Equipment

Overview

The Equipment page is used to manage panels and equipment enrolled on the server. Use this page to:

• View all enrolled panels and equipment in one grid.
• Add a new panel or equipment record to the server.
• Search and filter equipment by identifiers, owner details, faults, or suspended faults.
• Review connection status, first connection time, events, troubles, partition states, and remote inspection status.
• Run equipment actions, such as creating reports, refreshing state, changing groups, starting remote inspections, suspending faults, or removing equipment.
• Expand a row to review active troubles, partition states, zones, devices, and supported security actions.

This page helps administrators and operators monitor equipment health, respond to faults, and manage equipment configuration from one location.

Before you begin

Required permissions

• You must have permission to view equipment.
• You must have permission to add equipment before you can register a new panel or equipment record.
• You must have permission to manage equipment configuration before you can refresh state, refresh configuration, push basic configuration, trigger discovery, or edit the equipment group.
• You must have permission to manage faults before you can resolve, suspend, or resume faults.
• You must have permission to run remote inspections before you can initiate, schedule, or cancel inspections.
• You must have permission to create reports before you can generate equipment reports.
• You must have permission to remove equipment before you can delete or remove a panel.
• You must have permission to control partitions or zones before you can arm, disarm, or bypass devices from an expanded equipment row.

info

Access to the Equipment page and related actions is controlled by the role permission group named Equipment.

Preconditions

• The server must be available.
• At least one group must exist before you can assign equipment to a group.
• Required panel data, such as equipment identifier, account code, group, and type, must be available before you add equipment.
• The panel must support the requested action. For example, remote inspection, security actions, and connection types depend on the panel model and configuration.
• Keepalive behavior and some connection indicators depend on the group configuration and panel type.

Dependencies

• Equipment data depends on communication between the server and the panel.
• Fault, event, and state information depends on data received from the panel.
• Remote inspection actions depend on remote inspection services and panel support.
• Reports depend on available equipment data and report generation services.
• Customer and installer app access depends on the mobile application access settings for the selected equipment.

Important limitations

warning

• Removing equipment is permanent and cannot be undone from the described page controls.
• Some actions may be unavailable if the selected equipment does not support them or if you do not have the required permissions.
• Suspending a fault does not resolve the underlying condition. It hides or suppresses the selected fault until the selected date.
• Connection status can show the last known server state. A panel may need time to report new keepalive messages or updated configuration.
• Keepalive messages can be disabled only for Neo panel groups.

note

This article describes the observed Equipment page behavior. If your environment uses custom roles, custom filters, or model-specific features, some controls may appear differently or may not be available.

Page layout

Page header

The page header identifies the page, shows the total number of equipment records, and provides the entry point for adding equipment.

Callout	UI element	Description	When to use
1	Page title	Shows the current page name: Equipment.	Use to confirm that you are on the equipment management page.
2	Equipment count	Shows the number of equipment records enrolled on the server, for example, 37 equipment.	Use to confirm the total after adding, removing, filtering, or refreshing equipment.
3	+ add icon	Opens the Add panel or Add equipment modal.	Use to register a new panel or equipment record on the server.

Search and filters

Search and filters help you reduce the equipment grid to records that match specific criteria.

Callout	UI element	Description	When to use
1	Search bar	Searches for equipment by typed text or key-value search terms. Search can include private data from the INFO tab, such as name, phone number, email address, and home address.	Use to find equipment by panel identifier, account code, owner details, or other indexed values.
2	Custom filters	Shows saved filters created for the Equipment page.	Use to apply commonly used equipment searches or operational views.
3	Faulty Panels filter	Filters the grid to show panels with active faults.	Use when you need to review or work on faulty panels.
4	Suspended Faults filter	Filters the grid to show panels with suspended faults.	Use when you need to review faults that were suspended for a period of time.
5	X remove filter icon	Removes the selected filter from the current view.	Use to return to a broader equipment list.

note

If no filters exist for the Equipment page, the filters menu is not shown.

Add panel or add equipment modal

The Add panel or Add equipment modal opens when you select the + add icon in the page header.

Callout	UI element	Description	When to use
1	Modal title	Shows the modal name, such as Add panel or Add equipment.	Use to confirm that you are registering equipment.
2	Panel ID or equipment identifier field	Stores the panel or equipment identifier used by the server.	Use to enter the unique equipment identifier.
3	Account code field	Stores the account code associated with the equipment.	Use to link the equipment to its monitoring or account identity.
4	Group field	Assigns the equipment to a group.	Use to place the equipment in the correct organizational or dealer group.
5	Type field	Defines the equipment or panel type.	Use to select the correct model or equipment type.
6	Additional required fields	Captures other panel data required by the selected equipment type.	Complete these fields before saving.
7	Cancel button	Closes the modal without adding equipment.	Use when you do not want to save the new equipment record.
8	Save button	Adds the equipment to the server when all required values are valid.	Use after you complete the required fields.

note

Selecting outside the modal also closes the modal without saving.

