Certain older monitored-alarm systems need 48 volts to function properly. The previous 2Wire 3800 firmware (.47) was providing 48 volts and would work properly with these older panels.
The Molokai update brings the on-hook voltage down to 36 volts to conserve power. Some older alarms monitor the phone line for 48 volts direct current (VDC) and report a failure if they do not see the correct voltage.
Complete the following steps when a call is received from a premises technician stating they need the voltage changed in the RG:
- Verify premises tech is calling regarding the 3800 RG.
- Escalate to SOS UARC and request to open an AOTS ticket to change the alarm voltage in the RG.
- Place the following flash note on the account and give it an expiration date of four days in the future:
Note: Do not reboot/factory reset the RG. There are settings that have been changed in the RG that will be erased if rebooted/factory reset. This will result in a callback from the customer and a R-10. If a reboot/factory reset is absolutely necessary, escalate to SOS UARC requesting an AOTS ticket be opened to change the alarm voltage in the RG.
0 comments:
Post a Comment