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TECH SUPPORT FAQ

     

Tech FAQ's

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 1.888.4DMPTEC if your question has not been answered.

Where can I find Installation, Programming, and User's Guides?

You may find these by clicking here.

What is the code to get into programming, diagnostics, keypad options?

i. To access panel programming on all DMP manufactured 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. Then proceed to the keypad and 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.

ii. 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. Then proceed to the keypad and press 2-3-1-3 (D-I-A-G) CMD. The keypad screen will display DIAGNOSTICS.

iii. To gain access to the keypad options on the 7800 Graphic Touchscreen Keypad scroll through the carousel on the keypad until "Options" appear. When the Options icon is pressed the keypad will display settings for brightness, tone and volume. In the bottom left hand corner press "Installer Options" and the keypad will display "ENTER CODE"- press 3-5-7-7 (I-N-S-T) CMD and that will show OPT, DIAG and STOP. By pressing OPT on the screen that will take the installer into the keypad options.

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?

This will depend on what panel you have installed. On the XR series panels the default user code is assigned to profile 99. This profile is a preset default that has all authority on the panel. If you are installing an XT or XTL series panel there are no profile numbers, but instead authority levels of standard, master, scheduled or limited. On XT or XTL series control panels the default user code is assigned to Master level authority.

What does wireless trouble mean?

When a keypad is displaying "WIRELESS TROUBLE" this means one of two things:

i. The panel and wireless receiver are not transmitting data back and forth. DMP provides an excellent way to verify the receiver and panel are transmitting data back and forth by the 6 LED’s that are located on the wireless receiver circuit board. Installers can easily verify if there is sufficient power to the receiver from the panel, proper communication to and from the control panel and proper communication to and from the wireless receiver and transmitters installed. If installers are unable to see the LED’s they can access the diagnostics menu and check X Bus Status. The X bus refers to the wireless bus and if a software version appears on the screen it means the panel is currently transmitting data back and forth from the receiver.

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

What software version do I need to install a Verizon cellular modem?

XR500 series V211 9/21/2012 was the original software version to support 463C modems.

i. XR500 V212 supports 464-263C and 464-263H modems.

ii. XT30/50 V112 supports 263C (with Enfora modems) and 263H cellular communicators.

a. XT30/50 V124 1/21/16 supports 263C (with Telit modems)

iii. XR550 series panels work with all 263C (with Enfora modems) and 263H cellular communicators.

a. XR550 series panels V109 8/18/2015 support 263C (with Telit modems) cellular communicators.

How do I update the software in my panel?

The XR100/500 and XR150/350/550 can be updated via network or 399 serial cable. Installers can download the remote update file from the DMP website and then use Remote Link to connect and update the control panel software. DMP recommends using the help file built into Remote Link for a step-by-step instruction for updating control panels. To access the help file in Remote Link, simply hit F1 anytime the program is open and that will launch the help file.

The XT, XTL and CellComSL panels can only be updated using the 399 serial cable. DMP also recommends looking at the help file within Remote Link for a step-by-step instruction on how to update XT, XTL and CellComSL panels. XT Panels with hardware Rev M or higher can be updated via Network.

How do I update the software in my graphic keypad?

Version 107 or later: To update the software download the software update from DMP's Dealer Direct Software Downloads page. Unzip the file onto a FAT or NTFS formatted Micro-SD card. Insert the card into the slot on the right of the keypad and power cycle the keypad or select restart in the keypad options.

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

How do I program in a communication path in my XR500 or XR150/350/550?

When entering the communication section of programming the first option that comes up is the account number and then transmit delay. The next option that will appear is the path number. There are a total of 8 communication paths that can be programmed on these control panels. If this is brand new install press 1 and command to program path 1. The next step is setting the option of communication type. There are 5 options for communication types: None, DD (Digital Dialer), NET, CID (Contact ID) and Cell. Once you have selected how the panel will communicate advance through the remainder of the options to set what messages will be sent to central station and how often you want the panel to communicate test messages and check-ins. If using DD or CID there must be a phone number programmed into the first phone number section, or if using NET or CELL there must be an IP address programmed into the RECEIVER IP.

How do I test my wireless zones?