Equipment grid

The equipment grid lists enrolled equipment and shows owner, group, connection, state, fault, and action information.

Callout	UI element	Description	When to use
1	Checkbox	Selects one or more equipment records. When at least one record is selected, bulk actions become available.	Use to run supported actions for multiple selected panels.
2	Equipment column	Shows the equipment or panel name and panel ID or account code. The default panel name is the panel ID. For Neo panels, the panel ID is the integration identification number.	Select the equipment name to open the equipment in the Equipment hub.
3	Owner column	Shows owner information, such as owner name and email. If no owner exists, the column can be empty.	Use to identify the customer or owner associated with the equipment.
4	Group & Type column	Shows the connected group and the equipment model or type, for example, Main Group / IQ Panel 4. A star icon can mark dealer groups.	Select the group name to open the related group page.
5	Connection column	Shows connection badges and states for supported communication channels.	Use to review whether the server receives communication from the panel.
6	First connection column	Shows the date and time when the equipment first connected to the server.	Use to audit enrollment or first communication time.
7	Events & Troubles column	Shows alarm, alert, and trouble indicators. Select an alarm or warning icon to view related event details.	Use to review current alarms, alerts, troubles, or resolved event state.
8	States column	Shows partition state icons and counters, such as armed, stay, other state, and disarmed.	Use to understand the current state distribution across partitions.
9	Remote inspection icon	Shows the status of the last remote inspection.	Select the icon to open the equipment on the REMOTE INSPECTIONS tab in the Equipment hub.
10	Billing plan button	Shows or sets the billing plan for supported IQ panels. The button can appear in short or full view.	Use when billing plan management is available for the panel.
11	Customer and installer apps icon	Opens the app access dialog for customer and installer mobile application access.	Use to allow or disallow app access for the selected equipment.
12	Last panel viewed icon	Opens the last viewed panel in the Equipment hub.	Use to return to the panel you opened most recently.
13	Three vertical dots menu	Opens row actions for the selected equipment.	Use to create reports, manage inspections, refresh data, change group, manage service assignment, manage faults, or remove equipment.
14	Expand or collapse arrow	Expands the equipment row to show troubles, partition states, zones, devices, and supported actions. Selecting it again collapses the row.	Use when you need more operational detail without leaving the grid.

Bulk actions

Bulk action buttons appear after you select one or more equipment checkboxes.

Callout	UI element	Description	When to use
1	Service	Runs service-related operations for selected equipment.	Use when selected panels need service handling.
2	Faults	Runs fault-related operations for selected equipment.	Use to manage active or suspended faults for selected panels.
3	Create report	Starts report creation for selected equipment.	Use to generate a report for one or more panels.
4	Run inspection	Starts a remote inspection operation for selected equipment.	Use when remote inspection is supported and required.

note

Bulk actions depend on your permissions and the selected equipment. Some actions may not be available for all equipment types.

Connection indicators

The Connection column uses channel badges and colors to show communication state.

Indicator	Description	Behavior	Restrictions
G	GPRS or cellular connection.	Shows the cellular communication state.	Shown only when the equipment has a cellular channel.
W	Wi-Fi connection.	Shows the Wi-Fi communication state.	Shown only when the equipment has a Wi-Fi channel.
B	Ethernet or broadband connection.	Shows the broadband communication state.	Shown only when the equipment has a broadband channel.
Bg	Cellular connection through an Ethernet board.	Shows cellular communication routed through the Ethernet board.	Shown only for supported configurations.
Gray	No communication channel is present.	Indicates that the channel is not configured or not available.	Read-only state.
Green	Communication channel is present and the server receives keepalive messages.	Indicates active keepalive communication.	Read-only state.
Blue	An open connection exists between the panel and the server.	Indicates an active open connection.	Read-only state.
Red	Communication channel is present, but the server does not receive keepalive messages.	Indicates a communication or keepalive issue.	Read-only state.
Black	Keepalive messages are disabled in the panel group.	Indicates that keepalive monitoring is disabled.	Keepalive messages can be disabled only for Neo panel groups.

