How to Handle a Cell Comm Failure on Your 2GIG Edge Panel
Summary: This guide provides a primary troubleshooting step to resolve a "Cell Comm Failure" error on your GC Edge panel. This alert indicates your system's cellular communicator is unable to connect with our monitoring services. Following the reboot and test procedure can often restore this connection.
Table of Contents
Click these links to jump to a specific section.
- Common Terms
- Understanding a "Cell Comm Failure" Alert
- Troubleshooting the "Cell Comm Failure" Alert
- Further Assistance
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.
- Cell Comm Failure
- An error message indicating that your panel's built-in cellular radio is unable to establish a connection with the cellular network.
- Reboot
- The process of restarting the panel's operating system using the software menu, which can often resolve temporary communication glitches.
- Master Code
- Your primary 4-digit user code required to access system functions like system tests.
- System Tests
- A menu on the GC Edge panel that contains diagnostic tools, including the Cell Radio Test.
- Cell Radio Test
- A specific diagnostic function that tests the status and communication link of the panel's cellular module.
- Notification Symbol
- An icon on the GC Edge home screen (often orange) that indicates there are new system messages or alerts to review.
Understanding a "Cell Comm Failure" Alert
Learn what this alert means and its common causes.
This error indicates that your panel's cellular radio is unable to establish a connection with the cellular network. This communication path is critical for sending alarm signals to Brinks Home™, especially if a Wi-Fi connection is not available or is also failing. This issue can be caused by a temporary local cell service outage, poor signal strength at the panel's location, or a temporary glitch within the panel's communication module.
Troubleshooting the "Cell Comm Failure" Alert
Follow this step-by-step decision guide to diagnose and resolve the error.
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Reboot the panel and run a cell test.
- First, reboot the panel by tapping the 2GIG logo in the top right corner of the home screen, tapping “System Info”, then selecting the “Reboot” option.
- After the panel reboots, tap the gear icon and enter your master code.
- Tap “System Tests”, then tap “Cell radio test and status”.
- Tap the “Test Cell Radio” button.
- Does the test succeed?
- Yes: Proceed to step 2.
- No: Proceed to step 3.
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Clear the notification message.
- Return to the home screen, tap the orange notification symbol then tap “Messages”. Tap the error message then tap “Delete”. The process is now complete.
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Contact Support for further troubleshooting.
- If the Cell Radio Test fails after a reboot, please proceed to the Further Assistance section to contact an agent for more help.
Further Assistance
How to get more help if the communication failure persists.
If you have followed these steps and the "Cell Comm Failure" alert persists because the cell radio test failed, our support team can provide further assistance. This may indicate an issue with the panel's cellular module, its antenna, local signal conditions, or your account.