FCBIOS TICKETING SYSTEM

For reason of traceability and to better serve you, we utilize a support ticket system. Every support request is assigned a unique ticket number which you can use to track the progress and responses online. For your reference we provide complete archives and history of all your support requests. A valid email address is required to submit a ticket.

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Lead time ticket respond weekdays: within 24-48 hrs
Lead time ticket respond weekend/ Public Holiday: within 48 hrs - 60 hrs

Note:
Please provide more information as much as possible so that our support team can get better picture on your request or problem so that they can respond in fast.

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ANNOUNCEMENT

29th Nov 2025

Data upload from Celcom sim controllers started to upload as per normal started ~ 9pm onwards.

For sites still facing problem, please check and try to reboot your controller to refresh your controller system.

Below feedback from Celcom Team

COF = Routing issue.
Action taken = Backend team perform rerouting to rectify the service.

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28th Nov 2025

We are aware of an ongoing issue with Celcom telco data connectivity 4G/2G service since yesterday night 27th Nov 2025 10.45 pm. Controllers that used M2M Celcom sim may experience data upload issue to cloud servers (Tempguard Wired and Wireless). However, SMS services for celcom is running as per normal

We have highlighted to Celcom Technical team. And Celcom team is actively investigating the matter and working to restore services as quickly as possible.

We sincerely apologize for the inconvenience and thank you for your patience. Further updates will be shared once available.

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Our Unify office with public ip 175.136.196.62 and network experience downtime from 9.00 PM 10th Nov 2025 (Mon) till 9.00 am 11th Nov 2025 (Tue)

Users using wired and wireless cloud system are likely to have problems accessing the portal system, mobile apps, windows apps and this cause disruption to data upload.

We are sorry for the inconvenience caused.

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Our Unify office with public ip 175.136.196.62 experience downtime from 8 PM 28 Sept 2024 (Sat) till 8.55 am 29 Sept 2024 (Sun)

Users using wired and wireless cloud system are likely to have problems accessing the portal system, mobile apps, windows apps and this cause disruption to data upload.

We are sorry for the inconvenience caused.

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Our Unify office with public ip 175.136.196.62 experience downtime from 6.10 PM 17 Sept 2024 (Tue) till 8.40 am 18 Sept 2024 (Wed)

Users using wired and wireless cloud system are likely to have problems accessing the portal system, mobile apps, windows apps and this cause disruption to data upload.

We are sorry for the inconvenience caused.

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For Maxis Users Who Experiencing Problem To Receive SMS Daily Heartbeat or Status SMS After sending sms query 999999#STATUS# to controller sim' number

It is come to our attention that Maxis provider seems start to filter sms as many Maxis users that are the CP/main number experiencing problem to receive daily heartbeat sms or replied sms from the controller after sending sms query 999999#STATUS#.

This maybe due to the sms filter implementation by Maxis provider against scam/spam which may cause legitimate sms also being blocked unintentionally.

You may channel or raise your problem to Maxis Support (Non-Enterprise/Maxis Personnel account)- Maxis Whatsapp.

Note:-
Problem solved but if the problem raise again please direct complaint again to them.

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For Umobile Users Who Experiencing Problem To receive SMS Alert Or Daily Heartbeat Sms.

From: Customer Relation <customer.relation@u.com.my>

Kindly be informed that currently, any U Mobile user that has an issue to receive M2M SMS may email below details for our further action.

Sender mobile number:
Recipient mobile number: (U Mobile user)
Sample of SMS: (please provide 3-5 samples)

Thank you.

Yours sincerely,

Maizatul
Customer Relation
U Mobile Sdn Bhd

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For Celcom Users Who Experiencing Problem To Receive SMS Daily Hertbeat or Status SMS After sending sms query 999999#STATUS# to controller sim' number

It is come to our attention that, many Celcom users that are the CP/main number experiencing problem to receive daily heartbeat sms or replied sms from the controller after sending sms query 999999#STATUS#.

We have raised email to Celcom Support Team and waiting their feedback and respond to this issue as we suspect they have enforced sms filtering in accordance to MCMC policy

You may channel or raise your problem to Celcom Support (Non-Enterprise/Celcom Personnel account)- Celcom WhatsApp.
Or call 1111 or email to support@celcom.com.my

Note:-
Problem solved but if the problem raise again please direct complaint again to them.

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6 Nov 2023 - One our server' sims (Tempguard Wireless System) 0175393674 has been barred due to high sms usage detection and against MCMC policy. One of customer's module keep triggering sms alerts. This seems affecting sms failure from other sites. We have temporary suspend the sms service from the particular site and swapping to one of our contingency sims to resume the sms service.

Sorry for the inconvenience caused.

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26 Sept 2023- Telco has put on hold on implementation sms filtering based on MCMC policy. Therefore sms services for Tempguard Wired and Thermoguard system are back to Normal.

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1) There seems to have issue with the sms services that affecting multiples sites that using Tempguard Wired and Thermoguard system since 22 Sept 2023

2) We have escalated the issues to Telcos and to check whether they are doing any upgrading /maintenance exercises that causing this

3) Kindly do the initial troubleshooting by rebooting the controllers (tempguard wired) and pc (thermoguard system) to refresh the system

http://helpdesk.fcbios.com.my/kb/faq.php?id=3
http://helpdesk.fcbios.com.my/kb/faq.php?id=7

4) Rest assure we will update customers once we get feedback and respond from telcos.

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Our premier server experiencing service interuptions from Friday 11th August 2023 (2 PM) till 11th August 2023 (10.30 PM)

Users using wireless G7 clients are likely to have intermittent data upload

We are sorry for the inconvenience caused.

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