Interlogix Simon XT - GSM LED Troubleshooting
LEDs
The radio module has 5 LEDs marked L1 (Red), L2 (Yellow), L3 (Yellow), L4 (Green), and L5 (Yellow).
Figure 1: Alarm.com XT/XTi GSM Module
Radio LEDs
Table 1 shows what each LED represents.
Table 1: LED functions
| LED | Function: Idle | Function: PowerSave | Function: Connected |
|---|---|---|---|
| L1 | Flashes Errors | Flashes Errors | - |
| L2 | Communication with the panel | Communication with the panel | Communication with the panel |
| L3 | Communication with the radio unit | Same pattern as L2 | Communication with Alarm.com |
| L4 | Sign Level (zero to five) | - | 2 seconds on and 2 seconds off |
| L5 | Flashes Errors | - | - |
L1 (Red)
L1 flashes one to eight times when there is an error. If there are two or more errors at the same time, the errors will flash one after the other. The LED will stay off for at least 4 seconds between errors. For more information, see LED 1 Troubleshooting.
L2 (Yellow)
L2 flashes with every communication between the module and the panel. Normal pattern calls for a series of quick flashes every 2 seconds in Idle Mode or 4 seconds in PowerSave Mode. Occasionally this will flash to indicate Z-Wave status. For more information, see Z-Wave troubleshooting on LED 2 and LED 5.
L3 (Yellow)
L3 flashes with every communication between the module and its radio unit in Idle Mode, and with every communication with Alarm.com in Connected Mode. In PowerSave Mode, this LED flashes in unison with LED 2.
L4 (Green)
L4 indicates the GSM signal level as a number of flashes (zero to five bars). A level of five bars is obtained only in the strongest signal conditions. Signal level is updated every 10 seconds if it fluctuates, or every 30 seconds if it is fairly stable.
L5 (Yellow)
L5 indicates Z-Wave errors. For more information, see Z-Wave troubleshooting on LED 2 and LED 5.
GSM Phone Test
This step must be taken before any signals are sent. To initiate module communication with Alarm.com and the GSM network the first time, perform a GSM phone test.
The panel will display GSM Comm Test in progress to indicate the test has been initiated.
The Simon XT/XTi panel notifies when the GSM Phone Test has been completed by displaying GSM Test signal sent OK on the panel screen. This indicates that Alarm.com has received and acknowledged the signal. This does not guarantee that the signal went through to a monitoring station; it confirms that the Alarm.com Operations Center received the signal. The monitoring station should be contacted directly to verify that the signal was received on the correct account and that the Monitoring Station routing settings have been set up correctly.
The signal may not go through to the monitoring station if either:
- Alarm.com was unable to send the signal successfully to the Monitoring Station.
Reporting information
Simon XT
To receive basic troubleshooting information from the panel, press any of the following keys listed in Table 2 for 10 seconds and read the following information displayed on the screen.
Table 2: Diagnostic key presses
|
Key |
Message description |
|---|---|
|
1 |
15-digit module serial number. Needed to create an Alarm.com account. |
|
2 |
Module firmware version. |
|
3 |
15-digit SIM card number. You may be asked for this number by a technical support representative to verify that the module was activated on the GSM network. |
|
4 |
List of report types that the module will send to Alarm.com and the monitoring station. See Table 3 for a list of the report types. |
|
5 |
Wireless signal strength level and module status or error, if any. The panel will display bars for the signal level (zero to five) and a number (2 - 31) followed by its current Mode. See Table 4 for a list of possible GSM status labels. |
|
6 |
Battery voltage read by the module and the AC power status. |
|
8 |
GSM frequency currently used by the module. High = 1900MHz, Low = 850 MHz. |
Table 3: Report types
| Report | Description |
|---|---|
|
Tst |
Phone Tests |
|
Ala |
Alarms |
|
Sys |
System Troubles |
|
Zon |
Sensor Troubles |
|
Arm |
Arm/Disarm |
|
Byp |
Sensor Bypass |
|
Ac |
AC Power Failure |
|
Pho |
Phone Failure |
|
Pgm |
Panel Programming |
|
Tpr |
Tamper |
|
Can |
Cancels |
|
Nor |
Normal Activity |
|
Pow |
Modem On Line |
|
Png |
Pings |
|
C&S |
Crash and Smash |
|
Bat |
Panel Low Battery |
Table 4: GSM status
|
Mode |
Description |
|---|---|
|
Idle |
Idle and registered on the GSM network (most common). |
|
Roaming |
Idle and roaming on partner GSM network. |
|
PowerSave |
AC power is down. |
|
Registering… |
In process of registering with GSM network. See LED 1, three flash error. |
|
Connection Error |
Cannot connect to Alarm.com. See LED 1, four flash error. |
|
Radio Error |
Radio not working properly. See LED 1, five flash error. |
|
Server Error |
Encryption Error. See LED 1, eight flash error. |
|
Connected |
Currently talking to Alarm.com Servers. |
|
Connecting… |
In the process of connecting to Alarm.com Servers. |
|
Updating… |
Updating signal level. |
Simon XTi
To access troubleshooting information on the Simon XTi, go to Programming, press Interactive Services, and go to the Module Status section.
