Alarm System Troubleshooting Guide

Most common alarm panel problems can be fixed in a minute from your app or keypad. This guide covers how to disarm, silence an alarm, bypass a zone, adjust volume, and manage codes on the Qolsys, Honeywell Vista and Lynx, and 2GIG GC3 panels we support. If these steps do not solve it, call us at (702) 737-8464 in Las Vegas or (602) 431-1300 in Phoenix.

Support hours

Our monitoring center and emergency technical support staff are available 24/7. If you call our business line while we are experiencing high call volume, your call is routed to our monitoring center for assistance.

• During business hours (Monday to Friday, 8 a.m. to 5 p.m.): if support is not immediately available, you can expect a return call within one business day.
• Outside business hours: emergency technical support is available and comes with a 2 hour minimum billable. If support is not available when you call, you can expect a return call within about 4 hours.
• Emergency support is available for technical issues only.

Qolsys panels

Watch the help videos built into your panel

1. Touch the envelope icon in the top right of the screen.
2. Touch Video Tutorials.
3. Watch the video that best matches what you need.

Clear the number on the envelope icon

1. Touch the envelope icon in the top right of the screen.
2. Touch the circle to the left of each message you want to clear, or touch the circle that selects all messages.
3. Delete the selected messages.

Shut off the siren when the alarm is triggered

1. Try your app first to disarm.
2. If that does not work, touch the screen and enter your passcode.

Disarm your system

1. Try your app first to disarm.
2. If that does not work, touch the icon in the center of the screen (a lock in a red circle).
3. Enter your passcode.

Bypass a zone

1. Try arming from your app first and let it auto bypass any open zones.
2. If that does not work, touch the icon in the center of the screen (a lock in a green circle).
3. Touch the >> icon on the right side to view more arming options.
4. Touch the circle next to the sensor you want to bypass.

Adjust the panel volume

1. Swipe down from the top of the main screen.
2. Slide the volume control left or right.

Change or add a code

1. Try your app first to change users and codes.
2. If that does not work, swipe down from the top of the main screen.
3. Touch the wrench icon (Settings).
4. Touch the gear icon (Advanced Settings) and enter your master code if asked.
5. Touch the person icon (User Management).
6. Touch Add User.

Honeywell Vista and Lynx panels

See which zone is not ready

Press the * key. The keypad displays each open or faulted zone.

Stop the beeping

Enter your 4 digit code and press 1 (Off).

Silence the alarm when the siren is ringing

Enter your 4 digit code and press 1 (Off). Do this a second time to clear the system.

Reset or clear an alarm condition

Enter your 4 digit code and press 1 (Off).

Bypass a zone

Complete the whole sequence promptly, or you will have to start over.

1. Enter your 4 digit code.
2. Press 6 (Bypass).
3. Enter the 2 digit zone number you want to bypass. To bypass more than one zone, enter them one after another (for example, code + 6 + 03, 04, 05).
4. The keypad beeps when complete. You should then see a green Ready light if everything else is closed.

Change the master code

Complete the whole sequence promptly, or you will have to start over.

1. Enter your 4 digit master code.
2. Press 8 (Code).
3. Enter 02.
4. Enter the new 4 digit code twice.
5. The keypad beeps three times to confirm.
6. Test it: enter the new code and press 1 (Off). If it beeps, the new code works.

Add a user code

Complete the whole sequence promptly, or you will have to start over.

1. Enter your 4 digit master code.
2. Press 8 (Code).
3. Enter the 2 digit user position you want (03 to 10, or more depending on your panel).
4. Enter the new 4 digit code.
5. The keypad beeps once to confirm.
6. Test it: enter the new code and press 1 (Off). If it beeps, the code works.

Delete a user code

Complete the whole sequence promptly, or you will have to start over. You cannot delete the master code.

1. Enter your 4 digit master code.
2. Press 8 (Code).
3. Enter the 2 digit user position you want to delete.
4. Press # and then 0. Wait for one beep.
5. Test it: enter the deleted code and press 1 (Off). If it does not beep, the code has been deleted.

2GIG GC3 panels

Clear messages or trouble conditions and stop the beeping

1. Touch the message icon at the top of the screen.
2. Touch Alerts, Alarms, or Messages.
3. Touch each message you want to read, then touch Mark As Read or Delete.

Disarm your system

1. At the System Armed screen, touch Disarm.
2. Enter your 4 digit code.

Silence or clear the alarm when the siren is ringing

At the Alarm screen, enter your 4 digit code.

Bypass a zone so you can arm

1. Below the Sensors Not Ready list, touch Bypass All.
2. Enter your 4 digit code.
3. Arm the system.

Adjust the panel volume

1. Touch System Settings.
2. Enter your 4 digit master code.
3. Touch Sounds.
4. Touch and hold a control and slide it left or right to adjust the volume.

Change or add a code

1. At the Home screen, touch System Settings.
2. Enter your 4 digit master code.
3. Touch Users.
4. Touch Add User to add a code, the pencil icon to edit an existing user, or the trash icon to delete one.

Still need help?

• Call (702) 737-8464 in Las Vegas or (602) 431-1300 in Phoenix.
• Find answers about service, billing, and monitoring in our FAQ.
• Manage your account in the Sting Customer Portal, or reach us on the contact page.
• Ready for a newer panel? Request a free quote or see our smart security panels.