Not receiving alarms or events from an alarm receiver - Receiver 3.1

Receiver Intrusion Detection Extension Guide 3.1

series
Receiver 3.1
revised_modified
2020-06-09
category_custom
Guides > Plugin and extension guides
prodname_custom
Ecosystem (add-ons) > Receiver
vrm_version
3.1

If you are not receiving alarms from an alarm receiver, there are several different settings and conditions to verify. To help you troubleshoot this issue, learn about its possible causes and their respective solutions.

Symptom

An alarm receiver in the field has stopped working or some component on it has failed, but I did not receive an event in the Monitoring task nor is the event logged in the Receiver activities task.

Cause

The receiver is not being monitored.

Solutions

Solution 1: Add the Intrusion detection unit for the receiver to the Event monitoring list, as described in Monitoring events from receivers, intrusion panels, areas, and inputs in real time.

Solution 2: Make sure the custom events that you expect to receive are selected. From the Security Desk home page, click Options > Events, make sure the Display in tile check box is selected for the event.

Solution 3: Deactivate and activate the Intrusion Manager role.

Solution 4: Restart the server on which the Intrusion Manager role is running.

Solution 5: Make sure that the date and time configured on the intrusion panel and receiver match the date and time set on the Security Center server that hosts the Intrusion Manager role. Then search for the event in the Receiver activities report task again.

Solution 6: From the Security Center server, ping the IP address of the alarm receiver to make sure that the receiver is reachable. If it is not reachable, you have a network or hardware connection problem.