Row actions menu

Each equipment row includes a three vertical dots menu. Actions are grouped by purpose.

Group	Action	Description	When to use
Create	Report	Opens the report creation flow for the selected equipment.	Use to generate a panel or equipment report.
Remote inspection	Initiate inspection	Starts a remote inspection for the selected equipment.	Use to inspect supported equipment on demand.
Remote inspection	Set schedule	Opens the scheduling modal for remote inspection.	Use to create a remote inspection schedule.
Remote inspection	Cancel schedule	Cancels the scheduled remote inspection for the selected equipment.	Use when a scheduled inspection is no longer needed.
Configuration	Refresh state	Requests the current equipment state from the panel.	Use when displayed state data may be outdated.
Configuration	Refresh configuration	Requests or refreshes panel configuration from the panel.	Use when configuration data must be updated from the device.
Configuration	Push basic configuration	Pushes basic configuration to the panel.	Use when the panel needs the configured basic settings.
Management	Trigger discovery	Starts the discovery process for the selected equipment.	Use to discover supported devices or configuration from the panel.
Management	Edit group	Opens a modal to move the equipment to another group.	Use when equipment is assigned to the wrong group or must be reorganized.
Service assignment	Mark for service	Marks the equipment as requiring service. A service assignment indicator can appear near fault information.	Use when the panel requires technician or service follow-up.
Service assignment	Reassign	Opens the reassignment flow for service responsibility.	Use to assign service handling to a different user or responsible party.
Faults	Resolve	Resolves selected faults for the equipment.	Use after the fault condition is handled.
Faults	Resume	Resumes suspended faults for the equipment.	Use when suspended faults should become active again before the suspend-until date.
Faults	Suspend	Opens the Suspend faults modal.	Use to suspend selected active faults until a selected date.
Delete	Delete or Remove	Opens a confirmation modal to permanently remove the selected equipment.	Use only when the equipment record must be removed from the server.

Customer and installer apps dialog

The customer and installer apps dialog opens from the app access icon in the equipment row.

Callout	UI element	Description	When to use
1	User App toggle	Allows or disallows customer access to the mobile application for the selected equipment.	Turn on to allow customer access. Turn off to block customer access.
2	Installer App toggle	Allows or disallows installer access to the mobile application for the selected equipment.	Turn on to allow installer access. Turn off to block installer access.

Expanded equipment row

When you expand equipment, the selected row is highlighted and an expanded details area appears below it.

Callout	UI element	Description	When to use
1	Troubles section	Shows the number of active troubles and lists trouble names, such as Wrong dealer ID, Low battery, Tamper, Module supervisory, or GPRS went offline.	Use to review the active trouble conditions for the selected equipment.
2	States section	Shows the number of partitions and partition buttons, such as 1, 2, 3, and 4.	Use to filter devices and actions by partition.
3	ALL button	Shows zones, devices, and actions for all partitions.	Use when you need to view or act on all partitions.
4	Partition buttons	Filter zones, devices, and actions by the selected partition.	Use to focus on one partition.
5	Away button	Arms the selected partition or all partitions in Away mode.	Use when the premises or partition should be armed in Away mode.
6	Away dropdown	Opens additional available Away arming options.	Use when the panel supports more Away options.
7	Stay button	Arms the selected partition or all partitions in Stay mode.	Use when occupants remain on site and the partition should be armed in Stay mode.
8	Stay dropdown	Opens additional available Stay arming options.	Use when the panel supports more Stay options.
9	Disarm button	Disarms the selected partition or all partitions.	Use when the partition should be disarmed.
10	Zones and devices list	Shows each zone or device with its icon, name, type or location, and trouble or event icon if present.	Use to review zone and device status for the selected partition filter.
11	Bypass toggle	Bypasses or unbypasses the selected zone or device.	Turn on to bypass a zone or device. Turn off to remove the bypass.

warning

Security actions such as Away, Stay, Disarm, and Bypass can affect the protected site. Confirm the selected equipment and partition before you continue.

Suspend faults modal

The Suspend faults modal opens when you select Suspend from the Faults section of the row actions menu.

