How Do I Troubleshoot a Communicator Trouble on a 2GIG GC Touch?

To troubleshoot a communicator trouble on the 2GIG GC Touch (available in AT&T LTE and Verizon LTE versions), start by checking the WIFI and cellular signal indicators on the home screen. Then access Settings and run a Network Test and Cellular Test to identify the connection issue.

A communicator trouble on the 2GIG GC Touch indicates the panel is having difficulty sending signals to the monitoring station or Alarm.com servers. The panel uses dual-path communication with WIFI as the primary path and 4G/LTE cellular as backup. When either path fails, the panel displays a trouble condition. Following these troubleshooting steps will help identify and resolve most communication issues.

Troubleshooting Steps

1. Check signal indicators on the home screen. The WIFI indicator in the top-left corner shows connection status with signal strength bars. The RSSI level indicator displays cellular signal strength on a scale from weak to strong. A signal level of at least 4 out of 5 bars is recommended for reliable cellular communication.
2. Disarm the system. The panel restricts access to Settings when armed. Enter your Master Code (1111 by default) and press Enter (↵) to disarm before accessing troubleshooting menus.
3. Tap Settings (gear icon) and enter your Installer Code. Enter the Installer Code (default is 1561) then press Enter (↵). Navigate to Equipment Management to access system tests.
4. Tap System Test from Equipment Management. The System Test menu displays four options: Walk Test, Network Test, Panel Test, and Cellular Test. These diagnostics help identify the source of communication problems.
5. Run the Network Test. Tap Network Test and press the Test button. The test checks LAN connectivity to your router, Internet connection, and Backend connection to Alarm.com servers. All three tests should show Pass for proper WIFI communication.
6. Run the Cellular Test. Return to System Test and tap Cellular Test. Press Test to verify the cellular module is functioning. The test displays Cellular Connection status, Signal Strength rating, and Serial Number. Signal Strength should ideally be 4 or higher out of 6.
7. Check WIFI settings if Network Test fails. From installer settings, tap WIFI to verify the panel is connected to your network. The status should show Connected with your network SSID and IP address displayed. If disconnected, select your network and re-enter the password.

Troubleshooting communicator troubles on the 2GIG GC Touch involves checking signal indicators and running built-in diagnostic tests. After running tests, address any WIFI or Cellular issues. This may involve rejoining the WIFI network, or relocating the system to a spot within the building that receives a better cellular signal from your carrier.

If you're an Alarm Grid customer and you need help troubleshooting communication problems on your GC Touch panel, contact the Alarm Grid support team by calling 888-818-7728 or emailing support@alarmgrid.com. Our support hours are Monday - Friday from 9:00 AM - 8:00 PM Eastern Time.