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Alarm.com delayed notifications and timeouts

Support Alarm.com delayed notifications and timeouts

Viewing 15 posts - 16 through 30 (of 33 total)
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  • #282710
    Ryan
    Ryan
    Surety

    The 2GIG-ANT5XL-GC2, with its 10ft cable, is designed so the panel can be on the wall in your living area while the antenna is in the attic. Is there a location where the antenna works well in the attic that you can run the cable down the wall to the panel?

    Have you considered trying a Go Bridge for dual path IP and cellular? That should help with the delay although even if you do it we should still try to resolve the cellular communication problem.

    #282713

    pilotnh
    Participant

    The panel has to be on the first floor. The attic is 2 floors above so that is not a solution.

    I do not want to add another variable to this issue so the GoBridge is out. I especially don’t want to be dependent on an IP which can be rendered useless by cutting a cable outside the home. This would only be a solution if my cell signal was primary and the IP a backup.

    Please remember that up until 2 or 3 weeks ago there was no problem. This is not a new install. I’ve had it for 6 years in the same location. I just want a fix to return it to where it was 2 or 3 weeks ago.

    From my perspective there are now only 3 possible issues:
    1. The cell tower- Tyler said he checked this against the cell provider list of known issues.
    2. The cellular module.
    3. The panel itself.

    What do you recommend for me to be able to fix this most efficiently?

    #282715

    pilotnh
    Participant

    One more thing I left out of my post above: When I look at radio status on the main panel it occasionally says 0/31 on the button but the button itself is green not red. It was my understanding that the button in the Installer toolbox is only green if the signal is above a certain level. Below that level it would be yellow and below that red. Why would it display 0/31 and be green?

    #282744
    Ryan
    Ryan
    Surety

    I completely agree that you shouldn’t depend on IP but if you’re experiencing delays dual path would help. Even if the cellular connection is great dual path makes for a better day to day experience as it’s lower latency. And dual path is more reliable than cellular alone as it increases the likelihood a signal will get through in time. But fair enough, it’s a personal preference and doesn’t address your real problem.

    I agree that those are the 3 most likely causes of the problem.

    There isn’t a good way to determine whether the tower is causing the problem. When we check known cell provider issues and we find a known issue in your area that’s a good indicator of the problem, but when we don’t find a known issue we can’t conclude that the tower isn’t causing the issue. The cell providers don’t always know. It’s a frustrating and difficult problem.

    You can certainly try replacing the module or the panel itself. Between those I would replace the module first as it’s more likely to be the culprit than the panel and it’s lower cost but given that your signaling is good outside I think that’s a long shot.

    Since signaling works fine outside your house then it seems like the signal is getting degraded or interfered with coming into your house to the location of the panel. I think the best bet, based on what we know, is to find a location in the house where the antenna works well, preferably within 10 feet of the location where you want the panel to be so you can just run the antenna there. The attic antenna does not need to go in an attic, it can go in the wall or even just on a window to help make sure nothing in the wall is interfering. Usually higher is better. If you’re comfortable drilling and sealing the antenna could even be routed through the wall and mounted outside in a IP66 plastic enclosure but that may be a bit extreme and there is the risk of a leak if not done well.

    What signal strength did you see on the panel when you had it outside?

    #282747
    Ryan
    Ryan
    Surety

    One more note on the option of replacing the module… 2GIG added support for a new LTE AT&T module (2GIG-LTEA-A-GC2) in the latest firmware release 1.19.3 but I don’t know when that module will be available.

    #283024

    pilotnh
    Participant

    I’ve done some more testing and now realize the problem isn’t any better when the panel is taken outside. The signal strength varies wildly even when no changes in position or location are made to the antenna. The virtual ‘radio status’ button in the installer toolbox varies in color (r/y/g) but does not seem correlated to the signal strength as it used to be.

    I have ordered a new Verizon LTE module which is due here tomorrow. Is there anything I need to do to tell either Surety or the panel itself of the change or can I just power down, install, and power up?

    #283039
    Tyler
    Tyler
    Surety

    You will need to send the 15-Digit cellular module number (IMEI) of the new module to our team via the Secure Message Tool so they can associate the new number with your Alarm.com account. Note that this can only be switched during normal business hours.

    You will want to power down the panel completely, transformer first, then internal battery and install the new module utilizing both of the included antenna. Then power up the panel battery first then transformer.

    After the number has been swapped on your account, our team will follow up via email to confirm. You will need to run a cell test after that in order to establish connection between panel and service.

