Julia Ross Posts

Qolsys IQ Panel 2 equipment that uses an AT&T LTE Cellular Communicator requires a firmware update prior to the AT&T 3G sunset date of 02/22/22. Without this update, these devices will lose their connection to the cellular network. The update can be performed over WIFI, or by using an SD Card

If a WIFI signal is available in the location where the Qolsys IQ Panel 2 is installed, but the panel is not currently connected to it, there are a few different ways to connect:

1. Locally: The connection can be made at the panel using the touchscreen. Instructions for connecting to WIFI locally can be found here.
2. By dealer remotely: Alarm.com dealers, like Alarm Grid, can use the Partner Portal to connect the panel to WIFI. This is found on the Partner Portal website under the Signaling/Broadband Settings.
3. By user remotely: Starting on 12/13/21, Alarm.com is enabling a tool that allows an end-user to connect the panel to WIFI through the Customer Alarm.com App or Alarm.com Website.

In order for the customer to connect their panel to WIFI using the customer app they will click on: Menu > Manage Devices > Select the 3-dots icon next to the panel's name > Select Device Settings > Select Panel WIFI. From there the user can either choose an existing camera to copy that device's WIFI settings, or select the SSID and complete the authentication process. Once the connection to WIFI is made, the communication path will be changed from Cell-only to Dual-Path. This may be useful for panels installed in locations where the building is not always occupied.

Starting on Monday, January 10, 2022 Alarm.com will begin to automatically deploy the firmware update to any WIFI connected panel that has not already received it. The automatic update process will proceed through the queue of needy panels 7 days per week during daytime hours (8am - 8pm panel time). As part of the update, a system reboot will occur.

In some cases, the panel's firmware may require an update before the cellular firmware update can be implemented. Panels that are on version 2.3.0 or lower must update to a minimum of 2.3.1 or higher. Panel firmware updates on panels that have a WIFI connection can also be performed locally from the panel with a Patch Tag, or can be done remotely via Alarm.com's Partner Portal. Once the panel's firmware is on a compatible version (see the link in the paragraph below) the cellular firmware can be installed using the patch tag: ATT3GSunset

For panels that have no WIFI connection available, the Qolsys IQ Panel 2 can be updated locally using a Micro SD Card. The upgrade files, as well as instructions on how to perform the local upgrade are available on Alarm Grid's Qolsys IQ Panel 2 Plus Firmware Update page. Eventually, Qolsys will also make the cellular firmware update patch available for download and install via Micro SD. Once they do, we will also host it on our site. As of 12/10/21, it is not yet available.

This issue only affects AT&T LTE Cellular units. Verizon units are not affected. This issue is occurring because early Qolsys AT&T units used a provisional VoLTE Firmware Version. This later changed when VoLTE was fully released. Since the difference between the provisional firmware and the released version didn't affect a panel's ability to communicate via cellular, no action was required before. If you are unsure whether your panel requires the update or not, contact your alarm dealer. They will be able to verify this information for you, as this information is only available when checked through the Partner Portal Website, and is not available from the Alarm.com Customer App or Website. Read the full Qolsys Technical Service Bulletin here.

Users of the Lyric Alarm System with an LYRICLTE-A AT&T LTE Communicator installed take note. Resideo has identified an issue where, after the AT&T 3G sunset on 02/22/22, any panel not properly updated will lose its connection with the cellular network. This issue does not affect Verizon units.

The firmware version that resolves this issue is 01.09.07772.494, and it is available now on the Resideo AlarmNet360 servers. The issue at play here is that the AT&T cellular communicator currently falls back on the 3G network when it can't connect to LTE. Once an LYRICLTE-A communicator is registered, it looks for both an LTE signal and a 3G one. Without this critical firmware update, these communicators would continue to look for a 3G signal after the 3G sunset. Being unable to find a 3G signal, they will lose connection and go offline.