DMP provides the installer with two different ways to test wireless zones. The first option is the wireless walk test. To gain access to this menu, reset the control panel by momentarily placing a jumper on J16 and then proceed to the keypad and press 8-1-4-4 (W-A-L-K) command. The keypad will display BG FI PN SV on the screen and by hitting the command key it will take you to another screen, which shows WLS and PIR. 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 and when the test ends 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 turn on a single time for less than a second. If the installer can perform this action and consistently get these results the transmitter is communicating properly. If the LED turns on for more than one second or if the LED is flashing multiple times, relocate the transmitter 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?

if push notifications are enabled in the Virtual Keypad app, there is a message passed on to the control panel to begin sending status updates to virtual keypad servers. The virtual keypad server then passes the appropriate messages on to the mobile device that made the request to receive push notifications. 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 dealer.securecomwireless.com in order for the end user to choose to receive sensor activity for different zones on the system. 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 company setup with Securecom Wireless. To find the app key each dealer can look at the dealer settings tab within dealer.securecomwireless.com. The unique 8-digit app key is then programmed into Remote Options of panel programming. If you don’t see an option for App Key in Remote Options of panel programming you might need to perform a software update. EasyNet connections are only available on network XT series panels v112 10/5/2012 and XR150/350/550 control panels.

How do I program the panel to disarm and gain access on a card swipe?

in order to have the control panel grant access and disarm an area upon entry is incumbent on a few programming options. The 734 or module that is controlling a door must be able to display and access the area that the user wants to access and disarm. The user that is swiping at the reader must also be assigned to 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?

When installing an XR100/XR150 wireless zones begin at zone 500 and go up to zone 599.

When installing an XR350 wireless zones begin at zone 500 and go up to zone 799.

When installing an XR500 or XR550 wireless zones begin at zone 500 and go up to zone 999.

Please be aware of any existing hard-wired zones that are already programmed in on the LX expansion bus.

Where do I program keyfobs into the panel?

When installing on an XT30/50 or XTL/XTLC panel, keyfobs are programmed at zone numbers 31-34 or 41-44.

When installing on an XTLPlus panel, keyfobs are programmed at zone numbers 51-54 or 61-64.

When installing on an XR100/500 or XR150/350/550 series panel, keyfobs are programmed at zone numbers 400-449.

How do I address a keypad?

This will depend on what keypad you have installed. For the 7000 series keypads, simply press and hold the back arrow and command key at the same time for approximately 3 seconds, or 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. All keypads are defaulted to address 1. To change that address press any of the top row keys to clear out the number 1 and then insert the keypad address desired. 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.

b. When installed a 7800 or 9800 series keypad scroll on the keypad carousel until you see OPTIONS on the screen. Press the options key and that will take you to the screen that will allow brightness, tone and volume to be changed. In the lower left hand corner of the screen there is an icon for INSTALLER OPTIONS. Press that button and enter code 3-5-7-7 (I-N-S-T) CMD to enter installer options. The first screen that will appear is OPT DIAG STOP and by pressing OPT on the screen it will display the current keypad address. Press anywhere near the address display 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?

i. XT30/50 & XTL
The XT and XTL series panels can only be connected and programmed via network, dialer, and cell. A 399 cable can only be used to directly update the panel software. In Remote Link, set the connection type to Direct with a baud rate of 38400 when updating the XT series panels.

ii. 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.

iii. 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.

iv. 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 software version, a 399 cable can be used to directly update. The connection type for software updates is Direct and the baud rate would be 38400.

I am getting access denied when swiping my credential.

Typically, the panel will deny access to a user because of two things. 1. The panel doesn’t recognize the user code as being in the system. The next step would be to validate the internal number of card being swiped matches what was added in to the system. 2. The credential being swiped is not assigned to profile that can access the area. The first step to take in order to fix this would be to look at panel events and see the reasoning for access being denied. The most common reasons for being denied access is because the area trying to be accessed is armed and the profile doesn’t have the ability to disarm the area, invalid time, which means the profile is assigned to a schedule to restrict access during certain hours, invalid area, which means the profile doesn’t have authority to access that area or invalid code, which means the panel doesn’t recognize the code associated with that user as being in the system.

What are the steps to perform OTA activation of CDMA modem?

On XR150/350/550 panels version112 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.

On panels with prior firmware: To perform an OTA (over-the-air) programming activation, the installer must access the diagnostics menu. To access the diagnostics menu, reset the control panel by momentarily placing a jumper on J16 and then proceed to the keypad and press 2-3-1-3 (D-I-A-G). The first screen that will appear is "DIAGNOSTICS." Continue hitting command 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 installer is unsure if the panel is contact with a Verizon owned tower, proceed to the "CELL SIGNAL" menu within diagnostics and if the panel is not in contact with a Verizon owned tower, the keypad will display ROAM.

I just got out of panel programming and now my keypad doesn’t work.

The most common cause of this is programming zones on the same address that the keypad is currently set at. i.e. The keypad is currently set at the default address 1 and you just programmed in wireless zones on 11-14. This creates an address conflict and the keypad address will need to be changed or the zones can be reprogrammed at the next available spot.

Do I program my wireless repeater as a device in device setup programming?

No, actually repeaters are programmed as zones in the control panel. If you have multiple repeaters going in on the same system it is important to program them consecutively. All repeaters are 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.