I’ve had 3 firmware updates for my Pro panel in the last month. None ever work through the cloud so I remove the board and flash it from my PC. All seem to go fine but everytime I lose all comumication to my devices from the Konnected app after powering back up with the interface boards. Getting very frustrated with this software, seems all experimental. Can not determine how I get commumications back but many reboots and just waiting days, comms come back. Anybody else have this problem?
Funny that you just wrote this, because I am having the same (or very similar) problem. I just came across your post while attempting to troubleshoot and look for help.
I cannot seem to update anything via ethernet/wi-fi. The only success with firmware updates has been PC-flashing.
I just bought the pro panel for a new install and was at the point where everything was actually working. Then I tried to add a new zone for a motion sensor and it will not let me install the new firmware update through the settings. I did a new build, but when I select “Update Now” I get the following message “Failed to download firmware from the cloud”.
[using Konnected App and SmartThings]
Yes, I think its because it is not connected to WiFi, I have never been able to connect by WiFi, only CAT 5 cable, so I remove the panel and flash through my PC. Do the build , wait for firmware Email and flash then even with CAT 5 pluged in I have no comms. Have not figured out the problem. I have spent days tring to get the Pro to work on my Smartthings app. Was making progress but now I have no Comms. I told myself I will not update but it seems the app makes you do it. Wish someone would figure this out.
I’m showing update available but the app says “Status: Unreachable”. It’s still working… does that mean I need to flash it with the PC?
Yes if an update is available. Are your devices communicating.
After my update my devices show off line.
I performed the manual flash with the PC, now nothing works & its still unreachable per the Konnected app.
Thats what i am experiencing. This has happened the last 2 firmware updates i did. After a day all was normal, but i am now 2 days after update and stll not connecting. Monday i plan to contact support. Dont want to spend my sunday dealing with it. Bottom line not impressed with the software.
What hub are you using? I just fixed mine by rebooting the pro board through my hubitat app. I also confirmed that the firmware version is up to date (1.1.2). I think this is a phone app issue not a board issue.
Hi @Ron_D,
Sorry to hear that you’re frustrated. I looked into your account and I can see that your device is indeed online as of last night, so you’re doing something right.
One source of confusion I think is that we have transitioned to a newer/updated firmware platform this year, and it looks like you have switched between the two firmwares on your Alarm Panel Pro in the last few days. They’re not cross-compatible with each other, and when you switch it’s like starting over from new, so I suspect that’s led to some confusion.
I highly recommend using our new platform built on ESPHome … which appears to be the one you currently have connected. The original “konnected” firmware will not receive future feature updates.
You will need to set up the zones again on your device using the Konnected app. Tap on your device > Settings > Zone settings and define your zones there. Then go back, tap Save & Continue, Build now, then Update now to install the firmware over wirelessly. This should work and only take 30 seconds or so, but in some cases some networks have presented some challenges with the over-the-air update. If that’s the case, please post a screenshot here so we can help debug.
Once you’ve done that, you should see the devices come back online in SmartThings.
Hi Nate,
As I am experiencing a similar problem, I am going to take you directions and essentially try the same thing. I will hold the reboot button for 10+ seconds to perform a factory reset (I think), then I will re-flash the device with the ESPHome firmware and setup the zones again. If I have issues with the Build and Update, I will post those results.
Thanks
There’s no need to do a factory reset first. Re-flashing the firmware effectively does that.
I figured as much, as the warning does say it erases all data, but I wanted to make sure I had a fresh slate just in case.
I was successful with the ESPHome Flashing from PC, but when attempting to build and update to reset the zones I am getting the same error message “Failed to download firmware from the cloud”. The IP address pulls up fine and there is now a checkmark in the My Devices list. (Sorry to hijack Ron’s thread. I can start a new one if that is preferred)
*The blue status light on the board is continuously slowly flashing
Thank you for the screenshot. This looks like an app error. We will check into it ASAP.
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@Chris_G please give this another try (you do not have to build everything again, just tap Update Now).
It looks like in a recent app update, something changed regarding the security settings on Android to access our cloud firmware builds, and I just made a corresponding change on our cloud service that I think should fix it. It just worked perfectly for me. Let me know.
It worked perfectly. I’m back in business now.
Thanks for your support Nate, especially on a Sunday. I will leave a positive review on Amazon (where I purchased it) and will mention the technical support. 
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Thank you @Chris_G. Amazon reviews do help a lot, so I appreciate it!
@Ron_D are you using Android as well? if so, this may be the same issue you were experiencing with updates from the app. Should be solved now.
I’m having the same issues but nothing I do will bring the board back up.
It’s connected to my router, I can ping the board and I can see its webpage on port 9123. I did a firmware update using the browser method and a PC and the firmware is now up to date.
The Konnected app will not find the board on the network. I’ve tried scanning and adding it by its IP address.
Needless to say SmartThings says all the doors and windows are offline so I have no burglar alarm now!! Help!
Many thanks and sorry if I’m hijacking someone else’s thread but it describes my issue exactly.
@gkelsallkonnecteu Not the same issue. Port 9123 is used by our original/legacy firmware for the Alarm Panel Pro, and the issue discussed here was related to the newer firmware platform.
That said, we have heard a few reports of legacy firmware devices not showing online in the app since the latest app update. We are looking into this ASAP.
This is what I am receiving now.
Andy told me to reserve an IP address which I made 192.168.1.129 port 9123. Not correct?
