ELK-7TS Issues typing code

[Bradley Wallace]

We just had a new system installed with an ELK-7TS as a keypad, and the keypad keeps failing to register key “presses” for the alarm code causing the incorrect code to be put in and then a panic to try to clear the code and start from scratch. The screen actually shows the correct number being “pressed” by changing to a dark gray but doesn’t actually register the “press” with a *. The only thing we’ve found that helps is to type the code very slowly with a forceful press on each number and make sure the * registers on the screen for each “press”.  Is anyone else having issues like this? I’m about at the point of getting rid of the touchscreen for a standard keypad.

Anyone have any other solutions to fix the issue?

[Bradley Wallace]

As an update to this, we had our ELK-7TS replaced with a brand new one as our dealer confirmed it wasn’t registering touch correctly. The touch on the new one doesn’t work either. We will sometimes have to type a number in the code 4-5 times for the touchscreen to recognize it. In addition to the touch issues, we get a connection pop-up every few days that requires re-connection and there is a static before and after every audio request such as a chime. These keypads should never have been released. We will likely just replace this with a standard keypad at this point. It’s very disappointing.

[Brad Weeks]

Is the 7TS communicating via WiFi or is it hardwired to the Local Area Network? What is the network interface the M1XEP or the C1M1? Did your Installer confirm the 7TS was running the latest Firmware as well as the M1 was running the latest Firmware?

[Bradley Wallace]

It is hard wired to the LAN. Using a C1M1. Everything, including the 7TS, is on the latest firmware.

[Michael Burrell]

Bradley,

We’ve done some testing on various screens here at the office and I can see what you’re referencing. It appears that, at random, a button press is not being acknowledged by the application. The screen itself registers the touch, but the application doesn’t respond to the press. As you noted, the button darkens as though it was pressed.

From our testing across several different network setups and screens, this behavior isn’t consistent across all configurations, but we were able to recreate it.

I’ve reported this issue to our app development team with the relevant information so they can work on addressing it. Hopefully, we can report back soon with an update to resolve the problem.

I apologize that this wasn’t caught during earlier testing. I personally tested for screen responsiveness, but it seems that recent updates may have triggered this unexpected behavior.

We’ll keep this thread updated as soon as we have more information to share.

[Michael Burrell]

Bradley,

I have conducted additional testing around the “static” sound your referring to. I am aware of the noise as we heard early on before we finalized the sounds in the devices. That said, we have not been able to recreate it in our test unit. I have configured the sound settings in every different configuration to see if we can cause this to start and have not been successful in doing so. Is there any additional information you can provide on the sound issue. You stated it happens on chime notifications, do you also hear on it on exit or entry tones?

Any additional information that you can provide would be greatly appreciated. If we can recreate it, I am provide engineering with the information needed to address the issue. Please review your display settings, let me know what you have set for Volume Settings, Brightness Settings.

Also do you have Chime, Voice, or Chime/Voice enabled?

[Michael Burrell]

Bradley,

We worked with the app engineers, and they have addressed the button response issue you reported. I tested it this morning, and it appears to be much more responsive to button presses. We will release this new firmware to all screens once we’ve fully tested it internally. However, I’m happy to let you test it now to see if you notice an improvement. To do this, I’ll need the serial number of your screen, which can be found on the “About” page of the app. Once you provide the serial number, I’ll publish the update for you, and you can update it from the installer settings page (assuming you have access to that area of the touchscreen).

We are still investigating the sound issue you reported. Although we haven’t been able to reproduce it during our testing, I’m setting up some new configurations in an effort to find the right combination that triggers it. Any additional information you can provide would be greatly appreciated.

Thanks,
Mike

[Bradley Wallace]

Mike,

Thank you so much for reaching out. I am glad you have been able to recreate the issue and would be happy to test out any updates. I’ve emailed you the serial number along with a video of the static sounds.  The touchpanel has the static sounds whenever it requests audio. It even does it when you change the volume in the volume settings.  It does it at Entry and exit beeps, chimes etc.  For the volume settings, they are all set to around 30%, screen locking sounds is off, charging sounds and vibration is off and touch sounds is off.  Brightness level is at 46% Screen Timeout is never and adaptive brighteness is off. We typicall have it on Chime, but it does it on Chime but it does it on Voice as well. Please let me know if you need any other info.

Again I greatly appreciate you taking the time to solve these issues!

-Bradley

[Michael Burrell]

Bradley,

I have published the update to your device. Let me know if you do not get it. Please test the sound on device after the update as well and see if this helps at all. We ran into this issue early on in the creation of the touchscreen and it was resolved in a firmware release way back. I am not sure why this device is experiencing it and ours test units are not. I will keep the engineering team digging into this.

Thanks again,

Mike

[Bradley Wallace]

Mike,

The update has been downloaded to the touchscreen. The sound issue remains after the update. It will take a few days to test the responsiveness issue. I will let you know the results after testing that further. Thanks again.

-Bradley

 

[Bradley Wallace]

We have had no issues with typing our code since the update, so it appears at this time that the update corrects that problem. Thank you.

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