Troubleshooting No Signal issue on Resideo LTE-XA or LTE-XV

Troubleshooting No Signal issue on Resideo LTE XA or LTE XV


In this video, Michael from Alarm Grid shows you how to troubleshoot a "No Signal" issue on a Honeywell LTE-XA or Honeywell LTE-XV Communicator. You will ...


hi diyers this is michael from alarm grid and today i'm going to be showing you how to troubleshoot a no signal on honeywell lte xa or honeywell lte xv now you may have noticed from our install video on our um for our ltxa on our vista uh 21ip um or you're using a 15p or a 20p um you may have noticed on this that install video that we did not have signal and you can actually see that on the led uh right now there was no signal so um and coupled with the fact that we have other atnt lte communicators in this room that do get signal um that this should be getting some signal so uh we're gonna go through the troubleshooting process today of how you determine what's wrong and how you can fix it um so it begins with uh reseeding the communicator um so what we have i'm sorry uh reseating the sim card um not resetting the communicator the the sim card is in the communicator so we're reseeding the sim card and uh to get started we have to first power down the system completely um don't do this while the communicator is receiving power so we're going to power down our system uh we have a honeywell lt cable so we can just unplug this and disconnect the backup battery you always want to disconnect the backup battery um but for the lt cable um you might not have an lt cable um it just might be powered in um you know wires into into the the proper terminals on the panel and then they would go to the transformer so if that's the case then you can unplug the transformer from the wall outlet um if you can't find the transformer maybe it's in a hard to reach area or something then a good option is to cut power at the circuit breaker don't attempt to disconnect the wires from the panel that's dangerous so um once you have your system completely powered down like we do nothing's on the keypads there are no led lights our system is completely powered down we can begin um working on the communicator so we still have ours connected with the washer so we'll undo that just undo that down there and then ours has already opened up we already did the screwdriver and we'll just disconnect this guy right there so that way we can move it around as needed i'm going to bring it close to me here and you see that we have the sim card right there this yellow guy right here so we need to unlock this so to do that what we want to do we want to push that back and then we can pull that away and then we have our sim card down here so i'm going to set this down real quick okay so we have the sim card out from the communicator now and what we want to do we just want to wipe it down make sure there are no fingerprints on there i know make sure it's all clean and then we can put it back in the communicator so we have the communicator here and we need to make sure that the the contact points meet you see these metal contact points on there they need to be touching the sim card when i put it in so we'll slide that in um properly here okay um we slid our sim card back into uh the port there and then we can close it by just locking it into place by sliding this down make sure this is all the way down when you do this which that's not all the way down yet so we'll press it down and there it's unlocked and then we lock it by moving the metal piece without moving the sim card because this card was popping out there but um there now it's locked into place all right so we have our sim card back in the communicator now normally you will do this three times try resetting three times we're not going to do it three times because we already know that it doesn't work so in our case we're going to put it back onto the vista system while the system's still powered down and we will just do our simple connection here and we're going to open that up and we just put that into the left one right there hopefully we get some more slack there and it wants to keep twisting on me so maybe it's upside down actually there we go it's in place and then we can just close this up and we'll do the washer just to secure it back into place okay so we have our communicator reconnected to the vista system uh so now we're going to power our panel back on um you want to start with the transformer remember we're using an lt cable if you uh unplugged a beige transformer then plug that back in or resume power at the breaker return power at the breaker so we'll just uh plug that in and then we'll do our uh our backup battery here and remember normally um you would do the reseeding process three times to see if you get any change in signal we're going to let that go through its boot up process but when it gets back up you'll see that there is no signal um but that's how you go and go and uh reset the sim card for the communicator like i said you normally do that three times we've seen cases where people try it one or two times and it doesn't work right away so really honeywell recommends the three times for the process but once this gets back up and everything and we see that we still don't have the signal then we'll go into the programming for um the communicator using our 6160 here and i'll show you how to diagnose problems uh so we're back at