How to Handle an AC Failure on Your 2GIG Edge Panel

Common Terms

Understanding these terms will help you with this guide.

GC Edge Panel / Keypad

Your 2GIG security system's main control unit with a touchscreen interface.

AC Failure

An error condition indicating the panel is no longer receiving power from its main power adapter and is running on its internal backup battery.

Main Power Adapter (Transformer)

The power cord that plugs into a wall outlet to provide primary electrical power to your panel.

Backup Battery

The internal rechargeable battery used to power the system temporarily in case of a loss of main power, such as during a power outage.

Reboot

The process of restarting the panel's operating system using the software menu, which can sometimes clear erroneous alerts after an issue has been resolved.

Outlet

The electrical socket in your wall where the main power adapter is plugged in.

Breaker Box

Your home's main electrical panel that contains circuit breakers for all the electrical outlets and fixtures.

Understanding an "AC Failure" Alert

Learn what this alert means and what causes it.

An "AC Failure" alert means your GC Edge panel has lost connection to its primary power source—the electrical outlet—and is now running on its limited internal backup battery. This is important because while the backup battery keeps your system operational during short power interruptions, it will eventually deplete, causing the panel to shut down entirely.

Common causes for this error include a neighborhood power outage, a tripped circuit breaker in your home, or the panel's power adapter being unplugged or faulty.

Troubleshooting the "AC Failure" Alert

Follow this step-by-step decision guide to diagnose and resolve the error.

1. Check if the panel has power from its backup battery.

   • Touch the screen of your panel. Does the screen turn on?
     • Yes: This means the backup battery is working. Proceed to step 2.
     • No: The panel has no power from AC or its battery. Proceed to step 6 to check the physical power connections.

2. Check for a recent power outage.

   • Have you had a recent power outage in your area?
     • Yes: Proceed to step 3.
     • No: Proceed to step 5.

3. Determine if the power is restored.

   • Is the power back on in your home?
     • Yes: Proceed to step 5.
     • No: Proceed to step 4.

4. Wait for power to be restored.

   • You will need to wait for your utility company to resolve the power outage. After power is restored, you may see a "Panel Low Battery" error. This is normal and should clear within about 24 hours as the battery recharges.

5. Reboot the panel to clear the error.

   • Sometimes the panel needs to be rebooted to clear a latched error message after power is restored. To reboot the panel, tap the 2GIG logo in the top right corner of the home screen, tap “System Info”, then select the “Reboot” option. After the panel reboots, does the AC Failure error clear?
     • Yes: Proceed to step 12.
     • No: Proceed to step 6.

6. Locate the panel's main power adapter.

   • This will be located in an outlet near the panel, or it may be in a nearby closet. Once you have found the power adapter, is it fully plugged into the outlet?
     • Yes: Proceed to step 8.
     • No: Proceed to step 7.

7. Secure the power adapter.

   • Plug the adapter fully into the outlet. Is the AC Failure error cleared?
     • Yes: Proceed to step 12.
     • No: Proceed to step 8.

8. Test the electrical outlet.

   • Unplug the panel's adapter and plug a different device into the same outlet, such as a fan or phone charger. Does the other device power up?
     • Yes: The outlet works, but the panel's power adapter may be faulty. Proceed to step 9.
     • No: The outlet is not providing power. Proceed to step 10.

9. Contact support for a potential hardware issue.

   • The issue is likely with the panel's power adapter. Please proceed to the Further Assistance section to contact an agent for more help.

10. Check your home's circuit breaker box.

    • Locate the breaker box in your home to see if any breakers have flipped to the OFF position. If so, flip them firmly back to the ON position. Is the AC Failure issue cleared?
      • Yes: Proceed to step 12.
      • No: Proceed to step 11.

11. Identify the faulty outlet.

    • If the breaker is on but the outlet still has no power, the outlet itself may be faulty and will likely need an electrician to repair. Please proceed to the Further Assistance section to let an agent know the diagnosis.

12. The issue is resolved.

    • Your panel's AC power has been restored. The process is complete.

Further Assistance

How to get more help if the AC Failure alert persists.

If you have followed these troubleshooting steps and are still unable to resolve the "AC Failure" alert, our support team can provide further assistance. This may indicate an issue with your panel's power adapter or other hardware that needs to be addressed.