Troubleshooting

Gallagher SMB Controller

• What are the common statuses of the SMB Controller?

• How do I configure a static IP address for the SMB controller?

• What is the communication process of the SMB Controller?

• The firmware upgrade won’t complete – how do I get the controller updated?

• The controller won’t register, it keeps asking the serial number, when it is entered it keeps going back to that message status of the controller is on 5 flash.

• How do I clear the SMB Controllers configuration needs to be cleared?

• How are the DIP switches used?

• How do I configure the controller with proxy server settings?

• How do I obtain the Diagnostic Logs from the Gallagher SMB Controller?

• Can I restart the SMB controller when I’m not onsite?

• How do I get the SMB Controller to sync its time (NTP)?

• How do I manually change the SMB Controller’s time?

• Are there Command Line tools to help installers check cloud connections from a site?

• Customer app has 'Controller is Offline' incident and it can't be processed or closed.

• When assigning a Controller, I get an error message "Controller xxxx was not found"

Gallagher Hardware

• What do I do if the I/O Boards are going offline randomly?

• HBUS Devices are not coming online but the Controller has detected the device and has events.

• When a user disarms using the T30, it creates a tamper event

• Which SMB kit should I use? (New Zealand & Australia)

Gallagher SMB vs CC

• What are the commonalities?

• What are the main differences?

Connectivity

• How will I know if the Cloud goes down?

• What do I do if I lose connection to the internet on my phone or at site?

• Controller drops connectivity through the LAN port Intermittently - occurs multiple times a day

Configuration

• Why can’t I log into the SMB Installer Portal?

• A user has a user code and privilege to disarm but the code won’t disarm the system.

• How do I get the ASSIGN TAG option to show in the Credentials screen?

• The door state is not reflecting correctly – how do I fix is?

• How do I connect two sites together?

• Alarm Transmitter not connected events

• Tags toggle is missing from site details.

• User Code Length is missing from Site Actions

Credential Groups

• Do end users need to update Customer App to access this feature?

• Installer Technician failed to move a site into an existing Credential Group or to another Credential Group - how can this be done?

• Does the Site need to be in Installer Mode to make changes?

• What if the customer doesn't want a site in a Credential Group anymore?

• How do I know which sites are in a Credential Group?

• I don't see Credential Group column on my Installer Portal mobile view

SMB app

• Are there any phone requirements for the SMB app to work?

• What happens if the user doesn’t get the mobile app invitation?

• Technical Support have asked for the mobile app log files, how do I get them?

• What do I do if the user gets a new phone?

• Is there a web version of the SMB app?

• Not sure if you are receiving notifications?

• What to do if you are not receiving notifications

• The customer has an incident in the SMB app and they can't close it or claim it.

Notifications

• My Notifications are quiet and I can hardly hear them

• Can I customize the sound of Notifications?

User Management

• What happens if I forget my password or can't log into my phone app to reinvite myself?

• Sending an invitation email or text message

• I can't delete a Technician as they are the Primary Contact

Reporting an Issue

• Installer Issues

• Customers Issues