Users who find themselves in this situation have a few options. If you are a Lyric Alarm System user with the AT&T LTE communicator installed, you can choose to go ahead and manually update your system now. The system needs to be disarmed and have no trouble conditions present in order for the firmware update to go through, so a manual update allows you to choose a time when it is disarmed and ready. It also allows you to confirm that the update was successful after you see your panel reboot.

Since this is a critical update, AlarmNet will begin automatically updating panels that are affected by this issue starting on December 8, 2021. Since a firmware update can only go through when the panel is disarmed with no troubles, any users with a zone trouble, or a low battery message that they have been putting off correcting, should go ahead and take care of the issue. Once all trouble conditions are clear and the system is disarmed, we recommend that you go ahead and manually perform the firmware update. Instructions for updating are linked above.

If your system is automatically updated, it will reboot as part of the update process, so don't be alarmed if you see this happen. Step 3 in the FAQ on updating the panel linked above shows you how to confirm the panel's firmware version. So, if you see your panel reboot you can verify that an update was successfully completed.

Any Lyric Controller with a LYRICLTE-A AT&T LTE Communicator that is being installed on or after 02/22/22 will need to be updated to firmware version 01.09.07772.494 via the built-in WIFI communicator before the LYRICLTE-A will work properly. The firmware update should be completed prior to the installation of the LYRICLTE-A. The LYRICLTE-V Verizon LTE Communicator is not affected by this issue. You can read the full notice from Resideo here.

Beginning on December 6, and continuing through December 31, 2021 Alarm Grid customers who subscribe to Alarm.com video service can capture a picture of Santa Clause as he visits their home. Not all cameras have the ability to capture images of Santa, but Alarm.com has a few cameras that do.

The following cameras offered by Alarm.com are capable of capturing Santa's image:

• ADC-V515
• ADC-V520
• ADC-V521IR
• ADC-V522IR
• ADC-V523
• ADC-V622/ADC-V622-WELL
• ADC-VC726
• ADC-VC736
• ADC-VC826
• ADC-VC836
• ADC-V722W
• ADC-V723
• ADC-V724

Any Alarm Grid customer with one of the cameras listed above and a monitoring plan that includes video has the ability to take advantage of this rare opportunity to see the big man in action. There are limits to this technology, though. The only way you can see Santa is through a still image captured within a screenshot. He moves so quickly, you can't possibly catch him in an actual video clip.

The ability to grab an image of Santa is only available through the Alarm.com Customer App, not through the web page. In order to support this feature, iOS users must be on version 4.17 and higher of the app, while Android users must be on version 4.15.1 and higher. The Alarm.com app is available as a free download through the Apple App Store or the Google Play Store.

To use this feature, log into the app using the proper credentials, completing any two-factor authentication that you may have setup. Once you're logged in, click on the menu icon in the upper left (≡) then tap Video from the list of menu items. Select the live video feed of any of the compatible cameras listed above that you may have associated with your account. Click the Santa icon available near the top of the live stream:

This is when the magic happens! The first time you click on the icon, a pop-up window will show you how to capture the proper image for your situation. For cameras and images in full light, Santa may appear in color. If the image is captured at night, then Santa may appear in black and white. Once you have the image, you can either choose to share it, download it, or both.

It's that simple! This magic "Santa Filter" is only available until the end of December. After that, we'll have to wait until next year to see if this particular Holiday Magic will be available again then. Alarm Grid customers with a Platinum Plan (Self or Full) or with a Stand-alone video plan can take advantage of this opportunity.

Local Alarm Mode, also called Demo Mode, is a way for an alarm dealer to demonstrate the full features of the panel without having to register it to an AlarmNet360 account. However, while in this mode, panel communications can't be configured. A panel in this mode can seem to be broken.

Alarm Grid has seen several of the Honeywell Home PROA7, Honeywell Home PROA7PLUS, Resideo PROA7C, and Resideo PROA7PLUSC panels recently that have either arrived with Local Alarm Mode enabled, or have been put into this mode during initial setup. Once Local Alarm Mode has been enabled, it is impossible to configure the panel communication settings until Local Alarm Mode has been toggled off.

