Guide & FAQ
This guide helps you diagnose and resolve common issues with CallOnAlarm. Problems are organized by category for easy navigation.
Quick Diagnosis
Before diving into specific issues, check these common causes:
No events in dashboard
Account number, server address, firewall
Events logged but no calls
Connection inactive, no delay rule applied, no contacts
Calls not received
Phone blocked the number, contact phone off
Credits depleting fast
Multiple retries on alarm panel, excessive technical emails
1. Connection Issues
No Events Appearing in Dashboard
Possible causes and solutions:
Wrong account number
Verify the account number in your device matches the one shown in your connection's Connection Key section
Wrong server address
Use sia.callonalarm.io (not callonalarm.io or other variations)
Wrong port
Use TCP port 5001 for SIA protocol
Encryption enabled
Disable encryption in your alarm panel — CallOnAlarm does not currently support encrypted connections for SIA on TCP
Firewall blocking
Ensure outbound TCP port 5001 is allowed on your network
Device not configured
Verify monitoring/ARC reporting is enabled on your alarm panel
How to test:
Connection Timeout
Symptoms: Your alarm panel shows "communication failure" or "ARC unreachable"
Network instability
Check your internet connection
DNS resolution failure
Use Google DNS (8.8.8.8)
ISP blocking port 5001
Contact your ISP or use a different network to test
Same Event Appears Multiple Times
Symptoms: A single alarm trigger creates 2, 3, or more identical entries in the logs
Panel not processing ACK correctly
Set transmission retries to 1 in your panel settings
Manufacturer-specific ACK handling
Some panels have unique protocols — reduce retry attempts
Network packet loss
ACK may be lost in transit — reducing retries prevents duplicates
Although safeguards prevent concurrent alert procedures until one is acknowledged, please note that increasing the volume of calls and procedures will accelerate credit consumption.
IP Banned by CallOnAlarm
Symptoms: Connection refused, no communication possible
CallOnAlarm has server-side protections against abuse. Your IP may be temporarily banned if:
Buffer Overflow
Message and buffer length checks.
6 hours
Check your implementation — messages should be ~100 bytes
Invalid Messages
Message integrity checks.
1 hour
Verify CRC calculation and message framing (LF...CR)
Rapid successive connections and reconnections.
Monitoring reconnection frequency and causes.
1 hour
Implement proper connection handling with backoff
Recovery:
Bans are automatically lifted after the duration expires
Fix your implementation before reconnecting
A valid message resets the error counter
2. Event Processing Issues
Events Logged but Unrecognized Code
Symptoms: Event appears with raw code instead of description (e.g., "XY" instead of "BURGLARY ALARM")
Manufacturer-specific code
The code is still logged and processed — it may be a proprietary extension
Non-SIA compliant panel
Verify your panel supports SIA DC-09 protocol
Unrecognized codes are still logged. On Pro plan and above, you can add custom codes to your delay rule to process them.
Events Logged but Wrong Zone/User Number
Symptoms: Zone shows as "0000" or unexpected values
Panel configuration
Some panels require zone mapping configuration
Different data format
Zone field may contain user ID for arm/disarm events (this is normal)
3. Phone Call Issues
No Phone Calls When Events Are Received
Check these items in order:
Step: Is your connection active?
Go to your connection settings and verify Alert Calling Procedure is set to Active.
Inactive
Events logged, NO calls or emails
Active
Events trigger calls and emails
Step: Is a delay rule applied?
Check the Delay Rule Configuration section in your connection. If it shows "No delay rule applied", you must:
Step: Is the event code configured to trigger a call?
In your delay rule, verify the received code is set to Delayed or Instant (not "None").
Step: Do you have contacts configured?
Check the Contacts section in your connection. You need at least one active contact.
Step: Do you have sufficient credits?
Check your credit balance. Each call consumes 2 credits. If credits are exhausted, no calls will be made.
Calls Triggered but Not Received
Symptoms: Dashboard shows call was made, but phone didn't ring
Anti-spam app blocking
Add CallOnAlarm number to trusted contacts
Phone in Do Not Disturb
Add CallOnAlarm number to allowed callers
Carrier blocking
Some carriers block unknown international numbers — contact carrier
Wrong phone number
Verify the phone number format (include country code: +33612345678)
Phone turned off
Ensure contact's phone is powered on and has signal
After your first real call, save the caller number to your contacts and share it with all registered contacts so they can do the same.
Call Received but No Voice Message
Symptoms: Phone rings but silence or immediate hangup
Poor network quality
The voice message requires stable connection
Phone answering too quickly
Some systems need a moment to connect the audio
VoIP/virtual number issues
Some VoIP numbers have compatibility issues
Delayed Calls Not Being Cancelled
Symptoms: You disarm your system but still receive a call
Cancel codes not configured
Verify your delay rule has cancel codes (OP, OR, etc.) checked
Wrong cancel code sent
Your panel may use a different disarm code — check events log
Disarm after delay expired
If you disarm after the delay period, the call is already initiated
4. Credit Issues
Credits Depleting Too Fast
Multiple transmission retries
Set retries to 1 in your alarm panel
Duplicate events
Check for the "same event multiple times" issue above
Frequent false alarms
Adjust sensor sensitivity or delay time
Excessive technical emails
Reduce technical codes in your delay rule
Reminder: Calls consume 2 credits, as does sending 10 technical emails.
How to Check Credit Balance:
Credits are automatically reset to 100% on your subscription renewal date. You can top up your credit balance at any time under Connection > Billing > Subscription.
