Error Code 11008

[Terry Phillips]

<p dir=”ltr” data-pm-slice=”1 1 []”>Dear Support Team,</p>
<p dir=”ltr”>I am experiencing an issue with my Elk M1 security system, which is stuck in AWAY mode and cannot be changed to READY. When attempting to disarm the system via the ElkLink app, I receive the error: “Failed to Set Area to Disarm, Error Code 11008.” Similarly, when using the touchscreen, the error displayed is “POJO 11008 No Authorization.”</p>
<p dir=”ltr”>I have tried powering down the Elk E27 control panel and the touchscreens, but this did not resolve the issue.  Any guidance on troubleshooting or configuration changes would be appreciated.</p>
<p dir=”ltr”>Thank you,</p>

[Terry Phillips]

No clue why that did the above:

Dear Support Team,

I’m experiencing an issue with the Elk E27 security system, which is stuck in AWAY mode and can’t be changed to READY. When attempting to disarm the system via the APP, I received the error: “Failed to set area to disarm, Error code 11008. Similarly, the same occurs when trying to use touchscreen, The ERROR displays “POJO 11008 no Authorization.

I have tried powering down the Elk E27 control panel and the touchscreens, but this did not resolve the issue.  Any guidance on troubleshooting or configuration changes would be appreciated.

Thanks,

T.P.

[Brad Weeks]

Please make sure you are entering a Valid Arm/Disarm code and not the Installer Code

[Terry Phillips]

Validated the passcode. However, if the incorrect passcode is used, I noticed a different error message appears. Error code:11004.

[Michael Burrell]

Terry,

Can you please provide the firmware of the E27 as well as the version of the AE Touch Screen application. The E27 firmware can be located via the mobile app, navigate to the system settings page and click the blue i at the top of the page. You can find the application version of the AE Touch Screen on the about page. Once we confirm this information we can narrow down the issue.

To elaborate on Brads response, the system can disarmed with the Installer PIN, but only if it was armed with the Installer PIN. If the system was armed via the Master PIN or any other PIN, the error would result in a no authorization error as the Installer PIN is valid, but not authorized to disarm when armed by another user. This also includes single key arming.

Thanks – Mike

 

[Terry Phillips]

Good Morning Mike,

 

Hope you had a great 4th!!
I had verified that both touchscreens were on the same Area. (Main House) Also checked this via Application.

Elk E27 Firmware version: is .5.65

Touch screen version: 0.13.040

Code: The code is a commonly used 4 digit code throughout the home. The alarm was set by the Touchscreen the night before and next morning wouldn’t disarm.

 

[Michael Burrell]

Terry,

Can you please email me directly at *** or you send me a text message to my desk at ***, I would like to move the conversation to private. I want to dig in deeper here, but I do not want to document any sensitive information.

Thanks,

Mike

[Michael Burrell]

I spoke with Terry and we got the issue resolved.

To explain the issue in more detail for anyone else who might experience this: this situation mostly applies to installers who are using the system for personal use or testing arming/disarming functionality.

In the system, there are PINs with associated authority levels—such as Installer, Master, and others. These authority levels are determined by the user groups. The Installer User Group is not configurable, and the Master User Group has only limited configuration options. A PIN’s capabilities are determined by the permissions defined in the user group it belongs to.

As a safety precaution, the Installer PIN cannot disarm a system that was armed by any other user. If the Installer arms the system, the Installer PIN can disarm it. However, if a different user arms the system, the Installer PIN cannot disarm it.

This can lead to some confusion, especially when using the “Single Key” arming option that does not require a PIN. In these cases, the system assumes a user armed it. This assumption applies to both the Keypad and Touch Screen, since anyone could walk up to these interfaces and arm the system. However, with the mobile app, the system knows whether the installer or a user is logged in, so it can attribute the arming action appropriately. Therefore, if the system is armed from the mobile app by the installer using single key, the Installer PIN can disarm it.

In this particular case, the system was armed from the Touch Screen, Keypad, or Keyfob remote (gets assigned to a USER)—so the Installer PIN was not permitted to disarm it.

[Terry Phillips]

Thank you for your support!!!

 

T.P.

[Author]

Posts