Local Alarm Mode is a valuable tool that has been made available to alarm dealers so that they can demo these new panels for a customer in spite of the fact that the panel isn't associated with an account. This was particularly important when the panel was first introduced because there was no local programming. For those early panels, until the ProSeries panel was registered, it couldn't do much unless Local Alarm Mode had been enabled.

This was a great tool at the time for alarm dealers, but for DIY customers, it doesn't offer much in the way of benefits. Now that the panel has local panel programming available, there really is no reason for an Alarm Grid customer to want to use this feature. Whether the panel arrived with this feature enabled, or the feature was enabled during programming, once the customer decides to have the system monitored, whether self monitored, or with central station monitoring, Local Alarm Mode should be disabled.

To check to see if Local Alarm Mode is enabled or disabled, choose the Menu icon (≡) at the bottom center of the Home screen. Select Tools > Installer Code (default is 4112) > Local Alarm Mode. The feature can then be toggled OFF if it is enabled. If it was enabled and you toggle it off, you'll see a confirmation screen, click on the "YES, DISABLE" option.

If you've been using the system with Local Alarm Mode enabled, and you have signed up for alarm monitoring with Alarm Grid, be sure to toggle this feature OFF as soon as possible. Depending on which monitoring plan you sign up for, activation of your account may begin immediately after sign up, and having this feature enabled at that time can cause delays. This is particularly true of the Self-Monitoring options. If you signed up for a central station monitoring plan, just be sure to disable this feature prior to your activation appointment.

From all of us at Alarm Grid, Happy Thanksgiving! We send you good wishes for a healthy and happy day with your friends and family. Whether you celebrate Thanksgiving, Friendsgiving, or just Giving Back we hope you stay safe and warm. Be sure to arm your security system, and lock your doors.

We at Alarm Grid understand the importance of spending time with loved ones, so we will be closed on Thanksgiving to give our employees the opportunity to celebrate. Of course, our central monitoring stations will both be available to handle any alarm signals that may be sent by our customer's systems. If you need to contact the monitoring station, to report a false alarm or put your system on test, you can call Criticom Monitoring Services (CMS) at (888) 818-7728 and choose Option [9]. This is the process for customers inside the United States.

If you are a Canadian Alarm Grid customer, then you will contact Rapid Response, our monitoring partner in Canada at (800) 932-3822. Remember, when you call you will be asked for your name and address, and to verify your false alarm password or phrase. Providing the wrong information, or the Duress Password will result in a police dispatch.

If you have a support question, or need to make adjustments to your account, the monitoring station won't be able to assist you with that. In that case, send an email to support@alarmgrid.com with your request and we'll get back with you as soon as possible when we return to the office on Friday, November 25.

As we begin the 2021 holiday season, we give thanks for our health, our employees, but most of all for our wonderful customers. It is truly our pleasure to help you keep your family and your property safe and secure.

Update 12/02/21:

We have confirmed with Resideo and at least one customer that the issues regarding the syncing of Automation between all versions of the Tuxedo Keypads, and the VAM have been resolved and that remote control of Z-Wave devices has returned to normal. Users should now be able to remotely control Z-Wave Automation Devices during any Total Connect 2.0 session. Any Alarm Grid customer that notices issues like this in the future, please report it to support@alarmgrid.com.

Update 11/26/21:

On Tuesday of this week, Resideo announced an update meant to fix this issue. Apparently, it fixed the portion of the issue where all Automation Syncs were failing, but did not address the issue with being unable to control Z-Wave Devices remotely.