Troubleshooting procedures
Check power
To check the battery voltage and AC power status, press and hold [6] for XT. For XTi, check in the Module Status section.
- If the battery voltage is less than 6.00 V, the battery needs to be recharged (the panel should recharge the battery over time if left in and running on AC power).
- If the battery will not recharge, check the battery leads to make sure they are connected securely to the panel. It may need a new battery.
- If there is no AC power the module will remain in PowerSave Mode. While in PowerSave Mode, the radio LEDs L2 and L3 will flash simultaneously. Check the connection from the AC power supply.
- Power cycle the system by disconnecting the AC and the battery. Wait at least 30 seconds and then reconnect the battery. If the panel does not display GSM Module OK, connect the AC power and check again.
Check the GSM Phone Test has been performed correctly
The Phone Test must be completed before any signals can be sent from the panel to Alarm.com over the GSM network. For more information, see GSM phone test.
LED 1 Troubleshooting
Use LED 1 (visible at the bottom of the radio) to determine what the issue is. If there is no LED activity, check the module power. If there is LED activity, use Table 5 to troubleshoot the problem.
Note: It may take up to 10 minutes before L1 detects and flashes an error code.
The following table describes the errors indicated by LED L1:
|
Flashes |
Issue |
|---|---|
|
1 |
The module cannot communicate with the panel. Perform a power cycle on the panel. If the error persists lift the module out of the panel and re-insert it. If the error is still observed try a different module. If that does not fix the problem, try a new panel. |
|
2 then 4 |
The module provisioning process could not be completed. |
|
2 then 5 |
The module provisioning process could not be completed because the module is currently roaming on the carrier's network. |
|
3 |
The module is trying to register on the GSM network. If it persists for more than a few minutes, the module is having problems registering. Check L4 for signal level. If signal level is lower than two bars, change the panel's location or use a remote antenna option. |
|
4 |
The module is registered on the GSM network but cannot connect with Alarm.com. Contact Alarm.com CORE Support. |
|
5 |
Radio portion of the module is not working correctly. Verify power requirements are met. If this persists for more than a few minutes the module may need to be replaced. This error is extremely rare so verify that the module is flashing five times. |
|
6 |
This is an error only if it persists for more than a minute. Otherwise, it's just an indication that the module is fixing an unusual condition regarding communication with the GSM network. |
|
7 |
The module is not compatible with this panel type. Please insert a compatible module. |
|
8 |
If it persists, the account may have been set up incorrectly. Contact Alarm.com CORE support. You will be asked to check the serial number of the module. |
Signal Troubleshooting LED 4
If the LEDs are working properly and the signals won't transmit, it is likely a coverage problem or an activation issue (less likely). Check coverage to ensure there is network coverage at the installation location. To find coverage for your location, refer to https://alarmadmin.alarm.com/Support/CheckCoverage.aspx. The location should be at minimum a moderate coverage area. Use LED 4 to determine the signal.
- If there at least two bars and you are still not seeing communication, contact Alarm.com CORE support.
- If there are less than two bars, make sure the module is not underground, in a closet, or surrounded by any metal. Move the module and use LED 4 to find a good coverage area. Keep in mind that it may take L4 a moment to read and display the signal level at a new location.
Troubleshoot signal level and contact Alarm.com CORE support. It may be necessary to relocate the module in order to get better coverage.
Note: Finding a way to expose the module's antenna is also a good way to increase the signal level.
