Malfunction (Geo-services)

The Geo-Service device in malfunction trouble condition indicates the Alarm.com servers have not received a location report from the Geo-Device (usually a cellphone) for a 24 hour period.

Another common cause for a Geo-Service device malfunctioning is because the device may have been deleted but not completely removed from the account. The best way to clear a Geo-Service device malfunction is to completely remove the device from the account before attempting to reattach the device to the account.

It is recommended to remove Geo-Devices that are not active or currently in use on the account in order to avoid Geo-Service device malfunctions.

How to clear the Geo-Service device in malfunction trouble condition:

Note: Clearing the Geo-Service device in malfunction trouble condition only clears the trouble condition once each time the following steps are taken.

Complete the following steps for all Geo-Devices that are in malfunction or no longer in use on the account:

1. Log into the Customer app on the device in malfunction

2. Tap the menu button (3 Lines)

3. Tap Geo-Services

4. Tap the Geo-Services toggle switch to turn it off.

5. Log out of the app.

6. Log into the Customer Website (refresh the page if you were already logged in).

7. Click Settings.

8. Click Geo-Services.

9. If the malfunctioning or not in use device is listed in Geo-Devices.

    a. Click to select the desired device.

    b. Click the bin icon to remove the Geo-Device from the account.

    c. Click OK

The malfunction should now be cleared away.

To disable the malfunction report using the Customer Website:

1. Log into the Customer Website

2. Click Settings

3. Click Geo-Services.

4. Click the name of the Geo-device to be edited.

5. Click to un-check Report Malfunction if Device fails to check in for 24 hours.

6. Click Save.