Cooper Security M-Series User manual

Remote Servicing Manual
For Use With:
M-Series
Control Units

ii
© Cooper Security Limited 2007
Every effort has been made to ensure that the contents
of this book are correct. However, neither the authors
nor Cooper Security Limited accept any liability for loss
or damage caused or alleged to be caused directly or
indirectly by this book. The contents of this book are
subject to change without notice.
Cooper Security Limited make every possible effort to
update manuals and guides regularly to reflect changes
in the product. If this document does not reflect the
function of the product please let us know. You may be
able to download a more recent version of the document
from our website:
www.coopersecurity.co.uk
All trademarks acknowledged.
Printed and published in the UK.
Part Number 11763085

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CONTENTS
PREFACE IV
About this Manual .................................................................................................... iv
Other Publications.................................................................................................... iv
INTRODUCTION 5
A Typical Service Call .............................................................................................. 6
When a Service Call Fails.............................................................................7
COMMISSIONING THE CONTROL UNIT 8
At the PC ................................................................................................................. 8
At the Control Unit.................................................................................................... 8
Starting a Remote Service Call Manually......................................................9
Optional ........................................................................................................10
COMMAND REFERENCE 11
Option 2-5-1-4: Call Back Numbers.................................................11
Option 2-5-1-6-1: Enable?.............................................................11
Option 2-5-1-6-2: Call Number ......................................................11
Option 2-5-1-6-3: Time Period.......................................................11
Option 2-5-1-6-4: Next Service......................................................12
Option 2-5-1-6-5: Interval ..............................................................12
Option 2-5-1-6-6: Call Back...........................................................13
Option 2-5-1-6-7: Walk Test Alerts................................................14
Option 2-5-3: Starting a Call Back .....................................................14
New Logging Events................................................................................................16
Default Settings ....................................................................................................... 16
USER PROGRAMMING CHANGES 17
APPENDIX A: DOWNLOADER SETUP FOR REMOTE SERVICING 18
Setup - Remote Service Settings.............................................................................18
Account Manager - Remote Servicing Button..........................................................20
6 Communications - Remote Service Config ........................................................... 22
Buttons Available During Connection ...................................................................... 22
APPENDIX B - SHOCK ENTRY ZONES 24
Operation .................................................................................................................24

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Preface
About this Manual
This manual is for installers who need to set up an M-
Series control unit for remote servicing. The manual
briefly introduces the process of remote servicing, and
provides full details of the new options within the
engineer's menu.
Note that remote servicing features are available in M-
Series software releases 3.02.xx and higher, and
Downloader MKIII version V1.4.
Other Publications
For information about installing and connecting individual
control units, please refer to the relevant installation
instructions. Separate installation instructions are
provided for peripheral devices.
For Information on other programming commands,
please refer to the M-Series Engineering Manual.
For information about other user options, please refer to
the M-Series Manager's Manual.
For information about setting, unsetting and resetting the
alarm system, please refer to the User's Guide (this
document is intended for end users).

M-Series Remote Servicing
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Introduction
M-Series software release 3.02.xx allows the control unit
to report service information to a remote service centre.
The control unit can make service calls on a regular
schedule, including up to two re-tries if an individual call
fails. The service centre must use a PC running
Downloader MKIII V1.4 software to receive service calls.
During the service call the control unit reports on various
parts of the system. Downloader can save the reports for
later viewing, and also compare a new report with a
previous report, highlighting any discrepancies. For
example, Downloader can highlight: configuration
changes, voltages and resistances out of range, log
events requiring attention, and the control unit clock using
the wrong time.
As a further aid to servicing, the installer can program the
control unit to remind the user to carry out walk tests. The
log contains evidence that the control unit alerted the user,
and also the time that the user actually carried out the
walk test.
The rest of this Introduction describes in more detail how
service calls work.

M-Series Remote Servicing
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A Typical Service Call
This section describes a typical service call. The notes in
italics on the right show the programming commands used
to set up each feature of the service call.
Call Progress: Use Command:
On the day the remote service call is due,
the control unit starts calling at the time
specified by the Installer.
2-5-1-4 to store
phone numbers.
2-5-1-6-4 to set
date and time of
call.
2-5-1-6-5 to select
service interval.
The PC answers the call (if it is not already
busy with another) and identifies the control
unit by the Panel Site ID and Downloader
password. (All Downloader accounts must be
closed for a successful service call to take
place.)
2-5-1-1 to set
Downloader
password.
2-5-1-2 to set site
ID.
The PC then either establishes the
connection straight away (a “direct-in” call) or
drops the line and calls the control unit back
(a “call-back” call).
2-5-1-6-6 to chose
between “direct in”
or “call-back”.
2-5-1-3 Access
Mode must be set
to “unattended” to
use “call-back”.
Once the call is established Downloader
uploads all the necessary data from the
control unit, signals the control unit that the
service call was successful, and drops the
call.
The control unit logs the fact that the service
call was successful and then updates the
date of the next service call.
2-5-1-6-4 to check
date and time of
next call.
Ten seconds after the call ends, the control
unit triggers any output programmed as ATS
(Alarm Transmission System) Test, in order
to test Dual Path signalling devices.

