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TECH SUPPORT FAQ

     

Tech FAQs

Tech FAQs

Our Technical Support Department has collected some of the most commonly asked questions that we hope will assist you. Please feel free to contact us at 888-4DMPTEC (436-7832) if your question has not been answered.

WHERE CAN I FIND INSTALLATION, PROGRAMMING, AND USER'S GUIDES?
You'll find these guides at dmp.com/guides or by clicking here.

WHAT IS THE CODE TO GET INTO PROGRAMMING, DIAGNOSTICS, AND KEYPAD OPTIONS?
Programming: To access panel programming on DMP control panels, reset the control panel by shorting the RESET header or pressing the RESET button on the panel. At a keypad, press 6-6-5-3 (P-R-O-G) CMD. If the keypad says "ENTER CODE" after pressing P-R-O-G, enter the lockout code that was programmed by the original installing company.

Diagnostics: To access diagnostics on XT, XTL and XR Series control panels, reset the control panel by momentarily placing a jumper on J16 and then remove it where it’s only placed on one pin. At a keypad,  press 2-3-1-3 (D-I-A-G) CMD. The keypad screen will display DIAGNOSTICS.

Keypad Options: To gain access to the keypad options on the 7800 Graphic Touchscreen Keypad, scroll through the carousel on the keypad until "Options" is displayed and select it. When the Options icon is pressed the keypad will display settings for brightness, tone, and volume. Tap the wrench icon and the keypad will display "ENTER CODE"- press 3-5-7-7 (I-N-S-T) CMD and that will show KPD OPT, KPD DIAG, and STOP. Select KPD OPT to enter the keypad options menu. 

WHAT IS THE DEFAULT USER CODE?
On all control panels manufactured by DMP, the default user code is 99. We STRONGLY encourage all DMP dealers to change this user code once the installation is finished.

WHAT PROFILE NUMBER IS THE DEFAULT USER CODE ASSIGNED TO?
For XR panels, the default user code has profile 99 assigned to it. This is the default master profile. XT and XTL panels have authority levels instead of profiles. The default user has the master authority level assigned to it.

WHAT DOES "WIRELESS TROUBLE" MEAN?
When a keypad displays "WIRELESS TROUBLE," this means one of two things:
The panel and wireless receiver are not transmitting data back and forth. The power, RXD and TXD LEDs can be used to verify power and communication at the receiver. On XR Series panels, the X-Bus Status option in the diagnostics menu will test communication with the receiver. If a software version appears on the screen, that means the panel is currently communicating with the receiver.

The tampers are not being depressed on the wireless receiver. The 1100X-W and 1100XH-W wireless receivers, which are compatible with any XR100/500 or XR150/350/550, are equipped with a case tamper and a wall tamper.

WHAT FIRMWARE VERSION DO I NEED TO INSTALL A VERIZON CELLULAR MODEM?

Modem

Compatible Panel & Minimum Firmware

463C

XR100/500 v211 9/21/12

464-263C

464-263H

XR100/500 v212

263H

263C (Enfora Modem)

XT30/50 v112 XR150/350/550

263C (Telit Modem)

XT30/50 v124 1/21/16 XR150/350/550 v109 8/18/2015

263LTE-V

XT30/50 v172 5/25/18 XR150/350/550 v172 5/25/18

265LTE-V

XTLPlus v172 5/25/18

HOW DO I UPDATE THE FIRMWARE IN MY PANEL?
i. The Dealer Admin site can be used to update XR150/550 and XTLplus panels over network or cell, and XT30/50 panels if the panel is Level M or higher.

ii. A 399 serial cable can be used to update any of our systems using Remote Link, this includes the CellCom and iCom communicators. Refer to the Remote Link help files for details on connecting.

iii. Remote Link can update panels over a network. The XR100/500, 150/350/550, XTLplus, and XT30/50 Level M or higher can be updated using the panel’s network connection.

iv. The Model 400 USB Flash Module can be used to update XT30/50, XTLplus, and CellCom iCom systems.

HOW DO I UPDATE THE FIRMWARE IN MY GRAPHIC KEYPAD?
Version 107 or later: To update the firmware, download the firmware update from DMP's Dealer Direct Software Downloads and unzip the file onto a FAT32 formatted Micro-SD card. Insert the card into the slot on the right of the keypad, then power cycle the keypad or select Restart in the keypad options.