Callout	UI element	Description	When to use
1	All checkbox	Selects or clears all faults available to suspend.	Use when all listed faults should have the same suspend-until date.
2	Fault checkbox	Selects one fault row.	Use when only specific faults should be suspended.
3	Fault row	Shows the fault name and related equipment identifier or account code.	Use to confirm which fault you are suspending.
4	Suspend-until date field	Sets the date until which selected faults are suspended. The displayed format is MM/DD/YYYY.	Use to choose when the faults should resume.
5	Calendar icon	Opens the date picker.	Use to select a date from the calendar.
6	Date picker	Shows the current month and year, previous and next month arrows, weekday labels, and dates. The selected date is highlighted.	Use to navigate months and select the suspend-until date.
7	Cancel button	Closes the modal without suspending faults.	Use when you do not want to continue.
8	Save button	Suspends selected faults until the selected date when the selection and date are valid.	Use after selecting at least one fault and a valid date.

note

Selecting outside the modal also closes the Suspend faults modal without saving.

Remove panel modal

The Remove panel, Delete equipment, or Remove equipment modal opens when you select Delete or Remove from the row actions menu.

Callout	UI element	Description	When to use
1	Modal title	Shows the removal confirmation title.	Use to confirm that you are removing equipment.
2	Warning message	Shows a warning such as: Are you sure you want to permanently remove this panel? This action cannot be undone.	Review before you confirm removal.
3	Cancel button	Closes the modal without removing equipment.	Use when you do not want to remove the equipment.
4	Yes, remove or Yes, delete button	Permanently removes the selected equipment from the server.	Use only when the equipment should no longer appear in the grid.

danger

Removing equipment cannot be undone from the described page controls.

Pagination controls

Pagination controls appear at the bottom of the equipment grid.

Callout	UI element	Description	When to use
1	Previous and next arrows	Move between pages in the equipment grid.	Use when the equipment list has more records than the current page can show.
2	Range indicator	Shows the current range and total number of equipment records, for example, 1-15 of 37.	Use to understand where you are in the equipment list.
3	Equipment per page selector	Controls how many equipment records appear on one page.	Use to change the grid page size.

How to use this page

Add equipment

Goal:

• Register a new panel or equipment record on the server.

Steps:

1. Open the Equipment page.
2. Select the + add icon in the page header.
3. In the Add panel or Add equipment modal, enter the required equipment identifier or panel ID.
4. Enter the account code.
5. Select the group.
6. Select the equipment type.
7. Complete any other required fields shown for the selected equipment type.
8. Select Save.

Expected result:

• The equipment is added to the server.
• The equipment appears in the equipment grid.
• The equipment count updates.

note

If you select Cancel or select outside the modal, the modal closes and the equipment is not added.

Open equipment in the Equipment hub

Goal:

• Open the full equipment record for review or editing.

Steps:

1. Open the Equipment page.
2. Find the equipment in the grid.
3. Select the equipment name in the Equipment column.

Expected result:

• The selected equipment opens in the Equipment hub.
• You can review equipment details and available tabs for that panel.

Search for equipment

Goal:

• Find equipment by identifier, account code, owner data, or other indexed information.

Steps:

1. Open the Equipment page.
2. Select the search bar.
3. Enter a search term or supported key-value search expression.
4. Review the filtered grid results.

Expected result:

• The grid shows equipment that matches the search.
• The equipment count and range indicator reflect the current result set.

note

Search can include private data from the equipment INFO tab, such as name, phone number, email address, and home address, if your role can access that data.

Filter equipment by active faults

Goal:

• Show only panels with active faults.

Steps:

1. Open the Equipment page.
2. Select the Faulty Panels filter.
3. Review the filtered grid.

Expected result:

• The grid shows panels with faults.
• Fault indicators appear in the Events & Troubles column when fault information exists.

Filter equipment by suspended faults

Goal:

• Show panels that have suspended faults.

Steps:

1. Open the Equipment page.
2. Select the Suspended Faults filter.
3. Review the filtered grid.

Expected result:

• The grid shows panels with suspended faults.
• You can use the row actions menu to resume suspended faults when needed.

Remove an active filter

Goal:

• Return the grid to a less restricted view.

Steps:

1. Find the active filter near or under the page header.
2. Select the X icon on the filter.

Expected result:

• The filter is removed.
• The grid reloads based on the remaining filters or search terms.

Review events and troubles

Goal:

• Review alarm, alert, or trouble details for a panel.

Steps:

1. Open the Equipment page.
2. Find the panel in the grid.
3. In the Events & Troubles column, select the bell icon to review alarms, if present.
4. Select the warning icon to review alerts or troubles, if present.
5. Hover over a fault icon to view a detailed fault description, if available.

Expected result:

• The related alarm, alert, or trouble list is displayed.
• You can decide whether to resolve, suspend, resume, or mark the equipment for service.

Expand equipment details

Goal:

• Review troubles, partitions, zones, devices, and available security actions without leaving the grid.

