2019-10-11 17:48:41

<@U82ELCC4E> has joined the group

2019-10-11 17:48:41

set the channel's purpose: Report, discuss and prompt scheduling of amp security customer's troubles with their security systems.

2019-10-11 17:48:41

<@UF563PAVB> has joined the group

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<@U833L2G74> has joined the group

2019-10-11 17:48:41

<@UJUDPEBA6> has joined the group

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<@UNZ3BSK99> has joined the group

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<@U827AC2JZ> has joined the group

2019-10-11 17:48:41

<@UP2KS55NJ> has joined the group

2019-10-11 17:48:41

<@U81RZ5J9H> has joined the group

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2019-10-11 17:51:24

has renamed the channel from "ampchannels" to "amptroubles"

2019-10-15 14:37:31

Anyone want to troubleshoot HIV cameras on the HIK Connect App not showing up

2019-10-15 14:38:36

2019-10-17 12:01:27

Good morning, so far we have access to Jobber. I think we just need and bold, as far as I remember...

2019-10-17 12:02:01

What email are you using?

2019-10-17 12:02:10

2019-10-17 12:02:46

and Natalie?

2019-10-17 12:02:57

2019-10-17 12:03:37

For Bold are you just using the app?

2019-10-17 12:03:43

Yes

2019-10-17 12:04:09

From what I saw, I think that it has all we need in it.

2019-10-17 12:05:10

Geoff, also note I cannot login into Bold on my desktop only on my phone, I would like access to the desktop version...

2019-10-17 12:05:43

Download the Boldnet Mobile App. User names are Hay Com & Tuckersmith Com Password for both is Summer2019

2019-10-17 12:06:02

Not sure why you can't login into Bold through your desktop

2019-10-17 12:06:44

Once you download the app you will have to enter the server settings

2019-10-17 12:06:44

Image from iOS.png

2019-10-17 12:07:43

Does the app version also let you log in via the web browser?

2019-10-17 12:09:52

mine isnt :woman-shrugging::skin-tone-2: used to be able to login with the same credentials

2019-10-17 12:15:44

since it's an old site, it seems to work fine for me in the old internet explorer browser. Sad, now I have two sites I have to use it for!! lol

2019-10-17 12:09:55

Not sure what you mean. Web site is

2019-10-17 12:10:34

yeah that's what I mean, that the web version

2019-10-17 12:10:51

You need to download silverlight in order for website to work. which we have found is hit or miss

2019-10-17 12:11:34

So there is a Desktop version as well?

2019-10-17 12:11:40

What Jenna was talking about?

2019-10-17 12:11:50

sorry I meant browser

2019-10-17 12:11:53

Ah ok

2019-10-17 12:14:41

If someone accidentally were to set off the alarm, is the SRC number to call the same as the one on ? ?

2019-10-17 12:15:09

I believe thats the number

2019-10-17 12:15:48

Thanks

2019-10-17 12:16:32

that is correct Marcel, attached is a PDF of the cards we should remember to hand out to customers. I have a box here at the Exeter office if anyone needs more

2019-10-17 12:16:32

AMP_SRC_calling_card.pdf

2019-10-17 13:08:56

Just wondering, because looking in Jobber, it looks like we are not very busy from the view Natalie and I have... are we missing something?

2019-10-17 13:12:41

Yeah that doesn't look right

2019-10-17 13:13:20

If you go under Calendar and then week you should be seeing more, I will look to see how you are set up, I thought I made it so you can view scheduled jobs

2019-10-17 13:13:38

Same under week

2019-10-17 13:13:43

image.png

2019-10-17 13:14:32

Geoff just came over, so he said he'd take a look later on as well

2019-10-17 13:15:37

How about now?

2019-10-17 13:16:06

I changed the profile type to dispatcher "Can edit job, team, and client details. Recommended for team leads."

2019-10-17 13:28:22

Yes, now we see a bunch of stuff!! Wow we are busy!!!

2019-10-17 13:29:35

:fast_parrot:

2019-10-17 13:10:13

image.png

2019-10-18 20:25:46

How to setup temperature notification with

2019-10-18 20:25:46

What notifications are available with the Alarm.com Temperature Sensor_.pdf

2019-10-21 18:30:37

Mike Maclean was wondering how to clear alarms on his panel. I tried to usse the knowledge base. Are these the steps: Have the customer log into the Customer Website using their login and password. On the Home page, click Alerts and Issues. In Alerts & Issues, locate Alarm In Memory, then click Remove Alert.

2019-10-21 18:32:05

He would just have to arm then disarm the system. That will clear alarm memory

2019-10-21 18:36:37

That is not working for him, he had guys working there that want to leave but want to make sure it is working first. Are you able to call him or one of the other techs?

2019-10-21 18:51:19

He called me. There all good

2019-10-22 13:35:49

Jeff Kints reported a trouble to

2019-10-22 13:35:50

Name: Jeff Kints () Phone: Request ID: Ticket #2303123 (click to view the ticket in Dealer Site) Category: Question Submitted: 22/10/2019 9:17 AM (EDT) Customer ID: 5406855 Inquiry Description: Lost access to the alarm system at my other property maybe due to email change

2019-10-22 20:02:22

Is this taken care of before he calls again tomorrow?

2019-10-22 20:15:50

Is anybody reading this?

2019-10-22 20:15:55

Hello Hello

2019-10-22 20:17:29

Natalie is not taking Amp trouble calls yet

2019-10-24 12:21:40

Sarah Geoffrey emailed me yesterday, she said her dad has a battery out at the cottage on on of the door sensors. She wants to know if they can replace this, what type of battery would they need?

2019-10-24 12:51:52

I am thinking they need CR2032

2019-10-24 12:55:09

K I will let her know, thanks

2019-10-24 12:56:03

And they can just pop the sensor apart to change it?

2019-10-24 13:07:32

Yes

2019-10-28 14:21:21

I added a note to the Fortress Fencing trouble for tomorrow, not sure if you will still need to go out or not, See note for details

2019-10-28 15:04:03

Connie Fisher left a VM, they have one camera down, I see they do not pay a monthly subscription for their cameras, I can call her back to schedule a trouble and let her know of the service charges. or if you guys know of anything the could try let me know.

2019-10-29 12:12:01

Any comments on Connie Fisher?

2019-10-29 12:29:50

Other then power cycling the camera thats affected we would have to go see whats going on. Likely bad cameras or connection

2019-10-29 12:41:12

She says it says the login return time is up, cannot find the network host

2019-10-29 12:42:37

I am scheduling a trouble call for this afternoon

2019-10-29 15:13:33

Jim fletcher spoke to someone this am and changed the battery and now his panel says east garage door and he cannot get it to clear.

2019-10-29 15:15:25

He called in this am asking if he could change his own battery - I told him I could book something for the guys to go or if he wanted to he could change his own. He said he was going to look at it and if he wanted to book an appointment for the guys to come he would call me back

2019-10-29 15:17:57

We can go to fletcher now. If they are home

2019-10-29 15:18:10

he called from there I will ring him and let him know

2019-10-29 15:18:41

he is home

2019-10-29 15:18:50

Thank you

2019-10-29 15:19:23

We don’t need to go to fortress fencing. So we wil go there now

2019-10-29 18:00:25

I put in a trouble for RSD Authentics in Exeter this afternoon, Scott will be there until 5

2019-10-30 17:31:28

Something at charles mckenzies is beeping lol and that is all I can tell you or he knows. He wants to know what to do....

2019-10-30 18:01:28

What’s the system name under?

2019-10-30 18:01:45

susan downe likely

2019-10-30 18:26:31

I called three numbers on the account and left two messages

2019-11-12 16:48:52

Paul Atkins called in, he is trying to get his Flir cameras up on his MAC computer. He called their support and was directed to Dahua, who gave him a ticket number and told him to call us and that we could do something with this. The ticket number is 954233. Are we able to see this anywhere?? I told Paul someone would call him back

2019-11-14 17:06:48

Jeff Bennewies is still having issues with his Driveway camera, he was just in our Zurich office talking about it, said it lags a lot, his wife can be in the driveway and shown on the camera, he will go out and shovel snow and when he gets back in it is still showing the image of his wife in the driveway. I see there is an open job still from October 25th for this same issue. Should we go back out there?

2019-11-14 17:07:18

Also never heard back from my Tuesday trouble with Paul Atkins

2019-11-14 17:27:54

Paul Atkins - Either we need someone from tech support that knows how to load 3 rd party programs on a Mac to call him or we need to schedule something where he brings his mac to his cottage so we can figure it out.

2019-11-14 17:34:58

Okay, which tech support to I advise him to go to?

2019-11-14 17:49:28

Ours??? I just have no idea how to do it

2019-11-14 20:33:57

like Hay Tech support? lol

2019-11-14 20:34:40

Ya

2019-11-14 17:29:34

Jeff Bennewies - I don't think going out there is going to solve anything. I am going to see if <@UNZ3BSK99> can log into his network and see if she can see what would be causing the lag

2019-11-14 17:32:44

FYI Booked a trouble for Fred Scott for next Tuesday afternoon - Having issues with the upper right camera, he says it lacks contrast and definition. The porch camera works great. The one he is having issues with the light is beaming off of the soffit, he wonders if we pull it out a bit if that will fix it, or if there are some settings we can adjust.

2019-11-18 13:45:31

Booked a trouble for Noel Veri this morning at 11. Call Joel about 10 mins before you get there so he can meet you there.

2019-11-18 13:49:17

Booked a trouble for Townsend Tire today at 1pm, he said he will be around all day do you can go whenever today

2019-11-18 15:01:55

Jeff Bennewies is now having issues with other cameras. The Driveway one seems to be fixed, but the Backyard camera is now lagging and doing what the Driveway one was. And the Pond cameras keeps flickering. Did we go out Friday?

2019-11-18 15:07:03

Yea we went out Friday and replaced the driveway camera, the other ones were fine when we were there

2019-11-18 18:55:31

Added a trouble for Katrina Robinson for this afternoon, they also have an open ticket from October, please keep up with completing jobs so we don't have so many "late visits" and can verify if the jobs have been completed or not

2019-11-20 14:45:15

Jessica from SGS left a VM. They are having some issues with their security system, it is reading System Trouble on it, I looked in Bold and customer status looks okay. Are one of you guys able to call her back or would be have to go out to look at the system?

2019-11-20 14:57:13

I can go over shortly and have a look

2019-11-20 14:57:27

Can you make a trouble for it

2019-11-20 14:57:55

Yep

2019-11-20 15:41:01

Doug Thiel called regarding the camera at the Lutheran church. He can no longer access it, is having a lot of trouble with trying different browsers and extensions. The thinks it is Flir camera, and is trying to go to to view the footage. He cannot login either, needs his password reset which can be sent to he would like a call with some advise about which browser/extensions to use

2019-11-20 15:42:28

It’s a foscam

2019-11-20 15:42:39

I could go there now if he is there

2019-11-20 15:42:43

A one off that rob Rau did

2019-11-20 15:42:54

Ohh...

2019-11-20 15:43:14

More of an internet tech support issue then us

2019-11-20 15:55:02

I believe he already talked to internet support and they gave him the AMP number

2019-11-20 15:59:06

<@UJUDPEBA6> had the login for it. He was the one last setting it up. It is literally not AMP problem

2019-11-20 16:04:02

Is the customer at the church now? Is this in Zurich?

2019-11-20 16:04:24

I'm in Zurich now. I can pop over. Without the login I would t be able to do much

2019-11-20 16:04:43

But still might be able to get it going

2019-11-20 16:07:36

I dont think he is there, he called from his home

2019-11-20 16:08:21

I wasn't sure if we could remotely reset the password or something...I can tell him to call support again, not sure if they can help him either. :woman-shrugging::skin-tone-3:

2019-11-20 16:10:14

No. We cant do anything remotely. Maybe Marcel can if he has the login. I know he did work on this camera last time there was a trouble.

2019-11-20 16:11:09

I don't have their password, the one they gave me does not work.

2019-11-20 16:11:44

I can access the login screen remotely, but no known username or password to log in.

2019-11-20 16:12:37

So if you guys don't go on site to help them then who does?

2019-11-20 16:16:53

I can. I'm in zurich. I'll call the customer.

2019-11-20 16:24:28

Here's the link to their camera, if it will help

2019-11-20 16:24:52

Ya. Got that from the customer. Thanks.

2019-11-20 16:25:09

Weird the password got changed...

2019-11-20 16:31:21

Yeah, I'm guessing they maybe did and forgot? But if you can get us in, I'll store the new password in my keepass at least.

2019-11-20 18:44:58

Before we start taking Level 1 AMP Security troubles we need AMP Security Techs to be updating and closing their tickets with the notes on what they did to fix the issue. Updating and closing the jobber tickets/jobs is going to need to be a mandatory step. Are you already doing this, or can we start today if not?

2019-11-20 18:51:24

<@U827AC2JZ> <@U81RZ5J9H> <@UP2KS55NJ> Can you guys confirm about this. We consider this to be a requirement for doing Level 1 Support.

2019-11-20 18:54:55

A timely manor would be within 24h so you have time to do invoicing if necessary, or Monday if the job was for Friday.

2019-11-20 18:56:17

Most tickets are closed with notes on them. <@U81L6E9MJ> was very demanding about this

2019-11-20 18:58:57

OK there's currently 35 in there. Maybe before we start we can make sure everything is up to date.

2019-11-20 19:00:59

When are you going to start?

2019-11-20 19:02:30

Not yet, but Natalie may start taking calls in December for practice.

2019-11-20 19:02:42

We are just working out some logistics right now.

2019-11-20 19:03:11

So there is still time to go through those 35 to make sure we are up to date and only have actual active Jobs open.

2019-11-20 19:03:30

And there are are 36 action required jobs that should be cleaned up while we are at it

2019-11-25 13:17:01

Linda Bartlett left a voicemail over the weekend, they need someone to look at their system they cannot arm it. Are we able to get someone out there today?

2019-11-25 13:22:10

Jeff Milligan also left a VM over the weekend, did you already get that?

2019-11-25 13:22:46

I would prefer for all three of us to head over to Stratford this morning. We could possibly go to Bartlets late this afternoon

2019-11-25 13:23:25

Jeff Milligan will need a call back. We can do that tomorrow morning, since we are going right past his door

2019-11-25 13:25:51

Okay, any of those customer issues over the weekend need scheduled?

2019-11-25 13:27:00

No, I replied to that one

2019-11-25 13:27:20

For some reason he sent the trouble 6 times

2019-11-25 13:29:25

yeah then there was also one from Brad Burnett

2019-11-25 16:48:29

Jeff Bennewies just called in, the laneway camera that we replaced is acting up again. He said it is fuzzy and freezing, he wonders if it has something to do with the wiring

2019-11-25 16:48:52

He said we can come out whenever just to call his cell before, I will add a trouble on Wednesday

2019-11-29 20:11:36

R&B McIntosh Egg Farms - Seaforth, have one camera with moisture in it that needs swapped, FTI I have put it in for Thursday afternoon, not sure how much time you will need

2019-12-03 15:41:59

Wayne Ratz called in today, he said that on Sunday around 12:05 PM he set off the alarm and never got a call from SRC. He is wondering why he did not receive a call, he thinks this means his home is not being monitored. In the past he would get a call a couple mins after the alarm has gone off. I looked and Bold and cannot see any of this in the activity log...do we need to go on site to look into this issue?

2019-12-03 21:19:00

let me know what I should do about Wayne's Issue, I can schedule something later this week if we need to go out

2019-12-03 21:26:20

I would schedule a trouble for Wayne either thursday afternoon or friday morning

2019-12-03 21:26:33

Pretty sure we don't have to go to Roelands.

2019-12-06 14:08:24

Katrina Robinson's shop camera is down

2019-12-06 14:08:30

it says Video Device - Not Responding in

2019-12-06 14:10:09

Looks like it has been down since Monday, any suggestions? She has tried rebooting it that did not work

2019-12-06 14:11:40

What did she reboot

2019-12-06 14:12:15

In her voicemail all she said was that she unplugged it

2019-12-06 14:12:48

Katrina Robinson VM

2019-12-06 14:12:48

vmail_95e00670.wav

2019-12-06 14:18:09

Have her try to reboot to black Poe switch that all the cameras are plugged into in the basement. Not sure we’re goning to have time to stop there today

2019-12-06 14:18:18

Going*

2019-12-06 14:23:38

K Ill give her a call thanks

2019-12-12 16:21:40

Stonehouse Brewing Company - Mike called to say there is a Yellow Triangle he cannot get rid of on his panel, is someone able to call him and walk him through it please.

2019-12-12 17:04:17

Might be a low battery on his system. Schedule a trouble

2019-12-12 17:59:58

Are you able to go there after Palen's?

2019-12-12 18:10:30

Ryan is going to have to with me to Palen’s. So I am going to that life assist this afternoon

2019-12-12 19:00:34

I will go to Stonehouse Brewing now. Just talked to him and sounds like a low panel battery.

2019-12-12 19:32:34

okay cool, thanks

2019-12-13 18:01:30

Paul Masse called in, his cameras only work when he is inside connected to wifi. There are 3 Late trouble visits on his account that need to be cleaned up with no notes from Technicians. Please clean up, and put notes on these troubles. I will scheduled a site visit for the 17th

2019-12-13 18:04:45

We can go to Masse shortly. Since we can’t do tulley

2019-12-13 18:17:55

K he said that sounds good

2019-12-13 20:47:52

Little Falls Carwash is getting an error that a door is still open when it is closed, he would like someone to call him to walk him through clearing the error

2019-12-20 21:24:50

Where is Zac is he not in Zurich still at lunch

2019-12-20 21:25:06

Ryan and him were together

2019-12-20 21:27:51

Rob says ask Zac to call little falls car wash

2019-12-20 21:29:00

Not sure - Zac had mentioned to me they are off for the afternoon

2019-12-20 21:34:52

I can call him

2019-12-20 21:35:03

Sorry. Didnt see that message.

2019-12-23 13:25:47

Looks like Denis Shackel wrote into the amp online chat on Friday Afternoon, requesting a new detector

2019-12-23 13:45:38

We need to order a new CO detector for Denis

2020-01-03 13:40:26

Would you guys be able to swing by Merner Aggregates today? Maybe if you get done in Stratford a little early? He won't be there later this afternoon. The alarm keeps going off every night and he did not want to bug us of Christmas. He said it says its a sensor however he was not sure if there was even a sensor in there

2020-01-03 13:40:38

If not I told him it would be Monday

2020-01-03 13:41:03

He is just getting annoyed as it goes off late everynight

2020-01-06 13:13:47

Did whoever was on call this weekend take care of this message from John Cousens?

2020-01-06 13:13:47

john.cousens.vm.wav

2020-01-06 13:15:18

I also see a couple emails saying John Cousens Radio Not Responding

2020-01-06 13:15:44

I have been dealing with that issue

2020-01-06 13:16:19

Can you contact John so we can get into his place? He is in Costa Rica so we will need door codes or keys

2020-01-06 13:32:05

I just got off the phone with him, I will put a trouble in with the details

2020-01-06 13:32:49

Book for tomorrow. We will need two people to tone wire

2020-01-06 15:23:02

Jason Wilband is having issues with his security system. Whenever they set it to Home or Stay the alarm goes off.

2020-01-06 15:23:27

Do we have to go out to look at this or can it be resolved remotely?

2020-01-06 15:24:10

We would have to go out

2020-01-06 15:24:23

Okay thanks, I will book a trouble

2020-01-08 16:35:22

Jerry Prosser from Bender Racing had to do an ISO update on his iphone now his Flirr app will not work. He is around this afternoon if we need to go on site to figure it out, or can be reached at

2020-01-08 16:37:11

Is his flirr app updated?

