I can't see any events for my site
If you cannot see any events on your site's Timeline/Alarm Log, we may ask you:
Is the site a new install?
Is the site an existing installation that has had a new signalling device installed?
Has any engineer work taken place, both remote or locally?
1. Check the Site Reference and Transmitter Reference numbers on CONXTD
Click on the Site to access the Site Information, then click on the Details tab to view the signalling device information.
Check that the correct Site Reference or Transmitter Reference numbers are applied. It may be that the site has had a signalling upgrade, therefore we will need the latest reference numbers to ensure we are pointing at the right place.
2. Ask your Installer about past engineer visits for changes in configuration
If the site is an existing one, you may be able to spot engineer visits by using the full 4-week Timeline of events. Changes may have been made to your signalling device configuration, or the alarm panel itself.
3. Check the site creation process has been completed by the alarm signalling device provider
If the site is a new installation, the site creation process may not have been fully completed by your Installer or Alarm Signalling Provider. Double-check with either to confirm that the site has been created on their systems, and is configured correctly as per your specifications.
4. Check you have correct access-level to view the site on CONXTD
Ask your manager or colleagues with Admin access to check you have the right level of access. It may be you have not been given access to the correct groups that your site is situated.
My site has stopped signalling events
If you site has stopped signalling, many of the tips above will still apply, but further steps to help resolve the issue can be found below.
1. Check that any signalling upgrades have been applied on CONXTD
Confirm with you installer that the site's signalling device upgrade was successful. If so, CONXTD will need to update the Site Reference and Transmitter References to continue displaying events as expected.
2. Check that there are no outstanding issues with the alarm signalling provider
We will most likely be aware of any outages or issues with an alarm signalling provider, which will be outlined in a message or banner on our platform. We will work with that provider to ensure that any loss in service is kept to a minimum.