Elk App Does not work

[Roberto Tokici]

Recently my elk connect app has stopped working. It is stuck on a blank screen with an arrow to go back. See pic attached. Once I hit back it usually reconnects to another system once i hit disconnect form the blank current one. This time it just goes back to this screen with no options of any other systems. I had to uninstall the app and reinstall it. This app is beyond infuriating. It is almost useless, It takes too much tome to connect, has a glitch that keeps going to zone 1 to program when you press the next zone too quickly. The clients that we offer the app to, cannot figure out how to configure it because we do not have access to their email, they do not even use because its too cumbersome to arm and disarm and we cannot test notifications because we cannot do it on our own app to test and hand it over to them. It would be great to have the alarm.com option until this is figured out.

 

[Michael Burrell]

Roberto,

I apologize that you are having a frustrating experience. What you are experiencing with the back arrow and the endless loop feeling is, I believe, related to a bug in the Android application. I assume you are using Android.

We have an update to both the Android and iOS apps that will essentially refactor the way the apps function internally, address a number of bugs, greatly improve stability, and add many new features. The user interfaces will be slightly different but, for the most part, will remain familiar. The changes are mainly focused on how the apps communicate with the control and the back end servers. This will allow us to all but eliminate load time by syncing a copy of the system to the application on the first connection. Your experience will be about a 30 second sync on the first login after installation, but every login after that should feel close to instant. We expect to release this close to first of the year.

In reference to your clients figuring out the apps, can you please add more context there. I want to be sure we address it, but I would like to better understand. Currently, to see your customer experience with the mobile app, you can connect with your login information but use the PIN the customer uses. This drives the app behavior. If you are referring to the web portal, we intentionally made the user side private so that only the user has access. As admins, we are restricted as well. Please elaborate on the things you need to assist them with, and we will explore whether we can provide what is needed.

For notifications, I am working with our web developers to give dealers the ability to enable or disable user notifications as well. We have started by adding the ability for dealers to enable notifications for themselves on any of their systems. I do not see why we cannot incorporate customer level notification management as well. I will note that for the engineers. I can also add you to a beta group if you would like to preview these updates, some of these are working currently just not ready to release as of yet. We also have remote control firmware updates from the web portal in the works, and you would get access to that as part of the beta preview on ElkConnect.com.

There is a new universal Alarm.com offering that works by using their LX30B Q50TU communicator with our AEXDD dialer module on the E27. You get basic customer side Alarm.com app control and notifications as well as cellular backup on the system. Alarm.com service fees apply. Just note that you are not able to configure through this module, but you can still utilize the dealer ElkConnect app via IP without a monthly cost from ELK. If you are interested in more information on how to implement this unit, we can provide details. We have just completed testing with Alarm.com and they are adding it to their tech support documentation. We are doing the same.

I appreciate the candid feedback. We strive to provide a solid, dependable product, and I assure you we are listening and actively working to improve the items you have listed.

Thanks,
Mike

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