Resideo LTE-CFA, LTE-CFV, HWF2A-COM, HWF2V-COM Communicators - Technical Notification #49

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Technical Notification #49
Tech
nical Notification #049
8/20/20
Technical Update
s Directly

Subject:
Communication Failures
Product:

HWF2A-COM
,
HWF2V-COM
, LTE-CFA & LTE-CFV
Communicators
August 2020
Dea r Value d Customer,
The purpose of this communication is
to alert you of an issue Resideo Technologies
recently
discovered a
software
anomaly
in the
HWF2A-COM, HWF2V-COM, LTE-CFA & LTE-CFV
Communicators
. The anomaly
may cause a communications
failure in an extremely
limited case

when the
radio attempts
to communicate
a message
during a time of poor signal strength
from
the LTE tower. In these certain limited cases,
a hard reset of the
radio may be required to
restore communications.
Please follow the troubleshooting
steps below if your central station reports an E359 or R359
communications
failure on a
HWF2A-COM, HWF2V-COM, LTE-CFA & LTE-CFV Communicators
.
HWF2-COM
& LTE-CF
Series Communication Failure Troubleshooting:
Confirm your radio is still experiencing
communications
failure by using one of the following
three methods:
1.
Check communicator status through
AlarmNet 360™
2.
Contact Technical Support (see phone numbers listed below)
3.
Contact your Central Station to determine if they have received a communication failure
restoral message
•
If your radio is still experiencing communications failure, go to the site to power-cycle
the communicator.
•
After the initial power up, confirm the minimum signal strength has at least one yellow
and one green LED.
- -If the signal strength is not sufficient, install an external antenna (part no. CELL-
ANT3DB).
•
If the radio goes into communication failure again, contact Technical Support
for
additional instructions.
Technical Support Phone Numbers:
800-866-1456
800-627-3473
800-606-1983
800-446-6444
•
Farenhyt
•
Fire-Lite Alarms
•
Gamewell-FCI
•
Silent Knight
•
Notifier
•
Resideo
(LTE-CF
A or LTE-CFV
communicators)
800-289-3473
800-
645-7492 T
echnical Notification #049
8/20/20
W
e apologize for any inconvenience and appreciate your cooperation and understanding while
we work to resolve this issue. We will share additional information as soon a resolution is
available.
Sincerely,
Brandon Dahlstedt
Product Manager
Resideo Technologies, Inc.