Steps:

1. Open the Equipment page.
2. Find the equipment in the grid.
3. Select the expand arrow for the row.
4. Review the Troubles section.
5. In the States section, select a partition number or select ALL.
6. Review zones and devices for the selected partition filter.

Expected result:

• The row is highlighted.
• The expanded details area opens below the selected row.
• Troubles, partition buttons, zones, devices, and available actions are shown.

Arm or disarm a partition

Goal:

• Change the security state for a selected partition or all partitions.

Steps:

1. Expand the equipment row.
2. Select a partition number, or select ALL.
3. Select one of the available actions:
   • Away
   • Stay
   • Disarm
4. If needed, select the dropdown arrow next to Away or Stay to choose additional arming options.
5. Complete any confirmation or validation prompts, if shown.

Expected result:

• The selected partition or all partitions receive the requested security action.
• The States column and expanded row update after the panel reports the new state.

warning

Confirm the selected panel and partition before you arm or disarm. These actions affect the protected site.

Bypass or unbypass a zone or device

Goal:

• Change bypass status for a zone or device.

Steps:

1. Expand the equipment row.
2. Select a partition number, or select ALL.
3. Find the zone or device in the list.
4. Turn on the Bypass toggle to bypass the zone or device.
5. Turn off the Bypass toggle to remove the bypass.

Expected result:

• The selected zone or device bypass status changes.
• The device list updates when the panel reports the new state.

Create a report for equipment

Goal:

• Generate a report for a selected panel or equipment record.

Steps:

1. Open the Equipment page.
2. Find the equipment in the grid.
3. Select the three vertical dots menu for the row.
4. Select Report.
5. Complete the report creation flow.

Expected result:

• The report creation flow opens for the selected equipment.
• A report is created after you complete the required report steps.

Run a remote inspection

Goal:

• Start an on-demand remote inspection for supported equipment.

Steps:

1. Open the Equipment page.
2. Find the equipment in the grid.
3. Select the three vertical dots menu for the row.
4. Select Initiate inspection.

Expected result:

• Remote inspection starts for the selected equipment.
• The remote inspection status updates when inspection data is available.

Schedule a remote inspection

Goal:

• Create a scheduled remote inspection for supported equipment.

Steps:

1. Open the Equipment page.
2. Find the equipment in the grid.
3. Select the three vertical dots menu for the row.
4. Select Set schedule.
5. In the schedule modal, enter the required schedule values.
6. Save the schedule.

Expected result:

• A remote inspection schedule is created for the selected equipment.
• The equipment follows the saved inspection schedule.

Cancel a remote inspection schedule

Goal:

• Stop a scheduled remote inspection for equipment.

Steps:

1. Open the Equipment page.
2. Find the equipment in the grid.
3. Select the three vertical dots menu for the row.
4. Select Cancel schedule.
5. Confirm the cancellation if a confirmation prompt appears.

Expected result:

• The scheduled remote inspection is canceled.
• The panel no longer follows that inspection schedule.

Refresh equipment state

Goal:

• Request the latest state from the panel.

Steps:

1. Open the Equipment page.
2. Find the equipment in the grid.
3. Select the three vertical dots menu for the row.
4. Select Refresh state.

Expected result:

• The system requests current state data from the panel.
• The grid updates after new state data is received.

Refresh equipment configuration

Goal:

• Request the latest configuration from the panel.

Steps:

1. Open the Equipment page.
2. Find the equipment in the grid.
3. Select the three vertical dots menu for the row.
4. Select Refresh configuration.

Expected result:

• The system requests configuration data from the panel.
• Configuration data updates after the panel responds.

Push basic configuration

Goal:

• Send basic configuration settings to a panel.

Steps:

1. Open the Equipment page.
2. Find the equipment in the grid.
3. Select the three vertical dots menu for the row.
4. Select Push basic configuration.
5. Complete any confirmation or validation prompts, if shown.

Expected result:

• Basic configuration is pushed to the selected equipment.
• The panel applies the configuration when the operation succeeds.

Trigger discovery

Goal:

• Start discovery for supported equipment.

Steps:

1. Open the Equipment page.
2. Find the equipment in the grid.
3. Select the three vertical dots menu for the row.
4. Select Trigger discovery.

Expected result:

• Discovery starts for the selected equipment.
• Discovered data becomes available after the process completes.

Change the equipment group

Goal:

• Move equipment to another group.

Steps:

1. Open the Equipment page.
2. Find the equipment in the grid.
3. Select the three vertical dots menu for the row.
4. Select Edit group.
5. In the group modal, select the new group.
6. Save the change.

