What are the commonalities?

The Controller 6000 is the same as CC (except for how it connects to its server; SNTP, DHCP, DNS and Websocket to Cloud microservice instead of BOOTP and CC Server)​

• All H-Bus devices (I/O Boards, Readers) are the same as CC, except we don't yet support all of them (e.g. plug-in modules)​. Therefore, all the things it can do and how it does it are the same, BUT we present it to the user in a simpler way. For example:​

• • CC Access Zones and Doors are wrapped up into a single SMB concept of a Door​

  • CC Alarm Zones are SMB Areas​

  • In SMB, every user has their own Access Group​

What are the main differences?

• CC gains its incredible flexibility by providing lots of pieces, each highly configurable and assumes nothing about how it might be used. The downside of this is that even basic things like getting a controller on-line require quite a bit of configuration ('programming') by a qualified Installer.​

• The SMB system works 'out of the box' and the only configurable options are what are necessary.

• To help achieve this we present simplified concepts for Areas, Doors, etc and the goal is very fast installation requiring reduced training yet with a high success rate.​

• The SMB system is not sold in parts, but as a 'kit' that you can screw to a wall, plug in Ethernet and power, scan a QR code and have a functioning site in literally a few minutes!​

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 - https://status.gallagher.com/ - 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.

Enable Offline Mode

Sending an invitation email or text message

• did not receive the invitation email,

• did not respond to the invitation before it expired,

• changed their phone and requires a new invitation, or

• did not receive the SMS text message with the code,

A new invitation can be sent to them at any time by a Site Manager.

1. Navigate to the My Team screen within the SMB app.

2. Search for the user and click the downward arrow on their user card for more options.

3. Select the Invite button.

   The Invitation screen displays.

4. Select Use a mobile device.

5. Ensure the Require SMS verification check box is unchecked.

6. Select the SEND button.

If a new user is going to use the web application:

The first email invitation is always a mobile invitation (an invitation to download the mobile app). To send a web app invitation:

1. Navigate to the My Team screen within the SMB app.

2. Search for the user and click the downward arrow on their user card for more options.

3. Select the Invite button.

   The Invitation screen displays.

4. Select Use a web browser.

5. Select the SEND button.

The user will receive an email to update their password. They will need to follow the link in the email and create a password. Their email address is their username.

Most users should be encouraged to install and use only the mobile app rather than the web app version.

Triage process:

• Search for the answer in the SMB Help Centre – Installer and Customer.

• Complete the training or refer to the training videos or training information provided.

• Contact your Distributor (who you purchased the Gallagher SMB hardware from) - NZ or Australia.

• Follow their Technical Support processes for Level 1 & Level 2 support.

• If the issue isn’t resolved, it can be escalated to Gallagher Technical Support.

Minimum information needed to effectively investigate an issue.

Installer Issues:

• Urgency / Priority

• Distributor Name

• Install Partner Organization Name

• Technician Name

• Site Name

• Controller ID (32-character number on Controller and in the Controller lightbox of Installer App)

• Controller MAC - if a hardware issue

• Check and record the Controller LED flash pattern if it is a Controller issue.

• Time the issue first occurred.

• Permaconn issues (if applicable): PM54 Serial Number, PM54 Mode - Alarm Monitoring and/or Cellular Backup Router, PM54 LEDs

Details of the issue and how to reproduce.

Customer Issues:

• Urgency / Priority

• Customer name

• Site name

• Install Partner Organization.

• Mobile device details: Make, Model, OS Version

• Mobile App log file if possible

• Time the issue first occurred.

Details of the issue and how to reproduce.

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

Users must have a security credential (PIN, fingerprint, face ID) configured on their device before they can complete the SMB FIDO registration process.

The registration process may complete without the security credential configured, but they will not be able to use the SMB App.

If the user disables or deletes the SMB authorization method (e.g. disables Face ID), the SMB app will display the error:

“Reported logon method cannot be accessed, update settings and relaunch app.”

The user must either re-enable the authorization method or uninstall and reinstall the SMB app and complete the registration process again with an enabled authorization method.

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

For new Mobile App invitations, the default settings require SMS verification to confirm the correct phone number.

If this SMS message is not received, another invitation can be sent from the Customer App with the 'Require SMS verification' option disabled.

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

The Mobile App log files can be useful for debugging issues.

Customers can email the Mobile App log file from their device by:

Login into the app -- Click the Menu hamburger -- select Settings -- select the Share Log Files option -- select an email client to send the log file

If the Customer cannot login to the app, they can still share the log file by:

From the Login screen - click the "Cog" icon in the top right corner

Select "Share Log Files" -- select an email client to send the log file and enter the required email address recipient.

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

If users replace their phone and copy apps to their new phone, they will need to register for SMB again.

SMB has a feature that will allow users to invite themselves to register again.

When they start the SMB app on their new phone, they will be prompted to enter their email and phone number to request a new credential for their new phone. Then a new credential will be generated, and a new invitation will be sent to the user.

Note - on the request credential page, the phone number must be entered exactly as it was entered when they first registered, otherwise the invitation email will not be sent. This is a security feature to prevent unauthorized requests.

