We gave you a general overview of the CTU—our purpose-built monitoring hardware—and what to think about when choosing an installation location. If you missed it, you can catch up here: CTU Installation Options.

A smooth CTU installation can save you time (and a few headaches). While the process is straightforward, there are some common issues we see again and again. This week we’re sharing our top tips, the most frequent installation mistakes, and a couple of hidden features you may not know about.

Here are the 5 most common installation issues our support team encounters.

1. SGD addresses not set correctly
The CTU polls each connected SGD in sequence to check the status of the fire alarm system. It does this by sending a message from the configured port and waiting for a response from the SGD at the assigned address. If the address on a multi-droppable SGD is set incorrectly—or if it’s connected to the wrong CTU port—the two devices won’t be able to communicate.

2. Loom Installed the wrong way around
This issue is easy to run into on some panels and applies only to in-panel installations. If the loom between the CTU and the panel is connected the wrong way around, the CTU won’t be able to read the panel’s status correctly, and the panel will often flag a “Defect.” To avoid this, check the installation guide carefully, ensure the loom isn’t twisted, and confirm it’s plugged into the correct port. One of the loom wires is marked to help you align it the right way—use this as your guide.

3. SGD not enabled via panel links or programming
Some fire alarm panels require programming or a jumper to be placed in the correct position on the motherboard to enable the SGD interface. Without this, the SGD won’t be activated and won’t be able to read the panel’s status. If you notice the SGD showing a different state than the panel, this should be the first thing to check.

In addition, some CTUs require a jumper to activate the second SGD port. These jumpers are normally configured correctly before the CTU is dispatched, but if they have been removed for any reason, it can cause issues. Always refer to the installation instructions to confirm jumper placement.

In both cases, the fix is usually straightforward. If you’re unsure, our support team is happy to help you diagnose and resolve any problems.

4. Aerial Installation Issues
Two common aerial installation mistakes:

• Aerial installed horizontally - The aerial transmits in a specific pattern and must be vertical to communicate effectively with the cellular network. Laying it flat or resting it on top of the box will result in poor signal, or it may not work at all. Make sure the aerial is vertical.
• Aerial installed inside metal box - Installing the aerial inside the fire alarm panel or CTU enclosure can sometimes work with the door open, but once closed, the signal will drop dramatically—or fail completely. Always mount the aerial outside the metal enclosure for reliable communication.

5. Battery vs SuperCap confusion
The CTU is designed to use either a battery or a SuperCap as its backup power supply—but never both at the same time. The SuperCap connector has a detection pin, which the CTU uses to recognize when a SuperCap is connected. If both a battery and SuperCap are plugged in, the battery can be overcharged and potentially damaged. Our support team will usually catch this during commissioning, but the rule is simple: use either a battery or a SuperCap, never both.

Sometimes we see batteries connected to the SuperCap port, or vice versa. This won’t harm the CTU, but it will leave it without an effective backup. Always double-check which port you’re using, and avoid modifying connectors to make them fit. When in doubt, give our support team a quick call—they’ll help you get it right.

Every CTU ships with an installation guide—but we know those sometimes get left behind in the van or misplaced on-site. Don’t worry: we keep digital copies of all guides here: Installation Guides. It’s always worth having the latest version to hand before starting the install.

If you’re unsure where to start or run into something unexpected during installation, give our support team a call. They’ll be happy to help and answer your questions. A quick call upfront can often save time later during CTU commissioning.

We’ll be taking a closer look at messaging options, including:

• The different message formats and strategies we support
• How to temporarily pause messaging
• How to subscribe to all messages for a site for a set period, even if you don’t normally receive them

We introduced the AFAM AlarmTech App, walking through its features and how to get started. If you missed it, you can catch up here.

This week we’re focusing on the CTU—our purpose-built monitoring hardware that connects to fire alarm panels, sprinklers, and related systems.

Each CTU is essentially a compact computer-on-a-board, designed by AFAM specifically for fire alarm monitoring. It includes a microprocessor, memory, battery management, and interfaces such as 4G/Cat-M1 cellular modems and other ports for panel connectivity.

