New HKC App SecureComm2

EletricMan

Anyone getting coms faults today just after 3pm

MickH503

https://www.boards.ie/discussion/comment/122605502#Comment_122605502

Yes, got one in past 10 mins

Tork

Yes, got one about 5 minutes ago. Neither version of the app will log in either.

KungPao

https://www.boards.ie/discussion/comment/122605502#Comment_122605502

Yes me. I currently have my panel off the wall due to some work being done, and for a sec thought oh balls a wire's come out, but then I remembered the fiasco a few months ago and I think it was that again. Panel back to solid green light now, all looking okay.

Tork

App is back working again. Hopefully this was just a blip. I still have PTSD from the night of the many bleeps

altor

They did an update for bug fixes and improvements, plus for the update to the app that is to released over the next few days but it was not meant to effect app connectivity. It did but hopefully it was just a blip.

ongarite

Thanks for the update but that we have to rely on you to provide an unofficial update is very poor. HKC PR or online presence is non existent.

kub

https://www.boards.ie/discussion/comment/122607000#Comment_122607000

Indeed fair dues to Altor.

However to be fair to HKC, we got 3 emails from them today in relation to this minor hiccup.

babelfish1990

Still getting spurious notifications from the app today (12th Sept). Sometimes I get several repeat "System Unset" or set messages in sequence. I have also got spurious "Unauthorised Entry" messages and "Tamper" messages, even though there is nothing going on. The alarm itself seems to be working fine - these problems all seem to relate to the app? I tried to get my alarm installer, but I imagine he is inundated with other calls? I tried HKC HQ, but they refuse to talk to "Members of the public" - even though I am a paying customer! I have both GSM and WiFi Communicator modules.

altor

https://www.boards.ie/discussion/comment/122607000#Comment_122607000

It is and I'm not always on here to update what's going on in the back ground but HKC are working away with improvements to the system. As an installer I got the emails also but got the calls long before I seen the emails.

Thankfully it was only an update they were waiting for and not a full scale outage.

jamesd

My wife is on version 1.0.6 of the app so new I assume update and getting false alerts yesterday and today, mine has not updated and is fine.

babelfish1990

I'm on 1.0.6 also, and getting false alerts. My installer came back to me and told me that he had got a lot of similar calls from other customers. HKC told him they there is a new version of the app that should fix the problems! When I phoned HKC, they told me everything had been fixed, and they said that they don't provide technical support to customers! I'm not sure that complies with the sale of goods act, given that I am paying them a monthly fee?

randomerz

I'm actually ready to rip the alarm off the wall in frustration. I really rely on the app to work yet the vast majority of the time it just wont connect.

Theres no way in hell I can recommend a hkc now due to this on going connectivity issue.

I see the hkc site says contact my installer for app issues but what do they have to do with the app or the server connection?!

altor

https://www.boards.ie/discussion/comment/122625885#Comment_122625885

How is the system connected to securecomm?

Is it just GSM or GSM/Wi-Fi?

randomerz

Pretty sure it's just a gsm

altor

https://www.boards.ie/discussion/comment/122626491#Comment_122626491

Depending on the network signal to the GSM it can have a big impact if the signal is low.

I would advise using a GSM extender to move the location of the GSM from the panel to another location or if Wi-Fi is available, put in a Wi-Fi card to improve the connection. Wi-Fi in most houses will be a better connection.

HKC don't install the equipment, installers do, so that is why if you ring HKC they will direct you back to the installer.

Different issue if the server was down like the last time, but that is another story.

Jonathan

https://www.boards.ie/discussion/comment/122611043#Comment_122611043

I assume they have halted the rollout as I have v1.0.5 and working perfectly. No updates available in Play Store either.

jamesd

Ya I did an uninstall and reinstall on wife's and issue sorted

babelfish1990

https://www.boards.ie/discussion/comment/122626538#Comment_122626538

I have WiFi and GSM extender on top floor of house - both signals perfect for last couple of years, and my app is still generating spurious notifications. Old app works fine.