There is something of a workaround for this portion of the issue at this time. During the TC2 session where a successful Automation Sync occurs, you can control Z-Wave devices remotely. Once you end that TC2 session and begin another one, you will lose that ability. So, for now, if you need to control a Z-Wave device remotely, perform a sync, and once you see in the Activity Log that the Automation Sync was successful, you will be able to control Z-Wave devices until the current TC2 session ends. Stay tuned and we will provide further updates as this issue is resolved.

Original Post:

In the last couple of weeks, Alarm Grid has noticed several customers with VAM and Tuxedo Keypads (all versions) having trouble syncing Z-Wave devices with Total Connect 2.0. This prevents newly added Z-Wave devices from showing up in TC2, though local control at the device is still available.

This issue doesn't seem to affect Total Connect 2.0 accounts associated with AiO (All-in-One) panels such as the Lyric Controller and the Honeywell Home PROA7PLUS. Accounts with these panel types should be working fine. It is unknown exactly what the problem is, and there is currently no workaround available. We've been in touch with Resideo and Honeywell Home and they are aware of the problem, but there is no Estimated Time of Resolution (ETR) for a fix.

You can continue to add and remove Z-Wave devices locally at the VAM or Tuxedo. But any changes that are made locally at the Z-Wave controller will not be synced to Total Connect 2.0. This means that any device deleted locally will continue to show up in TC2, and any device added locally will not show up in Total Connect 2.0 until this issue is resolved and a successful automation sync occurs.

Any device that currently shows up in Total Connect 2.0, and still exists in the Tuxedo or VAM CANNOT be controlled remotely through TC2. When an attempt to perform an Automation Sync occurs, there is no Automation Sync Failed, or Automation Sync Successful message displayed in TC2 Activity. Status changes from the Z-Wave device to TC2 seem to be coming through fine. It's only the sync process and remote control that seem to be having issues.

Alarm Grid is working with Resideo and Honeywell Home, and as soon as this issue is resolved, we'll post about it here. We posted information earlier this year about the Tuxedo Keypads and VAM Automation Controllers not updating the weather properly. We don't know if this current issue is related to the previous one, but we hope that it will be resolved soon. Stay tuned to our blog for updates.

Here at Alarm Grid, we recently learned that the Qolsys IQ Panel 4 supports the Qolsys IQ Remote, but only the most recent iteration. Older Qolsys IQ Remotes are not compatible. If you plan to replace a Qolsys IQ Panel 2 with an IQ Panel 4, read on to see how you can tell the keypads apart.

As of now, only the Qolsys IQ Panel 4 AT&T LTE, Interlogix/GE Compatible version, and the Qolsys IQ Panel 4 Verizon LTE, Interlogix/GE Compatible version are available. The other iterations of the panel will become available in the next couple of months. The only touchscreen keypad that is currently compatible with these panels is the Qolsys IQ Remote, and only the latest version with P/N QW9104-840, at that. Keypads with a P/N of QW9103-840 or below are not compatible. The sticker showing the part number should be on the back of the keypad.

Below, you can see the back of an IQ Remote with the P/N: QW9103-840. This keypad is not compatible with a Qolsys IQ Panel 4:

Looking at the sticker on the back of the keypad is the first way to easily determine whether the IQ Remote will work with the IQ Panel 4 or not. But, what if the sticker has been removed, or the touchscreen keypad has been mounted to the wall and the back side is difficult to access? There is another easy way to tell whether the IQ Remote you have is the older or newer version.

When the IQ Remote was re-designed, the front-facing camera was moved from the upper right corner to the center of the keypad. This was done, in part to better match the look of the Qolsys IQ Panel 2/2 Plus. Checking the location of the camera is the easiest way to determine whether it is a newer or an older Qolsys IQ Remote.

Below you can see one of the original Qolsys IQ Remotes. You can see that the camera is located in the upper right corner of the keypad.

