11. My app has stopped working/How do I resolve the error message - ‘Panel is offline since: hh:mm’ at the bottom of the app or ‘The panel is not connected !’ when trying to use the app?

NOTE: You should still be able to use your keypad to control your system while you have this issue. Your system may show this loss of connection as a fault.

To set the system with a fault; Set the system using the keypad as normal. When it displays the fault, press the down arrow until it says ‘Override flt? N’ or ‘Bypass flt? N’. Press the part set (home set) key to change the N to a Y. Then press the tick (or ok key) to set the system as normal. You can unset the system as normal using the keypad, fob or tag.

NOTE on annual charge: Your risco-cloud account which you use to log into the app has recently become a paid service. This account may have been suspended if we have not recently heard from you to arrange payment for this new annual charge. Customers with a live maintenance agreement will not be affected by this change as we have absorbed this new fee for them. For more information please see this article. 

You will only be able to access your intruder alarm remotely via the app if your internet and your router (that the alarm is connected to) is working. We recommend that you double check that you can browse the internet on another device connected via a cable to the same broadband router as the alarm system. If you can’t please contact your ISP (internet service provider) so they can help you get up and running again.

Ensure the app is up to date by searching for the app in your app store or play store then clicking ‘update’ if this appears for this app.

Check the cable connecting your alarm panel to the broadband router has not been unplugged at the router. If it is, plug it back in, If its not we recommend disconnecting the ethernet cable at the router end then plug it back in (ensuring you hear the click)

If your alarm panel is not located near to your broadband router, you may be using a pair of powerline adapters (TP Link) to connect your panel to your broadband router through your mains electricity. If so, check that both of these TP link devices (see picture) are switched on (at the socket) and are powered up (showing at least 3 x LED green status lights). If they are not showing at least 3 x green LED status lights please down power both of them by unplugging them from the wall socket (there will be one near the DVR/NVR and one near the router), then wait 30 seconds before plugging it back in. It does not matter what order you unplug these or plug these back in.

Please ensure the TP link powerline adapters are plugged directly into a wall power socket and not a power extension lead. 

Most TP-LINK powerline adapters we install have three LED lights which all need to be illuminated:

Top light – indicates power
Second light – indicates a powerline connection
Third light – indicates an ethernet connection

We also recommend doing a power cycle on your broadband router (domestic customers only) and the hub/switch that the panel is connected to, then wait 10 minutes.

ENSURE YOU DO NOT PRESS THE RESET BUTTON ON YOUR ROUTER AS THIS MAY FACTORY DEFAULT YOUR BROADBAND ROUTER.

Restart for Agility/Wicomm wireless systems only via the user menu.

The final step would be to restart the alarm panel. To do this, wake up the keypad by pressing any key, then press *, enter your user code when prompted. The screen should say User Menu: Activities. Press # to go into the ‘activities’ menu, then press ↑ until it says ‘Activities: Advanced..’, then press # to go into the ‘advanced menu’ then press ↑ until it says ‘Advanced: System restart’, then press #. It should then say ‘System restart: Are You Sure? N’. Press the part set key (half coloured padlock or person in a house) to change N to Y, then press #. The system should then say ‘system is restarting’. Wait until you hear the panel voice then press the * key 3 times until you are back to the home screen. Then wait 1 minute before restarting your app. 

Restart for LightSYS Air wireless systems only via the user menu.

The final step would be to restart the alarm panel. To do this, wake up the keypad by pressing any key, then press *, enter your user code when prompted, then ok. The screen should say User Menu: Activities. Press ↑ twice until it says ‘User Menu: Maintenance’, then press ok to go into the ‘maintenance menu’ then press ↑ once until it says ‘Maintenance: Restart Panel’, then press ok. It should then say ‘Restart Panel: Are You Sure? N’. Press the part set key (person in a house) to change N to Y, then press ok. The system should then say ‘Resetting panel please wait.....’. Wait 2-3 minutes then press any key to wake up the keypad and it should be back at the home screen (time & date). Then wait 1 minute before restarting your app.

Restart for Wicomm or LightSYS Air wireless systems only if you can't find the option in the user menu.

The final step would be to restart the alarm panel.  To do this, first disconnect the main panel (not the keypad) from the mains power by unplugging it from the socket or by removing the FUSE tray from the fuse spur which is powering it. Then lower/remove the flap on the bottom left-hand side of the panel to expose the buttons (WARNING - the alarm will most likely start sounding at this point so ensure you have someone who can unset the alarm at the keypad or by using a fob or tag as soon as possible). Then press and hold the RESET button until the LED lights go out, then let go and refit the flap. Wait 2-5 minutes, then check the time and date is correct on the keypad, as this will indicate that the panel has synchronised with the internet time. Then wait 1 minute before restarting your app.