Note: To ensure a stable connection, the panel should read a signal strength of at least 15/31 and successfully complete a communication test.

Prior to installation:

1. Verify the panel is on a compatible firmware version to support the LTE module. For more information about compatibility, see What are the firmware requirements to use an LTE module with 2GIG GoControl panels?. 
2. Create the Alarm.com account for the radio at least 24 hours before going to the installation site.
3. Run a communication test from your office or lab before going to the installation site and make sure it is successful.
4. Leave the panel connected long enough to allow the battery to reach its full charge.

During the installation:

1. From the installation location, perform a communication test. Send a few communication tests to verify successful cellular communication. For information about sending a communication test, see Send a communication test from a 2GIG GoControl. 
   
   Note: It is not always necessary to install the panel near the main entrance. The panel can be installed in the area with the best signal strength and then install a keypad or touchscreen by the entrance.
    
2. Verify signal strength is sufficient. For more information about finding the signal strength, see Find the signal strength on a 2GIG GoControl. 

If the signal strength from the initial test location is not satisfactory or if the communication test fails, use the following troubleshooting steps.

Troubleshooting

Follow these troubleshooting steps until signal strength is satisfactory and stable with the communication tests able to successfully complete several times.

Verify the serial number is correct

Find the Alarm.com radio serial number in the panel, and compare this to the serial number listed on the account in the Partner Portal and/or MobileTech. 

This verifies that the correct serial number is being used for the correct customer account. If the serial number does not match with the customer, signals are not going to be sent for that customer. For more information about verifying the serial number, see Verify information for an Alarm.com cellular module. 

Note: Always use the number the panel displays, regardless of what the sticker says. 

If the serial number is incorrect, click Swap Module to associate the correct serial number with the account. For more information about how to swap modules, see Swap a module for a customer account. 

Perform a long power cycle

If the communication test is unsuccessful, perform a long power cycle on the panel. 

1. Power down the panel by unplugging the AC and then the batteries.
2. Wait for 2 minutes.
   • During this time, verify the SIM card is seated properly in the card holder for modules or hubs that use a SIM card. If the SIM is not fully inserted, push the SIM card in to be properly seated and then power cycle the panel to restore communication with the module.
     
     Note: Verizon CDMA modules do not use SIM cards. 
      
3. Plug the batteries back in and then AC to power on the panel.
4. Perform a communication test again.

Verify Q91 in programming 

In the 2GIG GoControl system programming, verify Q91 is set to 1 for Alarm.com. 

To verify Q91 using the 2GIG GoControl: 

1. At the control panel’s Home screen, tap Security.
2. Tap Menu.
3. Tap Toolbox.
4. Enter the installer code.
5. In the Toolbox, tap → to scroll to Installer Toolbox. 
6. Tap Installer Toolbox. 
7. Tap System Configuration.
8. Tap Go To. 
9. Tap 91 to navigate to Q91: Select radio modem supplier. 
10. Tap 1 for radio modem supplier 1. This enables it for Alarm.com. 
11. Once complete, tap End. 
12. Verify Save changes is selected, and then tap Exit. 

Trigger an alarm 

Try triggering an alarm. It is possible that the alarm may initiate communication with Alarm.com.

If an alarm does initiate communication, perform a communication test again to verify communication stays active. 

Check for cell boosters/microcells 

Verify the customer does not have cell boosters/microcells in the premises. If the customer has any cell-boosting technology, try unplugging it temporarily.  In rare occasions, these devices have caused interference for our modules.

Perform a communication test outside 

If the preceding steps are unsuccessful to receive a successful communication test, move the panel outside or near the exterior of the premises to perform another communication test. This rules out any interference caused by the structure (i.e., red/brown brick, stucco, metal, thick concrete, etc). 

Communication test is successful outside

If the communication test is successful when the panel is brought by the window, exterior wall, or outdoors: 

1. Test commands to verify communication is successful when the panel is outside or near the exterior of the premises. Then bring the panel back to the final location to perform another communication test to see if communication stays active. 
2. If communication fails from the panel's final location, either:
   • Move the panel's final location to a spot on the premises that receives satisfactory communication. 
     • It is not always necessary to install the panel near the main entrance. The panel can be installed in the area with the best signal strength and then install a keypad or touchscreen by the entrance.
   • Replace the antenna with either a 6-foot or 18-foot antenna. 
     • These type of antennas do not necessarily provide more gain than regular antennas, but their long cable provides the possibility of extending the antenna to an area with good signaling. A good example of this is when the panel shows the best signal strength when close to the ceiling but it is not possible to install the panel there. With one of the long cable antennas, the panel can be installed somewhere else and extend the antenna to the ceiling. For more information about antenna options, see What antenna should I order through Alarm.com?. 
       
       Note: It is highly recommended to always go to the installation site with one of these antennas.
        
3. If replacing the module and/or installing extended antennas did not help to achieve satisfactory communication, check coverage for the customer's address and swap modules if an alternate cellular network is available with good coverage. For more information about how to check coverage, see Check cellular coverage.
   • If an area has very low coverage, a Signal Booster may be needed. For more information, see What signal boosters are compatible with Alarm.com?. 
     • The ClearRF Signal Booster is a kit designed to help increase signaling in areas where there is very low signaling for 2G, 3G, and 4G networks. Typically, a signal booster increases signal strength by about 6 units (or 1 bar). This means that if the signal strength without the signal booster is eight units or less, it is possible that the signal booster won’t allow the panel to reach a satisfactory signal strength.
4. If it is not possible to install a Signal Booster or if the increase in signal strength is not enough, contact your Alarm.com Sales Representative to inquire about how to obtain a radio programmed to roam on an alternative carrier.
   
   Note: It is highly recommended to keep at least one of the Telcel radios in stock all the time in case it is needed during an installation.
    
5. If the panel does not achieve a satisfactory signaling level with this radio, connect the panel with Dual-Path communication using a Go!Bridge IP communicator. In cases where there is simply not enough network coverage at an installation location, it is best to consider the installation of an IP communicator. For more information about installing the Go!Bridge, see Configure the Go!Bridge with a 2GIG GoControl panel. 
   
   Note: Nortek announced the discontinuation of the 2GIG Go!Bridge as of April 8, 2020. Any Go!Bridges that have already been distributed will continue to be supported, including those that have not been attached to accounts yet. For more information about the announcement, see Nortek's GoBridge EOL Bulletin.

Communication test still fails outside

If the communication test fails even when bringing the panel outside of the building: 

1. Verify the antenna connections on the module are secure. Once secured, perform another communication test. 
   • If using an LTE module, there should be two antennas connected.
2. Check coverage for the customer's address. For more information about checking coverage, see Check cellular coverage.
   • If an alternative cellular network is available with good coverage, swap the module with one for that network carrier. 
3. If coverage on the current cellular network displays as good in the customer's area but communication tests continue to fail:
   • Replace the antennas and/or cellular module. Then perform another communication test. 
     • Depending on the results and what is available at this point, trying a new panel may be a valid option to test to ensure the panel is not the root cause of unsuccessful communication.
   • Connect the panel with Dual-Path communication using a Go!Bridge IP communicator and attempt to initiate communication using Dual-Path. For more information about installing the Go!Bridge, see Configure the Go!Bridge with a 2GIG GoControl panel. 
     
     Note: Nortek announced the discontinuation of the 2GIG Go!Bridge as of April 8, 2020. Any Go!Bridges that have already been distributed will continue to be supported, including those that have not been attached to accounts yet. For more information about the announcement, see Nortek's GoBridge EOL Bulletin.

For further troubleshooting, contact Alarm.com CORE Technical Support.