Below is an image of the newer Qolsys IQ Remote, P/N QW9104-840. You can see the camera has been moved to the front center, and in the upper right corner you can see that a microphone has been added:

Checking the camera location is by far the easiest and quickest way to determine if the IQ Remote you have is compatible with the Qolsys IQ Panel 4. It's rumored that a PowerG Touchscreen Keypad is in the works, which, if true will likely make the IQ Remote obsolete given the superior wireless range of the PowerG protocol.

The Qolsys IQ Panel 4 can support up to three (3) IQ Remotes, but it also supports the use of up to five (5) Wireless PowerG Keypads (WS9LCDWF9, HS2LCDWF9, and HS2LCDWF9ENG) and up to two (2) Hardwired DSC Keypads (HS2LCD, HS2ICN) per DSC PG9WLSHW8 PowerG Wired to Wireless translator module. Up to two (2) modules are currently supported per panel, so up to four (4) of the wired keypads can be used. This gives a total of up to 12 remote keypads.

Have comments, questions, suggestions? Leave a comment below and we'll be happy to respond. Our support hours are from 9:00 am - 8:00 pm Eastern Time, Monday - Friday, and our support email is support@alarmgrid.com. We always look forward to hearing from you.

Now, in addition to Z-Wave and Liftmaster/Chamberlain MyQ garage door integration, Alarm Grid's Alarm.com customers can use Genie Aladdin Connect retrofit kits, and OHD Anywhere Overhead Door kits to integrate control of garage doors through Alarm.com. This is a server-level integration.

The Genie Aladdin Connect and OHD Anywhere Overhead Door kits are retrofit kits that make older garage doors "Smart". They provide a connection to WIFI, that older garage doors would otherwise not have, which enables them to work with their own remote control app and/or with the Alarm.com app. The benefit of integrating with Alarm.com is that it allows a single app to control multiple types of devices. Also, when the garage door is integrated through Alarm.com, it can then be included in automation scenes based on system events, or schedules.

Each retrofit kit can support up to three (3) separate garage door motors. The Genie Aladdin Connect Retrofit Kit Installation Instructions are available here. the OHD Anywhere Quick Install Guide is located here. There is also a Compatibility Guide, showing which older garage door motors are compatible with the OHD Anywhere retrofit kit. For the most part, any older garage door opener made after January 1, 1993, or with safety beams built-in, should be compatible with either of these kits. Conversely, most newer Chamberlain and Liftmaster MyQ garage door motors are incompatible.

For users with pre-existing installations of either the Genie Aladdin Retrofit Kit, or the OHD Anywhere Retrofit Kit, we have an integration guide (both linked above) showing how to add that integration to your alarm.com account. In order to have the option to add a garage door, you will need to have the Garage Door and Gate Control service package add-on enabled by your alarm dealer. For Alarm Grid customers, this will require the Gold Plan (Self or Full) or higher. At the time of activation, let your activator know that you need this service to be enabled.

If you don't yet have one of these kits installed, but you'd like to add one, there is no need to set the device up through the manufacturer's app. The entire setup, including adding the retrofit kit to WIFI, can be accomplished through Alarm.com by your security dealer. They will need you to provide the proper module serial number to them so that they can complete the server-to-server integration. Once it is complete, you'll be able to access the garage door through the Alarm.com app with no need to download any other app first.

What do you think of this integration? Alarm.com is really committed to third-party integration, and they are doing a bang-up job of making these types of services available to their customers. Do you have an older garage door motor that could be upgraded in this way? Let us know what you think in the comments below, we always look forward to hearing from you!

Alarm.com announced last week that it would begin offering a MicroSD card for use with its cameras that is made by Western Digital. Prior to that time, they offered a card manufactured by Micron. The WD Purple MicroSD card offers a lower price point and higher endurance performance.

The Alarm.com ADC-USD-256GB-WD MicroSD card is designed by Western Digital specifically for the mainstream video market. It offers an excellent balance of price, endurance, capacity, and longevity. This card is being offered by Alarm.com, but it can be used in any video camera that supports the use of a MicroSD card, either for backup, in the event the camera loses its network connection, or for primary recording, such as with the Alarm.com Onboard Recording and Smart View feature.