5. Configuration Issues
Cannot Apply Delay Rule
Symptoms: Dropdown is empty or rule doesn't apply
No rules created
Go to Delay Rules and create a rule first
Rule not saved
Ensure you clicked Save Rule after configuration
If a newly created Rule does not appear in the connection page list, please refresh your page.
Contacts Not Receiving Calls in Expected Order
Symptoms: Wrong person called first
Priority order
Contacts are called in the order they appear in the list
Reorder contacts
Use arrows to change the call sequence
Technical Emails Not Being Sent
Connection inactive
Technical emails require the connection to be Active
No technical contact
Configure an email in Advanced Settings > Technical Contact
Code not set to Technical
Verify the code has "Technical" checked in your delay rule
Not enough credits
Check your credits balance.
6. Account & Dashboard Issues
Cannot Log In
Wrong email/password
Use the password reset function
Email not verified
Check your inbox (and spam) for verification email
Account locked
Contact [email protected]
Dashboard Shows Wrong Data
Browser cache
Clear your browser cache or try incognito mode
Multiple tabs
Close other CallOnAlarm tabs and refresh
Sync delay
Wait a few seconds and click Refresh
7. API Issues
API Returns 401 Unauthorized
Invalid API key
Lost your API key or forgot to copy it during creation? Simply create a new one to replace it.
Wrong header format
Use Authorization: Bearer YOUR_API_KEY
Please note that API keys do not expire. We recommend managing your own rotation policy, especially since you can create an unlimited number of keys.
API Returns 429 Too Many Requests
Rate limit exceeded
Reduce request frequency
Implement backoff
Wait and retry with exponential backoff
API Alert Not Triggering Calls
Same checks as "No Phone Calls When Events Are Received" above:
8. Alarm Panel Configuration Issues
Common configuration issues across all alarm panel brands:
Connection not established
Wrong server address
Use exactly sia.callonalarm.io
Connection not established
Wrong port
Use port 5001
Connection not established
Encryption enabled
Disable encryption/TLS
Connection not established
Protocol mismatch
Select SIA or SIA-DCS protocol
Events not appearing
Wrong account number
Please copy the account number exactly as displayed in the connection settings (case-sensitive).
Events not appearing
Monitoring not enabled
Enable "Report to ARC" or "Monitoring Station"
Connection drops frequently
Heartbeat too frequent
Set heartbeat interval between 30-60 seconds (if configurable)
Multiple duplicate events
Too many retries
Set transmission retry count to 1
URI format error
Wrong URI syntax
Use format ip://[email protected]:5001/SIA (for panels requiring URI)
Tip: Refer to the SIA DC-09 Alarm Panels Configuration guide for detailed setup instructions.
Diagnostic Checklist
Use this checklist to systematically diagnose issues:
Connection Not Working
Events Received but No Calls
Calls Made but Not Received
FAQ
General Questions
How many credits does a call use?
Each call consumes 2 credits, regardless of duration or whether the call is answered.
What happens when I run out of credits?
Events will still be logged, but no phone calls will be triggered. You'll receive email notifications when credits are low.
Can I test without triggering real calls?
Yes, keep your connection Inactive during testing. Events will be logged but no calls or emails will be sent.
What number will call me?
The caller number varies depending on your geographic region. After activation, trigger a test alert and save the number that calls you.
Can multiple connections share the same contacts?
No, contacts are configured per connection. You'll need to add contacts to each connection separately.
Can I use the same delay rule for multiple connections?
Yes, a single delay rule can be applied to multiple connections.
Technical Questions
What protocol does CallOnAlarm use?
CallOnAlarm relies on the HTTP(S) protocol for API access and uses TCP on port 5001 for the SIA DC-09 protocol, as implemented by alarm control panels.
How long can a call last?
Calls have a maximum duration limit. If the recipient doesn't acknowledge within this time, the system moves to the next contact.
What does "acknowledge" mean?
During the call, a voice message will ask the recipient to press a specific key on their phone. Only pressing this key will acknowledge the alert and stop the calling sequence.
Can I customize the voice message?
Yes, on Pro plan and above, you can even customize the call prefix (requires Business plan) message in your connection's Advanced Settings.
Billing Questions
How does billing work?
Connections are billed annually. You receive your full credit allocation upfront when you purchase, renew or recharge.
Can I upgrade my plan?
You may recharge your plan at any time. Should you require the features offered by higher-tier plans, we invite you to obtain a new connection under the plan that best suits your needs.
What happens if I delete a connection?
The connection is deactivated and removed from your dashboard. Historical data (logs, invoices) is preserved for compliance purposes. Remaining credits are not refunded.
Why and how are technical emails billed ?
Technical emails are billed at a rate of 2 credits per 10 messages sent. This pricing model is based on two key factors:
Reliability & Deliverability: We partner with industry-leading email service providers to guarantee that your technical alerts reach your inbox without delay.
System Optimization: This billing structure encourages a targeted configuration of your alerts. By selecting only high-priority events, you avoid "notification fatigue" and ensure that critical technical updates receive the attention they deserve.
What happens to remaining credits when I renew or recharge?
Remaining credits are not carried over. Upon renewal or recharge, your credit balance is reset to the full allocation of your plan.
Still Need Help?
Contact Support
Email [email protected] with:
Your account email
Connection account number
Description of the issue
Screenshots if relevant
We typically respond within 24 hours on business days.
Last updated: January 2026
Last updated