the communicator now and uh you do see we still have the solid led at fault and nothing at signal um so uh we that does indicate that we are having signal problems and uh so we we've tried reseeding the sim card three times and uh we're still not getting anything so uh let's see if we can do some diagnostics at the keypad so uh let's get into programming um by entering our installer code which ours is at the default of four one one two and then we'll enter eight 0 0 and you see installer code 20 indicating that we have access programming so the programming field we want to use is star 29 and then it's going to ask us enable ipgsm we want to choose yes and then we'll choose star uh one for yes that's what we did there um and now we want to get into diagnostics so we'll enter in two and now uh this changes the way that the 6160 operates you're actually going to be emulating um a 7720p keypad so these buttons on the side they represent a b c and d going from top to bottom so uh when you see when you hear me say d that means i'm talking about the fourth key down here so uh the one we want to do is we want to do d and then you'll see that the ready led lights up so then we're going to choose two and you see that we have the mac and the mac crc codes on the on the keypad these it's reading it from the communicator so this is the communicators mac and mac crc so what we want to do now we want to press star and then you see that we do have numbers for scid indicating that it is detecting the sim card it is reading it we cleaned it off and it is touching the metal contact points so that is working properly so um that's that's a good sign here so far if you were just getting question mark symbols then that would mean it was having trouble reading the sim so everything's in order so far now what we want to do we're going to press d and then 5 and you see we get data not available so that means that there is a signal problem okay so if you take a look at our lte xa communicator now you will see that we are getting signal on the communicator the reason we weren't before um is because the sim card inside was not activated uh the way that that works um all lte communicators the residual ones the honeywell ones they come with a sim card that is activated for uh three months from the factory so when it's manufactured it stays active for three months and then after that time period it becomes deactivated and if you try to use it you try to activate the communicator you will get no signal both on the communicator the led lights and inside diagnostics which i'm going to show you that now that it is working i'm going to show you the diagnostics menu in a second but if your communicator becomes too active to becomes inactive for not using it for a while um for not activating it for three months then you will need to have your monitoring company activate it uh which we went ahead and did this so now you can see we are getting signal on the communicator and i'm also going to show you the diagnostics menu again so that way you can see how it looks differently when the communicator is uh when the sim card is activated so um what you'll have to do by the way um if you are activating the sim card because it was deactivated and your monitoring company goes and activates it uh you'll have to wait up to 15 minutes uh for it to come through and you will need to power cycle the communicator so basically you'll power cycle your vista system uh again that's disconnecting ac power either at the breaker or an lt cable or unplugging the beige transformer and now you will need to disconnect the backup battery wait a few seconds and then power on transformer ac power first and then do the backup battery so just do a quick power cycle after waiting up to 15 minutes for it to go through so um let's get into the diagnostics menu uh so we can see how it's different now that we are getting signals from the sim card and the communicator is showing that uh the signal light is working so uh we're gonna and we're gonna go into programming four one one two eight zero zero and then we're gonna do um our uh star 29 menu star two nine and uh we will click yes we want to enable ipgsm and we'll press star and then we're going to press 2 for diagnostics and what we're going to press we're going to press the d key the fourth one down here and then we'll press 5. and you see we do get an lte signal strength um so we are getting signal now uh just to show you how this menu looks different when uh it is working properly when the sim card is activated so now we'll exit out of this menu d a and now i'm going to go back into the star 29 field and i'm going to disable that so we don't get the check 103 uh error so we're just going to do that real quick star 2 9 and this time i'm going to put 0 to disable this midi field now i'm just doing this just so we don't get the check 103 error and the keypad beeps at us so i will press star to continue and then we'll do star 99 to exit programming so that concludes our video on troubleshooting the lte xa or lte xv if you have any questions about the lte xa the lte xv about honeywell vista security systems or alarm monitoring services send an email to support if you found this video helpful make sure to give it a thumbs up below if you liked the video and remember to subscribe to our channel for updates on future videos we hope you enjoyed the video thank you