Version 106 or earlier: To have the firmware updated in the 7800 or 9800 series keypads, simply use the Customer Repair Center with instructions to update to the latest firmware and send it in to DMP.

HOW DO I PROGRAM IN A COMMUNICATION PATH IN MY XR500 or XR150/350/550?
This is done in the Communication section of the panel programming menu. Set the panel account number and press CMD until prompted to enter the path number. Enter the path number (1 for example) and press CMD. Choose a communication type: None, DD (Digital Dialer), NET, CID (Contact ID), or CELL. Continue to configure the other settings for this path. When prompted, enter the phone number or IP address of the central station receiver.

HOW DO I TEST MY WIRELESS ZONES?
There are two ways to test DMP wireless communication:
The first option is the wireless walk test. Reset the control panel by shorting the RESET header or pressing the RESET button on the panel. Then, at a keypad, press 8-1-4-4 (W-A-L-K) CMD. Press CMD until the WLS option is displayed, and select it. By pressing the WLS option on the screen this will begin a wireless check-in test. The panel will attempt to check-in with each transmitter that is currently programmed and will show the status on the screen of how many transmitters are checking in. When the test ends, the screen will also display which transmitters failed, if any.

The other option is the transmitter survey LED operation that is built into all 1100 Series wireless products. Each wireless transmitter has a red LED built-in that provides visual confirmation that the transmitter is able to transmit messages to the wireless receiver. By pressing and holding the tamper switch on the transmitter, the LED should blink one time. DMP recommends repeating this test several times to confirm reliable communication. If the LED turns on for more than one second, or if the LED is flashing multiple times, relocate the wireless receiver until the transmitter is consistently showing the LED turning on for less than a second each time the tamper is pressed.

HOW DO PUSH NOTIFICATIONS WORK?
Push notifications have to be enabled on the phone, and the user must select which push notifications they want to receive. The user is able to choose from Alarms, Troubles, and Arms/Disarms in the settings tab of the Virtual Keypad app. Additional push notifications can be sent for sensor activity. Sensor activity must be enabled on the system in dealeradmin.securecomwireless.com for users to see that as an option in their app. Users can choose to receive sensor activity from up to 10 different zones programmed into the panel.

WHAT DO I NEED TO PROGRAM IN MY PANEL FOR EASYCONNECT APP CONNECTIONS?
In order for EASYconnect connections for the Virtual Keypad app to work, the control panel must be programmed with the App Key that is specific to each DMP dealer. To find the App Key, each dealer can look at the dealer settings tab within dealeradmin.securecomwireless.com. The App Key is then programmed into Remote Options of panel programming. EasyNet connections are available on network XT Series panels v112 10/5/2012, XR150/350/550 and XTLplus control panels.

HOW DO I PRPOGRAM THE PANEL TO DISARM AND GAIN ACCESS ON A CARD SWIPE?
The 734 or module that is controlling a door must be able to display and access the area the user wants to access and disarm. Users who swipe at the reader must also have a profile that has the ability to access and disarm that same area that was assigned in device setup.

WHERE DO WIRELESS ZONE NUMBERS START ON XR PANELS?

Panel

Zones

XR100/150

500-599

XR350

500-799

XR500/550

500-999

Note: Please be aware of any existing hardwired zones or hard-wired outputs that are already programmed on the LX expansion bus.

WHERE DO I PROGRAM KEYFOBS INTO THE PANEL?

Panel

Zone Number

XT30/50 & XTL/XTLC

31-34 & 41-44

XTLplus

51-54 & 61-64

XR100/500 & XR150/350/550

400-449

HOW DO I ADDRESS A KEYPAD?
For the 7000 Series keypads, simply press and hold the back arrow and CMD at the same time until the keypad shows "SET BRIGHTNESS." When that appears on the screen, press 3-5-7-7 (I-N-S-T) CMD. The screen will then show the current keypad address, which is 1 by default. To change the address, press any of the top row keys to clear out the existing setting and then insert the desired keypad address. Don’t forget to program the device number in Device Setup panel programming to make sure the keypad will be operational when you change the address.For 7800 or 9800 Series keypads, scroll the keypad carousel until you see OPTIONS and select it. On the next screen, tap on the wrench and enter code 3-5-7-7 (I-N-S-T) CMD to enter installer options. The first screen to appear is KPD OPT, KPD DIAG, KPD STOP. Select OPT and the current keypad address will be displayed. Select the existing setting to clear out the current address and enter in the new address. Don’t forget to program the device number that you set your keypad to in Device Setup of panel programming to make sure the keypad will be operational when you change the address.

