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Support › Sensors Offline
May 26, 2019 at 9:13 am #282434
Can the system history of my system be reviewed for yesterday, May 25?
There is an issue wherein all sensors reported offline.
What are the next steps to take after acknowledging the issues at panel to reset?
Any ideas on cause?May 27, 2019 at 12:01 pm #282592
Following reset at panel by logging into toolbox, the errors were cleared. However, the same issue has arisen today with loss of supervision for all sensors.
Please be in touch to advise on what steps to take .May 27, 2019 at 1:05 pm #282597
Is May 25th the first time this issue has ever occurred? Have any changes been made to your control panel recently that might have been related?
We’ve seen this kind of issues occur before but it’s not always obvious what the cause is.
If you have a super switch takeover module and all the malfunctioned sensors are on it then we suggest replace the battery that’s backup powering the takeover module.
If you have many wireless sensors then the control panel may be struggling to receive supervision signals from the sensors. See this post for details. We may want to try upgrading your control panel firmware in but we’ll have to look investigate to see if the upgrade would include any improvements related to sensor supervision.
It’s possible that the wireless transceiver on the control panel is having an issue which could explain why all sensors are malfunctioning at once.
Our main office is closed today for Memorial Day so I don’t have the normal resources available to troubleshoot. Would you be able to wait until tomorrow for more thorough troubleshooting?May 27, 2019 at 1:24 pm #282606
Thanks Ryan for taking the time to reply today. May 25th was the first time this has occurred. I’m not sure what the super switch takeover module is, and if that’s a component to system. I would appreciate if tomorrow we could connect to review further, as system is currently non functioning.May 27, 2019 at 1:36 pm #282609
I read the link to the post you’ve supplied, and there have been no recent changes made to control panel. There are curretly thirty five acknowledged alerts at panel, which have been silenced, and will be left in history to aid in troubleshooting tomorrow. In past, any time a sensor battery has reported as low, it has been promptly changed.May 28, 2019 at 9:06 am #282667
Looking at the sensor list and panel details, this looks to be related to a rare known issue on the older 1.10 firmware your panel currently runs. All wireless sensors are showing malfunction due to the transceiver (the sensor radio in the panel) having failed.
There are two recommended steps in this case to resolve and ensure no repeat of this issue:May 28, 2019 at 9:52 am #282679
Thanks for your reply. Having read the provided link, are you able to do the over the air option to update the firmware? If so, what is the procedure?May 28, 2019 at 12:20 pm #282693
Over the air updates over cell have a one time $10 charge, and they can be requested by submitting a secure message to our team. Customer service will create an order for you and provide instruction!May 28, 2019 at 3:42 pm #282706
A message was submitted earlier on the customer service link. Is it possible to have this processed today?May 28, 2019 at 4:22 pm #282709
Requests can get backed up after a Holiday, but of course! 🙂 It looks like customer service sent an email regarding this request.May 30, 2019 at 6:32 am #282769
The two firmware updates were installed OTA.
Currently on the ADC app there is an alert; video device not responding.
Upon going to video (there are three cameras) to view, the active feed does come up for each.
Then, shortly turns to white screen which reads, Unable to connect to camera.
Any suggestions on how to remedy?
ThanksMay 30, 2019 at 9:00 am #282770
ADC video cameras would be unaffected by the OTA as they do not directly connect to the alarm panel at all.
It looks like the Video Device not Responding error is regarding the “Rear” camera specifically, and that camera does show the lowest wireless signal quality so that would just suggest it is having a little trouble connecting to wifi.
Has the router location changed at all? Have you moved or adjusted the cameras?
Since you are seeing some connection irregularities with all three cameras, it is a good idea to try a full power cycle of the router/modem first. Any change after everything reconnects?June 11, 2019 at 10:44 am #284662
This condition has been monitored over the past days. The router location has not changed. The email suggestions that accompanied message on failed connectivity test have been followed; there is solid green power light, no internet connection problem, power cycled camera.
Even though the error indicates that there is an issue with camera, a live feed can be brought up on app and viewed. On occasion, but not always, the retry on app screen needs to be pressed, as camera image is lost.
The rear camera is within thirty feet of router.
Any other suggestions?June 11, 2019 at 11:13 am #284673
From the sound of it I would guess the issue may just be intermittent wifi or internet loss. It looks like the camera is currently connected and showing successful DDNS update and supervision today. I would keep an eye on it to see if there is any pattern to the outage for now, if it is functioning for you consistently. I’ve sent a status check command and dismissed the error. Can you confirm you no longer see this error message?June 15, 2019 at 12:04 pm #285213
The error message was removed from app. Thanks. On Wednesday at 7:51am the alert ‘video device reported a remote connectivity restoration as of 7:50am. was received.
Is it typical to have this reporting delay, or could it have something to do with the underlying issue of what’s causing camera to go offline?
The same issue continues wherein the live feed comes up, and then goes to white screen to ‘retry’ not every time, but most of the time.
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