    #283044

    pilotnh
    Participant

    Thanks, Tyler. If this doesn’t solve the problem, I’ll be reverting to the original LTE module and replacing the GC2 panel unless you have a better idea.

    #283157

    pilotnh
    Participant

    Also, can you help me make sense of this scenario in the pics:
    1. Signal 0/31 with green button
    2. Signal confirmed 0/31
    3. Radio test successful (and completed quickly)

    All 3 pics taken in a 5 second period without changing antenna position.

    • This reply was modified 1 month, 2 weeks ago by  pilotnh.
    Attachments:
    #283347
    Tyler
    Tyler
    Surety

    It looks like one of the pics is missing. Is this related to the original module as discussed above or the new module?

    #283350

    pilotnh
    Participant

    This is the original module. Actually only one of the pics should have been posted (they’re a collage of 3 shots). I didn’t want to post the one with ID #s. The point was to figure out why with 0 signal the button is green and module worked. I couldn’t delete the other pic, can you?

    I got the new module today. Plugged it in and am getting identical signals. Not sure this will solve the problem after registering the IMEI with you.

    Wondering now if a new panel is my next option or is there any way to get a longer cable for the 10 foot antenna.

    The frustrating part is this all worked fine, for years, up until a couple of weeks ago and I can’t figure out why.

    I would appreciate any ideas you have.

    #283353
    Tyler
    Tyler
    Surety

    The picture has been deleted.

    Wondering now if a new panel is my next option or is there any way to get a longer cable for the 10 foot antenna.

    AFAIK no there isn’t longer one than the attic one obtained above. although as you mentioned the existing module still fluctuated even outside so im unsure if a longer antenna would play a factor.

    Signalling information with the new module may not be accurate until fully connected and the IMEI has been associated with your ADC account and a cell test run afterwards.

    #283841

    pilotnh
    Participant

    Tyler,

    The new cell module was installed Monday morning with absolutely no change in the behavior of the system. We have now ruled out the antenna, the cell module, any electronics in my home interfering (all powered down for testing). The only two possible culprits are the panel itself or the Verizon cell signal reaching my house.

    Reasons it could be the panel:
    1. Almost 7 years old.
    2. Strange display (i.e. says 0/31 signal but colored green and can occasionally connect; also occasionally says 29/31 with no ability to connect.

    Reasons it could be the cell signal:
    1. Known construction of a new tower about a mile away (although I thought it was GSM for T-Mobile).
    2. Weak signal even outside on front porch.

    I am willing to buy a new panel if you think that will likely help. My current panel is one of the older ones (has “Emergency” and “Home” under the buttons). It’s my understanding that the settings from that can’t be backed up and restored to a new panel? What would be involved in installing a new GC2?

    I am willing to get a Go!Bridge but don’t want IP to be my primary source of connectivity. I would do this if you think it is a better option while waiting for the AT&T module to be available.

    Not sure what to do at this point but I need to do something. I have a wee bit of connectivity if the 10 ft. attic antenna is draped over an open closet door near the panel (can’t leave it like this forever).

    I would appreciate your input on how to proceed. This is the first time in almost 7 years I haven’t been able to fix a GC issue.

    Thanks!

    #283854
    Jason
    Jason
    Surety

    It is hard to say definitively, but based on the description, if you see somewhat of a change in quality outside, or with the antenna in a specific spot, this is unlikely to be caused by the panel itself.

    It is most likely a carrier signaling/tower connection issue locally at your location. Have you tried the steps in the following video yet? It is a hail mary, but would like to test to see if there is any effect.

    A Go!Bridge would provide concurrent IP backup communication. It cannot act as the only or primary communication source. However it is perfectly suited to a location where internet is more reliable than cell.

    Also, do you have any close neighbors that might have a cell network extender?

    It’s my understanding that the settings from that can’t be backed up and restored to a new panel? What would be involved in installing a new GC2?

    Settings cannot be backed up from an old panel (with “emergency” spelled out) to a GC3, but there is no issue with restoring to another GC2.

    If you went this route you could request a Backup and Restore process be started by submitting a request through our Secure Message tool. Be sure to not install the module in the new panel until instructed in reply by Surety customer service, as this would sync with ADC and overwrite your device list.

    #283857

    pilotnh
    Participant

    Jason,

    Thanks for the hail Mary, but no luck. The only weird thing was that when I cancelled the walk test, the Home button on the panel was flashing orange. I don’t know if there’s any significance to that.

    So…. what would you do next if this were your system in your home?

Viewing 15 posts - 16 through 30 (of 33 total)

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