Is there a web version of the SMB app?

Not sure if you are receiving notifications?

As a Site Manager, you should receive notifications of any incidents on your site, as well as the Late to Arm schedule notification if this is enabled unless Third Party Monitoring is in place.

If you are not, follow the below steps.

Unsure whether or not you're receiving notifications? To test if you are, set your Late to Arm schedule:

1. Firstly, your site must be set to a disarmed state. If it is armed, disarm it.

2. Select Settings from the menu in the app.

3. Tap on Late to Arm Schedule and select the box Notify managers if site is late to arm.

4. Set the time for today to two minutes from now. For example, if it’s a Tuesday at 02:01 PM, then set the time for 02:03 PM on Tuesday.

5. If you do not receive the notification within five minutes, the system is not sending notifications to your device. Follow the below steps to fix this.

What to do if you are not receiving notifications

Site Managers that are not receiving notifications will need to delete the app and be re-invited. To do this, follow these steps:

1. Delete the Gallagher SMB app from your phone. You will need to wait five minutes before re-installing it.

2. Have another Site Manager re-invite you – they need to:

   Select Users from the menu in the app

   Select the user from the list you would like to re-invite, tap INVITE

   Select Use a mobile device

   Hit SEND

3. Once five minutes have passed, follow the instructions in the invite email to re-install and activate the app.

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

If there is an incident stuck in the SMB app and the customer can't close it or claim it, the SMB controller will need to be restarted.

What are the common statuses of the SMB Controller?

What is the communication process of the SMB Controller?

When a SMB Controller starts up, it goes through this process to connect to the cloud:

1. Broadcasts a DHCP request to obtain an IPv4 address,

usually the response will be provided by the Cellular Router or the customer's ISP Router

2. Requests an NTP time sync to time.google.com - to port 123

3. Sends a DNS request to resolve the SMB cloud hostname

4. Authenticates with the SMB cloud - API call to port 443

5. Establishes a websocket connection with the SMB cloud - to port 443

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

SMB Controller stuck on "Controller updating" for an extended period. The firmware upgrade failed to complete, and the controller is stuck in a loop of constantly downloading the new firmware.

Unplug all HBUS devices, let the controller complete the upgrade and plug the devices back in. When the controller comes online it communicates with the cloud to obtain the latest firmware available. Some combinations of controller and HBUS devices require the controller to be fully upgraded prior to it attempting to upgrade the attached HBUS devices.

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.

The Controller need to be assigned to the site. Enter the UUID of the Controller e.g. e72a4356-bab8-4341-bc3b-b719ff1f4f9d or scan the QR code on the Controller in the Installer Portal. The Controller's run LED will remain in 5 flashes until the technician correctly assigns the UUID of the Controller to a site. The serial number will not be accepted in the Controller ID field.

Assign a controller to a site.

Site configuration started, and controller powered on but not connected to the internet, likely because the internet cable may not have been plugged in. This can cause the controller to accumulate a large number of events internally, which resulted in delays as it took several days to upload those events once it reconnected to the cloud.

This will cause the solution to run very slowly. It will take time for the system to catch up.

To avoid this issue, we recommend powering off the controller if the site configuration won’t be completed within the next few days. Leaving it powered on without an internet connection will cause the events to build up again, leading to similar problems. The controller should not be left running unnecessarily when the wiring is in a partially complete state (inputs not correctly terminated), or the cabinet door left open thus causing system tamper alarms.

The Event tab of the controller dialog will indicate whether any of these conditions currently exist

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

Each time changes are published from the Installer app; the SMB controller configuration is updated. In the unlikely event that the controller’s configuration needs to be completely reset, this can be done by:

1. Turn on dip switches 1, 2 and 3.

2. Power cycle the controller.

3. Wait for the Run LED to change to a steady state (could be 5, 3 or 2 flash).

At this point, the Controller's config has been removed and it has been assigned the default IPv4

address of 192.168.1.199

4. Turn off dip switches 1, 2 and 3.

5. Power cycle the controller.

The Controller will now go through the communication process to connect to the Cloud and

download the latest configuration.

How are the DIP switches used?

• DIP switch 1 should only be used when access to the local diagnostic page is required.

• DIP switch 2 is generally sufficient for resetting the configuration in most real-world scenarios.

• DIP switch 3 can be useful for setting the controller to a static IP for easier IP identification, but it’s not always necessary and may prevent the controller from obtaining a DHCP configuration to get online.

How do I configure the controller with proxy server settings?

If a SMB Controller needs to be configured with proxy server settings to allow internet access, this can be done from the cloud web pages.

Bring Controller Online > Proxy Server

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

Controller logs can be obtained from the Gallagher SMB Controller debug web pages.

To access the SMB Controller debug web pages requires Dip Switch 1 to be turned on and the controllers IPv4 address. Turning on Dip Switches 1, 2 and 3 will force the controller to use the IPv4 address of 192.168.1.199 (but will also clear the controller’s configuration).

The URL for the SMB Controller debug web page is: http://[IPv4 address]/debug. (note the dot at the end is needed)

The SMB Controller that does not have configuration will have a default diagnostic password. Please contact Gallagher Technical Support for the username and password.

