Connectivity
Frequently asked questions when troubleshooting about connectivity
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Frequently asked questions when troubleshooting about connectivity
Last updated
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How will I know if the Cloud goes down?
The Gallagher SMB system is hosted by Amazon Web Services (AWS) cloud computing platform requiring no server to be installed onsite. No downtime is expected as cloud services are deployed across multiple AWS Availability Zones and employ database replication (AWS RDS).
If the Installer app or Customer app is not responding or you are having connectivity issues, check the Gallagher Security Cloud Status Page - - for more information.
What do I do if I lose connection to the internet on my phone or at site?
If the Mobile app/phone cannot connect to the cloud, the SMB app will automatically switch to Offline Mode (Local Control) to allow the user to connect with a Reader via Bluetooth.
Location services must be enabled to allow Bluetooth connections to readers for Local Control.
There is an option to manually switch to Offline Mode from the User Menu > User Settings page, or from the Login page Menu options.
Controller drops connectivity through the LAN port Intermittently - occurs multiple times a day
Scenario: Drops connectivity through the LAN port Intermittently. Network IS has inspected and the connection from the switch to external has not been interrupted during these times. Plugged laptop using the same LAN cable to the router and observed no issues.
Click on the Controller lightbox in the Installer Portal. Go to the Event History tab and determine what type of events are showing. This will indicate what type of issue this is.
It could be the connection between controller and the IP Alarm receiver.
The events will give you the information required to investigate further.