Unable to connect to smartcom

[Richard Pettigrew]

My app constantly displays unable to connect to smartcom.

No green icon but shows notifications.

Any ideas?

[Texecom]

Hi Richard

Have you ever had a connection to the Smarttcom?  Do you have any other devices that connect successfully?  Do you know what version the Smartcom is?

[Richard Pettigrew]

It was installed yesterday so i assume its the latest version. It connected when the engineer was here. Stopped working last night. I was told no support for android app yet so i installed on iphone 5s and it wont connect either. Entered code from panel and it fails to login.

I suspect its the smartcom unit itself.

[Texecom]

If does possibly sound like the Smartcom.  I would contact the engineer and ask him to liaise with out technical support department to find a resolution.

[Texecom]

If you can send the last 5 digits of the panel GUID we can check the status.  Enter your user code on the keypad and press Menu followed by Yes.  Scroll up until you see 'View Unique ID' and press Yes.

[Richard Pettigrew]

2 full lines of code. Last 5 digits are.

4637e

[Texecom]

Thanks Richard.  Your SmartIcon is definitely unresponsive.  You will need to contact the installer and get them to address this for you.

[Richard Pettigrew]

Thank you!

[Richard Pettigrew]

Just a thought. Does the smartcom need any firewall ports opening? I run a tight ship and everything unnecessary is closed!

[Texecom]

You're welcome.  The SmartIcon uses a standard 'outbound' port so no port forwarding is necessary.  As it was originally working i doubt this is the issue.

[Richard Pettigrew]

Ok latest update...

Rebooted the smartcom, app then connected. Followed the instructions in the firmware update post from this evening and we seem to have a working smartcom again!

Hopefully this f/w update fixes the freezing problem. I'll check it remains responsive over the next few days.

Thanks for all your assistance. I'm sure our engineer will be pleased that it's solved. I think he was dreading having to come round again. 😁

[Texecom]

Glad you've managed to sort it without another callout.  If you had the engineers code them its fine for you to do.  Most people don't have this though and require the installer to do it.