M-Series Remote Servicing
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When a Service Call Fails
If the control unit cannot connect to a service centre on the
first attempt, then it will make a total of two more attempts
as follows:
Call Progress for Failed Calls Use Command:
The control unit waits some random time
between 10 and 30 minutes and tries again.
The control unit tries a total of two times
during the the service time period. If the
second or third call would occur after the
service time period then the control unit tries
again the following day.
2-5-1-6-3 to set
start and end of
service time
period.
If none of the three call attempts succeed,
then the control unit will wait for the service
interval before making another three
attempts.
2-5-1-6-5 to check
service interval
The following section describes how to set up remote
service calls.

M-Series Remote Servicing
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Commissioning the Control Unit
The Installer can set up remote servicing either from the
control unit, or using Downloader. The service centre must
first allocate a new Panel Site ID for the installation.
At the PC
These two steps are optional. If you do not wish to set up
an account at this time then start reading from “At the
Control Unit” below.
1. Set up an account for the control unit. Make sure that
it has the new Panel Site ID assigned by the service
centre.
2. If required, set up the profile you want to install on the
new control unit.
At the Control Unit
You must be in Installer mode, in Engineer Menu 2 to use
these commands:
1. Store the Downloader Password:
Select option 2-5-1-1.
Key in the letters one at a time, press |to move the
cursor along the display after each character.
Press [to finish.
2. Store the Panel Site ID in the control unit:
Select option 2-5-1-2.
Key in the letters one at a time, press |to move the
cursor along the display after each character.
Press [to finish.
(Make sure the Panel Site ID is unique to the control
unit.)
3. Set the Downloader access mode to Unattended if you
want the PC to call the panel at any time:
Select option 2-5-1-3.

M-Series Remote Servicing
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Press 3 so that the display shows “Unattended” on the
bottom line (you can also use the ¬and |keys).
Press [to finish.
4. Store the telephone number of the service centre PC
that is handling remote service calls:
Select option 2-5-1-4.
Press any number 1 to 8 to select the number of the
memory slot you wish to use then press [.
Key in the telephone number. Press the rkey if you
want to insert a 4-second pause.
Press [to finish.
Note down the number of the memory slot (1 to 8) that
you used.
5. Enable the control unit to make service calls:
Select option 2-5-1-6-1.
Press 2 (you can also use the ¬and |keys) so that
the bottom line of the display shows “Yes”.
Press [to finish.
6. Designate the service centre telephone number:
Select option 2-5-1-6-2.
Press the number of the memory slot you chose in
step 4, then press [.
(This step marks the selected memory slot as holding
the remote service centre number, and ensures that
the end user calls the correct number when they
employ user option 2-6-1-9, see page 17.)
Starting a Remote Service Call Manually
To check that your programming is correct make the
control unit start a remote service call:
1. Select Command 2-5-3.
2. Key in the number of the memory slot you that you
used to store the service centre telephone number
and press [.

M-Series Remote Servicing
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3. Press 5 then [.
The control unit dials the service centre telephone
number. Once the call is established, Downloader
records the configuration of the control unit and
creates a new account (if needed). Downloader then
uploads the necessary service information, stores it,
and then drops the connection.
Note: All accounts on Downloader must be closed to ensure a
successful service call.
Optional
If you do not wish to set up these options on Downloader
initially, then you can set up remote servicing from the
control unit as follows:
1. Enter command 2-5-1-6-3 and set the start and end of
the time window (see page 11).
2. Use command 2-5-1-6-4 to specify the date and time
of the next service call (see page 12).
3. Use command 2-5-1-6-5 to specify the service interval
(see page 12).
4. Use command 2-5-1-6-6 to specify the calling method
(“direct in” or “call-back”) (see page 13).
5. Use command 2-5-1-6-7 to specify the timing of the
Walk Test Alerts (see page 14).
6. Start a manual remote service call (see previous
section) to confirm that your changes have worked
(see page 9).