2020-01-08 16:37:22

Im not sure

2020-01-08 16:38:01

I’ll call him

2020-01-08 16:38:14

Okay thanks

2020-01-08 16:39:00

<@UP2KS55NJ> :taco:

2020-01-08 18:36:44

Exeter Office Parking lot camera is not responding

2020-01-20 13:51:19

Hi Jenna, can you put something in Jobber to have Geoff go out to Eilers Farm this week? It is ivue ticket 66399.

2020-01-20 14:23:42

Sure did she say they are always around or should I call, looks like tomorrow is open

2020-01-20 15:02:29

I left her a VM asking if we could go tomorrow

2020-01-20 19:13:33

OK thanks!

2020-01-24 13:57:21

Do we need to go out to Brian Loewen's? SRC sent this "This account appears to be having comm issues, it has been test failing since 05/21/19 up until today."

2020-01-24 14:09:16

No the testing is done over no need for SRC to send test signals

2020-01-31 13:37:49

<@UPA7Y6160> has joined the group

2020-01-31 15:14:58

Added a Trouble for Main St Optpmetric this afternoon, assigned it to Ryan

2020-01-31 15:51:49

<@USANXL7TL> has joined the group

2020-01-31 15:51:49

<@USDAJAEL9> has joined the group

2020-01-31 15:51:49

<@USC2UF467> has joined the group

2020-01-31 17:06:24

<@UT1FEU999> has joined the group

2020-01-31 17:20:06

<@U82ELCC4E> I sent an email to info email about a trouble for Stephen Clark. Not sure if <@UP2KS55NJ> has time today to go take a look

2020-01-31 17:21:18

I should have time after I’m done in Bayfield

2020-01-31 17:48:16

Just called him going to look at it now

2020-01-31 17:49:11

Okay thanks Ryan, I will put it in the schedule

2020-02-03 15:06:04

Facebook Message on Sunday from Kevin McArter: "My system is beeping , the hydro was out. It’s back on and still beeping. How do I eliminate that?"

2020-02-03 15:42:39

Can someone tell why his system is beeping? Kelli gave me the above message from FB Chat

2020-02-03 17:42:16

Screenshot_20200203-123944_MobileTech.jpg

2020-02-03 17:42:44

Smoke tamper looks like

2020-02-03 17:43:52

I'll call him

2020-02-03 17:52:59

He is fine now. He put old batteries in it....

2020-02-06 19:53:06

Don Wise called in, he added is Daughter as a user to his system. Under her profile it is saying Syncing Devices and it will not go away. Can someone please call Don and help him out,

2020-02-06 20:41:39

I did he is all good

2020-02-19 14:57:11

FYi <@UP2KS55NJ> booked a trouble at the Black Dog this afternoon

2020-02-19 15:16:47

What is the trouble? We are getting Ryan and Ethan to pull wires at HMP today. Can it wait for a day?

2020-02-19 15:20:11

The calendar showed he was available so that is why I booked it today

2020-02-19 15:20:31

If he is not available please mark that on the calender so we know not to schedule troubles when they come up

2020-02-19 15:24:34

I will call them back and see if we can go another day. Is he free the rest of the week?

2020-02-19 15:25:44

I need Ryan here tomorrow also. After that other install

2020-02-19 15:25:45

I had Crystal from Huron Road Dental call in - they would like to go a head with the Quote but would like to book it for April 1 2020 and they need the install to be done by lunch time as they get busy in the afternoon. How long do you guys need for the install - I explained we may need to book it for another day or split it up over two days

2020-02-19 15:28:10

The Huron road dental would take around half a day

2020-02-19 15:28:49

Do you think we could meet here there at 8 or 9am to start the install on April 1 2020 to be done by lunch?

2020-02-19 15:29:51

Likely

2020-02-19 15:46:06

:+1:

2020-02-19 15:42:00

I left Black Dog a VM saying we were moving the trouble until Friday, could not get a hold of anyone

2020-02-19 15:45:53

Great! Thanks Jenna

2020-02-19 15:46:16

Can you mark Ryan on the schedule for HMP also for today and tomorrow

2020-02-19 15:46:19

?

2020-02-19 15:46:42

Done :heavy_check_mark:

2020-02-19 15:46:55

:+1:

2020-02-28 17:44:52

The log in for BoldNet has changed for Tuckersmith - username AMP-392 and the password is Winter2020

2020-02-28 17:44:58

Just a heads up

2020-02-28 17:45:23

ok

2020-02-28 17:45:25

thanks for letting us know:+1:

2020-03-02 18:33:54

<@U82ELCC4E> Would like to escalate jobber #1889, please let me know if you have questions

2020-03-02 19:25:23

<@UP2KS55NJ> Do you have time this afternoon to go to this trouble? by the looks of the calendar you do, I have put it in and assigned it to you...let me know if it needs adjusted

2020-03-02 19:35:19

ok

2020-03-02 20:54:40

Does anyone know if he has switched his router recently through hay

2020-03-02 20:55:41

He has not, he called from TO because he can't connect to his cameras

2020-03-02 20:57:43

Ok I’m on site and can view the cameras fine. So there will be a probaly with remote connect

2020-03-02 21:08:41

When Peter was troubleshooting, he saw that there were Airsonics. I don't know if they are involved in getting service to his cameras, but the Airsonics AP was not reachable and should be reboot if it is.

2020-03-02 21:11:36

Gerry Roy 15 harbour Ct Bayfield cannot see the video on his ring door bell since we adjust the settings to view his camera's in the house..

2020-03-03 14:33:58

Did anyone have a chance to look into Gerry Roy that Paula messaged about yesterday?

2020-03-04 19:56:27

Image from iOS.jpg

2020-03-13 14:58:17

Anyone available for support?

2020-03-13 14:58:36

yes

2020-03-13 14:58:52

Geoff do you have the number for transfering customers to support?

2020-03-13 14:59:08

Can you call me 5196438394

2020-03-13 14:59:15

No I need support

2020-03-13 14:59:38

Calling now

2020-03-13 18:16:12

I have a client on the phone is anyone free ?

2020-03-13 18:16:28

She was a tcc customer moved to Hensall to queensway but is to old to understand

2020-03-13 18:17:35

What is it regarding Paula - she is having issues? Or needs security?

2020-03-13 18:18:28

Sorry i transferred her she has no internet

2020-03-13 18:20:41

I guess I was needing a hay repair person and talking in the amp chat room idk lol sorry

2020-03-13 18:23:04

No worries - wasn't sure if I could help at all

2020-03-13 18:25:23

If you get any Hay customers that need support, feel free to send an email with their information to . The My Support team is monitoring that.

2020-03-13 18:31:36

Ok

2020-03-13 18:32:20

If no one gets back to you on slack in a timely manor this will always be an option. : )

2020-03-16 13:48:54

Can someone tell me if Exeter Dental Care 53 Main st Exeter has Analog phone line?

2020-03-16 13:57:03

They only have Internet with Hay

2020-03-16 13:57:37

That would explain why their security using analog phone line doesn’t work

2020-03-16 14:17:58

Looks like they ported out their numbers on Oct 16th

2020-03-16 17:52:00

We are doing an training webinar this Thursday at 10am. Didn’t know if any support staff wanted to sit in on it

2020-03-16 18:05:02

Should I be tuning into this?

2020-03-16 18:12:03

Yes, they will want to sit in on it. Are you sending a calendar invite out with the details?

2020-03-16 18:13:13

I can send the calendar invite if you can get me the details.

2020-03-17 12:01:17

I would like in on the webinar

2020-03-17 15:06:37

I have forwarded the link to hope that works for people

2020-03-17 15:09:46

I did a Calendar invite.

2020-03-17 15:10:01

2020-03-19 12:52:17

I am going to cancel the Webinar this morning. AMP is under staffed at the moment

2020-03-19 18:01:26

Stacey Palen left a VM saying her system has trouble lights on it, I am not able to see any issues in BOLD

2020-03-19 18:06:43

Palen VM.wav

2020-03-19 18:07:29

Also I had to update the BOLD Password for hay com to Spring2020

2020-03-19 18:11:48

They cancelled their phone line and there a dial tone account. That would be causing the trouble condition. They need a cell communicator $375 installed and monthly goes to $30/month

2020-03-19 18:12:13

right! Thanks I will call her back

2020-03-19 18:12:16

Thanks

2020-03-19 18:13:11

Just got future reference any accounts in BOLDNET that start with 02-02 or 02-07 are dial tone accounts

2020-03-19 18:14:06

01-0D means IP accounts AL1 means 0B-01 means life assist and 02 means dial tone

2020-03-19 18:14:12

IS that correct?

2020-03-19 18:14:24

I have it on my desktop sticky note

2020-03-19 18:15:18

That is mostly correct. 01-0D accounts can also be generic cell communicators

2020-03-20 12:14:23

There is a low battering indication email for Pail Schwartz on 71888 Sunview Av, should we do anything with it?

2020-03-20 12:18:43

Also, Front showroom camera at the Exeter office is disconnect for some reason?

2020-03-20 12:19:30

Camera probably just needs to be power cycled

2020-03-20 12:19:40

Book a trouble for paul

2020-03-20 13:13:08

<@U827AC2JZ> <@UP2KS55NJ> Are one of you able to slip to Pauls today to swap that battery? There is only someone there today or tomorrow and the person has been screened who is there

2020-03-20 13:13:53

If our install goes good then yes we can.

2020-03-20 13:14:26

Okay I will add it to the schedule, I told him there was another job today so said I would see what we could do. Thanks

2020-03-20 14:52:11

I d a trouble call for Stacey Palen for the next open slot which was Tuesday. In the mean time she would like to know what she can do to by-pass the alarm when it starts beeping, she said it goes off around 1045 at night once everyone has gone to bed. Someone can either call her and walk her through this at , or can email the steps to

2020-03-23 12:03:51

<@U827AC2JZ> did you happen to touch base with Stacey regarding the above comment?

2020-03-23 12:05:23

Was I supposed to????? I thought is was a support issue.

2020-03-23 12:11:42

Whoever knows how to help her, I do not

2020-03-23 12:13:35

If we are supposed to deal with it there should be a trouble created in Jobber. Otherwise we assume that support is handling it, especially since this is the support channel

2020-03-23 12:15:28

Ive been posting any questions regarding troubles in here, I will change going forward then, was not sure who could deal with this one.

2020-03-23 15:50:01

Duncan croft master code is 8487

2020-03-23 15:50:31

Brian Croft 4444

2020-03-23 15:51:08

Carl Belke 1752

2020-03-23 15:51:32

Freida 2550

2020-03-23 16:06:31

Thanks

2020-03-24 18:26:52

Is there a way to get a hold of amp support people

2020-03-24 18:27:14

like transfering in olark seems to not be affective we can't tell if anyone is free and we wait and nothing happens so we take a number

2020-03-24 18:28:49

I can Transfer to AMP support on my phone, extentions 4511 and 7631..not sure if that is different on your phone system though

2020-03-24 18:29:33

Are you in AMP Olark?

2020-03-24 18:29:46

I mean for like internet troubles

2020-03-24 18:29:49

no amp troubles

2020-03-24 18:29:56

we are to transfer in olark to them?

2020-03-24 18:32:03

I havent gotten any troubles reported in olark through AMP, but Sara did send out a process of who to do that if we get one

2020-03-24 18:32:31

I got the process I need the response lol

2020-03-24 18:32:51

ok Sorry I am lost, I will let the support ppl answer haha

2020-03-24 18:33:08

ok

2020-03-24 18:33:41

Are you on the mysupportteam channel?

2020-03-24 18:33:55

no

2020-03-24 18:34:09

how do I get there

2020-03-24 18:34:18

might be helpful

2020-03-24 18:34:37

Just invited you

2020-03-25 12:27:18

Ticket 68089 in iVue for Heather Croft, all it says is Issues with AMP Security System. Was this about the codes that were being discusses on the 23rd? Can it be closed?

2020-03-25 12:54:21

We will wait for Jeff to get back in and get the ticket up to date

2020-03-25 12:54:53

It is missing all the details

2020-03-25 12:57:36

Okay, he slacked me last night around 6 that it was escalated for repair. Ill wait to hear back. Thanks

2020-03-25 14:48:05

I am just looking into this now. It will be done shortly.

2020-03-25 18:54:46

<@USANXL7TL> Let us know, when this is done please.

2020-03-25 17:36:21

Exeter cameras are down, anyone know how to resolve this?

2020-03-25 17:36:21

image.png

2020-03-25 17:37:10

I can check when going back through Exeter

2020-03-25 17:37:34

Okay thanks

2020-03-25 19:39:56

Hey guys, just a note when creating a job/ticket in Jobber maybe uncheck "requires invoicing". If you do not uncheck this and then proceed to close the job without sending an invoice it generates an unfinished task called Requires Invoicing

2020-03-25 19:47:57

That being said if we end up having to go on site from that job we will have to remember to generate an invoice.

2020-03-27 17:35:08

can anyone take a call

2020-03-27 17:35:20

on a call, sorry

2020-03-27 17:35:20

from reach huron

2020-03-27 17:35:46

is anyone else working?

2020-03-27 17:35:53

I am

2020-03-27 17:36:38

oh are you here can you talk to them

2020-03-27 17:36:48

Yup.

2020-03-27 17:36:49

none of the cameras are working

2020-03-27 17:36:54

ok transfer

2020-03-27 17:37:06

Yes

2020-03-27 17:37:56

Also steven sapp has a broken door sensor in london and wants to know when you can come fix it so they can arm the sensor like physically broken

2020-03-27 17:39:54

Going to Reach Huron Monday morning now so can probably go in the afternoon

2020-03-27 17:41:22

As long as no one is isolating

2020-03-27 17:56:15

Do we have to do anything with the email re Dean Tully?

2020-03-27 17:56:32

No

2020-03-27 17:56:53

K ill delete it

2020-03-27 17:57:57

If we see a bunch of those like we did a few months ago we have to do something about it. But it’s purely a SRC issue

2020-03-30 14:21:12

Can anyone tell me the log info for groves tv

2020-03-30 14:21:16

for the security cameras

2020-03-30 14:21:21

log in sorry

2020-03-30 14:24:13

Their login is

2020-03-30 14:24:27

I cant see the password but can send the email so they can reset it

2020-03-30 14:24:55

Or they can click forgot password

2020-03-30 16:33:03

<@U827AC2JZ> Doug at D & D Variety would like to speak with you, his is having issues with his system, it says No HDD, he would not let me transfer him to support....would like a call back at the store

2020-04-03 15:15:57

Big Bill's Storage (01-0D-3607) have one camera down. The must have a stand alone camera system as they are not paying for a camera package. <@U827AC2JZ> Do you know anything about what they have there? are we able to look at fixing this remotely ?

2020-04-03 15:17:08

Also <@U827AC2JZ> I put a phone call to Inge mowat on the calendar for you this afternoon

2020-04-03 15:18:10

Big Bills has an old camera system. I would have to go there to look

2020-04-03 15:21:00

Do you want me to book a site visit there, are you comfortable going there ? or say we cant go due to COVID-19?

2020-04-03 15:21:48

No one should be there. I have the code to get in. So I can go anytime

2020-04-03 15:22:10

Perfect

2020-04-07 12:07:39

Chris Cardno wrote an email to us"Good morning, our panel, went black last night and will not power up we have had problems with this panel in the past please call me and see if you can walk me through how to get it up and running again" We have also been getting emails from about this account, Radio is not responding.

2020-04-07 12:08:16

Let me know if we should schedule a trouble or if someone can call him.

2020-04-07 12:09:12

That’s like the 3rd time his panel has done that. I will probably replace it. So if his house is healthy you can schedule a trouble

2020-04-07 12:24:48

He said they have been home and healthy, it is scheduled for this afternoon. He said they will go outside while you work.

2020-04-07 16:04:48

Linda Gingerich is having issues with cell notifications, she said they used to come right away after the system was armed/disarmed now there are coming very late after the system was armed etc. She could not get through to support....not sure what we can do to help this :woman-shrugging::skin-tone-2:...should I put a ticket in in ivue or <@U827AC2JZ> do you have any suggestions?

2020-04-07 16:31:08

I have seen notifications lag behind from time to time on my account. Usually only lasts for a day or so then returns to normal. Other then call support not sure what else to do.

2020-04-07 16:41:37

I opened a ticket with and will let Linda know.

2020-04-08 12:16:54

We received a couple emails regarding Tom Price's security, System Battery Trbl indication occurred...he has a life assist...

2020-04-08 12:17:37

We have replacement batteries here

2020-04-08 12:19:24

Okay, so you will have to go drop it off?

2020-04-08 12:20:25

Yes, and swap it out. I could maybe talk his wife through it if she doesn't want me going in the house

2020-04-08 12:20:57

Okay I will give me a call around 9 and see what they want to do

2020-04-08 12:20:29

Also there is a trouble from Platinum Powersports that came in last night, it is in Jobber, under all day

2020-04-08 12:21:43

Don't think I can do anything about Platinum. His system just registered wireless interference

2020-04-08 12:27:55

<@UNZ3BSK99> maybe don't close that ticket...not sure what to do here

2020-04-08 12:28:13

uhm okay I can take a look at this.

2020-04-08 13:02:23

2020-04-08 13:02:59

Noticed this when I logged into the Partner Portal today, just thought I would share encase anyone is interested

2020-04-08 13:16:18

These are awesome Jenna.

2020-04-08 17:37:35

I attending the webinar today, it was good!

2020-04-09 19:51:58

Is support open until 10 today and tomorrow?

2020-04-09 19:55:35

today yes tomorrow no 5

2020-04-13 13:12:04

Hoffman Funeral home Cannot arm system since install and keeps goinkg off can you talk to him or are you going to go over

2020-04-13 13:12:25

I can go over

2020-04-13 13:12:44

Great thanks

2020-04-13 13:12:46

moving on

2020-04-13 13:12:53

Hay is closed is that right?

2020-04-13 13:13:00

Yes

2020-04-20 15:20:43

I have Clinton Christian Reform Church on the line asking questions about some events that happened on Apr 16, who should they call?

2020-04-20 15:30:32

Sandy at the Church as questions about using the cameras and the events on Apr 16 when someone disarmed the panel at 2:44 am. Can someone please call her at

2020-04-20 15:45:30

i can call here

2020-04-20 15:45:35

her*

2020-04-20 15:45:43

thanks

2020-04-28 14:16:25

Name: Mike Brown () Phone: Request ID: (click to view the ticket in Dealer Site) Category: Question Submitted: 2020-04-28 10:02 AM (EDT) Customer ID: 6180085 Inquiry Description: We are having users become disabled randomly. This morning I had to go in and enter users codes and give them access to the system that already had it in the past. 15 minutes later I logged in and found people that some people I enabled became disabled again.

2020-04-28 14:16:42

Had this request come in from .... any suggestions?

2020-04-28 20:25:18

I have escalated this trouble ticket to

2020-04-29 01:58:03

Hello I received a call this evening from Halyna Doherty for the Huron Woods Clubhouse and she was calling to inform us she had received the go ahead for installation, and was hoping to contact Geoff to see if we would be available for installation as early as tomorrow. She asked to be called back tomorrow to solidify the date for installation and to call

2020-04-29 17:36:51

hello i just got in and wanted to make sure this message has been seen

2020-04-29 17:37:25

I see it

2020-04-29 17:37:26

Yup

2020-04-29 17:38:03

ok just want to make sure you got the message form last night geoff

2020-04-29 17:39:03

I believe Geoff went there for 10 this am for Halyna at Huron Woods

2020-04-30 12:22:54

There is an email from SRC regarding Wayne Ratz System Battery Trouble. I can call and schedule a trouble

2020-04-30 12:23:29

There is another email regarding Rick Howson " Radio is unable to communicate with the "

2020-04-30 20:16:48

if im on on a customers profile is there a way to see if there storage is full or why clips or pictures arent saving according to their rules

2020-04-30 20:20:56

I found this on the knowledge base:

2020-04-30 20:20:57

*To view video usage using the Customer Website:* 1. Log into the Customer Website. 2. Click *Video*. 3. Click *Saved Video Clips*. 4. Click *Upload limit*.

