- Common Issues
- I get an authentication error when trying to view the virtual key pad
- My Virtual Keypad shows status but won't take any commands.
- Check the Status Indicator led's on the Hardwired VM101
- Check the Status Indicator led's on the Wireless VM101
- I am trying to connect from work or installing this on a work router
- My VM101 looks like it keeps power cycling itself. The Network LED Flashes
- Check current draw, "Power".
- Other Questions not answered here, enter a support ticket
Common Issues
- Make sure you have Data In to Data In and Data Out to Data Out. Check the wiring diagram that came with the VM101 for your panel. This is a common mistake even for dealers.
- Don't forget to do the programming of the panel as outlined in the instructions that came with the VM101. It will not work until this programming is done.
- After you have it installed you need to register it on our web site by clicking on Register BAT.
- On DSC systems don't forget to install the PC Link cable that came with the VM101. Red on LEFT on the panel itself. This is a change from the instuction sheet that came with the new VM101's in late May and fist couple of weeks of June.
- On DSC Systems make sure you DISABLE 3 in section 381.
- On DSC Systems, if you get a Trouble Light on the panel after installing our VM101 BAT, Make sure in section 381: 5 and 6 are ON
- On DSC System make sure Option 1 in section 380 is turned on. It is by default but make sure it was not turned off by mistake.
- If you have a DSC system and are having problems reporting to our server, try setting SECTION 302: TO 'DCAAFFFFFFFFF and try again.
- On Ademco panels, by default it has a 30 second dialer delay, so if you don't let the system ring for at least 30 seconds then the system will not report. You can turn this off by going into programming and go to field * 50 and enter a 0. If the panel is a SIA panel then this cannot be turned off.
- On Ademco Vista 21IP panels, make sure the jumper on the board is set to turn OFF the internal ip communicator. This jumper is located by the RJ45 jack on the Vista 21IP board.
- If you have done all the programming, checked the wiring but the BAT is not reporting then replace the cable going to the router. Even if it is a new store bought cable they can be bad because this is only 24 gauge wire and when running the cable one of the wires may break.This happens more often then you may think.
- After you have registered the VM101 and set up your contacts, make sure you Verify the contacts and then go to Notification tab and check off how you want to be notified of each type of alarm. Reports will not be sent out until this is done.
- If the VM101 BAT is still unresponsive, power down the BAT by disconnecting the RED key-bus wire for 10 seconds and reapply power.
I get an authentication error when trying to view the virtual key pad
Log out of your account and then log back in, accept the terms and conditions and it should be fine.
My Virtual Keypad shows status but won't take any commands.
On Ademco panels you need to turn on address 20 as a keypad. On most Ademco panels this is done in field * 193 by entering a 1 0. On a Vista 128/250 this is done is * 93 Device Programming. Turn address 20 on as a Alpha Keypad. See the programming guide for 128/250's by clicking here
If you have a DSC system and cannot see the system status or control the panel then swap the data wires.
Check the Status Indicator led's on the Hardwired VM101
NEW Rev 4 VM101's LED Status Lights Note that the VM101 BAT has a series of six LED lights that indicate the condition of the connectivity and activity.
Starting with the two LED indicators on the RJ45 Jack
• Green LED on the left ON means Ethernet Link
• Amber LED on the right shows Ethernet activity
NOTE: If you are having trouble with the Ethernet Link, check for faulty wiring between the BAT and the Router/Hub. This only indicates connection to the network and not to the Internet.
'Network' LED – This LED will only illuminate upon a trouble condition. If there is a problem with IP connectivity, this LED will blink with a pattern as outlined below: If connecting in an office setting then Click Here
- 1 Blink – There is a problem communicating with the IP network. Please check the Ethernet cabling between the BAT and the IP network modem / router / switch.
- 2 Blinks – There is a problem getting an IP address from the network. Please note that DHCP must be turned on for the BAT to receive a local IP address on the network and public DNS server addresses. A public and/or static address is NOT needed.
- 3 Blinks – There is a problem communicating with My Virtual Monitoring's network. This could be caused by faulty DNS servers being distributed to the BAT via the IP network's DHCP server or, if the IP network is complex or is heavily filtered, there could be a routing or filtering issue.
