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Fix a monitoring that will not connect

We'll check power, cellular or internet connection, and panel settings so monitoring connects—or tell you when to call your alarm company.

Troubleshooting · Home maintenance
10–30 min
What you'll need
  • Access to the panel and router (if internet)
  • System manual (for connection type and menu)
Step 1 of 7

Quick triage — pick your path

Quick triage — pick your path

Choose the option that matches what you see. You can jump straight to that section.

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Steps

Goal: Confirm the fault, check power and connection, then restore monitoring.

Cellular path

Goal: Check the communicator cellular connection.

  • Confirm the antenna is connected. Check signal strength in the panel menu if available.
  • Move the antenna away from metal or thick walls. Power-cycle the panel.
  • Confirm the fault clears and the panel connects to the central station.

Internet path

Goal: Check the communicator internet connection.

  • Confirm the ethernet cable is connected to the router. Check the router is on and the internet works.
  • Restart the router. Power-cycle the panel. Confirm the fault clears.

When to get help

  • Call your alarm company if monitoring still will not connect after checking power and connection.
  • Do not open the panel if you are not comfortable.

Verification

  • The panel shows no comm or monitoring fault.
  • The central station receives test signals.
  • Monitoring status is OK in the panel or app.

Escalation ladder

Work from the device outward. Stop when the problem is fixed.

  1. Confirm fault Verify the panel shows comm or monitoring fault.
  2. Check power Confirm panel has AC power.
  3. Check connection Cellular—antenna and signal. Internet—ethernet and router.
  4. Power-cycle Power-cycle the panel to force reconnect.
  5. Call alarm company They can check account, signal, and programming.

What to capture if you need help

Before calling support or posting for help, have these ready. It speeds everything up.

  • Connection type (cellular or internet)
  • Whether power and connection were checked
  • Steps already tried

Does the panel show a comm or monitoring fault?

Check the display for Comm Fail, Monitoring Fault, or similar.

Check the panel display. Good: comm or monitoring fault shown. Bad: no fault—different problem.

Yes No

You can change your answer later.

Does the panel have power?

Check AC power and breaker.

Confirm the panel has AC power. Check the breaker. Good: power on. Bad: no power—restore and retest.

Yes No

You can change your answer later.

Restore power

Reset the breaker. Restore AC power. Retest. The fault may clear.

Done

Is the connection good?

Cellular: antenna and signal. Internet: ethernet and router.

Check the communicator connection. Cellular: antenna connected, signal strong. Internet: ethernet to router, router online. Restart router if needed. Good: connection good. Bad: connection down—fix and retest.

Yes No

You can change your answer later.

Fix connection

Cellular: reconnect antenna, improve signal. Internet: reconnect ethernet, restart router. Retest.

Done

Power-cycle the panel

Turn off the breaker for 30 seconds. Restore power. The panel will reconnect to the central station. If the fault persists, call your alarm company.

Done

Call alarm company

Call your alarm company if monitoring still will not connect. They can check the account, signal, and programming.

Done

Reviewed by Blackbox Atlas

Frequently asked questions

Why would monitoring not connect?
Common causes: power loss, cellular signal weak or blocked, internet down, or account or programming issue. Check power and connection first.
How do I know if my panel uses cellular or internet?
Check the panel or communicator. Cellular units have an antenna. Internet units use ethernet. Some have both. Check your manual or call your alarm company.
When should I call my alarm company for monitoring?
Call if you have checked power and connection and monitoring still will not connect. They can verify the account, signal, and programming.

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