Alarm.com cameras only support card capacities up to 256GB, which is, I'm sure, why they've chosen to sell only cards with the 256GB capacity. Western Digital actually makes the WD Purple MicroSD cards in capacities from 32 GB to 1TB, as you can see from their Data Sheet. Currently, Alarm Grid is only offering the 256GB capacity cards that are offered through Alarm.com.

The WD Purple MicroSD cards use advanced 96-Layer 3D NAND technology. What this means is that there are 96 layers of NAND Flash memory medium stacked together, forming a 3D shape, sort of like a 96 story skyscraper, but very tiny. There are vertical channels between the layers, allowing communication between them. This architecture allows for less power consumption, greater storage capacity, greater endurance, and the ability to operate in temperatures ranging from -13℉ - +185℉ (-25℃ - +85℃). It also makes them humidity resistant, so they're great for working both indoors and outdoors.

Another feature of these MicroSD cards that makes them perfect for video surveillance use is the Card Health Monitoring feature. With compatible cameras, the camera can send a notification when it's time to replace the card. We're unsure if the Alarm.com cameras support this feature, but we have a request into them to check, and will update this post with the answer.

Update: Per Alarm.com CORE Technical Support, the Alarm.com cameras do not support the Card Health Monitoring feature at this time, but may begin supporting it in the future.

What are you thoughts on this subject? Do you have a camera that supports a higher capacity MicroSD card that you would like to see us offer for sale? Leave a comment below, and if there's interest, we can check into offering these cards in other capacities. Until then, have a great week, and we'll see you soon. Stay safe!

This week, Alarm.com offers some news. They have a firmware update for the Alarm.com Slim Line II Doorbells. It will be pushed automatically in the coming weeks. They're ready to support the new Qolsys panels. Also, a new MicroSD card will soon be available, made specifically for video devices.

The Alarm.com Slimline II Doorbells that are online and attached to Alarm.com accounts will be receiving a firmware update in the coming weeks. This update will be performed automatically, no input from the customer or the dealer is required. This update, Version 4089, will add compatibility for different internal components. Customers should not notice any change in performance regarding this update.

Alarm.com is ready to support the all new Qolsys IQ Panel 4. Currently, only the PowerG and 319.5 MHz versions of this panel (with either an AT&T LTE or Verizon LTE communicator) is available. However, additional versions of these panels, which will support Honeywell and 2GIG 345 MHz wireless in addition to PowerG in an AT&T LTE or Verizon LTE version, and then later DSC 433 MHz in addition to PowerG in an AT&T LTE or Verizon LTE version, will soon be available. We currently show the panels that are not available as being discontinued, but that will change as soon as stock becomes available. Bookmark the page for your panel, and keep checking back.

Alarm.com is ready for another new Qolsys panel, the IQ Hub. Now, they just need to get some available stock for this panel. The IQ Hub has a lot of the same features as the Qolsys IQ Panel 2, but each version of the Hub will only support one RF frequency. There will be a PowerG version, a 345 MHz version for those who will be replacing a Honeywell or 2GIG wireless panel, a 319.5 MHz version for those upgrading an older Qolsys or Interlogix panel, and a 433 MHz version for users who are replacing an older DSC panel, with an AT&T LTE or Verizon LTE version available for each of these "flavors".

Our final bit of news for the week is regarding Alarm.com cameras that support MicroSD cards. Alarm.com was offering a Micron i300 Industrial Memory Card (256 GB capacity) for use with their cameras that support local recording. They have switched to the WD Purple MicroSD Card (SKU: ADC-USD-256GB-WD). This card is less expensive, and with its high-endurance performance is designed for the 24/7 nature of use with surveillance cameras, particularly the Alarm.com cameras that offer Onboard Recording with the Smart View feature. Alarm Grid will soon begin offering this new and improved MicroSD card.