HOW DO I CONNECT TO MY PANEL WITH REMOTE LINK?
XT30/50, XTL, and XTLplus: The XT and XTL Series panels can only be connected and programmed via network, cell, or dialer on XT30/50D. A 399 cable can only be used to directly update the panel firmware. In Remote Link, set the connection type to Direct with a baud rate of 38400 when updating the XT Series panels.

XR100/500: The XR100/500 can be connected and programmed via network, dialer, cell, and serial. The XR100/500 Series can update firmware with network or serial.*Note: Serial connections MUST be done on the J22 header or J21 DB9 connecter with the J23 jumper set to R. In Remote Link this would require a connection type of Direct with a baud rate of 9600.

XR150/350/550: The XR150/350/550 can be connected and programmed via network, dialer, cell, and serial. The XR150/350/550 Series can be updated via network or serial.*Note: Serial connections must be done on the LX500 header using a 399 cable. To enable the header you must go to diagnostics (2-3-1-3 CMD) and select PC Programmer and connect within 60 seconds. In Remote Link this would require a connection type of direct with a baud rate of 38400.

CellcomSLC/CellcomSLCZ: The CellcomSL Series panels can only be connected and programmed via cellular communication. If you need to update the CellComSL to a new firmware version, a 399 cable can be used to directly update. The connection type for firmware updates is Direct and the baud rate would be 38400.

WHY IS THE DOOR NOT UNLOCKING AFTER PRESENTING A CREDENTIAL TO THE READER?
Here is a list of possible access denied messages you would find in the panel event history and their meaning.

Access Denied Message

Meaning

Invalid Code

The code read from the card does not match any user in the panel.

Invalid Time

Access was attempted outside of the schedule assigned to the user’s profile.

Invalid Area

User attempted to access and area that is not defined in their profile.

Invalid Level

Door access is not enabled in the user’s profile.

Armed Area

User attempted to access an armed area they do not have the authority to disarm.

Inactive User

User is marked as inactive in User Codes.

WHAT ARE THE STEPS TO PERF0RM ACTIVATION (OTA) OF A CDMA MODEM?
On XR150/350/550 panels version 112 3/22/16, and XT30/50 panels version 122 4/5/15, and XTL Plus panels, the OTA happens automatically and does not need to be performed manually.Access the Diagnostics menu, reset the control panel by shorting the RESET header or pressing the RESET button on the panel, then go to a keypad and press 2-3-1-3 (D-I-A-G). The  keypad will display "DIAGNOSTICS." Continue hitting CMD until the option "ACTIVATE CELL" appears on the screen. Press any button under the activate display on the screen and then Yes when it asks for confirmation to finalize the activation of the CDMA modem. To perform the cellular activation process from the keypad, the panel must be in contact with a Verizon-owned tower. If the activation is unsuccessful, the modem will need to be activated elsewhere and brought back on site. 

WHY HAS THE KEYPAD STOPPED WORKING AFTER EXITING PROGRAMMING?
The most common source of address conflicts are from wireless zones that occupy the same address as the keypad. For example, the keypad is currently set at address 1 and wireless zones 11-14 were just added. The keypad address will need to be changed, or the zones can be reprogrammed at the next available address.

DO I PROGRAM MY WIRELESS REPEATER AS A DEVICE IN DEVICE SETUP PROGRAMMING?
Repeaters are programmed as zones in the control panel. If you have multiple repeaters going in on the same system, they must be programmed with sequential zone numbers. Repeaters should be programmed as auxiliary type zones with disarmed open and disarmed short messages set to trouble and armed open and armed short messages set to alarm in advanced zone programming.

WHERE DO I INSTALL THE WIRELESS ANTENNA ON THE XT50?
The XT50 Wireless Antenna terminal block J20 is located at the top right corner of the circuit board. The antenna installs through a small opening in the top of the enclosure and is attached to the panel using the right terminal. The left terminal is not used.

HOW DO I CLEAR A LOW BATTERY FOR WIRELESS DEVICES?
Replace the battery and perform a sensor reset.