Panel extremely slow to respond or signals not transmitted
The nature of the wireless module is such that it will only immediately respond to commands sent from the Alarm.com customer website if the module is actively communicating with the wireless network (Connected Mode). For power management purposes, if it does not receive any commands or proactively send any signals for an extended period of time, the radio module goes into Idle Mode.
In Idle Mode, it will send alarm signals instantaneously. Any signal originating from the system itself will be sent with no delay at all times (alarms, armings/disarmings at the panel, AC failures, sensor low battery messages, etc.). If a command is sent to the system when it is in Idle Mode, there will be a slight delay between when the signal is sent and when the panel responds. First, wake up the module. When it acknowledges that wakeup message, it will receive the command. This is the system's normal radio communication pattern. The delay should never be more than about 2 minutes.
If it takes longer than that (or is not received), troubleshoot the signal by using LED 4. Press and hold [5] on the XT, or go to Programming → Interactive Services → Module Status on the XTi.
Relocation of the module may be necessary. Exposing the module antenna may also help.
Z-Wave troubleshooting on LED 2 and LED 5
L2 flashes with every communication between the module and the panel. Normal pattern calls for a series of quick flashes every 2 seconds in Idle Mode or every 4 seconds in PowerSave Mode.
The following table is troubleshooting for LED 2:
| Flashes | Device status or error | Description |
|---|---|---|
| 4 | Add mode (lasts 120 seconds or until a device is added). | This mode can add a device to the local Z-Wave network. Devices cannot be added if they are already a part of a network. |
| 2 | Delete mode (lasts 120 seconds or until a device is deleted). | This mode can delete a device from a Z-Wave network. A device can only be in one network at a time, and therefore must be deleted before it can be learned into a new network. |
| Solid | Successful add or delete node. | After receiving this signal, leave all devices by the GSM module for one minute. Locks must be left for 4 minutes |
| Solid and 1 Flash |
Add node attempt failed because node already in a network (lasts 60 seconds). |
The device is already in a network, and must be deleted before it can join a new network. |
The following table is troubleshooting for LED 5
| Flashes | Device status or error | Description |
|---|---|---|
| 2 | No other nodes are in the network (lasts until a device is added to the network). | No devices have been added yet. |
| 5 | Learn mode error (lasts 60 seconds). | The module failed to add in a device to the ZWave network. |
| 6 | No Home ID present (lasts until the module connects to Alarm.com and is configured). | When the GSM module first connects to Alarm.com, it is configured with a unique network ID. |
Alarm reporting delay or no signals to the Alarm.com customer website or Monitoring Station
This may be due to the dialer delay on the panel. The panel has a built-in dialer delay which will keep the system from sending an alarm signal to the monitoring station for 30-45 seconds after the alarm is tripped. This delay is in place to reduce false alarms. If the user disarms before this period expires, we do not send the alarm signal. If, after testing, it is determined that it is not the dialer delay that is causing this, verify the Monitoring Station forwarding account has the correct contact and event type forwarding information. If the issue persists, contact Alarm.com CORE support.
Note: Alarm.com should still report a Pending Alarm on the Alarm.com customer website when a panel issues an alarm and is awaiting the expiration of the dialer delay. This will come to us immediately and once the dialer delay expires, the Alarm.com customer website will either report a typical alarm (no one disarmed the panel) or a disarm (canceled during the dialer delay).
Wireless coverage tips
- Check that the antenna is installed. If there is a 6-foot cable antenna, it can be run down the inside of the wall. If there is a remote antenna with 12-18 feet of cable, this will probably be the best option.
- Check that the panel is upright.
- Check that the module is not inside of or leaning against a metal structure.
- Try to move the module as high as possible in the house. If deep inside a building, try to move the module near a window. When moving the module to a new location, wait for a few minutes before checking if coverage has improved.
- To reset the radio module, unplug the panel from the power outlet. Disconnect the battery and power down the radio module completely. Wait 30 seconds. Reconnect the battery. Plug the panel in the power outlet.
- If nothing works and the module is in an adequate coverage area, try a new module or a different network.
Note: Like other types of cellular communication, full coverage does not guarantee that the system will operate correctly. The position of the system within the building, the antenna, the type of building, and interference from other electronic equipment are all factors that can affect communication.