the panel's normal software reboot function.

Generally:

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

Allow the panel to completely restart before testing it again.

Do not factory reset the panel.

Only Part of the Touchscreen Works

If one portion of the screen responds but another portion consistently does not, the problem may involve the touchscreen itself rather than the panel software.

Try a normal reboot if possible.

If the same area of the screen remains unresponsive after the reboot, contact CommTech Systems.

Do not attempt to disassemble the touchscreen.

Screen Is Completely Black

A black screen does not automatically mean the panel has failed.

Check whether the panel shows any signs of operation.

For example:

• Does touching the screen wake it?
• Are there any sounds?
• Does the panel respond when a door is opened?
• Does Alarm.com show current system activity?
• Is there a power or electrical outage at the property?

If touching the screen wakes it normally, the display may simply have been sleeping.

Panel Appears to Have No Power

If the screen remains black and the panel appears completely dead:

1. Check whether the building has electrical power.
2. Determine whether there was a recent power outage.
3. Check whether the panel's power supply has accidentally been unplugged.
4. Check for an obviously tripped breaker or GFCI if appropriate and safe.

Do not open electrical equipment or work with exposed wiring.

Do not open the alarm panel and disconnect or reconnect its internal battery unless instructed by CommTech Systems.

Check Alarm.com

If the physical panel appears unresponsive, check Alarm.com from your phone if available.

Determine whether:

• Alarm.com shows the system online.
• The armed or disarmed status appears current.
• Recent activity is being reported.
• Commands succeed or remain pending.

This can help determine whether the entire alarm system has stopped operating or whether the problem is primarily with the touchscreen/display.

Panel Is Stuck on the Startup Screen

If the panel remains on a Qolsys startup screen and never reaches the normal Security screen, do not repeatedly remove power.

Allow the panel sufficient time to complete startup.

If it remains stuck, contact CommTech Systems.

Tell us exactly what is displayed on the screen.

Panel Keeps Rebooting

A panel that repeatedly shuts down and starts again without being commanded to reboot may have an underlying problem.

Possible causes can include:

• Power problem
• Backup battery problem
• Hardware problem
• Software problem
• Other system fault

Do not repeatedly disconnect and reconnect power in an attempt to stop the reboot cycle.

Contact CommTech Systems.

Panel Works but One Menu Is Frozen

If the touchscreen generally works but a particular screen or menu will not respond:

1. Return to the main screen if possible.
2. Wait briefly.
3. Try opening the function again.
4. If the problem continues, perform one normal panel reboot.

If the same function continues to fail after restarting, contact CommTech Systems.

After a Power Outage

After an extended power outage, the panel may have operated from its backup battery.

When normal power returns:

1. Verify that the panel powers normally.
2. Allow the backup battery time to recharge.
3. Check for AC power or low-battery trouble messages.
4. Verify that Wi-Fi reconnects if applicable.
5. Check Alarm.com for current status.

A battery-related trouble condition may remain temporarily while the backup battery recharges.

Do Not Disconnect the Backup Battery as a First Step

If the touchscreen is frozen, do not immediately:

• Remove the panel from the wall
• Open the panel
• Disconnect the backup battery
• Unplug internal connections

Use the normal software reboot when possible.

If the normal reboot cannot be accessed, contact CommTech Systems.

Do Not Factory Reset the Panel

A factory reset is not the appropriate response to a frozen touchscreen.

A factory reset can affect programmed:

• Sensors
• Users
• Alarm.com communication
• System settings
• Security configuration
• Other connected equipment

Do not factory reset an IQ Panel 2, IQ Panel 2 Plus, IQ Panel 4, or IQ Panel 5 unless specifically instructed by CommTech Systems.

If the Alarm Is Currently Armed

If the panel is frozen while the security system is armed, avoid disconnecting power or opening the panel.

If Alarm.com is still communicating, determine whether the system can be safely controlled through the Alarm.com app.

If you cannot safely disarm the system, contact CommTech Systems.

Active Alarm or Emergency

A frozen or unresponsive touchscreen does not mean an active alarm should be ignored.

If there is an actual:

• Fire
• Carbon monoxide condition
• Break-in
• Medical emergency
• Other emergency

prioritize personal safety and contact the appropriate emergency services.

When to Contact CommTech Systems

Contact CommTech Systems if:

• The touchscreen does not respond at all.
• Only part of the touchscreen works.
• The screen remains completely black.
• The panel appears to have no power.
• The panel is stuck during startup.
• The panel repeatedly reboots.
• A normal reboot does not correct the problem.
• Alarm.com shows the system offline as well.
• The panel has an AC power or battery trouble condition.
• The system is armed and you cannot safely operate it.
• You believe the touchscreen or panel hardware has failed.

When requesting assistance, provide:

• Your Qolsys panel model if known
• Whether the screen is visible or black
• Whether any part of the touchscreen responds
• What is currently displayed on the screen
• Whether Alarm.com shows the system online
• Whether there was a recent power outage
• Whether the panel is repeatedly restarting
• Any trouble or error messages

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