2020-04-30 20:21:13

ya it is full just saw

2020-04-30 20:34:25

but shouldnt new clips save over the old ones?

2020-04-30 20:34:51

the clips he wants are not saving in saved clips, he has a clip he wishes to save and he cannot save it currently 04/28//2020/ 6:26:11 AM

2020-04-30 20:36:23

hoping that someone could take a look the customer is Fred Scott, customer ID 7394801

2020-04-30 20:36:49

Think Ryan and Geoff are on way back to Kippen if that helps idk...

2020-04-30 20:40:59

Ya If Geoff could take a look when they see this or shoot a message to let me know how to fix when he gets back i would appreciate it

2020-04-30 20:46:32

<@UP2KS55NJ> Can you talk to JOeseph? Please

2020-04-30 20:46:44

Looking into it atm

2020-04-30 20:46:51

thanks ryan

2020-04-30 20:48:15

Great Thanks

2020-04-30 20:57:03

we will need access to his system to trouble shoot it, will call him tomorrow morning to figure this out.

2020-04-30 20:57:20

ok ill let him Know

2020-04-30 20:58:57

do you want me to put a ticket in jobber

2020-04-30 21:00:24

Yes

2020-04-30 21:00:29

ok

2020-05-01 18:21:37

Rob Says is down right now so the lady I just sent to support likely has this issue

2020-05-01 18:26:50

Oh I just sent someone to support as well

2020-05-01 18:34:33

oh okay awesome

2020-05-01 18:34:59

Do we know how long itll take to come back?

2020-05-01 18:43:12

its back

2020-05-01 18:44:00

still not working for me on the computer

2020-05-01 18:44:38

i logged in but it is slow

2020-05-01 19:13:59

Hi there. A customer is having an issue. There control panel is making a beeping noise. Message on the panel is saying 'HTCcontroller 1'. It stopped for a while after they did something then started back up again. They said that it is distracting and would us to do something about it as quickly as possible please. <@U82ELCC4E>

2020-05-01 19:14:44

It is Ivue TT 69136

2020-05-01 19:14:49

Probably saying FTC receiver 1

2020-05-01 19:15:33

It has to do with right now. I just came from clinton store and it was doing same thing. Clinton cleared so I would bet so would that one when communications in restored

2020-05-01 19:16:29

Ok. Thanks. I call him and let him know.

2020-05-01 19:21:45

I left him a VM explaining that the beeping should be stoppping soon.

2020-05-01 19:28:38

Yeah I had the same thing

2020-05-01 19:29:00

I asked Ryan and he said it was because of .

2020-05-02 18:27:37

I can't find a customer in , he is Paul Schwartz, suggestions

2020-05-02 18:36:34

He might now have

2020-05-02 18:36:49

Check in BoldNet

2020-05-02 18:36:57

Not*

2020-05-02 18:41:50

Using another computer because mine is broke. So don't have access to my own stuff. He can't arm his system. Can someone call him at . He thinks his slow wifi service is linked to this issue or visa versa

2020-05-02 19:16:02

Sure

2020-05-02 19:16:15

Thanks

2020-05-02 19:44:07

Called him problem is fixed

2020-05-02 19:44:41

Thanks, what was the issue

2020-05-02 19:46:33

Was giving a dual path com error told him to reset the router and modem

2020-05-02 19:46:35

Fixed it

2020-05-04 12:25:15

There was an email from SRC regarding Denis Shackle Low Battery, I noticed we were just there Thursday. Also two different emails from Radio Communication Trouble for Ti Lim and Rick Howson, let me know if we need to look at those

2020-05-04 12:42:22

I have Rick Howson in for tomorrow morning. Don't worry about Ti Lim

2020-05-04 12:52:34

And do we have to go back to Shackle's?

2020-05-04 14:33:03

FYI - I added a trouble call at the White Squirrel after lunch tomorrow

2020-05-04 15:18:52

White Squirrel keeps getting called from SRC about the maintenance building, when a worker enters they put the code in but Dusty still gets called early in the morning from SRC. I booked a trouble for tomorrow, is there a way to do something so she wont get called tomorrow morning from SRC?

2020-05-06 13:19:43

Do we have to go back to Scheckles?

2020-05-06 13:20:04

Also there is an email regarding Platinum Powersports low battery

2020-05-07 15:26:55

I guess we will have to go back to Shackel. Book a trouble for Platinum

2020-05-07 19:59:41

Escalated Job #1983 - Talked to Geoff and he said he can send Ryan out tomorrow around 1. Account is under 38335 bayfield road but he would like us to go to 318 High Street in Clinton. I put that in the ticket.

2020-05-08 12:11:24

FYI, I sent this email to support:

2020-05-08 12:11:25

Name: Cathy Walper () Phone: Request ID: (click to view the ticket in Dealer Site) Category: Question Submitted: 2020-05-08 7:36 AM (EDT) Customer ID: 7147269 Connect ID: 3C31782683C5 Inquiry Description: Man door doorbell camera is not sending notifications or ringtone to the panel, my phone or iPad. It does ring outside and the camera is working.

2020-05-08 12:11:48

just saw it

2020-05-08 16:15:34

Hey, just trying to request access to Cathy Walpers account through the partner portal. When I go to log in as user, it just brings up the read only version, there is no option to request access. Marcels is the same.

2020-05-08 16:15:52

I got Jenna to check and she gets the option to request access but marcel and i do not.

2020-05-08 16:16:37

Not sure if anyone knows why?? <@UP2KS55NJ> <@U827AC2JZ> <@U81RZ5J9H>

2020-05-08 16:20:34

Peters is also the same.

2020-05-08 18:28:34

I wonder if there are different types of users for partner portal, I am not sure how to tell or to switch it if there are.

2020-05-08 20:27:49

Thats what I was thinking too

2020-05-08 20:28:08

But right now I can't get in to check her settings for anything so I cannot help this customer

2020-05-08 20:28:27

This is what she put in the ticket: Man door doorbell camera is not sending notifications or ringtone to the panel, my phone or iPad. It does ring outside and the camera is working.

2020-05-08 20:28:45

I was going to login with her permission and take a look and make sure the settings were correct.

2020-05-08 20:30:17

I looked at cathy walpers account in .

2020-05-08 20:30:51

For some reason you have to turn off trouble beeps before you can request access to video.

2020-05-08 20:31:12

You can send her the request access for video now

2020-05-08 20:32:34

She said she has it set up to send to the phone and such. It stopped working Wednesday.

2020-05-08 20:33:43

I can still go in and see if you wish, just wondering why they would stop working all of a sudden.

2020-05-08 20:40:36

I would log into her account and just see if notifications are disabled. I have seen them randomly do that when switching between devices

2020-05-08 23:16:45

For Ivue TT 69409, Job #1985 for The White Squirrel. They cannot set the alarm for the restaurant or shop. Her phone is saying error after entering code. Geoff was scheduled to come on monday to fix system. I told her I would call her back as soon as I hear back from you. Thanks.

2020-05-09 12:32:33

I have sent a couple remote commands to try and fix white squirrel. I left a message for Dusty to try and arm her system again. If she is still having issues I told her to call back in and I can try a couple other things

2020-05-09 18:14:26

How do you turn off trouble beeps?

2020-05-09 18:21:10

With or without?

2020-05-10 02:04:35

With

2020-05-10 02:05:05

I tried to get joe to do Cathy Walpers again but we didn’t have the option to request access

2020-05-11 16:59:51

So?? How do I do it?

2020-05-11 17:18:06

I can show you that if they have

2020-05-11 17:18:19

They do

2020-05-11 17:18:22

We can do it after I am back from lunch.

2020-05-11 17:18:25

K

2020-05-11 17:19:35

2020-05-11 17:19:44

We are going to see if this helps

2020-05-11 17:28:50

<@U827AC2JZ> do we have to turn off all trouble beeps for Cathy Walper?

2020-05-11 17:28:50

image.png

2020-05-11 18:05:26

I turned off trouble beeps, still not able to request access. Customer has been waiting since friday. I escalated this - job number is #1992

2020-05-11 18:20:45

Scheduled a site visit for tomorrow morning for job 1992

2020-05-11 19:57:01

i just checked it out i was able to request access

2020-05-11 19:57:42

marcel, peter, joe and I cannot

2020-05-11 19:57:59

havent tried with jeff yet but i assume he is the same

2020-05-11 20:00:03

does it give you an error message

2020-05-11 20:03:25

no, just logs me into the read only on her

2020-05-11 20:03:52

I can see some things but not all. And I can't change anything.

2020-05-11 20:30:34

<@UNZ3BSK99> log out of portal and log back in. I have change some roles associated with what access you have. Then try looking at Cathy Walpers account again

2020-05-11 20:36:01

i will when i have time

2020-05-11 20:43:07

Looks like changed their "roles" that I had setup for support people. Wondering if that is the issue

2020-05-12 01:18:06

still not working for me.. :disappointed:

2020-05-19 17:36:24

South Huron Office Solutions called in saying the alarm system goes off everytime the power comes back on with the power outages they have been having due to the weather. I can't find them in the Partner Portal and my log in for the Customer login doesn't work now. Their number is

2020-05-19 17:45:39

They do not have Security with us...

2020-05-19 17:45:48

ok

2020-05-19 18:17:31

I installed it years ago. No monitoring just stand alone. All they need is a panel battery by the sounds of it

2020-05-19 18:41:41

I will call them

2020-05-19 18:46:25

<@U827AC2JZ> they had your number from the job you did installing the equipment. They would appreciate a call to discuss service on their panel as they aren't sure what to do and how to change the battery

2020-05-19 21:51:07

Tuckersmith pork LTD was using a public subnet for their lan, their cameras will be offline until their dhcp leases expire which would likely be tommorow. Any chance their cameras are just feeding back to a switch that we can reboot?

2020-05-19 21:57:01

Sorry Case if I could help with this I would but I have no idea

2020-05-20 16:06:43

For Ivue TT 69711 (Job #2010), the customer has 4 alerts on alarm panel saying cameras are down, video device not responding. I couldn't find them in . The alarm panel says unplug the device for ten seconds then reconnect. If led is not solid green click fix it button. Cameras are located up high and someone would need a ladder to access and they are not working right now. They have received an alert that cameras are not working about 2 weeks ago as well. Their contact info is Kristine at or Pat .

2020-05-20 16:16:05

Customer is in under Kristine Boutette looks like there is either an issues with a switch or the internet itself, would suggest to reboot the switch

2020-05-20 17:31:01

For Kristine Boutette, I have rebooted the treadnet switch. When I try to reboot, test device or verify video connection for the 4 cameras in it says device status disconnected.

2020-05-21 12:36:34

How did you reboot the treadnet switch? That is something you wouldn't be able to do remotely

2020-05-21 13:52:08

I had the customer unplug it and plug it back in at the location.

2020-05-21 17:04:42

Boutette cameras are fixed

2020-05-21 17:06:42

Did you do something to fix that issue that we could have done?

2020-05-21 19:49:42

Power cycled the power line adapter beside switch

2020-05-21 19:49:52

So nothing that could have been done from the office

2020-05-24 17:20:00

Anything I can do for this?

2020-05-24 17:20:10

> From: "" <> > Date: May 24, 2020 at 7:54:34 AM EDT > To: > Subject: alarm issue > > Our alarm system at 75191A Gordon Drive has been reporting an "entry door" tamper randomly over the last 6 months, setting off the alarm protocols which include calling OPP and us for verification. (It is always the same door.) We have tried changing the battery but that has not solved the problem. As recently as this Saturday, we left the property "armed" and not 15 minutes later got the call from . Can the problem be addressed/diagnosed remotely? Alternatively, can we schedule a service call? We would appreciate a resolution please. > > I tried sending this email using the login approach but that did not work. > > If you wish us to call you for further details, please let me know via email or call us directly. Thanks. > > > > Beth Ennis >

2020-05-25 18:54:36

????

2020-05-25 18:54:51

If I need to schedule I will, just need to know if there is anything I can do remotely.

2020-05-25 18:55:55

Nothing can be done remotely. Probably need the door contact replaced. <@UF563PAVB> has already called the customer to schedule a site visit

2020-05-25 18:56:03

Good to know.

2020-05-25 19:01:30

Customer called back this afternoon and book a trouble for us to go out tomorrow afternoon, sorry I should have slacked it out in here for you <@UNZ3BSK99>

2020-05-25 19:08:11

No worries :slightly_smiling_face: As long as its handled.

2020-05-27 09:56:18

is there any specific settings that need to be setup on routers for customers with cameras if they have just replaced their routers?

2020-05-27 12:29:10

If they are wifi cameras or adapters they will need to be reset. Otherwise Hardwired cameras should just start working

2020-05-27 14:31:08

Factory reset?

2020-05-27 20:28:20

Power cycled

2020-05-29 15:01:35

Dusty from White Squirrel Golf Club ) called wondering about their issue with setting the alarm in the restaurant and shop

2020-05-29 15:06:02

Probably because construction guys cut wires. Just like they did a couple weeks ago

2020-05-29 15:53:51

do we have to book a site visit?

2020-05-29 17:45:53

White squirrel should be good now

2020-05-29 18:20:01

<@U827AC2JZ> can you please call Tony Connon at to explain how to change a battery in the patio door sensor? He said he could not find it

2020-05-29 20:18:38

Called Tony. All Good

2020-06-03 13:21:58

Can someone at support close the IVUE ticket for a trouble at white squirrel? The issues there were related to construction. We have patched or removed devices that have had wires cut.

2020-06-03 13:22:26

I will thank you

2020-06-07 13:33:16

Have a customer whos panel has been beeping because of battery since yesterday and is now it says his radio is not responding have already tried rebooting and no changes any suggestions

2020-06-07 15:59:22

anyone have any ideas about this issue customer would like to go home to Burlington and wants to arm his system

2020-06-07 16:02:02

he has tried to Arm it and is currently unable to and would like to go home

2020-06-08 12:22:18

Sorry Joseph, not sure how to help out on this one...

2020-06-08 12:23:57

was it Rick Storozuk? looks like we got a couple emails over the weekend regarding their Radio not responding...

2020-06-08 12:24:33

Same with one at John Can Ogtrop

2020-06-08 12:26:28

and a low battery email regarding Keith Kincaid

2020-06-08 12:27:05

and an email regarding wireless signal issues at Beth Ennis

2020-06-08 12:27:19

<@U827AC2JZ> let me know if we need to book site visits for any of these please

2020-06-08 12:55:54

I would book a visit for Rick Storouk, John Van Ogtorp and Keith Kincaid. Don't worry about Beth Ennis

2020-06-08 13:05:28

Ill make some calls this morning, are these issues okay to wait until we are available next week??

2020-06-08 13:05:46

looks like we are completely booked this week

2020-06-08 13:06:02

I was just looking to call John Van Ogtorp

2020-06-08 13:08:28

I guess book the troubles for next week. If somethings changes or the week goes good we will try to get there sooner

2020-06-08 13:13:17

looks like like there is a ticket for storozuk in ivue, that must have been the customer Joseph was referring too...They are expecting a call back today....if they cant arm their system what should I tell them?

2020-06-08 14:37:51

Just a note for Support Staff, Security techs are not on call on Sundays, Rick said he wish he did not wait around for someone to come on Sunday. So just wanted to send a little reminder noting that.

2020-06-12 21:17:50

any suggestions for a locksmith as one of our customers locked the keys of their building inside

2020-06-13 00:13:30

I suggested Dashwood lock and key

2020-06-13 13:09:16

Yeah if they are in Hay territory we recommend Dashwood, I did have the two other companies in TCC area that <@U81L1KUCT> mentioned a while back 'starred' but slack took away that feature, now I cant find that post

2020-06-17 13:34:24

Hoffmans called in, they had someone in their driveway at 345 this morning, he was on the one camera, then when they go to follow him on the other camera they get an error message, it will only load to 45% and says SVR Connection disrupted, please press play again. <@U827AC2JZ> and suggestions?

2020-06-17 14:37:31

Hamiltons back on the phone, camera screen keeps going blue, then shutting off totally

2020-06-17 19:27:02

Got hoffmans SVR figured working again. Just rebooted it through partner portal.

2020-06-19 14:25:34

For TT 70675, Job #2081: Power had gone out last night there. Now alarm is beeping and has a caution light. Looks like a yield sign Alarm panel is DSC-HSM2108. I told them that we would call them back at and tell them what they should do.

2020-06-19 14:33:22

Any chance you could add customer name when you send these?

2020-06-19 14:34:03

Sure sorry about that. Paula Bullock

2020-06-19 14:34:33

Thanks! Sometimes jobber app is not super friendly

2020-06-19 14:37:04

No Problem :slightly_smiling_face:

2020-06-19 15:26:54

That system is t showing any errors on and nothing in history. I called Paula and got her to check the keypad. Keypad it showing “FTC Alt Comm” error. Which should mean that it can’t communicate with central station SRC. But on the panel is communicated fine. We have seen this trouble before and seems to be a glitch somewhere. Usually it goes away after an install in a couple hours, but not in this case. If <@U82ELCC4E> could schedule a appointment with Paula so someone can go power cycle the panel. That usually resolve the problem

2020-06-19 15:34:18

Will it be okay until Next Thursday afternoon?? That is the next open spot for Troubles :grimacing:

2020-06-19 15:35:18

Ya should be fine

2020-06-19 15:36:06

It wont keep beeping that whole time?

2020-06-19 15:37:16

I paused troubles beeps. So shouldn’t bother her

2020-06-22 12:14:15

Looks like there is a low Battery at Dan Danyluk's, I will book a trouble

2020-06-22 12:17:57

Need a trouble booked for Bryden Hope -Greenway Pork on Mollard Line. There are 4 cameras not responding

2020-06-22 12:18:26

If we could book that after Paula Bullock since it's right in the area

2020-06-22 12:19:16

will do

2020-06-22 12:48:16

Bryden said the cameras are down because there is no internet to the jack where they are plugged into

2020-06-22 12:48:46

Also he can only view his mollard line barn on his phone now, he used to be able to switch between the two

2020-06-22 12:49:44

They did have internet when we installed it. Something has changed. The viewing of the barns is just an account linking issue

2020-06-22 13:11:32

Are there steps to fix the account linking issue? Joe is going to finish off the jacks today if that works with Bryden

2020-06-22 13:14:09

We can probably email him the steps to set it back up or we could log in remotely and do it, we would just need his passwords

2020-06-22 13:28:41

2020-06-22 13:28:51

IS that the correct info to send him?

2020-06-22 13:31:37

Yes

2020-06-22 13:15:49

If Joe is out there and quickly discover the network issue that would be great. The 3 cameras and SVR attached to the generator shed with your ONT are working fine. It's the 4 attached to a switch using cable to Barn

2020-06-25 12:51:34

Jobber 2103, TCC TT 28868 - Ann Marie at . They ran a Fire Alarm Test this morning and one Key Pad won't stop beeping. Could someone please call her at Downie Central school

2020-06-25 13:10:02

Called her all good

2020-06-25 23:15:49

hey Ryan was wondering what work was done on ticket #2096 for Bill Mahoney as he said he has lost internet since you left, don't believe you caused it but would just like to double check

2020-06-26 12:21:21

All I did was power cycle the panel.

2020-06-29 13:41:46

I just had Amanda from T. Harry Hoffman and Sons call in, they had an alarm last night and went to view the camera's to see what set it off but they got an error saying the cameras are not recording to the SVR or something like that she said. She would like a call back at

2020-06-29 16:03:36

I had Laurie Vanden Elzen's son just call in and said they have the same issue as above with the SVR saying it was not recording at the time they are trying to view. Can someone please look into this?

