Security Records Not Showing in Smart Life App

Overview

If your alarm panel is functioning normally (arming/disarming) but security records are not appearing in the Smart Life app, the issue is typically related to a cloud sync or app connection problem, rather than a complete Wi-Fi failure.

In many cases, the panel continues to log events locally, but the app fails to display them due to a sync issue between the device and the Smart Life cloud.

Possible Causes

• The Smart Life app session or cloud connection has become stale or expired
• Cached data in the app is preventing records from updating
• Background restrictions on the phone are limiting app updates
• Intermittent network issues (e.g., unstable 2.4 GHz connection, DNS issues) affecting event uploads
• The panel’s time or time zone is incorrect, causing records not to display properly

Troubleshooting Steps

Follow the steps below in order. After each step, perform an arm and disarm test and check if records appear in the app.

1. Sign Out and Back Into the App

• Open the Smart Life app
• Go to Me
• Sign out of your account
• Sign back in

This refreshes your cloud session.

2. Update the Smart Life App

• Go to the App Store or Google Play Store
• Search for Smart Life
• Install any available updates

Note: Do not rely on in-app update prompts.

3. Clear App Cache

1. 1. Open the Smart Life app
   2. Select Me (bottom right)
   3. Tap the Settings (hexagon icon) at the top right
   4. Scroll down and select Clear Cache
   5. Confirm “Cache cleared successfully”
   6. Fully close the app (do not leave it running in the background)
   7. Reopen the app and test

4. Power Cycle the Alarm Panel

1. Turn off the backup battery
2. Unplug the panel from power
3. Wait 1 minute
4. Turn the backup battery back on
5. Plug the panel back in

5. Reboot from Panel Settings

1. Select the Settings (gear icon) on the panel
2. Enter your system code
3. Select Recover
4. Tap Reboot

6. Verify Date and Time on the Panel

• Ensure the time and time zone are correct
• Incorrect system time can prevent records from displaying properly in the app

7. Remove and Re-Add the Device (Most Effective Solution)

If the issue persists, re-link the panel to the cloud:

1. Open the Smart Life app
2. Tap the menu (three lines)
   
   
3. Select Device Management
   
   
   
4. Choose your alarm panel
   
5. Tap Remove Device
   
   
6. Confirm removal
   
7. Add the device back to the app
   

Important:
Sensors and accessories are typically stored on the panel and will remain connected. However, some app settings (such as device names or preferences) may need to be reconfigured.

If the Issue Persists

If security records still do not appear after re-adding the device, please submit logs through the app:

Submit Feedback

1. Open the Smart Life app
2. Tap Me
3. Select Help Center → My Feedback
4. Tap + to create a new request
5. Choose: Other Problems → Other Problems
6. Provide a detailed description
7. Include screenshots or video if possible
8. Ensure log sharing is enabled
9. Submit the request

Do not select “Problem Device,” as this may limit log visibility.