How to Handle an Unresponsive 2GIG Edge Panel

Common Terms

Understanding these terms will help you with this guide.

GC Edge Panel

Your 2GIG security system's main control unit with a touchscreen interface.

Unresponsive

A state where the panel's touchscreen does not react to touch, the display is frozen, or the panel fails to respond to commands.

Reboot

The process of restarting the panel's operating system using the software menu, which can often resolve temporary glitches or unresponsiveness.

Master Code

Your primary 4-digit user code required to access system functions like system tests.

Cell Radio Test

A diagnostic function on your panel used to verify that the cellular communication link to Brinks Home™ is working correctly.

Notification Symbol

An icon on the GC Edge home screen (often orange) that indicates there are new system messages or alerts to review.

Understanding an Unresponsive Panel

Learn what causes unresponsiveness and why a reboot is often the solution.

An unresponsive panel can occur for various reasons, including a minor software glitch or a process that has become "stuck" in the background. Restarting the panel, much like restarting a computer or smartphone, clears the system's temporary memory and reloads all its essential processes. This is often the quickest and most effective way to restore normal operation without affecting your programmed settings.

How to Fix an Unresponsive Panel

Follow these steps in order to reboot your panel and verify its functionality.

Step 1: Perform a Software Reboot

1. Tap the 2GIG logo in the top right corner of the home screen.

2. Tap “System Info” from the options that appear.

3. Select the “Reboot” option and confirm you wish to restart the panel.

4. Wait for the panel to complete the reboot process. This may take several minutes.

Step 2: Verify Functionality and Test Communication

After the panel reboots, the primary goal is to confirm the screen is responsive and the system is communicating properly. If the screen responds to touch, proceed with a communication test.

1. Tap the gear icon (Settings) in the bottom right corner of the home screen.

2. Enter your master code.

3. Tap “System Tests”, then select “Cell radio test and status”.

4. Tap the “Test Cell Radio” button at the bottom of the screen.

5. Observe the test result.

   • If the test succeeds, proceed to Step 3.
   • If the test fails, proceed to the Further Assistance section.

Step 3: Clear Old Notifications

If the reboot was successful and the system test passed, you can clear any lingering error messages from your message center.

1. Return to the home screen.

2. Tap the orange notification symbol, then tap “Messages”.

3. Tap the error message, then tap “Delete”. The process is now complete.

Troubleshooting

What to do if the initial reboot does not work.

Panel is Still Unresponsive After Software Reboot

1. If the panel screen remains completely frozen and you cannot perform the software reboot, you may need to perform a full power cycle.
2. This involves disconnecting the panel's AC power adapter from the wall outlet and then disconnecting the internal backup battery for 60 seconds before reconnecting everything.
3. Due to the complexity of a full power cycle, it's recommended to contact support for guided assistance to avoid damaging the panel.

Further Assistance

How to get more help if your GC Edge panel issue persists.

If the software reboot does not resolve the unresponsiveness, or if the Cell Radio Test fails, please contact our support team for advanced troubleshooting.