Me neither , perhaps a bit more detail of the system, assuming your in the u.k this is a trade supplied only alarm, how far are pirs from panel , how many devices , is it reporting one device problem or a general issue
, is there any reason installer cannot look at log for you? As you may have a maintenance contract? Seeing as your app is on contract
Or as above if you have the app etc , perhaps a picture of the log would be good