M-Series Remote Servicing
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Command Reference
This section describes the new programming commands
available in version 3.02.
Option 2-5-1-4: Call Back Numbers
This option allows you to define up to eight telephone
numbers for communication with the PC running
Downloader.
Using the rkey, you can insert a 4-second pause
between any two digits of the telephone number (the
pause is indicated by a comma). This may be necessary if
the telephone system or exchange mis-dials using the
normal dialling speed of the control unit. If a delay is
necessary, it is normally placed either before the first digit
(to give time to connect to the line), or after the first digit
that is used to obtain an outside line.
Option 2-5-1-6-1: Enable?
This option allows you enable or disable remote service
calls. Press |or ¬to select either of the following:
No – The control unit does not make any service calls.
Yes – The control unit makes services calls as
programmed by the options described below.
Option 2-5-1-6-2: Call Number
Use this option to select one of the 8 telephone numbers
programmed using Option 2-5-1-4. This will be the
telephone number that the control unit calls when starting
a service call.
Option 2-5-1-6-3: Time Period
On the day that a service call is due, there may be times
when it is inconvenient for the control unit to call, or for the
service centre to receive calls. Use this option to define a

M-Series Remote Servicing
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time window. If the control unit needs to make repeated
attempts to complete a service call, then these attempts all
take place with this time window. The start and end times
of the window must be on the same day.
When you select this option the screen immediately
displays the Start Time. Key in the start time in hours and
minutes. Use the 24 hour clock. Press [to finish.
The screen then displays the End Time. Key in the end
time in hours and minutes. The end time must be later
than the start time. Use the 24 hour clock. Press [to
finish.
Option 2-5-1-6-4: Next Service
Use this option to specify the day and time of the next
service call. To prevent all control units making service
calls at the same time, make sure each control unit has a
different date and/or time.
When you select this option the screen immediately
displays the Service time. Key in the preferred time of day
for the service call. Use the 24 hour clock. Press [to
finish.
The screen then displays the Service Date. Key in the
preferred date for the service call. Press [to finish.
Note: The control unit may change this date if it has to make
several attempts to connect to Downloader.
Option 2-5-1-6-5: Interval
Set the time period between service calls in days. You can
select the frequency of service calls from between one a
day to one every 365 days.
When you select this command the screen shows the
current value of the Interval in days.
Key in the number of days you require. Use leading
zeroes for day numbers under 100. (You can also press |

M-Series Remote Servicing
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or ¬to increase or decrease the number of days one at a
time.) Press [to finish.
Option 2-5-1-6-6: Call Back
There are two methods of connecting a service call from
the control unit: either “direct in” or “call-back”.
For a “direct-in” call, the control unit simply dials the
specified number, identifies itself to the service centre, and
then waits for commands from the Downloader.
For a “call-back” call, the control unit calls the service
centre, identifies itself using a Panel Site ID, and then tells
the service centre to call the control unit. The service
centre then calls the control unit and establishes a
connection.
“Call-back” calls only work on scheduled remote service
calls. If you start a manual service call then the PC will not
“call-back” to the panel.
The options available in this command are:
Disabled – The control unit dials the telephone number
selected in option 2-5-1-6-2 and tries to establish a
“direct-in” call.
Enabled – The control unit dials the telephone number
selected in option 2-5-1-6-2 and tries to establish a
“call-back” call.
Note: To use “call-back” set option 2-5-1-3 (Access Mode) to
“unattended”.
When you select this command the screen shows the
currently selected Call-back option. Either: press 1 to
select Disabled or 2 to select Enabled. (You can also
select one or other option by pressing |or ¬.) Press [
to finish.

M-Series Remote Servicing
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Option 2-5-1-6-7: Walk Test Alerts
Use this option to provide a regular reminder to the user to
carry out a walk test. When this option is enabled, the
control unit produces an alert on the keypad display at the
programmed day and time, and logs the fact that it has
given an alert. The user can acknowledge the alert and if
desired carry out a walk test. The user can ignore the alert
and still set the system.
When you select this option, the screen shows the current
value. Either:
Press 8 to disable Walk Test Alerts, or:
Press 1 to 7 followed by [to select Sunday to Saturday
as the day of the week on which the reminder will appear
(you cannot select more than one day in the week).
When the top line of the display shows “Walk Test Alerts”,
key in the time of day at which you want the reminder to
appear (use the 24 hour clock). Press [to finish.
Option 2-5-3: Starting a Call Back
This option is not available for M550 and M750 panels.
You can use this option to initiate a connection over the
telephone line to a remote site that is running the
Downloader software. Once the communication link is
established, the remote site can upload data and change
settings in the control unit.
Press |or ¬to choose one of eight call-back numbers
(telephone numbers) to call and press [. (Use engineer
option 2-5-1-4 set up the call-back numbers.)
An alternative method of making a connection between the
control unit and Downloader PC is to set the access mode to
Unattended or Secure Call Back. This allows the panel to
respond to calls that have originated from the remote site.