2020-06-29 16:04:34

oh i was speaking with Laurie earlier and was waiting for her son to call back

2020-06-29 16:04:56

i can take a look

2020-06-29 16:06:06

Oh sorry Joseph, he never said he was to speak with someone. He is at that number and you can give him a call there

2020-06-29 16:06:17

ok sounds good

2020-06-29 19:16:06

So just following up with this vanden elzen one here, do we know why this would have happened and are we able to get it back?

2020-06-29 19:36:26

I requested access, and navigated her to the saved video clips, I was unable to play them but she will get her son to check these clips later and let us know if its still an issue.

2020-06-29 19:36:40

sweet

2020-06-29 23:21:03

For elzen, the customer called back saying that there is nothing between the 2 5:19am and 6:34am clips. He knows that a vehicle should have triggered an event to record between these times that he wants to see. He can be contacted at

2020-06-30 12:03:55

<@UP2KS55NJ> let me know if I should book a trouble for Vanden Elzen

2020-06-30 14:04:33

I just sent Hullett Public School to Amp Support if you are not able to help him send him back or get his number and we will book an appointment

2020-06-30 16:16:14

I booked a trouble with Jenna

2020-06-30 14:04:47

or message maegan and she can find time while he is on the line

2020-06-30 15:04:47

Vanden Elzen on the phone again...

2020-06-30 15:04:50

not sure what to tell her

2020-06-30 15:05:33

I’m almost done at claussens, I can give her a call in an hour or so

2020-06-30 15:06:40

Okay thanks, she can be reached at

2020-06-30 19:36:27

What can I troubleshoot here?

2020-06-30 19:37:31

I have already contacted Hoffman’s, put a ticket into . Just waiting for a response

2020-06-30 19:37:43

Perfect thank you

2020-07-07 12:06:20

Got an email from Mike Maclean on Sunday " ```Our west gate is not arming. Can you please look into it? We also have a camera out. When you come here next I'll show you what camera it is Mike```

2020-07-07 12:07:02

Doesn't look like we can get out there until Friday afternoon. Are we able to look into the arming issue remotely?

2020-07-07 12:28:45

We probably can't do much remotely.

2020-07-07 18:05:28

Hoffmans are calling again, they said that their camera keeps cutting out every now and then, sometimes a reboot helps but she keeps having the same issue with the west driveway one, and they are still having issues with the SVR not recording either.

2020-07-07 18:08:15

They also have issues with their SVR timeline not aligning the camera recordings at the same time, they would be like 5 or more minutes apart, she wasnt sure if that was an issue or not.

2020-07-07 20:46:17

I am thinking that SVR must be having issues. If <@U82ELCC4E> could schedule a time for us to go out and take a look to see what's happening.

2020-07-07 21:03:51

Jenna they are not there anymore tonight, they will be there from 8:30am-11 am tomorrow or after 2pm tomorrow

2020-07-07 21:03:52

:slightly_smiling_face:

2020-07-08 12:03:52

We wont be able to send someone there until Friday after 230

2020-07-08 14:01:46

Have you called them?

2020-07-09 12:38:38

Can someone close IVUE ticket 10224517 for Paula Bullock. It has been closed and updated in Jobber.

2020-07-10 12:48:05

For Clinton Raceway, TT 29142, the Entry panel is blank and not displaying anything. I was talking to Kristy there it is in the office building. Her number is .

2020-07-10 13:06:18

I call Christy back at raceway. THe panel checked out okay on partner portal and she could kinda arm/disarm using her phone. I created a visit for tuesday morning to either power cycle the panel or replace it. Probably had something to do with power outage there last night

2020-07-10 19:04:50

2020-07-10 19:12:16

?

2020-07-10 19:12:41

Just sending that link for Bold to the Support Reps

2020-07-10 19:12:44

were on the call now

2020-07-14 18:56:30

Ivue TCC TT 29142 has been closed and updated.

2020-07-15 13:22:29

christy from the raceway just called and the panel is alive but does not react she cannot get it to do anything please call or stop by today before 3

2020-07-15 14:05:36

I need to move on with my life did anyone read this

2020-07-15 14:06:03

Yes

2020-07-15 14:06:08

Great thanks

2020-07-16 15:38:20

Dean Tully ) called and left a VM saying he has a malfunction of the Siren msg on his phone now. It was just replaced on the 14 July.

2020-07-16 15:41:08

jobber 2144

2020-07-20 11:35:19

Dean Tully, Jobber 2144 is completed

2020-07-20 20:25:26

For Bryden Hope, (TT 71671, Jobber # 2153). He has plugged in the eighth camera as instructed and it is not showing up on the screen with his other cameras. He was instructed by the techs installing them last month that it should work when he plugged the eigth one in. Just wondering what he should do? I told him someone would call him back and let him know. Thanks.

2020-07-20 20:41:03

For Bert Dyksra (TT 29444, Job #2154 )There alarm is making a loud sqealing noise. They were away for 3 days and had set the alarm. When they returned it was making the noise. They have tried typing the code into the panel and it did not do anything. They would like it to stop because as soon as possible I told them that someone would give them a call back as soon as possible. Thanks.

2020-07-20 20:45:56

Called Bert and Left Message

2020-07-20 20:46:19

Is there anyway in checking if his dialtone is working?

2020-07-20 20:47:11

His phone from us is working. His other cell from bell is not working.

2020-07-20 20:49:11

How do you know his dial tone is working?

2020-07-20 20:50:07

I dont. Ill have to call him back and check that after this call. I didnt check that on his bell phone.

2020-07-20 20:50:43

I am thinking the alarm will be going nuts if dialtone is lost

2020-07-20 20:51:40

Ok. Ill call him back. It just might be a little while while im finishing up this call. Thanks.

2020-07-20 20:55:08

<@USANXL7TL> - Bert called back and Geoff is speaking with him know

2020-07-20 20:56:44

Ok. Thank you.

2020-07-20 20:57:27

Ryan is heading there now

2020-07-21 12:42:08

Did someone look into this?

2020-07-21 21:39:01

For Grant Sawiak at 74135 BlueHaven Drive. He is saying his second camera is offline. When I looked up his account in ivue (Acct # 10212251) it is saying his security is disconnected so I was unable to make a ticket. I did make a ticket in jobber though (Job #2158). I said that someone would give him a call back at and let him know . Thanks.

2020-07-22 11:59:05

<@U82ELCC4E> can you book a trouble for Grant Sawiak?

2020-07-22 12:13:04

Do we have to book one for Bryden Hope as well?

2020-07-22 13:45:07

<@U827AC2JZ> Joanie Buckland is wound right up on the phone her system is not working and setting off false alarmas can we go back today

2020-07-22 13:46:27

2 cameras dont work and the wireless water sensor sent a false alarm while she was away

2020-07-22 13:48:14

We can go back today. Just might delay us a bit getting to Maclean’s

2020-07-22 13:50:46

<@UP2KS55NJ> are you free or are you working on something in the Seaforth store?

2020-07-22 13:51:10

what time shall I tell her?

2020-07-22 13:51:36

11ish

2020-07-22 13:51:48

ok thanks

2020-07-22 13:51:56

Just finished at the seaforth store gonna meet up with Geoff and go

2020-07-22 13:52:09

thank you

2020-07-22 19:17:02

Jobber Trouble ticket #2154 for Bert Dykstra was closed. Its been looked after

2020-07-23 18:12:29

Did this ever get dealt with?

2020-07-23 18:16:05

I would like to know this as well...

2020-07-23 18:24:04

Just waiting on him to email us the mac address of the camera so we can add it to his account.

2020-07-23 18:30:26

Alright thank you

2020-07-24 17:57:27

I have Sarah Van aaken on the line her security system isn't working and she does not exsist on jobber or but there was an SO for a security system install from TCC in 2017

2020-07-24 17:58:15

Check bold net, every security system will be on there l

2020-07-24 17:58:25

ok thanks

2020-07-24 17:59:43

Security system or cameras?

2020-07-24 17:59:50

cameras

2020-07-24 18:01:21

We will have to book a trouble. FLIR stand alone cameras. Can’t do much remotely

2020-07-24 18:01:52

ok would you like me to send her contact info

2020-07-24 18:05:20

Send to <@UF563PAVB> to book trouble

2020-07-24 18:05:28

ok

2020-07-24 19:26:14

Don’t worry about the email from about Adam Haney, just fixed that

2020-07-24 19:26:36

<@UP2KS55NJ> :taco:

2020-07-24 19:27:03

Learned from the best <@U827AC2JZ>

2020-07-24 19:27:30

Also I will be doing quotes and stuff from home so I will be available till 5

2020-07-26 19:43:52

Andrea from Hay Mutual Insurance called ). They have a sewage leak in the building and wants to confirm what the arm/unarm schedule is. They may have to change it for Belfor Restorations access. She will know more by tomorrow after talking to them. Could someone please give her a call to discuss. I took a look at their present Schedule and it appears it doesn't arm again until 10 pm Monday night.

2020-07-27 15:17:17

Andrea called back and they are fine with how it is currently set up, arming at 10pm and disarming at 8am

2020-07-27 15:19:34

Also, just curious, how do I find the arming schedule for a customer?

2020-07-27 15:21:18

I went to the partner portal and found the customer, then went into the remote tool kit

2020-07-27 15:21:50

logged in as customer

2020-07-27 15:22:12

ohh that must be where I am doing it wrong, I was not logged in as the customer

2020-07-27 15:23:16

got it, thanks

2020-07-27 15:23:41

welcome

2020-07-27 16:50:13

Good job Peter!

2020-07-27 16:50:34

see I remembered :grin:

2020-07-28 12:18:51

Roger Keay account is showing a low Panel Battery as well as Panel or Zones Not Normal in Bold. We were just there on July 16th to replace the battery. Please advise.

2020-07-28 12:21:02

I went to that trouble. I replaced panel battery and batteries in two other wireless zones. Unless I got a bad battery, Seems weird. Guess we will have to go back and look

2020-07-29 12:49:32

I have a TCC customer on the phone, Rob Flint 11223290, who wants to test some sensor. I can't find him

2020-07-29 12:52:19

He has Dial tone Security - so he won't be in

2020-07-29 17:03:37

What does Dial tone Security mean? I dont see that in ivue.

2020-07-29 17:05:35

He is from before we started AMP security/ and needs dial tone for his security to work.

2020-07-29 17:05:52

Gotcha

2020-07-29 17:05:59

Thanks!

2020-07-29 12:53:13

what does he have to do to then to test his sensor. He wants to check his water sensor

2020-07-29 12:56:45

He would appreciate a call at to help explain what he has to do

2020-07-29 13:01:06

All he has to do is get a wet paper towel and hold it on the bottom of the sensor across metal probes. Put system on test first though

2020-07-29 16:55:20

I got this customer figured out. :slightly_smiling_face:

2020-07-29 16:55:31

He was in boldnet <@USC2UF467>, i put him on test.

2020-07-30 19:52:59

How much bandwidth are the security cameras installed in the TCC Seaforth stores using? Can you see that from your end? It appears to be high from what I can see.

2020-07-30 19:56:00

Maybe not... I think the router is reporting it wrong

2020-08-04 18:15:15

I have a customer who on there control panel has a small yellow triangle on the right hand side of the panel beside the time and was wondering what this is, this has been there since he was flipped to fiber last week

2020-08-05 12:49:29

What is the customer's name? I'm guessing dial tone was disconnected

2020-08-05 18:20:03

MCCARTHY KEVIN & LUANNE

2020-08-05 18:20:51

Hay customer?

2020-08-05 18:22:16

Yes hay I would say their dial tone is disconnected. I would send this to hay for them to look into it

2020-08-05 18:22:42

ok

2020-08-07 12:12:58

For TT 72171, Job# 2216. Fred Scott left a VM. He wants the time changed on his camera system. He says it shuts down at 8am until 6. Would like to have it run 24 hours. He can be reached at . Thanks.

2020-08-07 12:56:53

Did you try to "request access" to his account through . Go to his video recording rules and change them to run at "ALL TIMES" ??????

2020-08-07 13:31:41

Please be nice

2020-08-07 13:32:54

Hi Geoff. When I try to save the new rule it says. "You do not have permission to edit this rule. Make sure you are visiting a valid video analytics url."?

2020-08-07 13:38:12

Hmmm, just checking that you checked request access that you changed the menu to “make changes”. Which will send Fred an email for him to approve your access and makes changes on his account. Otherwise it just lets you view the account

2020-08-07 13:58:53

I have looked and I cannot find the option to check 'request access' or 'make changes'. Maybe Im not logged in with proper credentials? Im sorry I dont have much expereince with yet.

2020-08-07 18:15:50

Do you see this? in the partner portal, after you have the customer up, click login then this pop up comes up

2020-08-07 18:15:50

image.png

2020-08-07 18:17:08

image.png

2020-08-07 18:17:26

Then have to choose make changes I believe...

2020-08-07 18:33:40

Thanks. But Ive tried 2 different browsers and that pop up doesn't come up for me when I log in as the customer from the portal.

2020-08-07 18:34:39

I will double check your permission when I get back to the office. Shortly

2020-08-07 19:14:09

Jeff, can you try Fred's account again? I made changes to your login

2020-08-07 19:21:10

Ok. It says that I have sent a request to him now. Ill give him a call. Thanks.

2020-08-07 19:22:22

No Worries. Just make sure when you pick "duration" that you click the longest time. Just in case he takes an hour or so to get back to you. otherwise your time will run out and you will have to request it again

2020-08-07 19:24:05

I believe all you have to do is go to recording rules>>cloud recording>>rules. Change each rule to run at all "all times"

2020-08-07 19:43:21

I called him back. It is all set up for him now. Thanks.

2020-08-07 19:44:34

Awesome!! Good job!

2020-08-07 19:49:02

:carlton:

2020-08-07 13:09:10

<@U018S2K3B4Z> has joined the group

2020-08-07 13:29:16

Welcome Tom!

2020-08-07 17:46:25

Welcome :slightly_smiling_face:

2020-08-07 17:54:25

welcome onboard

2020-08-07 17:54:42

welcome

2020-08-07 17:55:00

Welcome!:slightly_smiling_face:

2020-08-11 14:24:31

Hay customer Tom Triebner 39636 Huron St has had Garage Front Man Door Sensor Tamper 8/10/2020 5:06:40 pm 8/10/2020 5:06:41 pm alert since this time till it was disabled at 8:18 pm. The alarm went off at 1:27 am this morning. It kept going off after they reset it twice so they disabled it. They would like someone to come out at take a look please. Jobber# 2225

2020-08-11 14:44:20

Hay customer Stuart Gingerich 73308 Bronson Li, received a notification that the garage door lock is offline. Tried something from the help section in but didn't work. They would like someone to take a look please. Jobber 2226

2020-08-11 15:05:20

Booked Gingerich at 2 after Black Dog, left a VM for Triebner to call back and schedule, hopefully they get back and we can do it after

2020-08-11 18:13:49

I was supposed to do this yesterday. <@U827AC2JZ> we had a sump pump fail in the large equipment room in the basement of the Zurich office. Can you look at putting a sensor there as soon as you can?

2020-08-11 18:18:10

In the schedule for tomorrow afternoon

2020-08-11 18:40:39

Pineridge bbq would like to add more cameras but would like someone to come out and take a look and see what the best setup is and how much it would be.

2020-08-11 18:40:56

2020-08-11 18:41:04

Is the number if we could set up a time for this.

2020-08-11 18:43:51

They are located at 174 queen st w

2020-08-11 18:48:33

I’m going to try and see if Dans around on way back to Kippen

2020-08-11 18:54:19

This VM was left, do you want me to transfer to the support email? or just book a trouble

2020-08-11 18:54:19

Glenn_Hayter_VM.wav

2020-08-11 19:06:41

Book a trouble at some point. The system he is talking about wasn’t installed by us, no monitoring, and he is a pain

2020-08-11 19:01:00

have customer who doesn't have internet currently but there touch pad is completely black for arming and disarming the system and they changed the battery

2020-08-11 19:05:36

What’s the customer name?

2020-08-11 19:07:19

cable line was cut today so they do not have internet should be fixed later but this happened after the pad went black

2020-08-11 19:07:22

justine levenberg

2020-08-11 19:13:27

Ryan is stopping in there in 15-20 minutes. Can you let customer know

2020-08-11 19:13:32

?

2020-08-11 19:13:41

sure

2020-08-12 12:06:56

Got an email from Justine Levenberg early this morning "We Called in an issue w the keypad today due to the Fibre install The renters reported the problem (alarms) was resolved (alarms no longer going off) but I can no longer see the locks on our app. It seems they have been disconnected. Can someone look into this locally as we are based inVancouver. We need the door locks re-linked with our app so we can grant users access and manage access From Here. Thank you"

2020-08-12 12:11:12

I can go deal with that after my quote. So probably 11 ish

2020-08-12 12:19:46

Sounds good, thanks

2020-08-12 17:30:12

Leanne from Hamiltions cannot get live view up on devices

2020-08-12 17:30:12

vmail_2d1fce2b.wav

2020-08-12 17:39:32

They have a standalone system, so should I just book a trouble? Versus calling and transferring to support?

2020-08-12 19:05:51

Book a Trouble Friday after White Squirrel

2020-08-12 18:13:57

TCC customer Liz Guille called and has lost her camera feed for all 3 cameras and the SVR on the security system the last 4 days. Can someone please call her

2020-08-12 20:00:25

As in like me or isnt this a trouble you guys can help with or you mean Geoff or Ryan call her?

2020-08-12 20:18:38

I'm calling her now

2020-08-12 20:19:26

I looked at what steps to take (from ) but she could not find where to unplug the cameras from the power like it is suggested

2020-08-12 20:22:43

From talking with her and the only thing common between all devices is the POE switch. From what she is saying the Switch has died. I have put it in the schedule for Friday

2020-08-13 13:02:12

r U GOING TO brussels today

2020-08-13 13:03:00

Close to it

2020-08-13 13:04:01

marguerite thomas lost her life alert pendant but is it with us

2020-08-13 13:05:44

We can take one with us, if we have time we will swing around and give her a new one

2020-08-13 13:04:22

There was an email regarding our Zurich CO - System Battery Trbl indication occurred on 08/13/2020 at 02:23 <@U827AC2JZ> can you go there tomorrow?

2020-08-13 13:06:09

I should be able to on the way to white squirrel

2020-08-16 18:45:48

Fred scott called again - he is having issues with his SVR - seems to be jammed and everytime he presses play it says "timed out"

2020-08-16 18:46:05

We are going out on the 18th anyways, but I left him a vm.

2020-08-17 15:46:48

Hi there. HOME HARDWARE BUILDING CENTRE. For TT 72448, Job # Job #2243, All cameras are not allowing him to look at a specific time frames. It just jumps ahead in half hour increments. It there somewhere in the settings to fix this. Should I log in as the customer? Thanks.

2020-08-17 16:14:35

<@U82ELCC4E> hey any chance you can check and see what hay did at pine ridge on Friday, apparently they moved a phone line and now there is no cameras working. Checked all of our equipment and it is running fine.

2020-08-17 16:21:28

Im calling Brad, he was the one there

2020-08-17 16:21:55

Thanks

2020-08-17 16:23:33

Can you please call him,

2020-08-17 22:32:18

dorthy Bonvie called and left a VM asking for her security service to be cancelled at 31 Frederick AV in Zurich

2020-08-18 12:04:32

I can do this, did she say she wanted it disconnected right away? Did she happen to give a reason?

2020-08-18 17:30:19

she said she did not want the service anymore

2020-08-18 19:44:41

just wondering if Job #2153 has any changes that may not have been as we still have a ticket for this and was wondering if this is still an issue?

