ELK M1G and Alarm Relay issue

[canbonbon]

I just started IP monitoring with Alarm Relay using M1XEP. The set up took only 5 min and everything looks good. However, they are saying that they are not seeing the "Alarm Abort" or "Alarm Cancel" signals from ELK. They are further saying that this is normal for ELK because they do get the final "Restore" signal which indicates that everything is fine. I am a little puzzled by this. Is this a known issue? If yes, is there a software update to fix this issue? (I have the latest 1.3.28 version of the software). I also have checked the Alarm Abort/Cancel in Area RCs under the communicator. Not sure what else I might be missing. Any help would be appreciated.

 

[Del91574]

If the RC's are set up, then the panel should send them, unless you have improper settings for the time window(s) in the RC settings tab or Globals.Typically it seems that a templating error on the automation software isn't transposing the raw data from the receiver to their head end.

 

[canbonbon]

Hello, could you let me know where the RC settings are? On the RC tab, I have 0 seconds for everything. Is there any other place I need to go for settings in RP2?

Thank you,

 

[dw886]

Interesting that you're seeing this too. I just got setup with AlarmRelay about two weeks ago, using the M1XEP as a primary form of communication, and an Uplink 2500EZ as a backup form of communication.

During the first week when we set off the alarm a few times by accident, they weren't seeing any cancels, just restores. Each time that the alarm went off, they'd call. I had a call into their "techs" last week, talked with the guy on the phone, and he basically said "Elks do this. I've seen this before. We can try some things, but it may never work".

We tried a few things, and then eventually he said "I'm going to give Elk a call tomorrow, and give you a call back. Can I call you on your cell?". Needless to say, I never heard back.

Is there anything else that I should be checking? I know that I was only entering my code once to silence the alarm, and after *reading the instructions* on the Elk, it looks like you enter your code once to silence, and then again to acknowledge.

Is the second entry of my code needed to send the "cancel" to the CS?

 

[brad]

Are you running the latest available 5.2.10 Firmware in the M1 and 1.3.28 in the M1XEP?

 

[dw886]

Thanks for the reply Brad.  I've been travelling, so I haven't had a chance to connect to the control to verify this.
 
I just took a look this morning, and I'm actually running the latest UL version, 5.2.4, on the M1, and 1.3.28 on the M1XEP.
 
The behavior that I'm seeing is definitely consistent.  The CS never gets the cancel on the alarm, so they always call if the alarm goes off.
 
Will updating to the non-UL version, 5.2.10 fix this?
 
Thanks!

 

[homejones]

Thinking of signing up with the M1XEP as the primary form of communication. Any other input on this?

 

[brad]

M1 Firmware Update 5.2.10  fixed an issue with cancel report timer not getting set when the Ethernet reporting format was engaged.

 

[dw886]

Hi Brad-
 
Thanks for the reply.  I'll update the firmware of my M1, and I'll report back.
 
Thanks!

 

[FloridaMike]

Any word on this problem? Also is your M1XEP supervised by the alarm company?

 

[dw886]

I updated my firmware on my M1 to 5.2.10 on Saturday afternoon, but I didn't have time to call AlarmRelay to test if they were getting the cancels. 
 
As luck would have it, on Sunday morning my wife set off the alarm by accident.  I ran to the panel, silenced the alarm with my code, and then acknowledged the alarm by entering my code a second time.  I waited to see if AlarmRelay would call, and about 20 second later, the phone rang.  I told them that everything was OK, and then asked if they got the cancel.  The guy on the phone checked, and they got the reset, but they did not get the cancel.
 
My M1XEP is communicating with the CS.

 

[Gearhead]

What are your dialer delay and cancel window settings?

 

[dw886]

Hi Gearhead-
 
I just had a chance to check these.  Here's how these are set:
 
Dialer Delay = 0 Seconds
Cancel Window = 5 Seconds
 
Should these be set to something else?
 
Thanks!