> For the complete documentation index, see [llms.txt](https://help.security.gallagher.com/smb/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.security.gallagher.com/smb/help-resources/troubleshooting.md). # Troubleshooting [**Gallagher SMB Controller** ](/smb/help-resources/troubleshooting/gallagher-smb-controller.md) * How do I replace a faulty controller? * Why does the Controller appear unresponsive? * 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 firmware upgrade is really slow and is continuing to load - what could cause this? * 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**](/smb/help-resources/troubleshooting/controller-offline-alarm.md) * 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. * I'm trying to delete a HBUS device and getting the message "Can't delete" * 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**](/smb/help-resources/troubleshooting/gallagher-smb-vs-command-centre.md) * What are the commonalities? * What are the main differences? [**Connectivity**](/smb/help-resources/troubleshooting/connectivity.md) * 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**](/smb/help-resources/troubleshooting/configuration.md) * 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 configure the double badge for arming functionality? * 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**](https://app.gitbook.com/o/Luj2l6y6cIUPXJwbC574/s/j78FgrliX8rYCdK2hg8n/~/changes/133/troubleshooting/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**](/smb/help-resources/troubleshooting/app-notifications.md) * 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? * How come the customer can arm their site when the door is open? * 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. * Why does my Apple Wallet or Credit Card come up at the reader? [**Notifications** ](https://app.gitbook.com/o/Luj2l6y6cIUPXJwbC574/s/j78FgrliX8rYCdK2hg8n/~/changes/154/troubleshooting/notifications) * My Notifications are quiet and I can hardly hear them * Can I customize the sound of Notifications? [**User Management**](/smb/help-resources/troubleshooting/troubleshooting-users.md) * 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 * The Key Account Holder didn't get the SMB app invitation - what do I do? [**Reporting an Issue**](/smb/help-resources/troubleshooting/reporting-an-issue.md) * Installer Issues * Customers Issues --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://help.security.gallagher.com/smb/help-resources/troubleshooting.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.