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Troubleshooting

24/7 Support

While our monitoring station and emergency technical support staff are available 24/7, here’s some additional information to help guide you through your issues.

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*Emergency support is available for Alarm issues only.

Qolsys IQ Panels

If the alarm is triggered the IQ Panel will sound the siren and display a red alarm screen.

To disarm, touch the screen and enter your passcode.

False Alarms
In the event of a false alarm, press disarm and enter your user code. If your system is monitored, be ready to provide your verbal password to CounterStrike’s monitoring agent if they contact you. If you are NOT able to provide the correct verbal passcode, the authorities may be contacted.

False alarms are a terrible waste of your public service resources, and can erode your relationship with local authorities. In some areas, authorities even charge a fee for false dispatches.

Here’s some tips for avoiding false alarms:

  • Use your system regularly, be comfortable with its operation.
  • Make sure everyone who has access to your home has a valid access code and is familiar with how to use the system.
  • Ensure the doors you use the most are set up with delays to give you enough time to disarm the system when you open a door.
  • Test your system regularly
  • Develop a routine.
  • Use alternative methods for arming and disarming (mobile app, bluetooth disarming, etc.)
  1. Touch the icon in the top right of your screen that looks like an envelope.
  2. Touch the Video Tutorials
  3. Watch the Video that most applies to what you are looking for.
  1. Touch the icon in the top right of your screen that looks like an envelope.
  2. To dismiss, touch the circle to the left of the message and touch “OK” to remove it from your message center.
  3. You can also remove all messages at once by touching “Acknowledge All”.
  1. Try your Alarm.com app first to disarm. If that doesn’t work then disarm manually. (see next step)
  2. To manually disarm your panel, touch the icon in the center of the
    screen (It looks like a lock in a red circle). You will be prompted to enter a valid code. Failure to enter a valid code with the time required will trigger the alarm.
  1. Try your Alarm.com app first to arm and let it auto bypass any open zones. If that doesn’t work then:
  2. Touch the icon in the center of the screen. (It looks like a lock in a green circle.)
  3. View additional arming options by touching the >> icon on the right side.
  4. Touch the circle next to a sensor to bypass.
  1. Swipe down from top of the main screen.
  2. Slide the volume left or right to adjust.
  1. Try to use your Alarm.com app first to change users and codes. If that doesn’t work then:
  2. Swipe down from top of the main screen.
  3. Touch the little wrench icon labeled SETTINGS.
  4. Touch the gear icon labeled ADVANCED SETTINGS.
  5. Enter your code.
  6. Touch the person icon labeled User Management.
  7. Touch Add User and follow the prompts on the screen to create your new user.

2GIG GC2e Panel

If an alarm has occurred while the system was armed, the Disarm screen shows the time and date of the alarm and the sensor(s) that triggered the alarm.

To disarm, touch the screen and enter your passcode.

False Alarms
In the event of a false alarm, press disarm and enter your user code. If your system is monitored, be ready to provide your verbal password to CounterStrike’s monitoring agent if they contact you. If you are NOT able to provide the correct verbal passcode, the authorities may be contacted.

False alarms are a terrible waste of your public service resources, and can erode your relationship with local authorities. In some areas, authorities even charge a fee for false dispatches.

Here’s some tips for avoiding false alarms:

  • Use your system regularly, be comfortable with its operation.
  • Make sure everyone who has access to your home has a valid access code and is familiar with how to use the system.
  • Ensure the doors you use the most are set up with delays to give you enough time to disarm the system when you open a door.
  • Test your system regularly
  • Develop a routine.
  • Use alternative methods for arming and disarming (mobile app, bluetooth disarming, etc.)

