WILSONS
Security Alarms· Texecom· Fault Finding
v1 · 2026-05-13 · Reviewed by Ryan Wilson
Applies to: Premier Elite 24, 48, 88, 168, 640

Texecom Premier Elite — Comms & SmartCom Faults

Purpose

This guide covers diagnosing and resolving SmartCom and communications faults on the Premier Elite — including ATS path faults, ComIP faults, and cloud connectivity failures.

1. SmartCom LED Diagnosis — Check First

Before doing anything else, look at the SmartCom LEDs:

LEDStatusMeaning
Cloud LEDSolidConnected to Texecom Cloud — OK
Cloud LEDFlashingAttempting cloud connection — network or cloud issue
Cloud LEDOffNo cloud connectivity
Ethernet LEDSolidEthernet path connected — OK
Ethernet LEDOffNo ethernet — check cable or router
Wi-Fi LEDSolidWi-Fi connected — OK
Wi-Fi LEDFast flashWi-Fi fault
4G LED (CEL-0007)Solid4G connected — OK
4G LEDOff/Flashing4G issue — eSIM or signal

Target state: Cloud LED solid + at least one network LED solid (Ethernet, Wi-Fi, or 4G).

2. Fault Messages and Diagnosis

ATS Path Fault

What it means: One communication path has failed. The panel can still signal to the ARC via the remaining path.

Common causes:

  • Broadband router rebooted or disconnected
  • Ethernet cable from SmartCom to router pulled out
  • ISP outage
  • On SmartCom 4G: 4G path temporarily down (poor mobile signal, eSIM issue)

What to check:

  1. Is the broadband router online? Test from another device on the same network
  2. Check the ethernet cable from the SmartCom to the router — reseat at both ends
  3. Log into cloud.texe.com — check if the site shows as online or offline
  4. If IP path is down but 4G is up (CEL-0007), monitor — the system is still protected and the fault often self-clears when broadband restores

Resolution: Fault clears automatically when connectivity restores. If persistent, investigate router/ISP or check SmartCom IP configuration in Wintex (Communications → Com Port Setup).

ATS Failure / No ATS Available

What it means: Both communication paths have failed. The panel cannot reach the ARC.

This is a critical fault — if the alarm activates, the ARC cannot be notified.

What to check:

  1. Check broadband — is the router online?
  2. Check 4G (CEL-0007) — is there mobile signal at the property?
  3. Check SmartCom physical connections (step 5 below)
  4. Check cloud.texe.com for any platform status issues

Resolution: Requires engineer attendance. Both paths must be restored before the fault clears.

Comm Fault / Comm 1 Fault / Comm 2 Fault

What it means: The panel cannot communicate with the SmartCom on one or both COM ports.

Common causes:

  • SmartCom connector not fully seated
  • Incorrect COM port programming in the panel
  • SmartCom firmware incompatible with panel firmware version

What to check:

  1. Check the 4-wire connector is fully seated into COM1 on the panel — yellow wire on upper right
  2. Check the 2-wire connector is fully seated into COM2
  3. In Wintex → Communications → Com Port Setup: confirm COM1 = SmartCom, COM2 = ComIP
  4. Reseat both connectors — disconnect and reconnect firmly

SmartCom Not Detected

What it means: The panel cannot see the SmartCom at all on the COM port.

Common causes:

  • COM port not programmed as SmartCom
  • Panel firmware too old for the SmartCom variant
  • Connector not seated

What to check:

  1. Confirm panel firmware version — SmartCom (CEL-0001) requires V4.01+, SmartCom 4G (CEL-0007) requires V5.04+
  2. If firmware is too old, update first — see Firmware Upgrade
  3. Reseat the SmartCom connectors
  4. Confirm COM port programming in Wintex

Cloud LED Flashing (Cloud Connection Lost)

What it means: The SmartCom has internet access but cannot reach Texecom Cloud servers.

Common causes:

  • Temporary Texecom Cloud outage
  • DNS resolution failure at the router
  • SmartCom needs a reboot

What to check:

  1. Check texe.com for any service status announcements
  2. Can another device on the same network reach the internet? (confirms it's not a local issue)
  3. Try rebooting the SmartCom: disconnect and reconnect the COM port connectors to power-cycle it
  4. If the router has been recently changed, check it is issuing DHCP and providing a valid DNS server

ARC Signalling Fault (Texecom Monitor)

What it means: The ARC is receiving a comms path fault from the Texecom Monitor platform.

What to check:

  1. Log into cloud.texe.com → Monitor — check path status and recent events
  2. Confirm the ARC has the correct account details (account code, panel type)
  3. If the panel does not have an ARC but the ARC dialler is partially configured in Wintex, this can generate false fault messages — in Wintex → Communications → Digi Setup, ensure any unused ARC diallers are set to "Not Used"

3. General SmartCom Troubleshooting Sequence

Work through this in order:

  1. Check LEDs — identify which path is failing
  2. Check physical connections — 4-wire into COM1, 2-wire into COM2, both fully seated
  3. Check router/internet — test internet from another device on the same LAN
  4. Check panel COM port programming — Wintex → Communications → COM1 = SmartCom, COM2 = ComIP
  5. Reboot the SmartCom — disconnect and reconnect both COM port connectors (power-cycles the SmartCom without affecting the panel)
  6. Check cloud.texe.com — confirm site is shown as online/offline
  7. Check firmware version — confirm panel meets the minimum requirement for the SmartCom model
  8. Check 4G signal (CEL-0007) — if the property has very poor mobile signal, the 4G path may never connect; may need an external antenna

4. When to Escalate to Texecom

If the fault cannot be resolved after the above steps:

  • Call Texecom technical support: 01952 237000
  • Have available: panel type, firmware version, SmartCom model (CEL-0001 or CEL-0007), and description of the fault and LEDs

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Security Alarms / Fault Finding / Comms & SmartCom Faults · v1 · 2026-05-13 · Wilsons Systems