The alarm was recently set off, but central station did not receive the signal. Why not and how can I fix this?
Happy to assist!
If you have 24/7 monitoring and and alarm is triggered but the central station did not receive an alarm event, the first likely thing to check is programmed Dialer Delay.
It appears this is related to a Qolsys IQ Panel 2. The IQ Panel 2 by default has a Dialer Delay for all burglary alarm signals.
A dialer delay is a delay period between when an alarm is tripped and when the signal is forwarded to the central station. This is a way panels combat false alarm response by limiting unnecessary dispatch on accidental alarms.
If you take a look in your Alarm.com activity history, this event is listed as a Pending Alarm. If you see the word Pending that means a signal was sent to Alarm.com with dialer delay. ADC then forwards that signal when the dialer delay period ends. A second confirmed Alarm signal is actually sent to ADC from your panel, which gets sent to the central station.
In this instance the panel was disarmed within the dialer delay, so no signal was forwarded. This is normal and expected. The central station would not see this event, but you would see the “Pending” event in Alarm.com activity.
IIRC, the default time length for dialer delay is 30 seconds on the IQ Panel 2.
You can adjust dialer delay in your IQ Panel 2 programming under Settings – Advanced Settings - Installation – Siren and Alarms. It can be set between 15-45 Seconds, if SIA limits are enabled. 0-254 seconds if they are disabled.
Sia limits can be adjusted by navigating to Settings – Advanced Settings - Installation –Installer Settings - SIA Limits
Keep in mind that this would be in addition to any Entry/Exit delay programmed for sensors as well. You can find information on how to set entry exit delay programming here.