System Offline

Troubleshooting

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Frequently Asked Questions

Frequently Asked Questions

  • Why is my app stating that it is offline and what does that mean?

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    The offline message means that your alarm system lost its connection to the application services so you won’t be able to arm or disarm your system or control your smart home devices. This could be due to low reception for cellular systems or loss of internet for broadband systems. This does not necessarily mean your home or business is not protected.

  • What can I do to bring my broadband system back online so I can use my app?

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    There are several things you can do to bring a system back online. If you have a broadband system that connects to your router, check to see if you still have internet in the home. Next check that the Ethernet cord is not disconnected from the router. Lastly, plug the Ethernet cord from the panel into a different port on the back of the router. For further assistance, contact our support team via the Live Chat option on this page.

  • What can I do to bring my cellular system back online so I can use my app?

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    Most offline issues with cellular systems are due to low reception, similar to having low bars on your cell phone. To resolve this issue, unplug and move your control panel to another part of the home, preferably near a window, to see if the system comes online. Don’t worry, your system will run off of the backup battery while it is unplugged. Once the system is in its new location and plugged in, you may need to wait a minute or two after moving the system for it to reflect if it is online. For further assistance, contact our support team via the Live Chat option on this page.

  • Why is my app stating that it is offline and what does that mean?

    keyboard_arrow_down

    The offline message means that your alarm system lost its connection to the application services so you won’t be able to arm or disarm your system or control your smart home devices. This could be due to low reception for cellular systems or loss of internet for broadband systems. This does not necessarily mean your home or business is not protected.

  • What can I do to bring my broadband system back online so I can use my app?

    keyboard_arrow_down

    There are several things you can do to bring a system back online. If you have a broadband system that connects to your router, check to see if you still have internet in the home. Next check that the Ethernet cord is not disconnected from the router. Lastly, plug the Ethernet cord from the panel into a different port on the back of the router. For further assistance, contact our support team via the Live Chat option on this page.

  • What can I do to bring my cellular system back online so I can use my app?

    keyboard_arrow_down

    Most offline issues with cellular systems are due to low reception, similar to having low bars on your cell phone. To resolve this issue, unplug and move your control panel to another part of the home, preferably near a window, to see if the system comes online. Don’t worry, your system will run off of the backup battery while it is unplugged. Once the system is in its new location and plugged in, you may need to wait a minute or two after moving the system for it to reflect if it is online. For further assistance, contact our support team via the Live Chat option on this page.