Troubleshooting instructions provided by HAI:
[SIZE=10.5pt]Troubleshooting Central Station Dialout Issues[/SIZE]
[SIZE=9pt]Problem Summary:[/SIZE]
The purpose of this procedure is to provide the proper steps to follow to successfully determine where dialout failures are occurring, what the causes are, and how to resolve them.
The initial report is that the HAI system is not dialing out to a Central Station (CS). The report may/may not include additional information about the system and/or steps taken to check the phone line.
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[SIZE=9pt]Causes:[/SIZE]
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Possible causes for a dialout failure are:
[SIZE=9pt]1. [/SIZE][SIZE=9pt]Improper application[/SIZE]
[SIZE=9pt]2. [/SIZE][SIZE=9pt]Lack of patience/knowledge of dialout procedures[/SIZE]
[SIZE=9pt]3. [/SIZE][SIZE=9pt]Improper controller setup[/SIZE]
[SIZE=9pt]4. [/SIZE][SIZE=9pt]Improper phone line wiring and/or phone system connection[/SIZE]
[SIZE=9pt]5. [/SIZE][SIZE=9pt]DSL[/SIZE]
[SIZE=9pt]6. [/SIZE][SIZE=9pt]VoIP[/SIZE]
[SIZE=9pt]7. [/SIZE][SIZE=9pt]CS settings and/or compatibility[/SIZE]
[SIZE=9pt]8. [/SIZE][SIZE=9pt]Corrupted data in the controller[/SIZE]
[SIZE=9pt]9. [/SIZE][SIZE=9pt]Component failure[/SIZE]
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[SIZE=9pt]Resolution:[/SIZE]
You should follow the procedures and checks in order – this will reduce the risk of “chasing windmills”, as some issues are related to simple understanding of the dialout procedure.
[SIZE=9pt]1. [/SIZE][SIZE=9pt]What type of HAI system (and firmware) is installed[/SIZE][SIZE=9pt]?[/SIZE]
The type of system, along with firmware can be the root of the problem. Older systems (1503 and Omni series) do not support Contact ID, which requires the CS to accept 4/2 or 3/1 reporting formats. Firmware is not typically related to dialout failures, but could be related to desired effects.
[SIZE=9pt]2. [/SIZE][SIZE=9pt]Does the console (LCD or OmniTouch) display “COMMUNICATOR TRBL NOW” or “COMMUNICATOR HAD TRBL”?[/SIZE]
If the console displays a communicator error message, you “know” there is a problem, and you can continue checking the system.
If there is no such message, it is possible that there is no problem, but rather a lack of understanding. When an alarm occurs, the following steps are preformed by the controller:
a.[SIZE=7pt] [/SIZE]Any Entry Delay is started.
b.[SIZE=7pt] [/SIZE]After any Entry Delay has exhausted, any Dialout Delay is started.
c.[SIZE=7pt] [/SIZE]After any Dialout Delay has exhausted, the controller seizes the phone line and begins the dialout procedure.
d.[SIZE=7pt] [/SIZE]If the dialout procedure fails, the controller will wait 15 seconds and tries again. The controller will attempt to dialout to the CS up to 5 times.
e.[SIZE=7pt] [/SIZE]If the controller does not complete a successful dialout to the CS, the “COMMUNICATOR TRBL NOW” appears on the console for 1 minute – after 1 minute the controller resets the message to display “COMMUNICATOR HAD TRBL”.
With the above stated, a “complete” dialout failure can take 8-10 minutes. If, at any time, the system is disarmed, the dialout will cancel.
To adequately test the dialout procedure for failure, you should disconnect any sirens and allow the system to remain in alarm until the procedure completes.
[SIZE=9pt]3. [/SIZE][SIZE=9pt]Is a two-way voice module installed?[/SIZE]
If a two-way voice module is installed on the system, remove it and re-test the dialout. A compatibility or hardware failure related to the two-way voice module can cause dialout failures.
[SIZE=9pt]4. [/SIZE][SIZE=9pt]Can you access the Voice Menu from a house phone?[/SIZE]
The Voice Menu and Digital Communicator use the same circuitry. This test can provide immediate direction on what to check. If you can access the system, then you can be reasonably assured that phone wiring is sound, in general.
If you can not access the Voice Menu (pressing the “#” key returns a “fast busy” or telco message), you “MUST” resolve this issue before further troubleshooting can be accurately performed. At this point, you should inspect:
a.[SIZE=7pt] [/SIZE]RJ-31X Jack – most of the time, the fast busy signal is related to the jack being wired backwards (incoming telco is wired to the distribution terminals and the distribution wires are connected to telco terminals). A quick test would be to bypass the jack, running the telco wires directly to the green & red terminals on the controller and testing the dialout.
b.[SIZE=7pt] [/SIZE]DSL – if DSL is installed, an Alarm DSL filter or splitter “MUST” be installed – the standard filters from the telco will not work. Also, if DSL is installed, but a second line is used, a DSL “tester” should be used to confirm there is no “DSL bleed-over”.
c.[SIZE=7pt] [/SIZE]VoIP – VoIP (Voice Over IP) is becoming very popular. If you are using VoIP, you should immediately contact your monitoring company to confirm they are compatible with VoIP. Although voice menu access via house phones is compatible, most monitoring companies are not compatible with VoIP.
d.[SIZE=7pt] [/SIZE]If none of the above provides resolution, you should research the “Telephone Access” documentation in the HAI Knowledgebase.
