help with Envisalink4 and Vista20p

[user1.0]

Hi everyone,

new to the forum and dealing with alarm system in general, please be easy on me if I ask a bad question or don't know obvious things, also thank you in advance for reading and posting a reply!

To make it short, I have inherited a Vista20p system (first house) and have installed Envisalink4 with surprising level of success for a first timer. The system works with the mobile app; it lets me arm and disarm and it sends me the alerts I have chosen in the contacts section of the customer logon. A few oddities/deviations from the install instructions however, which I cannot understand yet and am hoping to get help with those. I don't know how to properly identify the touch pad model (sorry about not having this information), all I can say is that its a SafeWatch 3000 Pro (no microphone type). The chip on the board says revision 9.12, but other than that I cannot see anything else that is meaningful, at least to me.

1. *48 is not present on my system, cannot set the value to 77 as per the instructions. Not sure the effect of this.

2. setting *50 to 00 does not seem to remove the delay on alarm events, as no alarm events are reported between the arm and disarm events. I have not let the alarm get past the 15/30/45 seconds thresholds to test if an alarm would be reported since I do not want the delay in reporting. As soon as the alarm trips and the siren goes off I disarm it. To get around this I have programmed zone list 6 with the zones I want alarm events reported on without delay and have set *50 to 11. According to the installer manual the second 1 causes the first 1 (15 seconds delay) to be ignored. After this the alarm events get reported now without any delay, which is perfect, but for some reason I get a double disarm event report. Both customer portal events and phone app events get a double "opening by user code". The events are usually in this sequence: arm, opening by user, alarm, opening by user. I have tested this with every zone being tripped and it is always a double disarm. It is a very minor issue since I am getting the alarm events now and I am willing to live with it, but would like to know what am I doing wrong and what is the potential solution to this.

3. I have seen various settings listed in various instructions for *59. Some say set it to off 0 and some say set it to on 1. What is the reason for this difference, preference only? As far as I understand this is for reporting or not reporting alarm events triggered by a late disarm; when you were too slow to disarm and the alarm went off while you were in the house.

Thanks again for reading and your potential replies. Sorry for the lengthy post!

[GrandWizard]

Submit a tech support request from your Eyezon portal as your solution requires access to your service logs and you can't post them publicly. Most likely you enabled Partition 3 (Common Partition) in your programming which caused each event to be reported once for each separate partition, meaning 2 in the case of a Vista20P.

[user1.0]

If that was the case wouldn't I be getting two reports for all events? I am only getting 2 disarm events and only if I disarm when an alarm event has occurred. If I arm and disarm without tripping the alarm I only get one of each.

I would submit a support request, but I have a myconnect2go portal instead of eyezon. The only option I see there is this:

Dealer Support Contact Information:
If you have any questions or concerns, please email our Help Desk at support@connect2go.com or call 647-503-3406
Note that phone support is only available, Monday-Friday 9am-4pm EST.

Is this what you mean?

[user17600]

Once you get your current issue sorted, lots of good Vista info and advice here: http://www.shieldlab.com/forum/index.php/board,5.0.html

I had a Vista 20 at my last house, but used an EVL3. I miss both that house and that alarm system (I have an older DSC system in the current house).

[GrandWizard]

If that was the case wouldn't I be getting two reports for all events? I am only getting 2 disarm events and only if I disarm when an alarm event has occurred. If I arm and disarm without tripping the alarm I only get one of each.

I would submit a support request, but I have a myconnect2go portal instead of eyezon. The only option I see there is this:

Dealer Support Contact Information:
If you have any questions or concerns, please email our Help Desk at support@connect2go.com or call 647-503-3406
Note that phone support is only available, Monday-Friday 9am-4pm EST.

Is this what you mean?

Oh, then just call your dealer and tell him to fix it.

[user1.0]

user17600, thank you for thanks for the link, I'll be sure to check it out

GrandWizard, thank you for your replies. Sorry if its inappropriate for me to ask questions on this forum! The dealer is an acquaintance who did me a favor by buying this device and helping me over the phone to get me as far as I am now for next to nothing. I am trying to not bother him anymore and figure things out on my own. Apparently that phone number is for the dealer to call and seek support, not for me the end user.

Thanks again for your replies.

[user17600]

What was not said is the connect-2-go model is a dealer-supported model, with other value-added services at additional cost. Thus the brush-off here. IIRC there is a separate portal where c2g models are managed. You may need to ask your friend about this portal or ask if you can swap out for a consumer-focused model (EVL4-EZ, IIRC).

[GrandWizard]

What was not said is the connect-2-go model is a dealer-supported model, with other value-added services at additional cost. Thus the brush-off here. IIRC there is a separate portal where c2g models are managed. You may need to ask your friend about this portal or ask if you can swap out for a consumer-focused model (EVL4-EZ, IIRC).

It really wasn't a brush off. I was just saying that if you paid good money for a dealer to install this equipment then I would be calling them back to fix it. It wouldn't be the end user's problem to fix the programming.

The OP seems to be in a strange position where he couldn't install the device himself but his dealer couldn't either. Anyhow, to address his issues...

1. That's an ADT panel, you can't change *48 from the default 77 so ignore

2. Sorry, but if you were an Eyezon customer we could see your telemetry and tell you what is wrong but we can't see Connect2Go nor any of the other "white-label" comanies' devices. I believe your dealer has access to this information so you may want to talk him and see what he sees.

3. You are correct. You enable which ever reports you want by setting them to 1 or 11, ot 111100 depending on the actual panel.

[user1.0]

Thanks again for the replies and all the input.

All the google searches I did on EVL4 issues pretty much pointed to this forum, so I posted and asked for help not realizing that EyzOn and connect2go are two different entities. My apologies again if any toes were stepped on.