2020-08-19 14:17:51

I scheduled a Trouble call for Morgan and Megan Bishop in Brussles next week to swap some batteries and sensors. One of the batteries keeps beeping. Can a tech please call her and walk her through bypassing this so the beeping will stop? , I will put a general task in Jobber today.

2020-08-19 14:57:38

Hi there. For TT 30083, Job #2250 Key pad is making beeping noise and showing a portable motion event. But the portable at he school was moved away yesterday. AVON MAITLAND DISTRICT SCHOOL, 62 Chalk st N. I was wondering what she should do about this? She can be reached at . Thanks.

2020-08-19 18:38:33

hi just calling regard the job#2243 he is having issues were he cannot look at the old footage on the new camera again

2020-08-19 18:39:33

Tom is going to the school, you should be able to close that one off

2020-08-19 18:40:00

hey ryan did you look at the ticket for ?

2020-08-19 18:40:42

they are having just having issues again with one of the cameras and not being able to look at older footage

2020-08-19 18:52:16

Job#2243 someone hit something expensive where the camera is located and he needs footage ASAP he is not happy

2020-08-19 18:53:26

Hey Joseph, just got back to the office will take a look at these tickets

2020-08-19 18:54:46

all the same one ryan thanks and if possible let me know i can call him if you dont as he was very adamant that we call him back

2020-08-20 12:10:40

Please close tickets 10213799 Fred Scott Please close ticket 10205006 Tom Triebner

2020-08-20 12:24:23

Fred Scott - I dont see any notes in Jobber

2020-08-20 12:25:28

Nothing under Tom either.

2020-08-20 12:26:06

Just leave them

2020-08-20 12:26:13

mkay

2020-08-20 12:19:26

<@U827AC2JZ> There were a couple phone call put on the schedule yesterday. They are not closed so I am assuming they did not get called. Can you please call them this morning?

2020-08-20 12:24:59

I messaged Ryan to see if they dealt with them our not. But haven't heard back

2020-08-20 12:59:12

Radio Communications Trouble emails for Paulla Bullock and Mat Neutel, let me know if we need to book a trouble call for them. Thanks

2020-08-20 18:41:52

just put in a tickets for 7 of there 9 cameras are down and they are unable to reboot them put the contact info in the job

2020-08-20 18:43:51

That is Rowcliffe Trucking

2020-08-20 18:43:58

yes

2020-08-21 18:52:08

Klopp's shop camera is not showing up on their app. I have scheduled a trouble for next week but if it can be resolved remotely please do so and call Jocelyn.

2020-08-24 15:11:02

Pat from Rowcliffe Trucking just called back today, she said she called in last week (sorry I was away on holidays and both Paula and Jenna are off this week to follow up with) she said all Cameras are working fine expect Camera number 3 (Fuel Tank Camera) She believes the other ones were fixed remotely - wonders if someone can look into this and give her a call back at ext 206

2020-08-24 15:11:44

2020-08-24 15:11:53

that is the name on the account in Jobber

2020-08-24 20:31:38

Hi there. For TT 30177, Job 2263, the tenants come in after hours and are setting alarm off on motion sensor. Would like all motion sensors on first floor to be deactivated. Would like to disarm motions sensors and just not use them on first floor. Second floor, main floor is currently activated at 7:00pm. Would like it changed to be activated to 9:30pm.

2020-08-24 23:45:49

For TT 30177 Job 2263, the customer called and was wondering if you could look into this tonight and call him back tonight. His number is . Thanks.

2020-08-25 01:23:06

Hi there. For TT 72620, Job 2266 , Maureen Fullan. They just had their system installed today and had a few concerns. -They want to change PIN from default. -They want to be able to disarm alarm remotely when they want. -The system is saying that it is disarmed and wont let her armed it she tried for quite a while and got got an error message. -The system is saying doors are unlocked when she knows she locked them. She is also concerned that her Mother is going up tomorrow and she wont be able to get in as she has no key. She would like someone to call her. Thanks. She can be reached at

2020-08-25 13:17:44

Curtis called back again this morning (TT 30177), the alarm went off this morning at 9 am and he can't shut the alarm off at the panel. Please call at

2020-08-25 17:29:28

Morgan's is dealt with as well, it can be closed. Their accounts are inactive (they disconnected them last year) I called Curtis and sent him the panel instruction book. This trouble can be closed Thanks

2020-08-25 14:06:59

Steven from Vanastra Packaging called and he is getting notification of sensors going off, but nothing in the area to set them off. TCC TT 30189. Jobber#2267. Can someone call him at (cell) or business number

2020-08-25 16:26:10

I call Steve back and booked a Trouble for Thursday Afternoon

2020-08-25 15:06:09

Can someone close the Trouble for Mike Van Aaken - the cameras are in and I have called and left a message to give us a call and book an apt for install. Jobber #2208

2020-08-25 19:02:27

I'm a little lost on this one here. Got a call from Darryl Demers, he said he received two calls today, one telling him his alarm in the garage went off and then the other was something about an issue with his cross zone? I wasnt able to find him in or in boldnet.. so I'm not sure how help.

2020-08-25 19:28:42

In Boldnet account 01-0D-5690

2020-08-25 19:45:56

image.png

2020-08-25 19:46:01

What does this mean?

2020-08-26 12:51:41

?

2020-08-26 12:00:36

We have dated troubles for Home Hardware in Grand Bend and Stuart Gingerich. Is someone looking at these?

2020-08-26 12:41:34

Yes. Home Hardware is Temp Fixed, waiting on a repair to scissor lift to perm fix problem. Stuart - lock ordered just waiting for it to show up

2020-08-26 12:51:33

Thank you!

2020-08-26 12:42:25

Can someone close IVUE 01228234 Bryden Hope, please and thanks

2020-08-26 12:42:59

IVUE 10200157 can also be closed Maureen Fullan

2020-08-26 12:49:31

Is there an IVUE ticket created for Royal M Corp 36 winnipeg road, vanastra ?

2020-08-26 12:50:47

Yes, TT 30177

2020-08-26 12:51:09

will close it

2020-08-26 12:52:51

Thanks

2020-08-26 14:50:10

Wayne Ratz called , He has a Panel system trouble *2 garage back door. I can't find him in to check anything. When you have an opportunity he would like a call. Jobber 2273

2020-08-26 15:29:46

He would be a dial tone account. What did it say in BoldNet?

2020-08-26 15:49:13

I couldn't get into Boldnet at the time. I have sorted that out now in the meantime

2020-08-28 18:01:37

<@U827AC2JZ> Fred Scott was hoping when you have a minute can you please call him,

2020-08-28 18:01:55

For?

2020-08-28 18:02:44

he didn't tell me, but I think it concerns his system and the neighbour

2020-08-28 18:06:05

He was talking with Maegan and she sent him to support. I’m confused if a trouble should be booked or if it is support issue

2020-08-28 18:08:12

so was I, I found the call a little weird, but he said you spoken to him before. I answered his questions, then he asked about getting in contact with you and could you give him a call. He wouldn't say why.

2020-08-28 18:16:40

He was asking me about protecting his videos on his computer that he has downloaded from - Told him if they are downloaded they will be saved on the computer - he asked to speak to a technician to make sure they are protected - so I transferred him to the support line to see if they could help him further

2020-08-28 18:18:19

I told him the same thing

2020-08-28 20:24:59

Would someone be able to tell me what internet package Steve Vandenberk has at 9761 Klondyke Road?

2020-08-28 20:25:59

They are 9671 Klondyke Rd and are on 100x100

2020-08-30 16:56:44

I have a customer whose door lock is not showing up on there panel or the app when try to set codes for it this has been happening since they changed the batteries in the lock a couple weeks ago, not sure if a reboot of the panel or something additional will need to be done as they would need to arrange for someone to go on site to do this, I verified it does not show up but that the door sensors are active

2020-08-31 12:34:57

What is the customers name?

2020-08-31 14:59:48

Justine Levenberg

2020-08-31 19:04:20

So what should I do for this?

2020-08-31 12:22:19

Good morning, Ashley Roelands emailed in last week " The hydro at our farm went out today at 14:15 and yes – we did receive a text message, but we have not yet received a phone call. This has been a reoccurring incident when the hydro goes out that we do not receive phone calls – especially within a reasonable time. We signed up for this service as we need notification within a reasonable timeframe so that we can keep our livestock alive. The text messages have honestly been our saving grace as it does happen instantly (although we do not get text messages when the hydro flickers alone – is this something that is right?). Can you please have someone look into this for me. Thank you,:

2020-08-31 12:33:23

I have looked into this issue before for them. Basically an SRC issue, but not really. If there is a mass power outage SRC litterly has to make 100's or 1000's of phone calls about power outage. So it kinda depends on where your system called in on the list. But from what she is saying is they never get a phone call. I will check on this from here, don't book a trouble yet.

2020-08-31 12:38:09

Okay thanks, I will let her know we are looking into it

2020-08-31 12:22:32

Can that be looked into remotely or do we have to go on site?

2020-08-31 12:39:33

Can someone please close IVUE ticket# 10228234. Job is complete and notes added. Please, and thank you

2020-08-31 13:14:44

I think this ticket is already closed.

2020-08-31 16:21:50

How does a customer see more than one property in the phone app?

2020-08-31 16:26:27

Look up “link multiple accounts “ in the knowledge base in portal

2020-08-31 16:28:56

it is set up. but new phone and one see both accounts on their phone and the other can't anymore

2020-08-31 16:31:08

When they talk about the customer app, is the phone app?

2020-08-31 17:11:09

Neil Johnson opened a ticket with

2020-08-31 17:11:10

Good morning. Last evening we received and alarm notification that our front door was open. We were at the property and the door was not open. We opened and closed it and the system sent a notification that the door was closed. This repeated at 11pm with an open and closed notification. This morning the same occurred before we alarmed the system as we left. The back door made this notification of opened and closed once at 545 and At 552 am we received our last notification that the back door had been left open. Video does not support that. I also received a notice on the app saying that the system was not connected or reading the door sensors properly which will trigger alarms. Can you advise on how to correct this. It only started yesterday and we have not had this occur previously. Thanks. Neil Johnson

2020-08-31 17:11:31

When I look in the portal it says "*Dual-Path Communication Failure - Broadband"*

2020-08-31 20:21:14

Hi there. For TT 72836, Job Job #2292, I spoke to Robert Watson and he said that we usually have to send a tech to the location to reboot cameras after a power spike. I was not able to find him in , he is in so I couldn't really do much trouble shooting from there that I could see. I told him that someone would be in touch to set this up as soon as possible. He can be contacted at . I left a message with his secretary there.

2020-08-31 20:22:48

He called in this afternoon and I scheduled some trouble calls

2020-09-01 12:44:33

Do we need to book a trouble for Neil Johnson? as per above

2020-09-01 19:14:09

Rob Watson’s recorder is not working properly, is anyone at support able to call me regarding his internet. Thanks

2020-09-01 19:15:42

I can, number?

2020-09-01 19:16:07

5194761063

2020-09-01 19:26:49

@P{eter

2020-09-01 19:27:06

he is changing it to .150

2020-09-01 19:27:08

<@USC2UF467> It was previously .150 as shown below.

2020-09-01 19:27:08

image.png

2020-09-01 19:27:10

Excellent

2020-09-01 20:00:22

Just wondering about this still? I answered the questions in the thread, its for Justine Levenberg

2020-09-01 20:10:17

I called Justine a couple weeks ago left her a message to call us about getting into her place. A trouble needs booked to add lock and thermostat back in

2020-09-01 20:27:50

<@U82ELCC4E> Can you call and schedule something with her?

2020-09-01 20:29:43

Job # is 2295

2020-09-01 20:29:45

Yes I will try and get a hold of her

2020-09-01 20:29:51

Thank you

2020-09-01 20:30:19

<@U827AC2JZ> how much time would we need for this?

2020-09-01 20:22:58

Good to know thanks

2020-09-02 11:39:07

<@U827AC2JZ> do you know what's going on with Wayne Ratz?

2020-09-02 12:07:01

I was there on Monday. set time and date, which was the only trouble showing. replaced battery on one zone that showed a trouble more then a week ago. Nothing exciting

2020-09-02 12:42:20

Can we get it updated in ivue?

2020-09-02 12:43:02

already sent message for support

2020-09-02 12:13:16

Hey guys, just waiting to hear back if a trouble need to be scheduled for Neil Johnson as per my comments Monday and Tuesday. Thanks.

2020-09-02 12:21:58

Please book a trouble. More then likely batteries are low in door contacts

2020-09-02 12:29:57

The trouble for David Adkins to move existing wires. Dale from Hay is actually going there this afternoon to do this since David wants his Cable TV wires cleaned up so he can drywall the basement, I will add the comments and close it.

2020-09-02 12:36:50

Please close IVUE ticket 10201104 Wayne Ratz. Ticket closed in Jobber notes added.

2020-09-02 12:46:13

how do I look up a school for AMDSB in ?

2020-09-02 12:51:27

enter the name of the school in the "company name" field

2020-09-02 12:56:53

Please close IVUE ticket 10213840 for Mike Maclean

2020-09-02 15:00:52

Hey <@U827AC2JZ> If we are not able to get into someone's FLIR DNR 214 due to login failure, is there a way for us to reset the password, or get in? We are working on helping Oakwood Park Association view video playback and so far we have the login screen up in Internet Explorer, but cannot get in with the username and password.

2020-09-02 15:03:08

Could be tricky. If they haven't changed the password we would have set it to 123789 with admin as user.

2020-09-02 15:03:14

We're also going to need to help him get the FLIR app set up on his new phone so he can view the playback on there.

2020-09-02 15:03:24

Yes we tried that password, with username admin - is that the correct username?

2020-09-02 15:04:10

Otherwise you have to call tech support. But FLIR got bought out by Dahua

2020-09-02 15:05:12

If you don't have FLIR cloud app on your device you have to use one called iDMSS Plus. Works the same way. THe FlIR app isn't available anymore

2020-09-02 15:05:58

You mean gDSS Plus by Zhejiang DAHUA Technology?

2020-09-02 15:06:03

I'm on Android

2020-09-02 15:06:14

Looks like it's the one

2020-09-02 15:06:18

Could be

2020-09-02 15:08:44

I can log into NVR using admin and 123789 as password

2020-09-02 15:10:33

What address are you using to log in?

2020-09-02 15:10:52

Maybe we have the wrong login screen

2020-09-02 15:10:54

image.png

2020-09-02 15:11:06

THrough FLIR Cloud

2020-09-02 15:11:20

What address / IP and port?

2020-09-02 15:11:29

is that the NVR or camera?

2020-09-02 15:11:30

Are you using a ddns address?

2020-09-02 15:11:52

that is the DNR214

2020-09-02 15:12:30

Image from iOS.jpg

2020-09-02 15:14:02

Thanks I'm in now, port 35000 seemed to not be set up. We'll try to continue troubleshooting from here... thanks!

2020-09-02 15:19:40

His NVR is showing storage 0GB/0GB... maybe fried Hard Drive? Or does this FLIR record into the cloud?

2020-09-02 15:19:58

Not seeing any recordings so I'm thinking HDD maybe is fried...

2020-09-02 15:20:14

Stand alone system, No cloud

2020-09-02 15:20:28

I would bet your correct in failed hard drive

2020-09-02 15:21:41

So he would be looking at needing to purchase a replacement NVR if he wants to get a replacement from us. No warranty at this point since it's been since 2018?

2020-09-02 15:22:53

We can just replace hard drive. No warranty, 6 TB hard drive is around $350 ish, takes about 1/2 labour to swap

2020-09-02 15:23:18

Nice! we will let him know

2020-09-02 16:17:42

Hullett PS has this warning - Warm Start (Partition 1) indicates that a module in your control panel did not power/start up properly and is not functioning correctly. Is this a tech call or something we reset?

2020-09-02 16:18:45

*Maegan Gemmell*  [9:08 AM] There is a message in the info@ email regarding Hullett School and getting lots of alarms this morning [9:08 AM] From Wayne Clark - said he has reset it - is his cell phone number *Geoff Stasik*  [9:18 AM] I tried calling him.  No answer [9:19 AM] They are getting a lot of "fire troubles" signals sent in.  Likely an issue with their fire panel and not our stuff *Maegan Gemmell*  [9:22 AM] Okay, when he calls back I will tell him that *Geoff Stasik*  [9:23 AM] If he calls back I can put that zone on test until they can resolve that issue *Maegan Gemmell*  [9:39 AM] Perfect thank you

2020-09-02 16:19:03

This is what I chatting with Geoff about this morning in the Ampchat - this is what he said

2020-09-02 16:20:15

Are they having power isssues there???? would explain the fire troubles on their other account

2020-09-02 16:20:20

He left a cell number of

2020-09-02 16:21:05

Finally getting around to doing callbacks I will ask

2020-09-02 16:22:18

The history on for security panel looks like its responding fine. But the fact that they have been called a bunch of times from Fire panel I would guess some sort of power issue on site.

2020-09-02 16:23:07

speaking with him now

2020-09-02 16:23:09

The security and Fire panel are wired from a different power source then their fire alarm system. So something has to be going on with power

2020-09-02 16:23:22

ok

2020-09-02 16:25:49

he has called Chubb for the fire. Do we service the motion senors or Chubb?

2020-09-02 16:26:16

We service motion sensors as part of the security, Yes

2020-09-02 18:02:59

I see someone helped Cathy Yourth with her cameras. Great Job!

2020-09-02 18:05:04

<@U018S2K3B4Z> <@UP2KS55NJ> Do you guys think you might get done the install at Horlors early today? Spoke with Justine Levenberg, they need their current lock fix ASAP as they have new tenants coming on Friday. It is not connecting to the panel and they cannot see it on the app. Or if we get done early tomorrow maybe we could try and get there? They said the thermostat can wait, but the lock needs fixed before Friday

2020-09-02 18:49:41

Just talking with Ryan. Tom and him are going to head to Justine's in a little bit.

2020-09-02 19:15:52

Awesome

2020-09-02 20:46:31

I put a jobber ticket in in July.. 2190.. I was just wondering if someone called to book this, Brian said no one has called him.

2020-09-02 20:46:39

This is for a Brian Johnston

2020-09-03 12:11:46

Looks like I tried to get hold of him July 28th

2020-09-03 12:12:11

I can call again and schedule something

2020-09-03 12:30:44

I tried him again, left a voicemail on his Cell

2020-09-03 12:31:22

I also left Jennie Yoo a voicemail to call back to schedule a time we can swap out their low panel battery

2020-09-03 13:58:22

Thanks Jenna

2020-09-04 20:44:30

Stacey Palen Services - their Sump pump Alarm went off today and they went to Reset system, but it shows an "I' as well as door open and the number 32. I think they need help to reset panel to arm the house. They are in boldnet so not sure if theres anything I can do in there? Anyone have a troubleshooting step I can do to help?

2020-09-04 21:01:51

Do we know what model of panel they have?

2020-09-04 21:02:01

Like in jobber?

2020-09-04 21:02:24

Ryan and I got it figured out :)

2020-09-04 21:02:53

CHRISTOPHER OUR NETWORK has died twice in the last ten minutes heads up

2020-09-04 21:03:11

I see that.

2020-09-04 21:03:16

ok

2020-09-04 21:03:44

My phone's been blowing up. The entire network is going up and down. Surprising my internet is good still though

2020-09-04 21:05:15

We keep hearing really loud bangs outside shaking the house

2020-09-04 21:05:33

what

2020-09-04 21:06:13

lol

2020-09-04 21:06:14

Yeah like someone's setting off explosives nearby

2020-09-04 21:06:19

oh dear

2020-09-04 21:06:21

Lol

2020-09-04 21:06:32

That’s not good

2020-09-04 21:07:48

haha that makes sense why my customers internet was down and then magically came up

2020-09-04 21:09:48

read your text Christopher from Rob

2020-09-09 13:00:03

Can someone close IVUE tickets 10227297 for Justine Levenburg & 10200200 Stuart Gingerich. Work is completed.

