Texecome Premier Elite alarm siren notification on phone

[noobiediyer]

I've got the Texecom Premier Elite 24 and have it setup on my phone. I get alerts for when the alarm is enabled/disabled but I recently had the house alarm go off (false alarm) but the phone app did not give any notification nor any kind of audio alert.

Is there an option for this? I can't seem to see anything in the app (I'm using app version 2.1.24 with firmware 5.04.02 and samrtcom version 03.03.00)

 

[secureiam]

The question is when did it no go off
What was recorded in the event log
What is the programming in the panel for Texecom connect ARC

 

[noobiediyer]

I can't remember the exact words but the panel said System Alerts when I got to the panel after the alarm went off. My neighbour also informed me that it had happened. The event log indicated the alarm triggered and which specific PIR sensor it was.

What is the programming in the panel for Texecom connect ARC

Sorry, I don't understand this question.

 

[secureiam]

1. System alerts means something has happened type your code in and it should show the different events that occurred a few times then display system alerts again.

2. The ARC programming is in UDL digi options program digi, there is a group of settings, the reporting section is the things that are reported.

3. The event log tells us what happendd and time and date stamps confirm when.

If you haven’t logged into your app for a while it may not send some or all of your notifications.

 

[noobiediyer]

I use the app multiple times a day as it's easier to use to arm/disarm the alarm I find. There must be a way to get an alert on the phone when the alarm goes off, no?

 

[secureiam]

I have asked you some questions.

I need to know what was in the event log so I can advise on the programming to check.

For example if the system was unarmed and you had a bell tamper, then we be looking at unarmed tamper coms.
As the bell would sound but wouldn't send you an alert.

The ARC would be programmed up at default to send various signals out but, without more information it be like pinning a tale on a donkey game, it would be found by chance.

The event log tells me what the panel saw happen and how it responded.

Its possible this occurred when Texecom server was down, but a time stamp would also help confirm that along with programming.

It is possible the system was part armed and not full armed (again this would be in the log), this would mean an alarm activation may not give you a notification but could of sounded.

The list goes on and do you really want me to go through each and every possibility in the event we may find an issue, rather than look at the log and identify the area we should be looking at.

The first thing that needs to be confirmed is what the sequence of events were according to the alarm panel and what you thought were the sequence of events.

Once we establish the areas to look and confirm they are correct or need correcting we cant move things on, or do any meaningful tests to confirm the issue is broken or fixed.

 

[secureiam]

The smart com isn't up to date, but that in itself isn't usually the cause of some notifications going through and others not going through but it is a possibility

I use the app multiple times a day as it's easier to use to arm/disarm the alarm I find.

For example if you hadn't logged in for a log time the notifications stop being sent to your phone, see this a lot where some users dont use the app and just the main user.

 

[secureiam]

Its also a possibility that your phone is going to sleep and not waking up on activation recieved, when you use the app for arming and disarming you have woken the system up on your phone so the notifications go through.

That now given you umpteen places to start looking and any one of which in its own right could be the issue.

with this scenario you can set the alarm with the keypad, trigger it and see how it responds.
do the same with opening the app setting the alarm and triggering the alarm.

lots of possibilities, but better to establish the panel was supposed to send you something in the first instance.

 

[sparkymarka]

Is alert type set for texecom in app ?

 

[secureiam]

we can add lots of options, the best way to find out what is gong on is to see what the panel reported to establish if anything should of been sent.

the app appears to be set up for notifications as getting armed and disarmed notifications, but you can also turn on and off notifications via the cloud if you have a paid subscription.

 

[Nintendofan]

Apple or Android phone?
Android phones like to conserve battery and have a habit of switching background services off.

 

[secureiam]

its certainly more common in android phones.

but like I say, need to establish if you should of received a notification and for what.

The other day on here there was an issue on how fire signals were being sent from an Elite 640, the solution after everything was gone through systematically and known to be correct as far as we could all tell was to power cycle the panel.

 

[secureiam]

Got to remember I have seen iphones also not receive notifications after a phone firmware update as well as android ones