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System indicates good signal strength but has consistent communication troubles

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Try the following troubleshooting steps if the system indicates good signal strength, but it consistently has trouble communicating or experiences delays. 

Power cycle the system 

If on-site at the panel's location, power cycle the panel using the following steps.

  1. Remove power from the panel and verify that the cellular module is seated properly. 
  2. Wait 2 minutes.
  3. Re-apply power to the panel.
  4. Perform a cell phone test. If successful, test remote commands.

Verify panel/module voltage

Verify the voltage of the panel and module. If a panel is not receiving enough power, the module could be in power save mode and not communicating. For more information about verifying voltage, see Measure panel and module voltage. 

Verify module location  

The following are best practices for module or hub locations: 

  • Verify the module or hub is installed high enough within the structure and near an exterior wall.
  • It is recommended that the module or hub is installed above ground (e.g., not in a basement) and not in the middle of a large structure (e.g., not in an interior closet far from the exterior walls).
  • Verify that nothing near the module or hub could be causing RF interference. Large metal objects or ductwork, sheet metal walls, and appliances that generate RF may interfere with the module or hub. 
Antenna placement

Note: This section does not apply to Qolsys panels and 2GIG GC3/e/EDGE panels since they have internal antennas only. 

Verify the antenna is securely attached and has good placement to receive signals. If no signal is being received at all, try a new antenna if possible. 

For LTE modules, verify both antennas are attached. For more information about LTE modules, see Why are there two antennas with the 4G LTE modules and what are they used for?. 

Note: For Interlogix NX modules, verify antennas are placed as far away from the module as possible and as far away as possible from each other.

Test a new module on a different network provider 

If a new module with the same provider is still unsuccessful, try connecting a module from a different network provider. 

Connect Dual-Path communication (if available)

If available, attempt to test Dual-Path communication for applicable panels. For more information about Dual-Path compatibility, see Which panels are compatible with Dual-Path communication?. 

If the trouble condition persists after troubleshooting, contact Alarm.com your technical support.