2020-09-09 21:14:59

Hi there. For TT 73105, Job Job #2322, Clint Mccann, Cameras are saying that they are not connected. Its the house and walk out cameras that are not working. I Checked in under the cameras that are giving the issue and they said disconnect the power then if the LED was not solid green then click the fix it button. I had the customer send me photos (they are in the assist mail box) I was unable to see where the cameras are plugged in (they are mounted in the ceiling) or where the fix it button is located. I told the customer that we would contact them to resolve this issue.

2020-09-10 12:04:06

what do you mean by a fix it button, sorry just kinda confused by this paragraph.

2020-09-11 18:34:08

<@USANXL7TL>

2020-09-10 12:41:42

As a heads up we had major customer service issues when originally installing Clint McCann's fibre (not entirely our fault) but please give him the kid glove treatment or let me know if there are any ongoing concerns.

2020-09-10 12:56:33

Quick question, how would Nikki's freeze king see their cameras - they are in boldnet and i can't find them in .

2020-09-10 13:05:57

Natalie did you get resolve with Nikki?

2020-09-10 13:50:53

No

2020-09-10 13:08:29

I do not think freeze king has cameras, pretty sure they are some sort of stand alone

2020-09-10 13:51:00

So she cant access them?

2020-09-10 14:36:03

Trying to send Kikki back to AMP Support and she said it goes straight to voicemail. Is that right or is something wrong with the number I am transferring her to?

2020-09-10 14:45:39

Chad is going to double check sometime

2020-09-10 14:46:15

You know how you transferred it? To a number you typed in or ext? or a button on your phone?

2020-09-10 14:55:14

The first time I sent her I used the AMP Support button on my phone (looks like it is 7632), Then she called back and said that went straight to VM. I just tried calling it and it went straight to VM as well. The second time I transferred her I just used the 4500 and it went to the queue

2020-09-10 15:11:00

OK, yes 4500 will send to the Hay Internet Queue. I double checked and to get into the AMP Queue 7631 goes there. The 7632 did go straight to VM.

2020-09-10 14:37:12

We have three calls in there now

2020-09-10 14:37:23

I just tried and got put through to the queue for a support tech

2020-09-10 14:37:25

no voicemail

2020-09-10 14:37:53

maybe shes accidentally hitting 0? I think if you hit 0 it goes to vm.

2020-09-10 14:39:04

appears to be working for me

2020-09-10 14:39:34

I just transferred keller roofing

2020-09-10 14:39:44

might be full

2020-09-10 14:39:49

how many can go to the que

2020-09-10 14:40:43

<@UJUDPEBA6> can you let Chad know if there is an issue?

2020-09-10 14:40:58

I got keller roofing now.

2020-09-10 14:41:07

and Jeff got the other call

2020-09-10 14:43:51

great thank you

2020-09-10 15:00:35

For TT 30493, Job 2325, Nikkis Freeze King called. They had a break in there. She managed to find the footage on her own and I helped her get a screen shot with her phone. She will call us back if they need more assistance.

2020-09-10 15:11:27

7631 goes to the AMP Queue.  7632 goes straight to the AMP VM.

2020-09-10 15:22:43

Thanks I will have to get my phone updated or just use Interact

2020-09-11 12:42:59

Can we close ticket in Jobber for Freeze King? If we are waiting for her to call back if she needs any more help

2020-09-11 13:54:22

Hey all, if there is a door sensor that says it is open even though its not, is there any more troubleshooting I can do other then getting them to close and reopen the door and make sure it is tight, as well as also just clean the sensor?

2020-09-11 13:55:38

Try to get it tampered, if it does not shot the tamper it might be dead

2020-09-11 13:56:36

ooo okay thanks

2020-09-11 15:52:16

Doris Bitz just got installed yesterday, she said her husband was quickly walked through the app on the phone and told they could not screw it up. She said now they have screwed it up, they have lost the visibility of their cameras and do not know how to get them back up. Also the iPad (3 years old) is not showing all the same options as the iPhone. They would like a call back or someone to stop in to show them they can be reached at . She also asked if there was a manual or help somewhere for the app they could refer too....Brand New Customer so I would like to get this resolved ASAP - not sure if anyone from the Support Team knows how to do this or should I book a visit <@U827AC2JZ> when you are in GB area would you have time to swing there today?

2020-09-11 15:54:24

My schedule is pretty full today.

2020-09-11 15:55:51

I should have time on Monday afternoon

2020-09-11 15:56:01

We talked to the husband for 45min-1 hour, gave him a complete rundown of how to work it and where to go if he needs help, I’m pretty booked up today might have time to call him but not to go on site

2020-09-11 15:58:30

If we could at least call them today I think that would be good as they just got connected and want to use their new system. Then after the call if we need to go out we can on Monday...

2020-09-11 16:01:25

I added it to Jobber to make the call, if a site visit is required after the call let me know and I will move it to Monday. Thanks

2020-09-11 17:11:28

Can someone at support please call me.

2020-09-11 17:11:50

I will

2020-09-11 17:27:34

just let me know when ready and I'll call back

2020-09-11 17:30:16

Okay Peter I’m ready

2020-09-11 18:00:22

<@USC2UF467> I see the modem is back, is the camera/ 192.168.1.211 device rebooted?

2020-09-11 18:00:41

Modem is showing the device is expired/not connected

2020-09-11 18:01:00

will power cycle again

2020-09-11 18:01:53

it is back

2020-09-11 18:02:35

Looks like the device is firewalled to only work on port 80

2020-09-11 18:03:14

So we'd need to change that so we don't lose access to the modem, but we will temporarily have to port forward 80 directly to the camera again first so we can make the change in the camera

2020-09-11 18:03:29

Are you coming back on the phone?

2020-09-11 18:03:33

yes

2020-09-11 18:08:45

The modem is reachable at :8080 now so you can leave the DVR at 80 if you want... just need to be sure we can access the modem remotely as well in the end.

2020-09-11 18:08:50

2020-09-11 18:30:19

<@UP2KS55NJ>. For TT 73105, Job 2322. Clint Mccann. In , when I got permission to log into the account as a customer, it has an option to fix issues with the cameras there. It was called a 'fix it' button.

2020-09-12 20:28:41

Hey, have a customer here getting a radio not responding error on her app and her panel. I requested access to her and am in there now and it says that the radio not responding usually means it is not able to connect to the network, so Im wondering if this is an issue with her internet? Or if there is something else i can do.

2020-09-12 20:38:32

Which customer???

2020-09-12 20:39:28

Heidi Janzen

2020-09-12 20:39:58

Her internet is working fine right now

2020-09-12 20:41:48

I'm on the phone with her rn

2020-09-12 20:42:18

There have been a few emails saying her panel isn’t responding. I seen some chat last Tuesday when I was off about that customer between <@U82ELCC4E> and <@UP2KS55NJ> Do we know if her system is powered on?

2020-09-12 20:42:38

Yes it is

2020-09-12 20:43:03

:thinking_face:

2020-09-12 20:43:07

So im not sure

2020-09-12 20:43:15

What do you want me to tell her?

2020-09-12 20:43:18

Neither am I

2020-09-12 20:43:49

Let her know someone on Monday will be in contact with her to schedule someone to go take a look

2020-09-12 20:43:55

Okay thanks

2020-09-13 13:08:12

Scott Hall - having an issue with his alarm chirping every 30 seconds, says something about a battery, does this mean that we need to go out and swap the battery?

2020-09-13 19:32:41

Nervermind I got it sorted.

2020-09-14 13:51:07

I just had Dusty from the White Squirrel call in, the panel in Acorn is just white so the stuff couldn't disarm it. The OPP showed up but they could not hear the alarm going off there - the panel is still white and they can not do anything on it. Should I book a trouble for this?

2020-09-14 14:00:14

Yes sounds like that panel might be dead.

2020-09-14 14:05:51

<@U827AC2JZ> can you go this afternoon?

2020-09-14 16:13:29

Hey Guys, I am in the office now. Called and scheduled a site visit for Heidi Janzen. Who ended up calling Doris Bitz? There are no notes on the job in Jobber, do I have to schedule a site visit?

2020-09-14 16:19:59

Jayne Dunlop - Manuel calling. He lives downstairs. He says when he opens the door the alarm automatically goes off, it does not give him time to put in the code. Is there something I can do to fix this?

2020-09-14 16:36:07

For Natasha Devries, TT 30556, Job 2333, When arming the system all the partitions are not listed. They used to be listed. Also, the garage door no longer dings when opening and closing it. She used to have 5 partitions and now only has one. She says that these partitions were created for her during the install. I checked in and couldn't find how to access the partitions. Is this done through the panel?

2020-09-14 16:37:02

She doesn’t have partition. Not sure what she is talking about

2020-09-14 16:38:19

She says that she used to have 6?

2020-09-14 16:38:25

Im not sure either.

2020-09-14 16:39:11

I did that install. I never set any partitions up and their wouldn’t be any reason too. Just a single story house

2020-09-14 16:40:00

Ok. Ill call her back and say that she is ok with just the one partition. There is one there that I saw in .

2020-09-14 16:53:38

Any ideas for this?

2020-09-14 16:54:03

I am going to call her and book a Trouble <@UNZ3BSK99>

2020-09-14 16:54:26

Okay his number is

2020-09-14 16:54:32

It was Manuel calling

2020-09-14 16:54:39

Try the 226 number first

2020-09-14 16:54:44

okay will do

2020-09-14 16:57:13

Job # is 2336

2020-09-14 16:57:16

for that one

2020-09-14 17:23:55

Jayne Dunlop is dealt with and can be closed

2020-09-14 17:24:13

there is a trouble book for this afternoon if Tom has time and if not we can go tomorrow afternoon

2020-09-14 17:51:47

<@U827AC2JZ> For For Natasha Devries, TT 30556, Job 2333, should I get her to delete the partition thats there if she shouldn't have any? Also, she says that the garage door used to make a ding sound when opened and closed, can I change this through ? Thanks.

2020-09-14 17:58:44

She only has one partition on her system. Which is the whole system so you can't delete that. I am wondering if she is looking at the sensor list, which is way different. Usually we don't turn on door chimes unless a customer asks for it because they can get annoying. But yes you can turn on door chimes through the portel > AirFX > advanced sensor settings > pick zone in drop down > chime type

2020-09-14 17:59:42

image.png

2020-09-14 18:00:07

or she may have changed it herself through the app.

2020-09-14 18:01:04

Ok. Thanks!

2020-09-14 19:36:11

I called the customer and she is concerned that now that the 6 partitions she says she used to see are gone, is her alarm functioning properly. I wanted to check her scene to wee what should be armed with this but I wasn't able to find this in . Do you know where I might find this?

2020-09-14 19:37:43

Login as customer

2020-09-14 19:37:58

It says her system is armed.

2020-09-14 19:38:21

Does she know what the difference between partitions and sensors are?

2020-09-14 19:39:44

I could be that she was confusing these. She is just worried now that everything is not being armed when she sets it. I was looking for a way to reassure her?

2020-09-14 19:40:31

Would you like me to call her? I hate to waste your time on stupid stuff

2020-09-14 19:42:27

Its not wasting my time. But if you think that is best then thats ok. Just let me know what you would like to do. Thanks :slightly_smiling_face:

2020-09-14 19:43:05

I can call

2020-09-14 19:43:25

Ok. Thanks.

2020-09-14 19:52:13

Called her she is all good

2020-09-14 22:10:54

Im closing the ticket now. Thanks.

2020-09-14 19:37:02

how do you run a test on a security system to see that it calls the phone numbers set?

2020-09-14 19:40:50

arm the system and trip it off.

2020-09-14 19:41:33

and where in boldnet can i change the contact numbers? they want to update the contact info

2020-09-14 19:46:11

It appears the bold net password for *Hay Com* has been changed as both Joseph and I cannot log in

2020-09-14 19:48:25

Got the new password, will let everyone know verbaly

2020-09-14 19:51:47

Get the customer to email the new numbers in to . Then we have confirmation of numbers in case something is entered in wrong or they gave us the wrong numbers

2020-09-15 13:47:58

FYI, I added a trouble call for this afternoon for Hamilton's Machine Shop, assigned to <@UP2KS55NJ>

2020-09-15 13:49:48

Ok, is it a problem with the cameras?

2020-09-15 13:50:47

Don’t see any notes on the trouble, what is it regarding?

2020-09-15 13:51:05

I put notes in it,...they cant access cameras on their phone app

2020-09-15 13:51:27

image.png

2020-09-15 14:00:57

I am going to guess I didn’t share the link right last time

2020-09-15 17:39:19

just put in Job #2350 for bad sensor TT 30514

2020-09-15 17:52:54

Can someone call me from support 5194761063

2020-09-15 18:16:09

Did someone call Ryan?

2020-09-15 18:16:13

I just saw this now

2020-09-15 18:17:05

Yes I think we got it figured out.

2020-09-15 18:17:45

Does Hay do the internet for garden gate in grand bend?

2020-09-15 18:19:08

I can check

2020-09-15 18:19:34

If so, can you tell me wifi password?

2020-09-15 18:20:17

I dont see it in here.

2020-09-15 18:20:21

Do you have an address?

2020-09-15 20:09:55

on IDMss+ can you playback old video or is it limited to only live video?

2020-09-15 20:11:11

you can playback old video, which will depend on how much hard drive space is in the NVR.

2020-09-15 20:11:36

It will be under the video tab in the main menu.

2020-09-15 20:13:50

is there a website alternative to this if they are not on or boldnet?

2020-09-15 20:23:32

I have a customer who wants to setup the monitoring for his security system on a building he recently purchase at 310 Isaac st, Ian Reinsma for Goliath Roofing

2020-09-15 20:25:01

OK IF YOU send his contact info we can call him

2020-09-15 20:25:12

2020-09-15 20:25:31

thank you

2020-09-15 20:27:04

he also had questions about how to stop the old owner from being able to connect to the security system

2020-09-15 20:27:27

ok will check into before we call and see what is there

2020-09-15 20:27:37

some more details are in ticket 30593

2020-09-15 21:10:51

For TT 73172, Vanden Elzen Farms LTD.The customer wants to see a clip on Sunday the 13th at 8:30 am. She would like to enhance it somehow so she can see the license plate. I told her that she could possibly take a screen shot of this clip and magnify it? Or possibly use video editing software? I told her that we would get back to her after we found out more about this. Thanks.

2020-09-16 12:15:44

She can save video clips from desktop application. This is the button

2020-09-16 12:15:45

image.png

2020-09-16 12:16:32

Not sure where or who she would have to go to for image enhancements

2020-09-16 19:13:53

I called the customer and she seemed upset that we are unable to enhance to video to see license plate number. She asked me to double check if this was possible to do at all as this is the reason they have the service. I was wondering if <@U827AC2JZ> might know? Thanks.

2020-09-16 19:23:52

There isn’t a real way to enhance video without distortion. It doesn’t work like CSI on tv. We would never promise that we could capture licence plates without buying a true license plate camera. Plates are really hard to capture since they are moving, angles, headlights blind video, and plates are reflective so camera can’t see anything but a rectangle

2020-09-16 19:36:51

Ok. Thank you. Ill get back to her and explain this to her.

2020-09-17 20:50:25

Dean is calling about 35 Tuyll St ., It is in Boldnet not . Door #2 alarm keeps going off in the wind and now can't set alarm anymore. Gets the message - Fails to Arm. He would like the issue checked out.

2020-09-18 14:08:49

<@USC2UF467> I tried that number and it says its not in service. I will try the number we have on the account for them. I left a message there to give us a call. Ryan could go around Noon toady if someone is available to meet him.

2020-09-18 14:11:06

I will check the number

2020-09-18 14:12:33

oops, my mistake 525-3263

2020-09-18 14:13:17

I will give that number a call, Thank you!

2020-09-18 14:13:51

jobber #2359

2020-09-17 21:22:15

I was just wondering if it is ok to close TT 73105, Job 2322. Clint Mccann yet? Thanks.

2020-09-18 15:28:16

Leeanne from Hamiltions cannot view their cameras on the app or a computer when they are not at the site. We were out on Tuesday but not sure what happened with that visit. She would like Geoff to come out, I have schedule <@U827AC2JZ> for Monday afternoon, if you happen to get done at Jolt early today can you please stop by there? They would like to have access to their cameras for the weekend

2020-09-18 18:12:13

Fred Scott called said that he had recently increased the number of clips he could have and would like this reduced to what it had been prior

2020-09-18 18:13:07

after tying he doesn't think it is worth the extra cost and wants to have it removed from the billing

2020-09-21 18:42:32

<@U827AC2JZ> Fred Scott went over his limit for his 3000 clips and wants to get more....

2020-09-21 18:54:40

How much more is it for more clips? And can it be applied right away because he really needs to upload clips for the rest of the month.

2020-09-21 18:57:04

$10/month

2020-09-21 18:57:32

But he shouldn’t be using that many. Be careful with Fred it is a special case

2020-09-21 18:57:44

I logged in and he is maxed out

2020-09-21 18:57:56

I know fred and i have talked 6 times in the past month or two...

2020-09-21 18:58:23

10$ a month for how many more clips?

2020-09-21 18:59:05

Not 100% sure. I would have to check

2020-09-21 18:59:29

Okay.. and if we were to give him more space.. would it be applied right away?

2020-09-21 18:59:58

Yes

2020-09-21 19:00:09

Awesome.

2020-09-21 19:00:31

Okay if you can check into how much more clips he would get that would be great.. because he is going to ask me.

2020-09-21 19:15:02

Hamilton Machine Shop, can you reserve the IP address 192.168.1.147 for their NVR. Just so it doesn’t change

2020-09-21 19:15:36

261 Thames Road West

2020-09-21 19:26:17

Yes I can in a few.

2020-09-21 19:36:00

They do not have one of our routers

2020-09-21 19:37:52

Looks like they have a linksys router.

2020-09-21 19:38:14

Nevermind then

2020-09-21 19:38:18

Okay!

2020-09-21 19:38:26

Did you find out about those clips?

2020-09-21 19:39:22

not yet

2020-09-21 19:39:29

Just got back to office

2020-09-21 19:39:33

Okay

2020-09-21 19:41:05

An extra $10/Month gives him 5000 additional clips

2020-09-21 19:43:32

So he would get 8000? or 5000 in total?

2020-09-21 19:44:10

8000 in Total

2020-09-21 19:44:24

I really don't think he should be using 3000

2020-09-21 19:45:06

Do I add it?

2020-09-21 19:51:09

Yea I'm not sure, but I did log in and verify that it is fully maxed out right now

2020-09-21 19:51:12

and uhm let me call him

2020-09-21 19:51:34

Good luck.

2020-09-21 19:51:41

It will be 20 minutes for sure

2020-09-21 19:51:46

You may be off the phone before I leave today

2020-09-21 19:53:18

Please add it to his account.

2020-09-21 19:53:42

Done

2020-09-21 19:55:01

I verified it is all good now thank you

2020-09-21 19:56:08

Ill have to adjust for billing, so he will now be at $45/mo? Stand Along Vid, SVR and additional clips?

2020-09-21 19:56:37

or just add another pro video package. That's what I added

2020-09-21 19:58:03

Ended up talking to Fred for only 6 minutes

2020-09-21 19:58:06

New record!

2020-09-21 20:00:57

Why did I think they only got 1000 clips with the standard video, it is 3000?

2020-09-21 20:01:11

I think standard is 3000.

2020-09-21 20:01:36

3000 is standard

2020-09-21 20:01:56

Fred gets an average off 144 clips / day

2020-09-21 20:02:12

which is 3 times more then my place

2020-09-21 20:02:27

Yeah... he needs everything for the police.

