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Many things can cause a system to lose power, but the backup battery will continue to power the system until the power can be restored, unless it also dies.

Usually the problem is that the breaker that the system is wired to has flipped, and just needs to flipped back on. Also the transformer may have fallen out of the plug in. Have the client check those things, and then call back.

Check the account for a restoral, and have the client check the keypad for the trouble condition. If there is no trouble on the keypad, the it may not be programmed to send a restoral. As long as everything shows clear on the client's keypad, then everything should be ok.

 

Some kinds of keypads will show either a AC light, or a AC indicator on an LCD screen. Depending on the keypad, if there is no AC, it could read NO AC, or the AC indicator will just not show up.

Here is an example of an Ademco keypad with the AC indicator:

 

This is a picture of what a transformer looks like:

Beyond that there is very little that we can do to troubleshoot this kind of issue, refer the client to the servicing company.

If a panel is showing no lights at all, then it is probably powered down, and a service call will be required