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21. Appendix C
Troubleshooting
When setting up the Smartcom Wi-Fi the SSID is not displayed.
• Ensure you are local to the Smartcom when setting up the Wi-Fi
• Press and hold the Wi-Fi button for 5 seconds so that the Wi-Fi LED is flashing slowly.
• Wait 30 seconds and then refresh your connection screen.
• Try using another device such as a mobile phone to see if the Smartcom SSID is displayed.
When doing a Connect Call the Incorrect Config message is displayed.
• Ensure a UDL password has been entered.
• Ensure that the panel has a GUID number under Engineer Utilities, Unique ID
• Ensure the comports are programmed correctly
• Log out of engineer mode, log back in and try the connect call again
When doing a Connect call I get the Call Failed message
• Check that you have a solid LED for the Wi-Fi or Ethernet connection. If the LED is flashing, please check the
programming of the comports and ensure the router is enabled for DHCP addressing.
• If the Wi-Fi or Ethernet LED is solid, then check if the Cloud LED is solid. Please note that this can take several
minutes to form a connection. If a connection is unsuccessful, please call Technical Support for more options.
When I enter the connect code into the App I get the message invalid code.
• The code has been used or expired. Please generate a new code from the panel by doing another Connect Call.
When I enter the User code into the App I get the message User not valid.
• Ensure that the Master user code is used and is correct.
When I try to learn a SmartPlug from the App I get the message No wireless slots available.
• Check that the panel has been fitted with a Ricochet 8XP-W, 32XP-W or on board receiver for -W panels.
• Ensure that there are free Ricochet slots available on the panel, a connect device will use a zone slot.
The plug will not learn on.
• Remove the SmartPlug from the socket, and hold the button for 1-2 seconds.
• Start the learning on the App and plug in when instructed to do so.
• Ensure the power is turned on at the socket.
• The green LED will flash to indicate it is learning.
NOTE: The Smartplug may need to hop through other Ricochet enabled devices depending on the location it is
being installed in however it cannot learn without a direct connection to the Ricochet Receiver. In this case start
the learning and plug in closer to the Receiver. Once learnt relocate and allow the mesh to rebuild automatically.
How do I enable notifications?
• Notifications are enabled by default. They can be turned off from within the App.
How do I enable Emails?
• Emails are setup for each user within the Manage User section of the App.
How do I turn on or off the finger print login?
• This is setup for each user within the Manage User section of the App.
The Zones are not displayed in the App.
• Ensure text has been assigned to all zones. Sync the App again once text has been added.
The Areas are not displayed in the App and notifications are missing my site name.
• Ensure text has been assigned to all required Areas. Sync the App again once text has been added.
The Users are not displayed in the App.
• Ensure text and a code has been assigned to all Users. Sync the App again once a code and text has been added.
Will I get notifications while I am connected using the Connect App?
• The Smartcom can sustain an active connection and send notifications for true two-way communication.
The timeline in the App is not correct.
• The timeline is built from the notifications you receive. Please check that notifications are enabled and that your
phone is enabled for data.
• Ensure your phone has adequate signal for notifications to be received.
What do I do with the Radio Conf Fail message that is displayed on my keypad for a Connect device?
• Please ensure that the Connect device is plugged in and power has been applied. The fault will then clear from the
keypad when the connection is restored with the panel.
NOTE: Radio Conf Fail has been displayed because a Recipe tried to activate the Connect device but was unable to do
so.
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