Network Information:
BAT communicates to My Virtual Monitoring's network by transmitting data outbound to IP range 64.95.223.0/24 on port 443 (encrypted ssl). If an IP network filters, caches or monitors https traffic, does load balancing or has intricate routing tables and access control lists, please contact your IT dept. to open this port on your network.
‘Signal’ LED – When an alarm signal is generated by the panel, this LED will illuminate as it transmits the signal to My Virtual Monitoirngs network. The LED will go off only when the signal is acknowledged by the central station receiver or My Virtual Monitoring’s network.
‘Aux’ LED – Not currently in use.
‘Status’ LED – This LED displays communications with the attached alarm panel. On Vista panels, this LED will blink rapidly. On DSC and GE panels, this LED will blink once every 10 – 20 seconds.
General Troubleshooting:
- I. Verify all wiring connections are terminated correctly according to the correct wiring diagram in the Installation Guide.
- II. Verify you have not exceeded the power supplies' rated capacity. Note that the BAT draws 120 mA of power, and must be powered off of the kebus.
- III. Verify all programming steps are correct according to the Installation Guide.
- IV. If BAT is unresponsive, try power-cycling the BAT by disconnecting the red keybus wire for 5 seconds. Please leave control panel on during this process.
Check the Status Indicator led's on the Wireless VM101
1: MVM Gateway
The MVM Gateway has two sets of LED’s to display wired and wireless networking status.Wired Connectivity There are two LED’s located to the left and right of the RJ45 network jack:
• Green LED on the left show Ethernet Link status
• Amber LED on the right shows Ethernet Activity
Under normal circumstances, the Link LED should be solidly on and the Activity LED should blink at least once every couple of seconds. If this is not the case,please check the Ethernet cable between the MVM Gateway and the IP network.
NOTE: The LEDs only indicate that the physical connection is working properly. Other IP issues may still exist that disrupts communications.
Wireless Connectivity
There are three LED’s located on the right-center of the MVM Gateway
circuit board. These LED’s are:
• System Status LED – This LED will only illuminate under a trouble
condition. If there is a trouble condition, the LED will blink a pattern
to be referenced below.
1 Blink – There is a problem communicating with the IP network. Please check the Ethernet cabling between the MVM Gateway and the IP network modem / router / switch.
2 Blinks – There is a problem getting and IP address from the network. Please note that DHCP must be turned on for the MVM Gateway to receive a local IP address on the network and public DNS server addresses. A public and/or static IP address is NOT needed.
3 Blinks – There is a problem communicating with ipDatatel’s network. This could be caused by faulty DNS servers being distributed to the MVM Gateway via the IP network’s DHCP server or, if the IP network is complex or is heavily filtered, there could be a routing or filtering issue.
4 Blinks – Indicates that the MVM Gateway is not authorized to join MyVirtual Monitoring’s network. Contact technical support for assistance.
• RF-Tx – Indicate data sent to wireless devices (peers)
• RF-Rx - Indicate data received from wireless devices (peers)
2: Wireless BAT
The Wireless BAT has a set of LED’s to display wireless networking and alarm panel communications and status. These LED’s are:
• ‘Wireless’ LED – This LED will blink every 7-10 seconds when there
is a connection to the MVM Gateway.
• ‘Signal’ LED – This LED will illuminate when the Wireless BAT transmits
an alarm panel event to My Virtual Monitoring’s network. This LED will
blink when the signal is being relayed to the Central Station. The LED
will turn off when the alarm panel event is acknowledged by My Virtual
Monitoring or the Central Station.
• ‘Status’ LED - This LED indicates any problems with the communication
to between the Wireless BAT,the MVM Gateway and My Virtual Monitoring’s
network.
2 Blinks - Indicates that the Wireless BAT has no communication established with the MVM Gateway. Check to make sure that the devices are in range of each other with no metal objects between them. It may also indicate that the frequency channel the devices are set to is being used by other equipment, see Section 1 MVM Gateway.
3 Blinks - Indicates that the Wireless BAT has not connected to My Virtual Monitoring’s network. Check MVM Gateway and follow the troubleshooting steps in Section 1 MVM Gateway.
