V2 GSM - entering remote control menu

[MikeJ]

Hi All,

I have a Pyronix V2 GSM dialler. Previously I could dial into the V2, enter the User Code, then enter the remote control menu. I have not changed any settings, but the User Code is now not being accepted when dialing in (the system voice just requests multiple times for a User Code to be entered, then it times out).

I have checked:
  - The User Code still works when entered directly into the V2 using the keypad.
  - Status SMS messages are still responded to in the normal manner.

Any suggestions as to what the problem may be?

Many thanks in advance

Mike

[Secware_Tech6]

Hi Mike

How are you dialling in, from a mobile or a landline?

[MikeJ]

Hi Secware_Tech6,  I've tried both a mobile and landline. The V2 shows five signal bars (maximum).

[Secware_Tech6]

I'd expect success with a mobile less so a land-line. Mobile on same network? 

[MikeJ]

Hi Secware_Tech6, thanks for the reply. This problem is really frustrating me as I cannot see why it is happening. Some facts:

• Remote access was working until a few weeks ago. I had not changed anything when it then stopped working.
• Test message are still responded to in the usual way. I.e. both STATUS and INPUT 1 still receive a response.
• If the alarm is triggered the dialler does dial out, and pressing '5' appeared to acknowledge the call. I need to do it again to check, but it does appear to be 'listening' to tones.
• I haven't yet tried pressing 9 after pressing 5 to enter the remote control menu after alarm activated, but will do. This should tell me whether it is not accepting the User Code, or not listening to tones.
• The User Code does work when directly entered into the keypad on the dialler. I have tried changing the User Code, but it made no difference.
• I have checked that 'Remote Access' is enabled in settings
• I have tried calling from two mobiles on separate networks (Vodafone and Tesco/O2). No difference.
• The dialler has a Global M2M sim - multi-network so it may have changed network? Do you think that if it moved to a different network it may have caused this problem?

Thanks, Mike

[Secware_Tech6]

No I doubt its a network thing, there are issues and the team are seeing more with the pstn changes happening that's why I wondered if it was via an old line. Have you tried a payg sim on your network to test its not that that's the issue. Roaming sims are normally used for data not voice as I've never tested voice myself. 

[MikeJ]

Hi Secware_Tech6,

I have triggered alarm. Once alarm call acknowledged, I could then press 9 and enter the menu, and then move around the menu using key presses. So the V2 is receiving tones okay.

Therefore I have narrowed the problem down to specifically entering the User Code - it works when entered directly via the keypad, but not when entered over the phone.

I am out of ideas why this could be. Have you ever heard of this problem before?

Thanks,

Mike

[Secware_Tech6]

No only on pstn lines.  M2M sims dont tend to do voice so this could be an issue. Can you put a standard paygo sim in to test

[SimonM]

I have the exact same problem. It worked absolutely fine, then I did a factory reset, and ever since then I have been unable to access the user menu when dialling in, but pressing 9 after confirmation works. I haven't yet found a solution.