Sensor Status
Illuminates BLUE when all sensors are closed (Ready to Arm)
Not lit when any sensor is open (not Ready to Arm)

Arming Status
Illuminates RED when system is armed
Flashes RED during the Entry Delay

Alarm Memory
Flashes RED during an alarm
Flashes RED after an alarm while system is still armed

Power Outage
Flashes WHITE during power outage (system on battery backup)

Flashes BLUE when all sensors are closed (Ready to Arm)
Flashes PURPLE when any sensor is open (not Ready to Arm)
Flashes RED while system is armed

When a message icon appears on your Home screen

  1. Tap the message icon button. The message list displays. The status bar shows the number of messages in memory, number of unread, and number of priority messages. Unread messages display in bold.
    Use the up or down arrows to scroll through the message
    list.
  2. Tap the message line itself to read the message.
  3. Tap Back to return to the message list, or tap Delete to
    erase the message.
    NOTE: If you check the Mark Read box, the message
    remains on the message list, but it no longer displays
    in bold.
  4. When deleting a message, a confirmation screen
    displays. Tap Delete Message, or to return to the
    message, tap Cancel.

 

To view the current Trouble Alerts

  1. To display all current trouble alerts, tap the Trouble Alert icon.
  2. View the listed trouble events. If there are more than 3 alerts, use the up and down arrows to scroll through the list.

Disarming from Stay Mode
Disarm the system from Stay mode before exiting the premises.

  1. At the Home screen, tap the Loudspeaker for Silent Control.
  2. At the Security screen or the Menu screen, tap Disarm. This action displays the Disarm Code screen.
  3. The left side of the screen shows any events that have occurred while the system was armed.
  4. Enter a valid user code to disarm the system.
  • In the event you tap the wrong key, the Wiper button erases the entire entry.
  • Tap X if you decide to not disarm the system at this time.


Disarming from Away Mode
The system should be disarmed from Away mode while entering the premises.

  1. Enter the premises through a designated Entry Delay sensor-protected door.
  2. The Disarm Code screen displays on the Control Panel and the Entry Delay beeps sound. The left side of the
    screen shows events that have occurred while the system was armed.
  3. Enter a valid user code to disarm the system.

In case you tap the wrong key, the Wiper button erases the entire entry.

 

NOTE: Bypassed sensors do not trigger an alarm.

To bypass sensors, enter a user code unless CounterStrike has set the system for Quick Bypass.

  1. On the Arming screen, the Entry Delay check box option can be used with Away mode.
    ● The system can be armed without an Entry Delay. All perimeter doors trigger the alarm instantly. The system has to be disarmed with a wireless key fob. To arm with all exit/entry perimeter doors as instant, clear the Entry Delay check box.
  2. Tap Away.

To arm the system, enter a user code if CounterStrike has turned off the system’s Quick Arming feature.


Burglary Protection
The system arms and shows the Exit Delay counting down. When the Exit Delay expires, the system is fully armed in the Away mode.


NOTE: When the system is armed in the Away mode, beeps sound during the Exit Delay (these beeps become faster during the last 10 seconds).

  1. At the Home screen, tap Security.
  2. At the Security screen, tap Menu.
  3. At the Menu screen, tap Toolbox.
  4. Enter the master user code to gain access to the Toolbox.
  5. At the Toolbox (1 of 3) screen tap Brightness/Volume. You can set the brightness using the top bar. Adjust the level from 1 to 12 using the buttons on each end of the bar.
  6. You can set the speaker volume for the chimes and announcements on the bottom bar. Adjust the level from 1 to 12 using the buttons on each end of the bar.

    NOTE: The volume setting does not effect the alarm sounder volume.

  7. When you are finished, tap OK

IMPORTANT: The holder of the master user code is the only user who has permission to set up other user codes.

To set up the user codes:

  1. At the Home screen, tap Security.
  2. At the Security screen, tap Menu.
  3. At the Menu screen, tap Toolbox.
  4. Enter the master user code to access the Toolbox
  5. On the Toolbox (1 of 3) screen, tap User Management.
  6. The Users Management screen displays 3 users at a time. Use the up and down arrows to scroll through the list.

 

Adding a User Code
IMPORTANT: User codes 0000 and 0001 are not permitted.

  1. Tap one of the Add User buttons.
  2. Enter a unique four (4)-digit code for the new user code. Then tap OK.
  3. Enter the code again to confirm it. Then tap OK.
  4. At the Confirmation screen, tap OK to return to the User Management screen.

Still Need Help?

While our monitoring station and emergency technical support staff are available 24/7, here’s some additional information to help guide you through your issues.

Click to Call

*Emergency support is available for Alarm issues only.

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Alarm + Monitoring

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