M-Series Remote Servicing
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Once you have selected the telephone number to use
press |or ¬, or key a number between 1 and 5 to select
one of the following options:
1 – Connect
Establish a connection with the PC running
Downloader, but take no further action. (The specific
account for the control unit must be open on
Downloader before you start the call.)
2 – Upload from PC*
Once connected, Downloader sends configuration
data to the control unit, and then drops the connection.
3 – Download to PC*
Once connected, the control unit sends configuration
data to Downloader, and then drops the connection.
4 – Diagnostic*
Once connected, Downloader performs a simple
remote service check and then drops the connection.
Downloader ignores any log event data or
configuration data. The control unit does NOT change
the next remote service date and time.
5 – Remote Service*
Once connected, Downloader performs the full remote
service call and then drops the connection.
*Note: For options 2 to 5, Downloader must have all accounts
closed before you start the call.

M-Series Remote Servicing
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New Logging Events
Version 3.02 software provides the following log events to
record actions related to remote servicing:
REM SVC INCALL A PC has made an incoming remote service call
to the control unit
REMOTE ON LINE The panel is connected to a remote PC.
REM SVC OUTCALL The panel started a remote service call to a PC.
REM SVC COMPLETE The remote service call was completed
successfully.
WALK TST OVERDUE The panel raised an alert that a walk test was
due, but a user did not acknowledge the alert.
REM COMMS FAILED A remote service call failed.
Default Settings
Settings Defaulted Grade2 (Grade 3)
Default Value
2-5-3 Start Callback Blank
2-5-1 Downloader
2-5-1-1 Password Blank
2-5-1-2 Site ID Blank
2-5-1-3 Access Mode Off
2-5-1-4 Call Back No.1, 2, 3,
4, 5, 6, 7, 8
Blank
2-5-1-6 Remote Service
2-5-1-6-1 Service Disabled
2-5-1-6-2 Phone Number Blank
2-5-1-6-3 Time period Start 00:00
End 06:00
2-5-1-6-4 Service Date/Time Blank
2-5-1-6-5 Service Interval 180 days
2-5-1-6-6 Call back Disabled
2-5-1-6-7 Walk Test Alert Disabled

M-Series Remote Servicing
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User Programming Changes
A master or manager user can start remote service calls to
the service centre with (user) command 2-6-1-9.
Note that user command 2-6-1 normally selects one of the
callback numbers. Option 9 in this command is dedicated
to the remote service number that the installer sets up
using command 2-5-1-6-2.

M-Series Remote Servicing
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Appendix A: Downloader Setup for
Remote Servicing
To use the remote servicing features of the Downloader
Mark III version 1.4 you must posses a USB dongle for
your copy of the software, supplied by Cooper Security
Ltd. You can insert the dongle into any free USB port.
With the dongle inserted, Downloader displays various
new menus and tabs, as described below.
Setup - Remote Service Settings
This dialog box allows you to control what data is
uploaded during a service call.
To gain access to the Setup menu close all accounts and
the account manager. When the dongle is present there is
an extra menu item: Remote Service Settings. When you
select Remote Service Settings the Downloader displays
the following:
The fields and check boxes within the dialog box have the
following effects:

M-Series Remote Servicing
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Default Password/Security This field must contain the
default Downloader password that the control unit should
use when identifying itself to Downloader. The password
can be up to eight characters long, and is case sensitive.
the password will be common to all accounts.
Panel/PC Clock Tolerance This field contains the
number of minutes that the control unit clock is allowed to
be adrift from the PC clock. If the control unit is adrift by
more than the minutes shown then Downloader will log an
observation failure on a remote service report.
Date/Time Auto Update When checked this tick-box
makes Downloader update the PC date and time to be the
same as the date and time on the PC.
Auto Print ReportsWhen checked this tick-box makes
Downloader print each service report once the PC has
received it.
Event Log Retrieval When checked this tick-box
enables the fields and tick boxes below it.
Important: Cooper Security Ltd recommend that you leave the
event log options on default. If you change these
selections then the time taken by each service call may
increase.
Include Events in Report When checked this tick-box
makes Downloader include the control unit’s event log in
the service report.
Retrieve Event Log to Last Service When checked
this tick-box restricts the number of events that
Downloader retrieves to all those accumulated since the
last service report. Note that if you check this tick-box the
lower two fields are greyed out. If you want to specify a
particular time period the leave this tick-box unchecked.
Event Log Retrieval Period This field gives you the
opportunity to specify the number of events you want to
retrieve either by time period or by quantity. Note that this
field is not available if you have checked “Retrieve Event

M-Series Remote Servicing
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Log to Last Service”. You can specify Days, Weeks or
Months before the present. Alternatively you can specify
Events, which allows you to select a number of events in
the field below.
Number of … to Retrieve This field changes
depending on the contents of “Event Log Retrieval
Period”. Use it to set the actual time period or quantity of
events you want.
Account Manager - Remote Servicing Button
The bottom area of the account manager screen has
button: . If you click this button
Downloader displays the following dialog box:
The main body of the dialog box shows the service calls
received. Double click a record to open a report and see it
displayed in your default web browser.
You can change the order in which Downloader displays
the records, or use some filtering, by selecting a value in