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Climax troubleshooting - Broadband network

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Climax panels (HPGW) have the option of cell-only or Dual-Path (cellular and Wi-Fi). The following troubleshooting steps are for the Wireless Network (Wi-Fi) portion of the Climax panel and do not apply to systems using cell-only communication. 

Broadband communication troubleshooting

For troubleshooting broadband communication, verify the following:

  • Verify the Climax is connected to broadband with an Ethernet or Wi-Fi connection. 
    • Ethernet connection - Verify the Ethernet cable is plugged into both the customer’s router and the panel.
    • Wi-Fi connection - Verify the Wi-Fi dongle is plugged in, and the SSID and password are correct. For more information about configuring Wi-Fi, see Connect a Climax panel to a Wi-Fi network. 
  • Verify that the customer’s router has power and internet by checking the internet connection of a different device on the network.
  • If the panel is connected with a Static IP address, verify that all the parameters are set in accordance with network specifications.

BT Smart Hub router troubleshooting

If the customer is using a BT Smart Hub router with a Broadband Climax panel (HPGW) and they are having trouble connecting, try the following steps:

  1. Verify Smart Set is disabled on the BT Smart Hub.
  2. Power down the Climax panel.
  3. Connect the Climax panel to the BT Smart Hub via an Ethernet cable. 
  4. Power on the panel. 
  5. Wait for the panel to boot up. 
  6. Once the system is booted up, send a Dual Path Ping over broadband using the Remote Toolkit to test if the command is acknowledged in the Event History. If the command is acknowledged, then the broadband is working properly. For more information about sending a Dual Path Ping, see Ping the system to verify Dual-Path communication. 
  7. Verify the system arms/disarms properly. 
  8. Verify the home internet still works on other devices (e.g., smartphones, tablets, etc.). 
  9. If the system is working, leave the panel plugged into the BT Smart Hub and verify it continues to function normally.

Note: If the BT Smart Hub works with the Climax panel, it should also work when installing Alarm.com video cameras.