2020-09-21 20:02:47

Oh Boy

2020-09-21 20:02:50

lol

2020-09-22 15:19:07

Got an email from alarm.con Anna McCann Radio no responding - do we need to go on site again??

2020-09-22 15:20:13

I would maybe touch base with her. But they are doing major construction. So I would bet they unplugged the system

2020-09-22 15:21:15

wow my typing was awful there, glad you know what I was talking about :rolling_on_the_floor_laughing:

2020-09-22 16:01:56

Anna said They were cutting in a new door, didn't cut anything with our system. But Kyle unplugged the wall panel, he put it back on and there is a red light that is blinking and the yellow triangle light is also flashing. She said if someone could walk her through that she need to do over the phone that would be great. But she is only available before 1:30 or Between 2:15 -2:30 (She said sorry to be a pain) If she can get this done over the phone we are to call her on her home phone at . If a site visit is required I will book something in. Please let me know and I will put either a call or site visit on the Jobber Schedule.

2020-09-22 20:09:52

For TT 73340, Fred Scott. He normally sees clips from the same day and he is seeing none there for today after being upgraded to 8000 clips. Is there a setting that needs to be changed for this? Thanks.

2020-09-22 20:15:59

I thought I did yesterday

2020-09-22 20:16:18

Can you create a ticket with ?

2020-09-22 20:17:05

Ive never done that. Ill guess Ill figure out how to do that.

2020-09-22 20:18:11

I think I see where to do it.

2020-09-22 20:18:59

Be the looks of his account it should be added. But there might be a conflict because he already maxed out clips

2020-09-22 20:19:41

Ill put that in the ticket. Ill include the alarm TT in the ivue TT.

2020-09-22 20:21:22

The submit ticket button is disabled. I cant submit a ticket.

2020-09-22 20:28:03

I will try and call. Otherwise he will bug you all night

2020-09-22 20:28:45

Ok. Thanks. Not sure why I couldn't make a ticket.

2020-09-22 20:41:31

Fred Scott should be good now

2020-09-22 20:42:17

When customers max put clips. They need to turn recording rules back on for them to start again. I have turned Fred on.

2020-09-22 20:42:30

His clips on not Fred

2020-09-22 22:39:40

Can support call me ?

2020-09-22 22:40:06

I will after this call.

2020-09-22 22:40:16

:+1:

2020-09-23 00:37:24

<@U827AC2JZ> Anna Mcann called tonight. TT 73384. She was upset because she thought someone was going to call her about the issues with her systems she is having there. The main issues were that it is saying that her system is offline and they are having trouble beeps which cannot be shut off. I told her someone would call her as early as possible to fix these issues. 851 5225

2020-09-23 12:22:30

Let me know if I need to book something for Anna, I did not promise her a call back yesterday during those times, I told her I would let the guys know but they were on installs. But I did hope I would get a respond to my earlier slack so I could have gotten back to her either way.

2020-09-23 12:22:53

Called Anna McCann. Ryan is going there today

2020-09-23 12:25:51

Would have been good just to let Jenna know that so she did not have to follow up.

2020-09-23 12:23:08

Okay Great, thank you!

2020-09-23 12:23:56

She always apologizes for be demanding, but never stops being demanding...I could have used another word lol

2020-09-23 12:24:43

It doesn't help her husband is a ram rod. Just tears stuff apart then blames other people for not showing up to fix it

2020-09-23 12:25:19

Yes for sure

2020-09-23 12:49:22

Jim Fletcher has a camera that has gone blue, what would cause this?

2020-09-23 12:50:01

Crappy analog camera that has gone bad

2020-09-23 12:50:32

will need replacing?

2020-09-23 12:50:42

yup

2020-09-23 12:55:48

Jobber 2374 created for Jim Fletcher to replace camera

2020-09-23 13:06:54

Scheduled a site visit for Friday at 1PM

2020-09-23 18:36:48

An email came in regarding Robert Beath's Panel Battery, when I look in BOLD it says the Low Battery Trouble was Restored...should we still go out and swap it?

2020-09-23 18:37:24

Doesnt look like we have been there anytime recent

2020-09-23 18:57:15

Yes we should go and change it.

2020-09-23 19:09:21

FYI - I spoke to Robert Beath's wife, he was busy on the other line, I tried to book a site visit. She said He would like to speak to a tech before we come out. She could not tell me what in regards he would like to talk to them about, I said I would need a little more info so the tech can prepare for a call and could arrange for a call during admin time tomorrow. He is going to call me back to either give me more info or hopefully allow us to schedule a visit. I have not had to deal with them for Security yet, but if it anything like dealing with him for cell service it wont be very pleasant.

2020-09-23 19:10:04

He is painful to deal with.

2020-09-23 19:12:38

Yep 100%

2020-09-23 21:21:09

I called Robert Heath, TT 73407. 4 years ago he had a site visit and they charged him for it. Would also like a contract to spell out exactly he is paying for with . Would like to know if we are charging for this site visit? He says that he will be calling Jen or Megan tomorrow to sort this out.

2020-09-24 16:46:19

2020-09-24 17:01:08

Can i close robert heath then ? We still have a ticket open.

2020-09-24 17:01:31

Yes

2020-09-24 17:01:35

okay thanks

2020-09-24 17:07:04

Jerry Rader Homestyle (Boldnet) has their freezer camera down and they don't have access to the power plug to try and get it working again. They would like someone to come take a look. Jobber 2382

2020-09-25 12:46:21

Claussen Farms () has all their video cameras down since the 22 Sept, getting an error of No DDNS messages and not responding,

2020-09-25 12:54:58

they are also getting an error about the SVR recording schedule not recording, Looks like all the cameras and SVR errors started back in June 24, two days after the install was done

2020-09-25 12:57:19

i have contacted them, All of our equipment is working fine, it is an issues with their back to back modem feeding internet to their shop. TCC is looking into it.

2020-09-25 13:00:37

I just spoke with Annegr and nobody at the farm told him what was wrong, so he called this morning

2020-09-25 19:24:12

how much motion is required to set off a motion detector

2020-09-25 19:26:23

customer is just try to determine what may have triggered there alarm yesterday

2020-09-25 19:41:09

Depends on the motion sensor model

2020-09-25 19:41:24

It would take a fair bit of motion to cause an alarm. Can be tricky to track down. Depends on the detector type and the enviroment it is in

2020-09-25 19:41:56

she is going on site to see what room it is and see if she can narrow it down herself and will call back if she wants more info

2020-09-25 19:42:16

Who was the customer?

2020-09-25 19:42:47

ONE CARE HOME & COMMUNITY SUPP

2020-09-25 19:42:58

Goderich or Wingham?

2020-09-25 19:43:08

wingham

2020-09-25 19:45:44

It's was a hardwired motion so not a battery issue. I big culprit a lot of times is spider webs on or in front of detector.

2020-09-25 19:46:04

good to know

2020-09-28 12:32:22

Please close IVUE #10225075, 10226281, 10223373. Jobs are complete.

2020-09-28 12:44:27

Please also close ticket IVUE #10226556

2020-09-28 15:54:43

For White Squirrel, TT 73510, they are trying to play back video from Sept 23, between 10pm and 12:30am. I was unable to log in as the customer because they never received the email to allow me to. I sent it 3 times. Thanks.

2020-09-28 15:58:46

I dont show they have cameras, just control + monitoring

2020-09-28 15:59:43

Ok. Thanks. Ill call them back and tell them the cameras are separate from our services.

2020-09-28 16:01:58

We did install the cameras but they are a stand alone system so we will have to go on site to help with getting play back off the recorder. I will stop by there today.

2020-09-28 16:03:32

Ok. I will call her and let her know.

2020-09-29 17:36:47

<@UP2KS55NJ> did you ever drop by the White Squirrel and help with getting the video off the recorder?

2020-09-29 17:36:58

yes

2020-09-29 17:37:10

thanks

2020-09-30 14:39:34

how do I factory reset a panel?

2020-09-30 14:40:30

?

2020-09-30 14:40:53

Cathy Yourth is calling and she wants to erase all her data and stuff from her panel. I think she is moving

2020-09-30 14:41:05

She sold her cottage

2020-09-30 14:41:19

I sent the disconnect into SRC and took her out of today

2020-09-30 14:41:36

She doesn't have to. I am going on Monday morning and I will transfer settings then

2020-09-30 14:42:07

<@UF563PAVB> if you haven't taken her out of I can transfer her account to new owner

2020-09-30 14:42:25

Okay I will let her know

2020-09-30 14:42:28

Thanks

2020-09-30 14:42:37

well shoot <@U827AC2JZ> I never thought of that.

2020-09-30 14:43:39

I would never recommend factory reset panel without being on site.

2020-10-01 00:25:51

have a smoke detector that wont sop beeping not sure how to get it to stop it is signal status is not recieved on boldenet when checking the alarm systems

2020-10-01 00:33:33

Might not be our smoke, we get a lot of this but it turns out to be the electricians smokes,

2020-10-01 00:35:26

he says it was installed by geoff

2020-10-01 00:36:04

could it be a battery issue?

2020-10-01 00:53:30

Customer is super mad and said that if I don't have a plan in 30 min will call one of the members of the board of directors

2020-10-01 01:34:16

Created ticket for Robert Beath Job #2403 have turned the breaker which controls the smoke alarm off so it is no longer beeping but insists we call to get this addressed tomorrow at 9AM

2020-10-01 12:10:53

I have talked to Robert Beath already this morning. I am going to his place this morning to see what his issue is.

2020-10-01 12:11:07

Thanks Geoff!

2020-10-01 12:11:19

Thanks!

2020-10-01 12:44:33

For TT 30896, Bayfield Garage. They have six cameras there. Other 5 are working fine. The non working camera is located on furthest bay in shop on north side. He says it is not showing up anywhere but the others are. I was unable to locate this customer in by company name, or customer name. I was wondering if someone could have a look into this issue. They can be contacted at

2020-10-01 20:23:17

Can someone close IVUE ticket for Robert Beath Ticket #73586? Please and thank you.

2020-10-01 20:23:27

sure thing will do

2020-10-02 12:50:01

I could not find them in boldnet either

2020-10-02 13:42:18

I booked a Trouble for Bayfield Garage for the guys to go Tuesday Oct 6 2020

2020-10-06 17:53:06

For TT 31002, Janet Ludwig, the sensor she wearing is too sensitive and going off too much. Last time the said that they would rather that it was too sensitive than not sensitive enough. After her knee surgery, she has to sit down fairly hard in the recliner because of her knee issue and it keeps going off. She would like to try another necklace to see if there is a less sensitive one. She has tried the watch and different necklace lengths and this has not helped.

2020-10-07 13:23:20

Julia from Emmanuel Baptist Church emailed in, several of their cameras are not working - should I put a trouble in with support or will we have to go on site?

2020-10-07 13:23:59

image.png

2020-10-07 13:25:35

<@U827AC2JZ> would you be able to swing by there on your way back from London? or else I scheduled it for tomorrow morning if it can not be fixed remotely

2020-10-07 13:59:44

I can try and stop in on my way back

2020-10-07 13:57:35

Glenn Bartlett called in, he had an alarm go off in the middle of the night. Everything was fine. Now there is a yellow triangle light on on the Panel. I looked in BOLD, it says ALARM - Supervisory 'Master Bedroom Glassbreak' iVue TT 73782

2020-10-07 15:06:13

Emmanuel church is fixed

2020-10-07 15:27:51

My good old friend Fred Scott called again, his video clips are freezing. Marcel and I checked the internet connection and we see no problems, we also rebooted his computer.. not sure if theres anything else you can think of that would cause this issue?

2020-10-07 16:19:51

Probably that camera jammer causing problems

2020-10-07 16:23:22

I looked at a couple clips on Fred's account. I really dont see any issue. They are moving away from using flash player and using some native format with the browser to view clips. I sometimes have to turn that off and use Flash player to make cameras work better. Might what the problem is.

2020-10-07 16:43:57

lol

2020-10-07 16:43:59

Okay thanks

2020-10-07 17:24:23

Do we have to go out to Glenns? I can call him back and schedule something

2020-10-07 17:44:42

Yes schedule something

2020-10-07 18:15:50

Are you able to make it so we can arm his system until we get there? He is booked tomorrow morning so we cant get there until Tuesday. But he would like to be able to arm his system in the mean time

2020-10-07 18:49:11

Can’t do anything remotely with his system

2020-10-07 19:02:49

ughh okay he is kinda grumpy with me

2020-10-07 19:03:08

so he wont be able to use it till Tues?

2020-10-07 19:03:52

can he do something at the panel so he can arm/disarm it?

2020-10-07 17:34:38

There is an email from Leanne from Hill & Hill regarding a system malfunction and may not be sending signals. She said the sysetm is not disabling when the FOB is used, the FOB only unlocks the door and does not run any of the programs?

2020-10-07 17:44:28

That looks really weird like something is disconnected. Maybe book a trouble

2020-10-07 17:36:45

image.png

2020-10-07 17:37:18

I looked in and saw the above

2020-10-07 18:05:51

?

2020-10-07 18:07:25

There is no way to adjust the sensitivity of life assist pendants that I know off, it’s either you have the fall detect off or on.

2020-10-07 19:18:54

Ok. Ill call her back and let her know. Thanks.

2020-10-07 19:31:42

<@UP2KS55NJ> I called her and told her that we could not adjust the sensitivity of the necklace. While I was speaking to her I saw on the web site that AMP has something called an Personal Emergency Response Pendant. I was wondering if this might be a good alternative for her in this situation?

2020-10-07 19:35:10

hmmm, the gps pendent is $80 compared to the $40 of the regular life assist. Also it is fairly big and bulky and you have to change it every night or it will die. If she is looking into this option it will be best to book a hour for a tech to go out and explain the differences to her.

2020-10-07 20:11:17

Ok. Thanks. I will call her and explain this to her.

2020-10-08 17:51:48

did anyone leave a message with gerry salton?

2020-10-08 17:52:42

Yes I did, I was needing to book a trouble

2020-10-08 17:52:56

I can speak to them if you still have them

2020-10-08 17:53:28

i dont have them i didnt see a ticket anywhere and is said we would call her back as she didnt want to wait

2020-10-08 17:54:07

Okay, I will call her back.

2020-10-08 18:01:10

did you leave a VM for Alp Sener by chance as well?

2020-10-08 18:02:17

No, Never called him

2020-10-08 20:46:43

Did anyone leave a message with Alp Sener, TT 73824?

2020-10-09 12:39:15

Hi, how do I find the master code for a system that is in boldnet?

2020-10-09 12:39:44

Like the code for there security system?

2020-10-09 12:40:02

I think so, hes trying to set up a new router or something.

2020-10-09 12:40:33

Not sure why you would need that code to setup a router

2020-10-09 12:40:38

what customer?

2020-10-09 12:40:41

idk he seems lost

2020-10-09 12:40:45

Paul Schwartz

2020-10-09 12:42:12

Probably because he has an IP communicator on his system.

2020-10-09 12:42:41

The security system should just get an IP from the router through dhcp

2020-10-09 12:43:06

But anyway we don't keep track of any master codes.

2020-10-09 12:58:05

Okay

2020-10-09 15:06:24

For TT 31032, Chris Benson, when testing with the poll station where you set the alarm off at the school, he wants to know what the right way to shut the alarm system off afterwards.

2020-10-09 15:10:05

He would just enter the code on the keypad to silence the buzzing on our keypad. We just look after the communication of the fire panel and he should contact CHubb to ask questions about that.

2020-10-09 15:52:49

I called Chris back. He wants to know if chubb monitors system or just us?

2020-10-09 15:53:51

We monitor the system but Chubb looks after fire alarm

2020-10-09 15:55:14

Ok. So the actual fire alarm he pulls is strictly through chubb. And he doesnt have to contact us at all while doing fire alarm testing then?

2020-10-09 16:02:27

Chubb looks after any hardware that is attached to the fire panel. Annuciator at front door, smoke/heat detector, pull stations, siren and strobes. We look after the communication of the fire panel. So if their is a fire alarm or trouble signal on the fire panel we monitor that. He would have to call us to do a fire test because when he sets alarm off we would dispatch fire dept. We also look after the security system in the schools. Which is all our responsibility

2020-10-10 13:47:19

How do we reset the master code on a panel if needed?

2020-10-10 13:48:11

Do they know their code now? Is it an system?

2020-10-10 13:52:17

Its in boldnet, and no they dont know it.. they keep calling asking for it

2020-10-10 14:11:10

Who is it?

2020-10-10 14:12:11

There is no way remotely to find out. We would have to send someone to get it for them if they don’t know it

2020-10-10 15:18:37

Paul Schwartz

2020-10-10 15:18:48

Same guys from the other day.

2020-10-10 15:19:04

Could we go today? Is there someone on call?

2020-10-10 15:20:42

I am on call for phone support

2020-10-10 15:21:03

Okay so we could go tuesday then?

2020-10-10 15:21:29

Depending on the schedule. But possibly yes

2020-10-10 15:21:53

ok

2020-10-10 15:26:36

Job # is 2440, I put the comments in there. If one of the girls can schedule this for tuesday that would be gr8.

2020-10-13 12:25:17

Let me know if Schwartz needs a site visit, I can give him a call sometime this morning

2020-10-13 12:27:04

Yes He needs a visit

2020-10-14 11:28:39

Please close IVUE ticket Monthly Rate 10224840 for Glenn Bartlett

2020-10-14 20:18:49

Have Becker & Sons LTD (Becker Trailers) they are trying to setup monitoring app on phone for system but will not let them setup even when sending the password reset they cannot setup password to use the app

2020-10-14 20:23:25

are they on the right email

2020-10-14 20:24:04

he was able to send it the password reset but it asks for mothers maiden name and what he entered did not work

2020-10-14 20:25:02

<@UP2KS55NJ> can you hit reset password on our end? Then he will have to reset everything including security question

2020-10-14 20:25:25

Yes I can

2020-10-14 20:25:28

I can let him know that this will be reset

2020-10-16 12:45:45

I just sent a mobi custome that got installed yesterday to support she is asking for April I told her April is not an option...

2020-10-16 13:16:31

Lol sounds good

2020-10-16 13:17:14

She must be the one I just spoke with several mins ago

2020-10-16 13:24:04

were you able to get her sorted out

2020-10-16 13:24:14

our Mobi installs are going full force now everyday

2020-10-16 13:31:28

yes

2020-10-16 17:21:27

Can someone from support call me

2020-10-16 21:58:16

Jeff Dietz called. When I looked him up in ivue his account was empty and didnt have an account number so I was not able to make a ticket. 66 Baker Road. He said that he just had a quick question about his cameras. His phone number is .

2020-10-17 13:19:55

Is there a internet outage? Service at my house is not working

2020-10-17 13:20:26

yes, I have over 240 VMs from TCC customers in the queue

2020-10-17 13:21:07

Holy! Good to know.

2020-10-17 13:21:21

Have fun

2020-10-17 13:21:27

keeps on growing

2020-10-17 13:21:32

thanks

2020-10-17 15:12:35

is your internet working now?

2020-10-17 15:13:10

507 VMs this morning

2020-10-17 15:15:44

Been back for 1/2 hours or so

2020-10-17 15:15:48

Thanks!

2020-10-17 15:35:02

great to hear

2020-10-17 18:45:27

though the problem got solved I could not find Robert Coates, 132 Mil st. in or Boldnet

2020-10-19 13:15:27

Is there an problem with Robert Coats system? I dont see any trouble tickets

2020-10-19 14:09:35

no fixed, but I couldn't find him. Is it Coats or Coates?