This problem has nothing to do with my installer or installation. It is purely a software bug in the new HKC app, and it is disgraceful that they are not admitting it and giving advice to paying customers. Using the old app seems like a reasonable workaround until they fix the app.

altor

https://www.boards.ie/discussion/comment/122628314#Comment_122628314

I wouldn't imagine you have problems connecting to the system since the update if both GSM and Wi-Fi have good signal, different case of randomerz who is GSM signal only reliant.

If you did, then I would of recommended the same installation you have above.

I'm not seeing any random messages from my own system in place or had any calls re this.

I'm not saying it is not happening but I'm interested to know what is the spurious notifications you are receiving?

I agree with you with regards HKC letting paying customers know what is going on. Its majority rule unfortunately and many installers don't want to loose the connection they have with the customers who pay them direct as apposed to paying and dealing with Security And Risk direct for the service.

That in most cases is preventing HKC contact customers.

From my own stance, I would rather they did contact customers and let them know what's going on.

babelfish1990

https://www.boards.ie/discussion/comment/122630516#Comment_122630516

The Spurious notifications that I am receiving from the app include "Unauthorised Entry", "Tamper", and saying "Unset" repeatedly even after the alarm is set! My account is with HKC directly, and they get my monthly subscription. I only paid my installer for the installation work - no mohthly fee.

I am pretty sure that the Small Claims Court would not tolerate the stance taken by HKC that they don't provide support to paying customers! It's outrageous! I have generally found the alarm very reliable over the years - but I hope this isn't a sign that the UK take-over is leading to poorer service?

altor

https://www.boards.ie/discussion/comment/122631991#Comment_122631991

The reason I asked is your installer can ask HKC to look at what has been sent to your phone app from their end.

I would screen shot the log to verify what you have received.

Has this been done, and if so what did he say?

Are the notifications which you have received in the log in your app, also, time and date stamped?

I haven't seen or heard of this happening from my end as an installer, again, I'm not saying it not happening, just something I am unaware of.

Before the upgrade I did notice notifications not coming through till well after the unset of the system, but since the upgrade it has worked better than before.

If you have the 2 apps on your phone, then that will give you 2 notifications, one for each app.

Have you the 2 apps on the phone?

HeidiHeidi

I'm the opposite - my alarm has been knocked off a few times by faults, and I receive no notifications at all. Including one time I was on holiday, and my alarm was unset for nearly a week as a result. I only discovered it when I arrived back to the house.

altor

https://www.boards.ie/discussion/comment/122633584#Comment_122633584

Can you explain more please.

You don't have remote access to the alarm, or just don't receive notifications?

When you say it was off for a week, who turned it off?

HeidiHeidi

I do have remote access, but don't look at the app while I'm on holidays, wouldn't even occur to me (although it might now).

I came home after a 2 week holiday to find the control pad reporting a fault that had occurred a week earlier, but I had never been notified. The alarm was unset.

altor

https://www.boards.ie/discussion/comment/122634440#Comment_122634440

The server was down so nobody got any notifications.

If the alarm was set when going on your holidays, who unset it?

The fault would not of unset the alarm system?

HeidiHeidi

Nobody unset it, but I'm 99.9% sure that it was unset when I got home.

altor

https://www.boards.ie/discussion/comment/122634489#Comment_122634489

The system would not unset itself. If you can check the log this will tell you the time and date of the last set and unset on the day you set it.

If it is gone beyond the 100 events in the user log I would advise asking your installer to pull the log from the panel and hopefully it will be in that.

Ger406

Is anyone having issues with alarm alerts audio on samsung only. Same account working OK on I phone and gives audio alert on alarm activation. On Samsung just get the pop up but no sound

Have checked all audio permissions allowed. hkc app battery usage set to unrestricted. Reinstalled app. GSM wi fi firmware up to date. It is the same on a 2nd samsung phone I tried

altor

https://www.boards.ie/discussion/comment/122634859#Comment_122634859

I have a Samsung myself and its working fine, tried it on an older phone also and working.

App version, 1.0.7

Is the notification volume on, on the phone?

If you go into the app settings, in the app. Is application Audio turned on?

Also, if you go into the Audio Notifications in the app setting, in the app and change any setting, do you hear it talking to you?