Expected result:

• The equipment is assigned to the selected group.
• The Group & Type column updates.

Mark equipment for service

Goal:

• Indicate that equipment requires service follow-up.

Steps:

1. Open the Equipment page.
2. Find the equipment in the grid.
3. Select the three vertical dots menu for the row.
4. Select Mark for service.
5. Complete any assignment details, if shown.

Expected result:

• The equipment is marked for service.
• A service assignment indicator can appear near the equipment fault information.

Reassign service responsibility

Goal:

• Change who is responsible for service follow-up.

Steps:

1. Open the Equipment page.
2. Find the equipment in the grid.
3. Select the three vertical dots menu for the row.
4. Select Reassign.
5. Complete the reassignment flow.

Expected result:

• Service responsibility is reassigned according to the selected values.
• Service indicators update when the change is saved.

Suspend faults

Goal:

• Suspend selected active faults until a selected date.

Steps:

1. Open the Equipment page.
2. Find the equipment in the grid.
3. Select the three vertical dots menu for the row.
4. In the Faults section, select Suspend.
5. In the Suspend faults modal, select one or more faults.
6. To select every listed fault, select All.
7. Select the suspend-until date field or calendar icon.
8. Choose a valid date from the date picker.
9. Select Save.

Expected result:

• The selected faults are suspended until the selected date.
• Fault indicators in the equipment grid can update.
• Suspended faults can be resumed later with the Resume action.

warning

If no fault is selected or the date is empty or invalid, the faults are not suspended. Review validation messages and try again.

Resume suspended faults

Goal:

• Reactivate suspended faults before the suspend-until date.

Steps:

1. Open the Equipment page.
2. Find the equipment with suspended faults.
3. Select the three vertical dots menu for the row.
4. In the Faults section, select Resume.
5. Complete any confirmation or selection prompts, if shown.

Expected result:

• Suspended faults are resumed.
• Fault indicators update after the change is saved.

Resolve faults

Goal:

• Mark equipment faults as resolved after the condition is handled.

Steps:

1. Open the Equipment page.
2. Find the equipment with active faults.
3. Select the three vertical dots menu for the row.
4. In the Faults section, select Resolve.
5. Complete any confirmation or selection prompts, if shown.

Expected result:

• Selected faults are resolved.
• The Events & Troubles column updates after the operation succeeds.

Manage customer and installer app access

Goal:

• Allow or disallow mobile application access for the selected equipment.

Steps:

1. Open the Equipment page.
2. Find the equipment in the grid.
3. Select the customer and installer apps icon.
4. Turn on User App to allow customer access, or turn it off to disallow customer access.
5. Turn on Installer App to allow installer access, or turn it off to disallow installer access.
6. Save or close the dialog according to the available controls.

Expected result:

• Customer and installer mobile app access settings are updated for the selected equipment.

Remove equipment

Goal:

• Permanently remove equipment from the server.

Steps:

1. Open the Equipment page.
2. Find the equipment in the grid.
3. Select the three vertical dots menu for the row.
4. Select Delete or Remove.
5. In the confirmation modal, review the warning message.
6. Select Yes, remove or Yes, delete.

Expected result:

• The equipment is permanently removed.
• The equipment no longer appears in the grid.
• The equipment count updates.

danger

This action cannot be undone from the Equipment page. Confirm that you selected the correct equipment before you continue.

Change the number of equipment records shown per page

Goal:

• Change how many equipment records appear in the grid.

Steps:

1. Go to the bottom-right area of the equipment grid.
2. Open the equipment per page selector.
3. Select one of the available values:
   • 10
   • 15
   • 50
   • 100
   • 200

Expected result:

• The grid updates to show the selected number of equipment records per page.
• The range indicator updates.

Move between equipment pages

Goal:

• Navigate through multiple pages of equipment.

Steps:

1. Go to the bottom area of the equipment grid.
2. Select the next arrow to move forward.
3. Select the previous arrow to move back.
4. Review the range indicator, for example, 1-15 of 37.

Expected result:

• The grid shows the selected page of equipment.
• The range indicator updates.