2020-10-19 14:16:15

Coates

2020-10-19 14:16:41

He Should be in BOLD, account 02-07-2675

2020-10-19 14:16:51

thanks

2020-10-19 16:09:47

I need to remember to switch log ins from TCC to Hay all the time

2020-10-17 20:48:29

Job 2458 created for Erin Adair to replace battery front door. Please call Monday to arrange time as she will have to drive up to the cottage

2020-10-19 13:08:53

I left Erin a VM asking to call back and scheduled a visit, I told her we would like to come this Friday at 11

2020-10-19 14:20:54

There are a couple customer issue emails in the info@amp email, do those need to be taken care of still?

2020-10-19 17:26:22

Just got a call from Marjorie Bennewies, who is very unhappy with the GPS Life Assist we just installed. I feel like a clueless person when she was asking me all these questions I had no idea how to answer since I have no clue and have never even seen one of these things active...She is also clueless about this new device she has and wondering if there is a manual or something - she is unhappy and asked if she is committed to keep it for a certain amount of time, I told her we would take it back anytime. But in the mean time she wanted a tech to come out and help her and for us to look into a couple things, I have booked a trouble for Wednesday for Geoff.

2020-10-19 17:26:29

- The pendant is was too sensitive, it goes off when she places it on her neck or the smallest thing will set off an alarm - She would like to know if we can reconfigure it to be less sensitive - She cannot get to the base unit within 30 seconds to speak to the person who calls to tell them it is not an emergency - Low Battery Warning - the thing is brand new -She wonders if there is a manual or something to tell her what the different lights and buttons mean/do - When we connected it we used the phone line where her answering machine was plugged into, she was not away of that and now her answering machine does not work

2020-10-26 15:14:06

Grand Bend Area Community Health Centre, Boldnet - alarm panel beeps 5 times every minute. What can he do to stop that?

2020-10-26 15:17:32

Press any button on the keypad will stop it beeping. <@U82ELCC4E> can you schedule <@UP2KS55NJ> to go this afternoon to check what trouble is on the panel?

2020-10-26 15:59:02

Sorry was busy with a couple cell's..Dave just called back and he said the beeping is going off on all three keypads whenever someone opens/closes a door and that usually does not happen

2020-10-26 15:59:19

he was wondering if that a could be resolved over the phone

2020-10-26 16:00:54

Someone turned door chime on. Press and hold chime button for 2 seconds. Third one down on right side of keypad

2020-10-26 16:04:16

I just have two more cell customer who walked in can someone call him

2020-10-26 16:07:25

I can

2020-10-26 16:47:20

Dave is all good now

2020-10-26 17:58:53

FYI - Richard Sheppard just called in and I booked another visit for next Friday. After we were there to change batteries the panel says zone tampered zone not ready. They have bypasses this for now but will need it looked at.

2020-10-29 12:28:36

Steven Cole put in a ticket with "Hi. I have changed the batteries in my door lock and the light indicator has stopped flashing red. But my app still says the battery strength is low. How do I reset it it to read that new batteries have been installed?"

2020-10-29 12:30:07

It may just take a day or so for trouble to clear in back end.

2020-10-29 12:56:34

:thinking_face: He said its been three days

2020-10-29 13:09:46

I got an updated status from the lock and it cleared the trouble

2020-10-31 18:56:39

Jeff Petch called. TT 31429. It shows police, phone failure, and battery low on panel.Has has tried changing batteries in the door panels and still does not work. I wasnt sure what to do to fix this. I said that someone would call him at

2020-11-02 16:50:08

Do we have any updates on this?

2020-11-02 20:46:06

I called that Jeff Petch TT 31429 and left a message to call us back and book a trouble.

2020-11-02 21:02:27

I have talked to him and booked the Trouble

2020-11-02 21:04:14

thx

2020-11-02 20:28:55

Chris Henson ) called from Downie Central Public School, St Paul's. I can't find him with Hay or TCC. How do they change the time?

2020-11-02 20:34:30

I tried to change it in settings, account management, system information, but won't let me

2020-11-02 20:36:31

The security system will change automatically because its hooked up to . If it's the Fire Panel keypad he is talking about he would have to do it manually. But there really isn't any sense doing it. That keypad is just there for programming.

2020-11-02 20:36:57

ok

2020-11-02 20:41:47

I called back and let them know that

2020-11-03 23:28:15

Helen Attenborough called, TT 74607, her alarm panel is showing triangle and it is beeping. I was not able to find her account in . She thinks that this may have been caused by the recent power outage there. Her number is 860 7376.

2020-11-04 13:04:53

She has monitoring over Dial Tone, so will only be found in Bold Net.

2020-11-04 13:05:26

These were the troubles shown there, do we need to go swap her Panel Battery?

2020-11-04 13:05:26

image.png

2020-11-04 13:23:38

Thanks

2020-11-04 13:37:44

I left Helen a VM, asked her to call us back to so we could schedule a site visit to swap the battery

2020-11-04 13:38:14

okay, I will update the TT

2020-11-04 14:16:06

Scheduled for this Friday AM

2020-11-04 14:04:22

There is an open trouble ticket for Erin Adair since mid October. Any updates on this

2020-11-04 16:47:16

the job is completed, I just closed the TT as per Geoff's request

2020-11-04 16:44:05

Please close IVUE ticket 10223515 job completed.

2020-11-05 20:42:27

Ravi Teneja, Hay Customer ) called and after several months wanted to know a few things. He can't remember how to use the panel to arm his system, just uses the phone app. He uses the panel to disarm the system though He can't remember his "secret code" he would use if someone calls to check if things are okay. He has a Device Low Battery - Garage Door and 4 malfunctions related to his garage (i.e. light, liftmaster Hub, door, garage itself). I checked the support section regarding arming through the panel and it keeps coming up to use the app. I not sure what he means by his secret code and an appointment will have to be made to replace the battery .

2020-11-05 20:42:36

Jobber # 2518

2020-11-05 20:43:19

Need a trouble booked for that one

2020-11-06 14:05:04

I left Ravi a voicemail this morning, told him to call back so we can schedule something next week

2020-11-10 20:09:24

For Marjorie Bennewies, TT 74750, she says that her phone is not working after the life assist was removed from her line. 'It was working fine before the AMP services were put in.' I was wondering what we should tell her? Should I tell her that she should buy another phone? Thanks.

2020-11-10 20:09:58

is that hay or tcc

2020-11-10 20:10:09

It is for Hay

2020-11-10 20:10:10

that really doesnt make sense

2020-11-10 20:10:59

She thinks that we broke her phone.

2020-11-10 20:11:30

She had issues after we removed the land line life alert. When then installed a gps life alert which she has since returned. I got her phone working and the voicemail working when I was there last

2020-11-10 20:12:13

Nothing should have changed since the gps life alert was removed. It doesn’t use the phone line

2020-11-10 20:12:52

Ok. Thanks. I just wanted to run that by you here before I told her. She was kind of upset.

2020-11-10 20:15:02

She said it was working after Geoff fixed it for a bit, but now has stopped working. Is it the phone or did we go check if it is even plugged in? I think she gets a bit confused...

2020-11-10 20:16:40

Ive gone through the troubleshooting with her over the phone with her. It is hooked up correctly.

2020-11-10 20:12:58

Ill call her now.

2020-11-10 20:13:42

Brent gingerirch is not assigned are all of you going to that install?

2020-11-10 20:13:56

its hard to schedule

2020-11-10 20:14:03

when I don't know if any techs are free

2020-11-10 20:16:34

Tom and Ryan can go back to finish

2020-11-10 20:17:35

Geoff was that for me?

2020-11-10 20:27:12

Yes, I have logged into jobber and schedule items for you

2020-11-10 20:25:45

<@U827AC2JZ> I talked to Marcel and Hay is going by there on thursday or friday to look at it. For Marjorie Bennewies.

2020-11-11 12:52:37

escalated ticket for robert kootstra, panel has low battery jobber ticket 2531 customer does not know code for panel to completely silence the low battery beeping

2020-11-11 15:30:43

<@USDAJAEL9> did you speak to the Kootstra's? The contact number on the notes is for the AMP Support not for them. I called the 233 number I have on file but no one answered. I left a message but not sure if you have another contact number for them?

2020-11-11 13:21:40

Please close IVUE ticket 10219578 for Helen Attenbourgh. Job complete.

2020-11-11 14:41:43

<@U827AC2JZ> <@UP2KS55NJ> is someone available to stop by Robert Kootstra's today? I will give her a call

2020-11-11 15:09:31

Yes I can

2020-11-11 15:20:49

okay great <@UP2KS55NJ>, do you know when you may be stopping by?

2020-11-11 15:21:08

I could do before lunch

2020-11-11 15:26:18

Awesome thank you! I will give them a call

2020-11-11 15:51:29

<@UP2KS55NJ> I gave them a call and left a message.

2020-11-11 19:52:06

Ernest Johnson asked to be put on test 91 Shipley ST clinton for an hour please

2020-11-11 19:53:27

Okay, I will log in and put it on test

2020-11-11 19:53:48

<@UF563PAVB> :taco:

2020-11-11 20:06:51

Thanks for the Taco! :dancer:

2020-11-11 20:05:38

thanksa

2020-11-12 16:01:49

Mike bondy is looking for his quote.

2020-11-12 16:02:15

leaving tomorrow needs some answeres

2020-11-12 16:02:18

I sent it

2020-11-12 16:02:20

orbit 1

2020-11-12 16:02:29

I have a customer in

2020-11-12 16:02:48

shows he opened the email on November 8

2020-11-12 16:02:51

k

2020-11-12 16:02:52

with the attached quote

2020-11-12 16:03:04

I can resend it

2020-11-12 16:03:15

what address

2020-11-12 16:03:39

2020-11-12 16:04:06

resend to

2020-11-12 16:04:12

right now lease

2020-11-12 16:04:29

2020-11-12 16:04:53

to both

2020-11-12 16:05:03

I sent it to the mike.bondy one

2020-11-12 16:05:04

update account with both

2020-11-12 16:05:10

thanks perfect

2020-11-12 16:11:19

Account updated with the emails as well

2020-11-12 16:53:17

Joel from Ben Gardiner Farms Inc. who was recently connected called in, He said there is one Camera down and the SVR is not working. He did not have time to talk to support. Do we have to go on site to fix this or is there anything we can do remotely? In the mean time I will book a trouble for next available time if we are not able to fix it remotely

2020-11-12 21:26:32

For TT 74799, Frank from Hessenland Restarant & Hotel called. They have 2 cameras that are not working -Wine Biulding North -Whirlpool I was able to easily find their account in jobber but nothing would come up in for their company name or address. I said that we would call back and tell him how we would fix this issue. . Thanks.

2020-11-12 21:28:50

They have a stand alone camera system. We are going to have to go take a look at it. There isn’t a common piece of equipment with those cameras so might be bad camera or IP issue

2020-11-12 21:29:26

Ok. Thanks.

2020-11-13 13:56:55

I scheduled a trouble for Hessenland on Monday

2020-11-13 14:07:47

Maegan is off today

2020-11-16 13:35:25

There is an email from Marguerite Thomas in the info@amp inbox.

2020-11-16 13:35:26

Hello AMP and TCC,   For the third week now I am having issues with my security. Today the yellow triangle came on with the notice that the office window is now on bypass. Since I have not touched that window, there is no reason for that to happen. I have had failures on the bedroom window, den window, front doorbell and now the office window.   Could I please have the whole system checked and go for more than a week without notifications that something is not working? Still not seeing the front doorbell on LIVE, but do get it another way.   Marguerit

2020-11-16 13:45:19

looking at her account, She does have a low battery for her office window. The doorbell cameras is showing %100 successful supervision attempts in the last 30 days. Probably best to book a trouble for one of us to go out there and go over how to do live viewing again.

2020-11-16 14:24:32

Good Morning, I will email Marguerite back and book for tomorrow afternoon

2020-11-16 15:16:49

Brain Rody left a message he has service now please cancel

2020-11-16 15:17:23

299 Queen St

2020-11-16 17:04:20

Lisa Harrington called, TT 74866. She is the owner of the account but the account is under Nancy Bauwens. The location is Nancy Bauwens house, 72559 duchess cr. Their alarm panel has been beeping since the power outages and I was not able to log in as Nancy because she did not have access to her email at the time. She will log in later and pause the trouble beeps. The alarm panel is asking for date and time information and I said that I was not sure how to fix this without logging into or what I would need to do to fix this. Thanks.

2020-11-16 21:02:41

I went into the remote toolkit and paused the trouble beeps as they were still going off after 4 hrs since Jeff called Nancy

2020-11-16 20:33:51

Louis Probst - TCC customer. Having the same issue with Door # 3, he keeps getting phone calls that the door is open when it actually is not. Techs have been there three times but the issue still persists.

2020-11-16 20:35:19

I'm assuming we will need to go back out.

2020-11-16 20:35:25

I created a job, it is Job #2551

2020-11-16 21:49:20

Regarding Lisa Harrington her panel is showing, "empty equipment list" under trouble condition this started after the "last panel power" failure ended, is it possible the power outage shorted the panel?

2020-11-16 21:57:39

<@U827AC2JZ> is there any way to stop trouble beeps if the panel says empty equipment list, pause trouble beeps does not work

2020-11-16 22:56:58

Lisa Harrington called again. I said that we may need to send some one there. I wasnt sure what else to do as the panel is still beeping there.

2020-11-16 23:04:25

I created a jobber ticket for Lisa Harrington. Job #2554.

2020-11-17 12:55:55

We can send Ryan to that Lou Probst trouble today since he is in the area and I can do that Nancy Bauwens trouble

2020-11-17 14:01:41

Do I need to call Lou Probst?

2020-11-17 14:02:12

Probably to let him know Ryan is coming.

2020-11-17 14:04:12

<@U827AC2JZ> <@UP2KS55NJ> - no answer but I left a message. I don't have any other contact number for him other then the number

2020-11-17 14:04:36

found another number on the TT

2020-11-17 14:07:44

<@UP2KS55NJ> I got a hold of Dean Dear who looks after Lou's place - he will let you in. Just call him when your heading there. I put the number in the notes in the Job in Jobber.

2020-11-17 13:11:09

There are quite a few emails about Radios not responding and Low Batteries, let me know if any and troubles need to be scheduled.

2020-11-17 13:12:10

All those are likely related to extended power outages

2020-11-19 14:37:42

Matt From Townsend Tire is on the line, 7 cameras are down

2020-11-19 14:37:57

Will we have to go on site to resolve this issue?

2020-11-19 14:38:30

Yes, Probably.

2020-11-19 14:38:41

okay, so not till Monday then?

2020-11-19 14:39:02

Or can you go this morning?

2020-11-19 14:39:54

He is not the kind to take that lightly....sorry you go him Henna

2020-11-19 14:39:56

Jenna

2020-11-19 14:40:14

I can head up there this morning

2020-11-19 18:25:14

Hello support! Would someone be able to tell me the ssid and password for Marian Ogilvie at 10261 Haven Park Ct?

2020-11-19 18:29:34

I am just checking now

2020-11-19 18:32:06

having issues getting into her router for that info, checking things out

2020-11-19 18:34:57

Comtrend8476/marxgd7p

2020-11-19 18:35:48

Winner winner chicken dinner

2020-11-19 18:36:01

Thanks Peter

2020-11-23 18:12:35

Camera is coming up as "disconnected", he had this issue before and all they had to do to fix it was push the cable in tight and it worked, but now its the same issue again. Tried rebooting the equipment and making sure all the cables were tight but it still says it is disconnected. Beckner & Sons is the customer.

2020-11-23 18:21:23

I will look into it

2020-11-23 18:30:10

Thanks :slightly_smiling_face:

2020-11-23 18:49:21

TT 31837 i JUST SENT him back to support

2020-11-23 18:49:43

does anyone have time to call him if he leaves a message he is a business with no hs or phone he says

2020-11-23 18:50:00

Maegan made the tt at 10:39 this am

2020-11-23 18:50:51

Sorry wrong room

2020-11-24 17:04:42

Envira North - I can't seem to find them in or boldnet.

2020-11-24 17:13:12

Would this be Sun North Systems Ltd? that is what came up in Jobber when searching Envira

2020-11-24 17:13:37

139 Sparling?

2020-11-24 17:13:47

Yes Sun North

2020-11-24 17:13:53

Perfect

2020-11-24 17:14:53

Malfunction on South Shop Smoke. I can go this afternoon to fix it

2020-11-24 17:15:11

Okay thats awesome

2020-11-24 17:15:22

Can you call the customer to let him know or do you want me too?

2020-11-24 17:15:51

Dont matter. I can just go around. Someone is always there

2020-11-24 17:16:00

Okay sounds good

2020-11-24 17:16:02

Thank you

2020-11-24 17:05:16

They are having issues with their smoke detector from us, they changed the battery but that did not seem to help. Beeps fairly loud for them in a short amount of time.

2020-11-24 17:06:03

Can anyone from support call me

2020-11-24 17:06:09

I can

2020-11-24 17:06:12

Whats your number?

2020-11-24 17:06:38

Nevermind I got it

2020-11-25 14:21:30

Any updates on these open troubles? VANHUYSEN-HARRINGTON LISA HESSENLAND RESTAURANT & HOTEL TANEJA RAVI

2020-11-25 14:34:48

I will take a look to see if there are any updates.

2020-11-25 14:36:06

I spoke with Mrs. TANEJA RAVI Last week to try and book something, She is going to call us back early Dec. Sorry I think I forgot to not that down in the ticket, will do now

2020-11-25 14:39:03

Vanhuysen - job has not been completed yet in jobber. Hessenland was completed but no notes, i closed it.

2020-11-25 15:21:22

Thanks! So just looking for Geoff and team to comment on Vanhuysen when Geoff is back.

2020-11-25 18:06:03

I was speaking with Bruce Burnham () about an issue he had reported. He has received three email notifications from about his system the last few days and when picks a response, he now gets an error saying the site is not available. Whereas prior to these three notifications when he selected a response it went to the website without problems. He just wanted to let us know what was happening.

2020-11-26 13:14:30

Vanhuysen - needs a new water sensor which is on order Hessenland - Needs a camera replaced, which we are going tomorrow afternoon to install

2020-11-26 13:32:42

There are a could Radio Not Responding emails, Teresa Gublas and Adam Hayter, do we need to go out to see these systems?

2020-11-26 16:23:22

For Rob Macmanus, TT 31904, he is getting a message on phone is saying 'system locked, installer verification required' On Panel it is saying ...'system trouble message, FTC trouble receiver' This has happened every time they get a power outage, which is fairly often A smoke alert is then sent to the monitoring station. Has got a call one night saying that his house was on fire while he was in it, but there was no fire. This has happened a few times, this lock up message has happened for the first time. He wants to get this figured out as this is unacceptable the way it is he says. I tried to change it in but I was not able to. Thanks.

2020-11-27 14:19:20

More emails about Tersa and Adam today...

2020-11-27 14:59:34

Adam has a power failure on the account give him a call to see if it’s just unplugged, if not book a trouble

2020-11-27 15:01:47

Teresa has the exact same troubles

2020-11-27 17:05:47

Thanks, I called both of them, Teresa has a trouble booked. Tina Hayter is going to check her system and get back to us

2020-11-27 18:35:18

Can Tom trouble shoot camera's at eilers on blind line on WEd? am

2020-11-27 18:35:58

Yes he can

2020-11-27 18:35:59

Yes

2020-11-27 18:36:00

idk his skill set

2020-11-27 18:36:02

ok thank you

2020-11-27 18:48:37

Not sure what this means, Malfunction (Samsung SM-N975W) indicates that this Geo-Device has not communicated with our servers

2020-11-27 18:54:40

error is coming up on customer panel

2020-11-27 18:57:32

<@U827AC2JZ> is that like the Error I was getting on my Security when my Husband upgraded to a Samsung Device?

2020-11-27 18:57:48

Its something with the Samsung Device in the settings

2020-11-27 18:58:17

so does it have anything to do with our system or there own personal device?