harold24915's profile

Tue, Mar 22, 2022 9:02 AM

Total remote access

I need to be able to add and remove sensors and do updates through the app.
you could on the old system. I am not at my one address to be able to do it on site.
please fix this problem.

Community Admin

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2.9K Messages

5 m ago

Hi harold24915,

I answered your question in another thread, but from what you've mentioned, it sounds like your system is having connectivity issues, which would be why you're not able to access it right now to make changes. I understand that you might not be able to go to your location for some time, but I'm sad to say that unfortunately, proper troubleshooting does require that you be at the location.

9 Messages

5 m ago

Hi,

that is the problem your old system I could remove and add sensors that went offline. I could also do firmware updates on the old system from the app. Why would you take that ability away. There are a lot of people like me with vacation homes and also there are elderly people that can’t physically operate the sensor buttons. Please fix this. If this can’t be fixed I’ll go elsewhere for my alarm company.

Community Admin

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2.9K Messages

5 m ago

Hi harold24915,

Ah, I see what you mean. With the Original system, you can add sensors just by entering that sensor's 5-digit serial, either on the app or the Keypad. With the current generation (Gen 3), you need to physically press the button on the sensor. The advantage to the current system is that you can be sure that it is the correct sensor that's been added and that it's fully connected.

In terms of troubleshooting - assuming that your sensor had been having connectivity issues - removing and re-adding the sensor on the old system doesn't actually solve a problem. It just makes the Error go away. The system would have to wait for for several hours for the check-in signals to fail to determine that there was a problem - and even then you wouldn't know what the actual problem was, between the sensor being too far away, if there's interference, if the serial was entered incorrectly, or if the sensor was just completely dead.

Unfortunately when troubleshooting a connectivity issue (and this applies to both the previous gen, the current gen, and really ANY wireless system you work with), the only real way to fix the problem is to be there physically to go through the steps.

(edited)

9 Messages

5 m ago

The more you can do through the app the better. I assume by the time I get back to my house half of the sensors will be offline. Considering the problems I have had this year. I didn’t have any problems at all for the first 2 years. Since going to this new base station I have nothing but problems. I have done every step your tech support suggested. Still no luck. I am totally not happy with my system anymore. I cannot recommend this system to anyone until you get the bugs figured out. I need to be able to do everything remotely that I can do when I am physically there.