There are two main installation approaches:

• In Panel – CTU is installed inside the fire alarm panel. AFAM is the only monitoring provider in New Zealand to offer this option.
• In Box – CTU is installed in its own metal enclosure, typically mounted near the panel.

The best choice depends on system requirements. Our compatibility guide explains what’s possible.

If your panel supports in-panel integration and you’re monitoring no more than one additional system, we recommend this option.

Advantages include:

• Lowest-cost way to access enhanced/IoT detector-level data (for supported panels)
• Faster and more cost-effective installation than In Box setups
• No need for a dedicated power point

​If you need to monitor two or more secondary systems—or your fire panel already contains an SSGD—then an In Box installation is required. This still allows access to IoT detector-level data, but typically requires an additional interface card (e.g., an SSGD).

For both installation types, aerials can be mounted directly on the fire alarm panel or CTU box. Where signal strength is low (e.g., basements or service rooms), we offer external aerial options.

Using the installation diagnostics in the AlarmTech App is strongly recommended when working in low-signal areas.

 See our blog guide here: Selecting and positioning aerials for best performance.

Choose a location that:

• Has a nearby power point
• Allows easy SGD cabling
• Avoids extreme heat, cold, or water exposure (e.g., pressure-washed areas)
• Provides safe, easy service access (think height and safe space to work)

​Unsure whether to choose In Panel or In Box, struggling with aerial placement, or dealing with legacy networks? Our team is here to help—get in touch anytime.

Next week we’ll continue looking at the CTU and look at some installation tips and tricks, including:

• How to quickly diagnose the common installation issues we see
• How to identify where the issue lies
• What resources are available to help during installation
• …and more!

In last week’s update, we showed you how to access enhanced / IoT Detector-Level Information in our systems. If you missed it, you can catch up here.

This week, we’re taking a step back to look at the bigger picture—the key parts of our monitoring systems and how everything fits together.

At the heart of our service are two components:

• The CTU – the hardware installed on-site that connects to the fire alarm panel.
• The Monitoring System – which receives information from the CTU and communicates with FENZ.

Our CTU is unique in the industry because it can be installed inside the fire alarm panel (our competitors can’t do this). In-panel installation means:

• Faster and easier setup
• Lower installation costs
• Greater reliability

It also enables access to enhanced / IoT Detector-Level Information for supported panels.

Every CTU is fitted with dual SIM cards (usually Spark and One NZ), ensuring communication is maintained even if one network goes down. These CTUs connect to our distributed monitoring system, which is hosted across secure datacentres in both Christchurch and Auckland for added resilience.

When something happens, the right people are alerted instantly via SMS, email, or both. Our smart rules engine makes sure messages are:

• Relevant to each role (e.g. testers only see “test” alerts).
• Delivered at the right times.
• Focused on the buildings they care about.

And with a single click on the Solomon link, you can see recent alarm events, keyholder details, and system information.

Our Solomon web portal gives you live access to your fire alarm systems anytime, anywhere. You can see system history, alarm events, and detector-level IoT data (where available).

Solomon works seamlessly on any device—whether it’s your phone, tablet, laptop, or PC. We’ll explore Solomon in detail in an upcoming article.

Available for both Android and iOS, the AFAM AlarmTech App gives service agents, property managers, and owners a simple way to view fire alarm events on the go.

A key feature: the app doesn’t just show AFAM events—it also includes competitor system messaging, so you have a single view of all the sites you maintain.

We provide this app free of charge to the industry, including our competitors, because it makes life easier for service agents and supports better outcomes for everyone.

For owners and managers with multiple properties, our Property Portfolio Portal makes it easy to:

• See the overall health of your systems at a glance.
• Access contact details and test histories for each site.
• View systems on a map.
• Display real-time IoT detector data directly on property floorplans (where available).

It’s a smarter way to manage larger portfolios with confidence.

Prefer information delivered straight to your inbox? Our automated reports do just that.

Scheduled reports arrive as PDFs or Excel files and include:

• Current system status
• Recent history
• Key performance insights

They’re free, easy to set up, and keep you fully informed without needing to log in.

Next week we’ll take a closer look at the AFAM AlarmTech App, including:

• Key features you may not know about
• How to set it up quickly
• Tips for using its diagnostic tools
• …and more

Stay tuned!