Field and option reference

Add equipment fields

Name	Description	Accepted values	Behavior	Restrictions	Default value
Panel ID / equipment identifier	Unique identifier for the panel or equipment.	Identifier value supported by the selected equipment type.	Used to enroll and identify the equipment on the server.	Required. Must match the expected identifier format for the equipment type.	Empty.
Account code	Account code associated with the equipment.	Account code text or number, depending on system configuration.	Shown with equipment identity and used for account association.	Required when shown as a required field.	Empty.
Group	Group where the equipment is connected or assigned.	Existing group from the available group list.	Controls equipment organization and may affect visibility and settings.	Required. Available groups depend on permissions.	Empty.
Type	Panel or equipment type.	Supported equipment type from the available list.	Controls which equipment-specific fields and actions are available.	Required. Available types depend on system configuration.	Empty.
Additional required fields	Other fields required for the selected equipment type.	Values depend on the selected type and server configuration.	Must be completed before the equipment can be saved.	Validation rules depend on the field.	Empty unless prefilled by the system.

Equipment grid columns

Name	Description	Accepted values	Behavior	Restrictions	Default value
Checkbox	Selects equipment for bulk actions.	Selected or not selected.	Shows bulk actions when at least one record is selected.	Available actions depend on selected equipment and permissions.	Not selected.
Equipment	Equipment or panel name and panel ID or account code.	Saved equipment values.	Opens the Equipment hub when you select the equipment name.	Name can be changed by editing panel information in the Equipment hub.	Panel ID is used as the default panel name.
Owner	Owner information, such as name and email.	Saved owner values.	Helps identify the customer or owner.	Can be empty if no owner is assigned.	Not specified.
Group & Type	Equipment group and model or type.	Existing group and supported type.	Group name opens the related group page.	Visibility depends on group permissions.	Set during equipment creation.
Connection	Communication channel and state indicators.	G, W, B, Bg, and supported color states.	Shows communication state between the server and panel.	Indicators depend on panel channels and group configuration.	Not specified.
First connection	Date and time of first server connection.	Date and time, for example, Tue 19 May, 2026 4:06:25 PM.	Shows when the equipment first connected.	Read-only.	Set when first connection occurs.
Events & Troubles	Alarm, alert, trouble, and resolved-state indicators.	Bell, warning triangle, check mark, and service assignment indicators.	Opens alarm or trouble lists when relevant icons are selected.	Indicators depend on current equipment events and faults.	Check mark or empty state when no current issues exist.
States	Partition state icons and counters.	Armed, stay, additional state, and disarmed indicators.	Shows the count of partitions in each state.	Depends on panel partition data.	Not specified.

Fault suspension fields

Name	Description	Accepted values	Behavior	Restrictions	Default value
All	Selects all faults available to suspend.	Selected or not selected.	Selecting it selects all fault rows. Clearing it clears all fault rows.	At least one fault must be selected before saving.	Not selected.
Fault checkbox	Selects one fault to suspend.	Selected or not selected.	Controls whether the fault is included in the suspension.	At least one fault must be selected before saving.	Not selected.
Fault row	Fault name and related equipment identifier or account code.	System-generated fault data.	Identifies the fault that can be suspended.	Read-only.	Depends on active faults.
Suspend-until date	Date until which selected faults are suspended.	Date in MM/DD/YYYY format.	Faults remain suspended until the selected date unless resumed earlier.	Required. Must be a valid date.	Empty or the date selected in the date picker.

App access options

Name	Description	Accepted values	Behavior	Restrictions	Default value
User App	Controls customer access to the mobile application for the selected equipment.	On or off.	On allows customer app access. Off disallows customer app access.	Requires permission to manage app access.	Not specified.
Installer App	Controls installer access to the mobile application for the selected equipment.	On or off.	On allows installer app access. Off disallows installer app access.	Requires permission to manage app access.	Not specified.

Pagination options

Name	Description	Accepted values	Behavior	Restrictions	Default value
Equipment per page	Controls how many equipment records appear on one page.	10, 15, 50, 100, 200.	Reloads the grid with the selected page size.	Large page sizes may require more scrolling.	15.
Range indicator	Shows the visible range and total number of equipment records.	System-generated value, for example, 1-15 of 37.	Updates when you change page, page size, search, or filters.	Read-only.	Depends on total equipment count.

Tips

tip

• Use Faulty Panels to start daily fault review.
• Use Suspended Faults to review faults that were hidden until a later date.
• Open the Equipment hub from the equipment name when you need full panel details or to edit panel information.
• Confirm the group before adding equipment. Group assignment can affect visibility, keepalive settings, and available actions.
• Use the expanded row to review partition and zone details without leaving the grid.
• Review connection colors before troubleshooting. A red indicator means the channel exists, but keepalive messages are not being received.
• Use smaller page sizes when reviewing detailed row information. Use larger page sizes when auditing many records.