[SIZE=9pt]5. [/SIZE][SIZE=9pt]Can you dial into the system from remote[/SIZE][SIZE=9pt]?[/SIZE]
Although rarely seen, it is possible that some phone line anomaly could allow local access, but not provide remote call in and dialout. This test, in conjunction with #4 above, will definitively confirm that the controller should be able to dialout to the CS.
[SIZE=9pt]6. [/SIZE][SIZE=9pt]Do you have the Digital Communicator set up properly[/SIZE][SIZE=9pt]?[/SIZE]
Using a console (not PC Access software), go to Setup>>Installer>>DCM, and check the following:
[SIZE=9pt]a. [/SIZE][SIZE=9pt]Make sure the right phone number is entered.[/SIZE]
[SIZE=9pt]b. [/SIZE][SIZE=9pt]Although dashes can be used to separate digits within the number, there should not be a dash at the beginning of the number – this will cause the Digital Dialer to not call out.[/SIZE]
[SIZE=9pt]c. [/SIZE][SIZE=9pt]Verify that the proper Account Code is entered.[/SIZE]
[SIZE=9pt]7. [/SIZE][SIZE=9pt]What do you hear when you monitor the phone line[/SIZE][SIZE=9pt]?[/SIZE]
This test check will require the use of a butt kit. HAI recommends disconnecting the RJ-31X jack from the system, and running a clean pair from the telco demarc, directly to the green & red phone terminals on the controller. The butt kit should also be connected to the same pair and set to monitor.
What you “should” hear is:
a.[SIZE=7pt] [/SIZE]The controller pick should up the line (click).
b.[SIZE=7pt] [/SIZE]The Digital Dialer should dial the number (DTMF tone transmissions).
c.[SIZE=7pt] [/SIZE]When the CS answers, a handshake should take place between the controller and CS receiver (multi-pitch fax/modem tones).
d.[SIZE=7pt] [/SIZE]After successful handshake, the controller should begin transmitting data (DTMF tone transmissions).
e.[SIZE=7pt] [/SIZE]After data transmission complete, a “kiss off” tone should be heard from the CS receiver.
f.[SIZE=7pt] [/SIZE]The controller should hang up immediately.
What you “may” hear is:
a.[SIZE=7pt] [/SIZE]The controller picks up the line and after 3-5 seconds, disconnects from the phone line. This would indicate that the controller is not sensing the phone line voltage (dial tone). Although the controller does have a “force dial” (security industry standard where non-recognition of the phone line will initiate a mechanism where the controller will release the line, wait 15 seconds, and then seize the line and dialout whether it senses the line or not) feature, this could be a contributing factor. At this point you might want to check the onhook/offhook/digital readings from the console for indications of phone line anomalies. If no anomalies are detected, use a console to reset the System RAM (Setup>>Installer>>Miscellaneous>>Reset System RAM). If any are detected, you should contact the local phone authority.
b.[SIZE=7pt] [/SIZE]The controller initiates a force dial (as described above), but the controller DTMF tones are emitted over the dial tone. There is phone line interference, probably related to an unknown phone connected to the telco side of the RJ-31X jack.
c.[SIZE=7pt] [/SIZE]The controller picks up the line, makes the call, but gets no answer. Verify the number through the CS.
d.[SIZE=7pt] [/SIZE]The controller makes the call, then begins a handshake signal, but gets no response from CS receiver (the controller hangs up after 45 seconds). Check with CS to make sure the controller and CS reporting formats match. Change the reporting format, as necessary.
e.[SIZE=7pt] [/SIZE]The controller makes the call, handshakes, and reports its data, but after receiving kiss off, maintains the connection for approximately 45 seconds and then hangs up. At this point, the dialout is repeated over and over five times. This would indicate that the controller is not recognizing the kiss off signal, so it continues trying the procedure. To resolve, first contact the CS and confirm they are receiving multiple signals. If so, either the CS receiver kiss off signal will have to be adjusted (there is no such adjustment on an HAI controller), or the reporting format will have to be changed.
[SIZE=9pt]8. [/SIZE][SIZE=9pt]If none of the above resolves the problem, you can perform the following steps to reset the System EEPROM and re-test:[/SIZE]
[SIZE=9pt]a. [/SIZE][SIZE=9pt]Use PC Access to backup the customer file.[/SIZE]
[SIZE=9pt]b. [/SIZE][SIZE=9pt]From a console, go to Setup>>Installer>>Miscellaneous>>Reset System EEPROM, and follow the prompts to complete the reset.[/SIZE]
[SIZE=9pt]c. [/SIZE][SIZE=9pt]After reset, use the console to go to Setup>>Installer>>DCM, and set the Phone Number and Account Code. NOTE: Do not use PC Access for this operation and do not download the customer’s file into the controller at this time.[/SIZE]
[SIZE=9pt]d. [/SIZE][SIZE=9pt]Simultaneously press and hold the 1 and 3 keys on the console – this will initiate a Police Emergency (burglary).[/SIZE]
[SIZE=9pt]e. [/SIZE][SIZE=9pt]Monitor the phone line for performance. If the dialout is successful, reload the customer’s file and retest. If the dialout continues to fail, the controller must be sent in for repair/inspection.[/SIZE]
[SIZE=9pt]Related Information:[/SIZE]
[SIZE=9pt]Telephone Access Problems[/SIZE]
[SIZE=10pt]Modified 2/13/2009[/SIZE]
[SIZE=10pt]Keywords:[/SIZE]
[SIZE=10pt]Article ID: 601[/SIZE]
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[SIZE=9pt]HAI by Leviton
All Rights Reserved. HAI by Leviton 2013[/SIZE]