Your problem should probably be looked for within your network and/or in your alarm system's internet connection to the cloud and not in the app.
Is port 10042 open for the TCP protocol within your network’ (inbound and outbound)? And can endpoint devices.mysmartcontrol.com be reached from your network?
With cloud solutions from many institutions and companies, reconnecting to the cloud environment is often enough to solve many problems.
Have you tried this with mySmartControl? If you do not know how to do this, you can try the procedure below to see if this solves your problem.
If your alarm system is Alphavsion ML type:
1. Turn off your smartphone completely
2. Follow the below steps
a. Log in to the USER MENU via the physical control panel of your alarm system
b. Scroll to the menu: MYSMARTCONTROL and press OK
c. You will now see the menu: ACCESS. Press OK.
d. Using the ‘down arrow’, set access to OFF. Then press OK.
e. Leave the menu by pressing the ‘left arrow’, as many times until you see the date/time on the display again.
f. Log back into the USER MENU
g. Scroll to the menu again: MYSMARTCONTROL and press OK
h. Enter the ACCESS menu again by pressing OK.
i. Use ‘arrow up’ to set access to ON again and press OK.
j. Finally, exit the user menu again by pressing the ‘left arrow’ as many times until you see the date/time on the display again.
3. Switch on your smartphone and launch the mySmartControl app
If your alarm system is Alphavision XL or UNii type:
You can then turn ‘Access’ to mySmartControl ‘Off’ (and confirm) via the physical control panel/keypad in the ‘mySmartControl’ Menu, wait 10 seconds, and turn ‘On’ again (and confirm). (Do turn off your smartphone first and only turn it back on after ‘Access’ has been turned back to ‘On’).
If you still cannot figure it out, we advise you to contact your security installer so they can investigate and solve the problem for you.