The SMB Controller logs can be obtained from the Application Log link. When the controllers’ downloads configuration from the SMB cloud, the diagnostic password is changed to a unique password for each site.

Logs for configured SMB Controllers will need to be obtained via the SMB cloud - contact Gallagher Technical Support.

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

A restart override for the SMB Controller can be triggered from the Installer Portal.

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

If a Controller cannot sync its time (NTP), it will not be validated and fail to connect to the SMB cloud.

A Controller that has been powered off for several days will lose its time sync setting, and its time could drift by a significant amount - it will then fail to connect to the cloud.

• Check the time on the Controller Config web page - refer below.

• Check the site's network does not have a firewall rule that is blocking NTP (UDP Port 123) connections to time.google.com.

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

By default, the SMB Controller will attempt to sync time with the Google NTP time service - time.google.com using UDP port 123. The Controller's time can be manually changed from the Controller Cloud Config web page.

Find the Controller's local IP address and browse to http://[ip_address]/cloud

· Username: cloud

· Password: GGLcloud

(The Controller's current time (and time zone offset) is shown at the bottom of the web page)

Click on the Set Time and Date link and enter the correct date and time (depending on the time zone offset) in the fields and Save.

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

DHCP (UDP port 67) - this just checks if there is a DHCP server on the network

Linux: sudo nmap --script broadcast-dhcp-discover -e eth0

Windows: ipconfig /all | find /i "DHCP Server"

DNS resolution (UDP port 53)

Linux + Windows: nslookup app-api.halo.gallagher.com

NTP time.google.com (UDP port 123)

Linux: nc -v4z --wait 5 --udp time.google.com 123

Windows: w32tm /monitor /computers:time.google.com

HTTPS app-api.halo.gallgher.com (TCP port 443)

Linux: nc -v4z --wait 5 app-api.halo.gallagher.com 443

Windows: telnet app-api.halo.gallagher.com 443

(blank screen indicates a successful connection - ^] to exit)

Another Windows option using the Powershell Test-NetConnection command (tnc)

tnc -ComputerName app-api.halo.gallagher.com -Port 443 -InformationLevel "Detailed"

Connectivity

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

Check the following that could cause HBUS devices that are going offline intermittently –

• Wiring connections,

• HBUS terminations are at the ends of the bus - nothing terminated in the middle of the bus,

• Devices are wired in a daisy chain - no star wiring.

• System’s power consumption – do they have sufficient battery power to support what is wired into the board.

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

If a Controller is repeatedly generating a lot of these events: Controller 1 has detected a device. This indicates a probable issue with one or more of the connected HBUS devices.

Possible causes are:

• Faulty wiring that is causing HBUS device(s) to reconnect constantly.

• Not enough power to HBUS devices - if they are being powered from the Controller, the bus length may cause a significant voltage drop. A separate power supply may be needed.

• Serial number entered for the wrong kind of device, e.g. using a T15 reader serial number for a T30 reader

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

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

There are three main issues that will affect your ability to log into the Installer Portal: using the wrong URL, your organization isn’t set up or you as a technician aren’t set up.

• Please ensure you are using the correct URL -

• If your organization has not been set up, please contact your Distributor (NZ & AUS) or your Gallagher Representative (USA).

• If your organization has been set up, all technician management can be done by someone in your organization.

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

Ensure the Area's Locally Disarm Area setting to Single factor.

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

Trying to assign a tag to a user but there is no ASSIGN TAG in the Credentials screen.

For Tags to be used on a site –

• Enable the "Site uses tags" option within the Site Details menu

• Change the Area's Locally Disarm Area setting to Single factor.

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

The current state of the door output is not reflecting correctly on the SMB app. The door is currently lock but on the application its state is open, when they open the door, the state remains lock. Readers are working.

Occasionally Door status can get out of sync in the Cloud.

This can appear in the Customer app as the Door showing the wrong status to what is shown in the Installer Portal Door Status page and selecting the Lock/Unlock option in the Customer app will have no effect on the status.

A workaround is to try a Restart override for the Controller from the Installer Portal - Controller properties.

If that doesn't fix the status, contact SMB with details of the Door that has the problem.

SMB are investigating this issue and will hopefully have a fix soon.

How do I connect two sites together?

To add an existing user to another site, the site manager for the other site needs to create the user with the same email and phone number used for their current SMB account.

The user will then be able to add the new site to their app by either:

· clicking ‘complete registration’ in the invite email without re-downloading the app,

· or when they login to the app the next time, a prompt will pop up asking them to accept the invitation to the new site.

Alarm Transmitter not connected events

If the Alarm Transmitter is enabled in configuration but it is not connected, events will be continuously raised. These may appear as 'Alarm Transmitter evDIALLER_WARNING_NO_MODEM'. To stop these events being raised, either connect the Alarm Transmitter device to the Controller or disable it in the site's configuration.

Gallagher SMB Controller

• 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?

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.

• 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?

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

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.

User Management

• Sending an invitation email or text message

Reporting an Issue

• Installer Issues

• Customers Issues