Troubleshooting

What are the common statuses of 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"

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)

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

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

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

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.

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

Last updated 1 month ago

Was this helpful?

What are the common statuses of 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"

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)

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

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

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

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.

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

Last updated 1 month ago

Was this helpful?