How to Fix Panel Communication Failure on the Simon XTi Panel

Summary: If your Simon XTi panel displays a "Communication Failure" or "Radio Not Responding" error, it indicates a loss of communication with our Alarm Response Center. This may prevent alarm activity signals from being received. Common causes include power outages, signal interference, or cellular service issues. Follow the troubleshooting steps below to restore communication.

Common Causes and Troubleshooting Steps

1. Power Outage

• Ensure your alarm system is receiving power. If a prolonged power outage occurs, the system will reconnect once power is restored.
• If power was recently restored, allow up to 24 hours for the panel battery to fully recharge.

2. Loss of Connection to Power Source

• Verify the plug is securely connected to the outlet.
• Check the outlet by plugging in another device to confirm it’s providing power.

3. 3G Cellular Service Expired

• 3G cellular technology was phased out in 2022. Learn more in our 3G LTE Update communication.
• If your panel’s cellular module is no longer supported, text 469.513.8685 to coordinate an update.
• Note: Communication remains active if your panel is connected to Wi-Fi.

4. Local Cell Provider Outage

A temporary cell service outage in your area may impact communication. If this occurs, ensure your panel is connected to Wi-Fi as a backup.

5. Signal Interference

• Move large metal objects or appliances generating radio frequency interference away from the panel, if safe to do so.
• Position the panel near an exterior wall, above ground level, and away from basements or interior closets.

6. System Malfunction

If your communication failure is due to a system malfunction, perform a power cycle:

1. Completely power down the panel and the module.
2. Wait 2 minutes, then power the panel back up.
3. Test the system to confirm communication is restored. Learn how to place your system on test here.

7. Interruption to Landline Phone Service

• Verify there’s no phone service outage in your area.
• Ensure your phone line is securely connected if you’ve recently switched providers.
• Consider upgrading to cellular communication for enhanced reliability. Text 469.513.8685 for more information.

Simon XTi Power Cycle Instructions

1. Insert a coin into the bottom right corner slot and twist to remove the front bezel.



2. Pry the top two tabs upward, then fold down the front cover.



3. Unplug the battery pack and remove it.



4. Disconnect the AC transformer and wait approximately 2 minutes.



5. Reconnect the battery pack, then plug in the AC transformer.

Need Additional Assistance?

If communication issues persist after following the steps above, text our support team at 469.513.8685 for further help.