Had a customer call with a issue I've never come across before. Here'swhat happened: Installed a Concord 4 at her house about 3 months ago.I taught her to arm to stay with no delay at night, and then shechanges it to away when she leaves. Her daughter and son-in-law arevisiting, she left early in the morning and switched from stay toaway. After she left the daughter came out of her bedroom and trippedthe living room motion.Here's where it gets weird: Son-in-law calls me and tells me whathappened, he says he's concerned because "the alarm went off for about10 to 15 seconds and shut off by itself" ( Not just the siren stoppingbut a full clear)I checked the event logs and heres what I found:Zone 11 alarm then 5 seconds later an E406 cancel/abort by user #U846 ( master code)I'm thinking frazzled daughter gets crap scared out of her, panics,punches in code, then somehow forgets that she did it. Her and herhusband were the only ones there and he didn't even know the codeanyway, so I'm sure he didn't cancel the alarm. Also, there are nokeyfobs or wireless keypads/remotes, 2 hardwired ATP1000 keypads.I tested the system, arming it the same way they did that morning, noissues. I'm going to run it by GE tech support tomorrow morning. I'm99.999% sure it's just user error, but that .001% bugs me.So what do you think, is it user error? because I can't imagine whatelse it would be. Any thoughts?

RHC: I'm just guessing here, and I don't know the Concord panel atall; however, the event log doesn't lie. If it says someone turned thepanel off, then someone turned the panel off. People in mild panicmode often don't know what they've done, or forget, or blank thingsout of their mind. It's probably worth checking with tech support (ifonly to set your mind at ease), but I've seen far crazier thingshappen when the alarm goes off.The biggest difficulty is going to be explaining to the customer theydid something they swear they didn't do. Sometimes it takes a lot oftact....:)) Showing them a printout of the event log may help, or aprintout from the station......

Concord 4 issue or user issue?

Dec 06, 2009 25 Replies

Rate this thread:

mleuck 16 years ago

They can't "see" you downloading but they can "see" you punching keys on the keypad and therefore you are "fixing" the non-existent problem.

Vote

mleuck 16 years ago

If they are lying I agree with you but I'm assuming they were just mistaken that they didn't turn off the system.

Vote

alarman 16 years ago

So you want them to think the system you installed was defective?

Vote

alarman 16 years ago

You should hear him say it with his proper English accent. LMAO

Vote

Effenpig1 16 years ago

I can't help it, I'm halfway through reading Mansfield Park, it must be rubbing off on me. ( Please withhold any "rubbing off" comments)

Vote

mleuck 16 years ago

No but it seems to work every time I tried it

Vote

Join the Discussion

Have something to add? Share your thoughts — no account required.

Didn't find your answer?

Ask the community — no account required