Help CenterIf you are on this page you have most likely just experienced a "Black Screen" issue with your OSI Alarm System where it appears to seem frozen or broken. below are two situations that cause the same Black Screen issue.
Issue #1 Caused by Screen Lock button : When you press the "Screen Lock" icon (bottom right corner) which looks like a square with a key image. The screen will automatically turn off the display and lock it. In order to turn the display back on, all you have to do is touch the display, then enter your code first before being taken to the main screen. But, instead when you touch the display the screen stays black. You may be able to hear buttons being pushed, but the screen is black. The only way of getting the screen to turn back on is you have to "power cycle" the display, which is unplugging the display, turning off the back up battery, then turning the back up battery back on and plugging in the display again. The display may still show a black screen even when you "power cycle" the display. For now avoid pressing the "Screen Lock icon to avoid this from going into screen lock.
Issue #2 Caused by Backlight feature: When you turned off "Backlight" feature, which is a feature which automatically turns off the display and screen locks it after 30 seconds of non-use. You should be able to turn the screen on by simply touching the display, however, instead when you touch the display the screen stays black. You may be able to hear buttons being pushed, but the screen is black. The only way of getting the screen to turn back on is you have to "power cycle" the display, which is unplugging the display, turning off the back up battery, then turning the back up battery back on and plugging in the display again. The display may still show a black screen even when you "power cycle" the display.
For now turn the Backlight feature to the "on" position to avoid the screen form going into "lock mode", the screen fading to black. To do so go to MENU >> SETTINGS>>SWITCH >>BACKLIGHT>> SET TO "ON")
You can also turn the backlight setting on from the Smart Life App: Select your OSI Alerm System "under Devices" then select Setting and toggle the Backlight option to the 'On' postition. Important: The alarm system must be "power cycled" in order this setting to take affect.
Issue #3 Tried the 2 temporary fixes above: If you have encountered the above issues and also tried the above temporary solutions and the display still turns off after approximately 20 seconds, please fill out the Black Screen Issue customer form.
We will process the submission within 1-2 business days. Once we have received your submission you will receive an email from us with a link to a shared folder where we will need you to upload a short video showing the issue happening in real-time.
We apologize for the inconvenience this has caused and thank you for your patience and understanding as we help resolve your issue.
OSI Go Direct - Customer Service