5 Blinks - Indicates that the Wireless BAT has not communication with the alarm panel. Check the wiring diagram for the model of the alarm panel in the installation guide.
• ‘Auxiliary’ LED – This LED indicates traffic between the Wireless BAT and the alarm panel.
3 General Troubleshooting
I. Verify all wiring connections are terminated correctly according
to the correct wiring diagram in the Installation Guide.
II. Verify you have not exceeded the power supplies’ rated capacity.
Note that
the BAT draws 120 mA of power, and must be powered off of the keybus.
III. Verify all programming steps are correct according to the Installation
Guide.
IV. If BAT is unresponsive, try power-cycling the BAT by disconnecting
the red keybus wire for 5 seconds. Please leave control panel on during
this process.
Rev. 3 VM101's The VM101 BAT has six
status indicators L1,L2,L3,L4 and Two LED indicators on the RJ45 Connector.
These six indicators can tell you exactly what the status of operation
is at any time.
Starting with the two LED indicators on the RJ45 Jack
- GREEN LED on the left ON means Ethernet LINK
- AMBER LED on the right shows Ethernet Activity
A properly connected BAT to the Honeywell Vista Series OR a LYNXR-I ecp bus will have a fast tick on L1. The L1 tick is representation of activity on the keypad bus. If you do not have a fast tick double check the polarity of the rx/tx wiring.
L1 DSC NOTE: You will not have anything on L1 for a DSC system.
L2 When an alarm signal is generated by the panel, this
LED will illuminate as it transmits the signal to My Virtual Monitoirngs
network. The LED will go off only when the signal is acknowledged by
the central station receiver or My Virtual Monitoring’s network.
L4 is an indicator of various aspects of the network
state specifically regarding basic DHCP functions and general internet
connectivity. When L4 has a "blink blink, pause" pattern this means
that BAT is not receiving DHCP answers to requests made on the network.
When L4 has a "blink blink blink, pause" pattern this indicates a condition of limited network connectivity. This could happen if the Broadband network provider is suffering an outage. Another cause often experienced upon initial setup is use of proper cabling between a cable modem or xDSL cpe may or may not require ethernet cross-over between a multi port router i.e. Linksys wrt54g.
if L4 shows limited network connectivity, check that Ethernet Link is visible on any other network elements used in the setup. It may be a bad Ethernet cable. Because the cable is made up of 24 gauge wire it is very brittle and can break when running the cable. This happens more often then you would think.
I am trying to connect this on a work router
Network Information:
BAT communicates to My Virtual Monitoring's network by transmitting data outbound to IP range 64.95.223.0/24 on port 443 (encrypted ssl). If an IP network filters, caches or monitors https traffic, does load balancing or has intricate routing tables and access control lists, please contact your IT dept. to open this port on your network.
My VM101 looks like it keeps power cycling itself. The Network LED Flashes
This normally means that there is a problem with the VM101 talking to your router. Try changing the port your plugged into and see if that works, or replacing the network cable and that should fix the problem. Also, check to make sure your not overloading the panels power as shown below. If not put in a support ticket. If the Red Network LED flashes then it is not talking to the internet for some reason, Maybe a bad port on your router or a cable or if you have your firewall setting too high that would cause the problem also. Port 8088 needs to be OPEN on the router for it to communicated with our server along with having DHCP turned on. These are default settings on home routers so unless you changed the router settings this should not be the issue.
Check current draw, "Power".
If all of the above checks out OK, then check your current draw of your panel. Each device connected to the Aux power output of the panel has a current draw listed on its installation manual. You may have two current draws listed, one is standby and one in Alarm. Total up each device in Alarm condition and then add 120mA for the VM101. Don't forget motions, glass breaks, wireless receivers, zone expanders or phone modules. On a DSC system this should not be over 700mA. On a Ademco Vista panel this should not be over 600mA. If the total is over the panels limit then you will need to install a Aux Power Supply.
Ademco Common Current Draw List:
DSC Common Current Draw List:
If the BAT is still unresponsive, power down the BAT by
disconnecting the RED key-bus wire for 10
seconds and reapply power.
