Alarm not disarming

Good morning.

Many times I face an issue that when coming to disarm the alarm, the base station is not responsive.

I type in the code and try to disarm on the wall panel, but nothing happens.

The app shows the base station as offline.

The red light is still on, on the base station, but then it seems to restart itself (lights go off) and when it comes back the alarm start going off and only then it can be disarmed.

The logs don’t show any network disconnection or restarts of the base station.

Any advice will be appreciated.


Hi @Gl5. Would you mind contacting our support team regarding this concern? They’ll be able to pull up your account and take a closer look at your system in order to get this squared away. You can give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support. Feel free to report back on what solution our support team suggests. :slight_smile: