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Technical support

Technical support: report a fault

If your alarm, cameras, access control, fire detection or network stopped working, call us or leave your report here. It reaches our support team, it is logged, and a person will contact you.

Call (507) 202‑3585 Report a fault Message us on WhatsApp

Is there an emergency in progress? If there is an intrusion, a fire or a person in danger, call (507) 202‑3585 and the authorities now. The form, email and WhatsApp are not emergency channels.

Report a fault

Tell us which system failed, since when and at which site. This information helps the support team understand your case.

Leave your report

This form is not for emergencies and does not confirm immediate attention. If there is an intrusion, a fire or a person in danger, call (507) 202‑3585.

Leave a phone number or an email address (at least one) so we can contact you.

Advanced Systems Supply, S.A. uses this data to handle your report: the support team will contact you through the channel you leave. You can ask to see, correct or delete your data (Law 81 of 2019). See privacy policy

If sending fails, your data stays on the screen; you can also call (507) 202‑3585 or write to soporte@atg.com.pa.

What 24/7 support means

That the (507) 202‑3585 line receives and logs your fault at any hour, every day. What follows (a visit, a replacement part or a device swap) is arranged with you. If your monitoring or maintenance contract sets conditions, those conditions prevail.

What happens next

  1. It arrives and is logged. Your report reaches our support team (soporte@atg.com.pa) and a case is opened in the service system.
  2. A person contacts you through the channel you left, to understand the fault.
  3. What follows is arranged with you, for example a visit. What each warranty and each contract covers is further down.

Maintenance plans

Preventive maintenance means scheduled visits to check the system and find faults before they leave you unprotected. Depending on the system you have, a visit checks:

See what a visit checks
  • Cameras and recorder: the image and focus of each camera, recording, disk space and remote access.
  • Alarm: sensors, siren and communication with the monitoring center, using the system test the manufacturer specifies (DMP’s “System Test” checks the siren, communication with the center and the backup battery).
  • Access control: readers, locks, exit buttons and active users.
  • Fire detection: detectors, manual pull stations and sirens, using the test the manufacturer specifies.
  • Network and cabling: equipment, connections and faulty points.

Each plan is built with the customer

The frequency of visits, the scope and the price are defined in each customer’s contract: there is no one-size-fits-all plan. Tell us which system you have and we will propose one.

Ask us about a maintenance plan

Already have a contract and something failed? Report it here.

Warranty: who answers for what

Each part of your system has its own warranty, and each has a different party responsible:

The equipment: the manufacturer

Each device (camera, recorder, panel, sensor, reader, switch…) has its manufacturer’s warranty, with the term and conditions that manufacturer publishes: as stated by the manufacturer.

Ask us which one applies to your equipment.

The installation: ADVSYSA

ADVSYSA supplies and installs the equipment.

Ask us about the installation warranty.

Maintenance: your contract

What each visit covers is stated in your maintenance contract. Above, under “Maintenance plans”, is what a preventive visit checks.

24/7 monitoring: the monitoring center

If you contract it, it is operated by AMS (Advanced Monitoring Services, S.A.), a Grupo ATG company, under the terms of your monitoring contract. ADVSYSA installs and supports the equipment that communicates with the center.

Frequently asked questions

Three short answers. The steps are those of the keypads of DMP XR series panels, according to DMP’s user guides; you can read the full XR guide (in English, opens in a new tab). If your panel or keypad is another brand or model, the steps change. On 5- or 7-inch touchscreen keypads, tap “Keypad” in the carousel to see the standard keypad and its user menu. Never open the panel or touch the wiring; if in doubt, call (507) 202‑3585.

My alarm goes off by itself

Your safety first. If you see or suspect a real intrusion, smoke or fire, do not follow these steps: get to safety and call (507) 202‑3585 and the authorities.

  1. Enter your user code on the keypad (or hold up your card, if the keypad has a reader).
  2. Choose according to what happened. The keypad asks IS THIS A FALSE ALARM? with the options YES / NO or CANCEL / VERIFY. If it was a false alarm, choose YES or CANCEL: the alarm is canceled and the system is disarmed. If the alarm is real, choose NO or VERIFY: the monitoring center is notified and the system stays armed.
  3. Write down what the keypad showed (the zone or the message) for your report.

Silencing only the siren (ALARM SILENCE in the user menu) does not stop the report to the monitoring center.

Common causes of a false alarm

  • A wireless sensor battery that is running out, which can send erratic signals before it dies (a DMP keypad flags it with LOBAT).
  • A misaligned door or window sensor, which “sees” the door open even though it is closed.
  • A motion detector set off by pets, sunlight, air vents or air-conditioning vents, or ceiling fans.
  • A smoke detector set off by steam or cooking smoke, dust, insects or shower steam.
  • A very sensitive glass-break detector, which can mistake other sounds for breaking glass, such as the TV, clinking dishes or keys.

If it goes off for no reason more than once, report it. Do not try to fix it yourself: do not open the panel or touch the wiring.

Sources: DMP XR user guide (LT-1278, exported 7 Nov 2025), “How to Handle an Alarm”, “Alarm Silence” and “Common Keypad Displays”; Surety Home, “Why does my Alarm.com system keep going off?” (30 Mar 2026), for the causes.

How do I change my code?

On DMP XR series panels, user codes are changed from the keypad’s user menu. According to DMP, an XR code has three to six digits.

  1. Press CMD until you see MENU? NO YES and choose YES.
  2. Enter your code and press CMD.
  3. Press CMD until you see USER CODES? and choose any select key. The keypad shows ADD DEL CHG BAT: choose CHG (change).
  4. Follow what the keypad asks: the number of the user you are changing, the new code, the name and the profile number (PROFILE NO). When it is done, USER # CHNGD appears.
  • On a 5- or 7-inch touchscreen keypad, tap User Codes in the options carousel.
  • If the keypad shows INVALID PROFILE, your code does not have permission for that function: ask whoever administers the system to make the change, or call us.
  • If you do not know your user or profile number, or the keypad asks for something you do not understand, do not guess: call (507) 202‑3585.

Sources: DMP XR user guide (LT-1278, exported 7 Nov 2025), “User Codes”, “Carousel Menu” and “Common Keypad Displays”.

How do I test my alarm with the monitoring center?

Testing with the center has three moments: notify beforehand, test, and confirm afterwards.

  1. Before: notify the center. Call your system’s monitoring center and ask them to put it “on test” (on test): with the system on test, the center ignores its signals so that emergency help is not dispatched. Have your name, address and account number at hand, and agree on the test schedule. If you do not know who your monitoring center is or do not have its number, call (507) 202‑3585.
  2. During: run the system test. With the system disarmed, press CMD until you see MENU? NO YES, choose YES, enter your code and press CMD; then press CMD until you see SYSTEM TEST?, choose any select key and then SYSTEM. The test starts on its own. According to DMP’s 2017 guide, the siren sounds for about 2 seconds (it is part of the test), the keypad shows the battery status (BATTERY - OKAY or BATTERY - TRBL), a test signal is sent to the center (TRANSMIT OKAY or TRANSMIT FAILED) and it ends with TEST END.
  3. After: confirm with the center. Call them again to confirm that they received the panel’s signals and ask whether your system has come out of test mode.

If the keypad shows TRBL or TRANSMIT FAILED, write it down and call (507) 202‑3585. Do not open the panel.

DMP recommends testing the burglary part of the system at least once a week, with an active test of all the doors, windows and motion detectors connected to the system. If your system also has fire protection, DMP says to call the service department to find out how that part is tested: call us at (507) 202‑3585.

Sources: DMP XR user guides (LT-1278: 2025 edition and 2013 and 2017 editions), “System Test” and “Test Your System Weekly”; Cunningham Security (FAQ), Westward360 (fire alarm monitoring guide) and WH Security (2012), for notifying the center beforehand and confirming with it afterwards.

Other channels

24/7 technical support(507) 202‑3585Receives and logs faults at any hour.
Support emailsoporte@atg.com.paFor written reports and inquiries.
WhatsAppInquiries and follow-up; not for emergencies.
Sales(507) 209‑5151Quotes and new projects.
HeadquartersVía España, Las Sabanas, Calle 77A, ATG BuildingHow to get there, on the contact page.
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