Troubleshooting

Equipment does not appear after saving

Possible causes

• Required fields were empty or invalid.
• The save action did not complete.
• A search term or filter is hiding the new equipment.
• The equipment was assigned to a group you cannot view.

What to do

1. Clear search terms and remove active filters.
2. Check whether the equipment count changed.
3. Confirm that all required fields were completed with valid values.
4. Confirm that you have access to the selected group.
5. Try adding the equipment again.
6. If the issue continues, contact an administrator or support team.

Save is not successful in the Add equipment modal

Possible causes

• Panel ID or equipment identifier is missing.
• Account code is missing or invalid.
• Group is not selected.
• Type is not selected.
• Additional required fields are missing.
• You do not have permission to add equipment.

What to do

1. Complete all required fields.
2. Verify that the equipment identifier and account code match the expected format.
3. Select a valid group and type.
4. Review validation messages in the modal.
5. Confirm that your role allows adding equipment.
6. Select Save again.

Expected equipment is missing from search results

Possible causes

• The search term does not match indexed values.
• A filter is active.
• The equipment is in a group you cannot view.
• The equipment was removed.

What to do

1. Clear the search term.
2. Remove active filters by selecting the X icon.
3. Search by another known value, such as panel ID or account code.
4. Confirm that you have access to the equipment group.
5. Check whether the equipment was removed.

Faulty Panels filter shows no results

Possible causes

• No panels currently have active faults.
• Fault data has not been received from the panel.
• Another search term or filter is narrowing the result set.

What to do

1. Remove other active filters and search terms.
2. Refresh the page or grid.
3. Review connection status for expected panels.
4. Open the equipment row or Equipment hub to review detailed fault information.

Suspend faults cannot be saved

Possible causes

• No fault is selected.
• The suspend-until date is empty.
• The selected date is invalid.
• You do not have permission to suspend faults.

What to do

1. Select at least one fault, or select All.
2. Select a valid suspend-until date.
3. Review validation messages.
4. Confirm that your role allows fault suspension.
5. Select Save again.

Suspended fault appears again

Possible causes

• The suspend-until date passed.
• The fault was resumed manually.
• A new instance of the same underlying fault was received.

What to do

1. Check the fault status and date.
2. Review whether the fault was resumed.
3. Confirm whether the underlying condition still exists.
4. Suspend the fault again only if suspension is appropriate.
5. Resolve the underlying issue when possible.

Connection indicator is red

Possible causes

• The communication channel exists, but the server is not receiving keepalive messages.
• The panel is offline.
• Network, cellular, Wi-Fi, or broadband service is unavailable.
• The panel configuration is outdated.

What to do

1. Check which channel indicator is red: G, W, B, or Bg.
2. Confirm network or cellular service for the panel.
3. Use Refresh state to request updated state information.
4. Use Refresh configuration if configuration data may be outdated.
5. If communication does not recover, mark the equipment for service or contact the support team.

Connection indicator is black

Possible causes

• Keepalive messages are disabled in the panel group.
• The equipment is in a Neo panel group where keepalive messages were disabled.

What to do

1. Review the equipment group.
2. Open the related group page.
3. Confirm whether keepalive monitoring should be disabled.
4. Update group settings if your role allows it and if monitoring should be enabled.

Remote inspection action is unavailable or does not start

Possible causes

• The selected equipment does not support remote inspection.
• You do not have permission to run remote inspections.
• The panel is offline or not communicating.
• A schedule or inspection state prevents the requested action.

What to do

1. Confirm that the equipment type supports remote inspection.
2. Check your role permissions.
3. Review the Connection column.
4. Refresh state and try again after communication is restored.
5. Review existing inspection schedule status.

Security action does not complete

Possible causes

• The panel is not communicating.
• The selected partition does not support the requested action.
• You do not have permission to control partitions.
• The panel rejected the command.

What to do

1. Confirm that you selected the correct equipment and partition.
2. Review the Connection column.
3. Refresh state.
4. Try the action again when the panel is online.
5. If the action still fails, review panel logs or contact support.

Equipment cannot be removed

Possible causes

• You do not have permission to remove equipment.
• The confirmation modal was closed without confirming.
• The server could not complete the removal.

What to do

1. Confirm that your role allows equipment removal.
2. Select Delete or Remove again.
3. In the confirmation modal, select Yes, remove or Yes, delete.
4. Refresh the grid and confirm that the equipment no longer appears.
5. If the issue continues, contact an administrator or support team.

Related pages

info

• Equipment hub
• Groups
• Remote inspections
• Reports
• Installers
• Employees
• Roles and permissions