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What 2GIG brought to the table at ISC West this year is a lineup of new sensors for the Edge panel. These sensors use the 900 MHz frequency band for extended wireless range. They also offer encryption for secure transmission. 2GIG boasts they will have a 2km or 1.2 mile transmitting range!

The new 2GIG E+ extended range sensors are not yet available, and we don't have an ETA yet on when they will be released. In addition, 2GIG Edge panels require a firmware update to version 1.3 (3.1.3.xxx) in order to support the new lineup. When the firmware is released, we'll update our 2GIG Edge Firmware Update Page with the new information. Hopefully, the firmware will be available just before, or simultaneously with the sensors.

We don't have all the details on this new sensor lineup, but what we do know we'll share with you here:

2GIG DW10E-900 Door Window Sensor:

With a two-way transmitting range comparable to that of the DSC PowerG sensors, these E+ extended range transmitters are sure to be a hit. The DW10E-900 is the redesigned door/window sensor in the lineup. The exterior lines are rounded while the interior lines, where the magnet and sensor come together are squared. With a built-in spacer, the DW10E-900 is meant to fit in more diverse locations. Dimensions: 2.42" x 1.07" x 0.58" (6.14cm x 2.71cm x 1.47cm). Expected battery life: eight (8) years. Data Sheet.

2GIG PIR1E-900 Motion Sensor:

The 2GIG PIR1E-900 has a coverage area of 30' x 50' (9.14m x 15.24m). It has an attractive and low profile appearance and is pet-friendly for pets up to 85 lbs (38.55kg). The PIR1E-900 boasts a quad sensing element and has a 100° maximum horizontal sensing angle. Dimensions: 3.53″ x 2.35″ x 1.63″ (8.96cm x 5.96cm x 4.14cm). Expected battery life: three (3) years. Data Sheet.

2GIG GB1E-900 Glass Break Detector:

The 2GIG GB1E-900 glass break detector can pick up the sound of breaking glass within a 15' (4.57m) diameter. It offers intelligent detection of different glass types, including plate, tempered, laminated or coated. Like some other glass break sensors, it requires both the low frequency sound of someone striking glass, followed by the high frequency sound of glass shattering in order to activate, reducing false alarms. Dimensions: 4.57" x 1.57" (11.60cm x 3.98cm). Expected battery life: five (5) years. Data Sheet.

2GIG DW30E-900 Outdoor Door/Window Sensor:

The 2GIG DW30E-900 is an outdoor rated door/window transmitter. It would also make an excellent gate sensor. And with its extended range, it can protect openings that may have once been considered too far away for protection by the alarm system. It can handle extreme temperatures of -40°F - +140°F (-40°C - +60°C) and is IP56 rated, meaning it is protected against dust accumulation that would interfere with its operation, and powerful water jets. It supports an external Normally Open or Normally Closed contact and is made to easily mount to gates, garages, or poles. Dimensions: 4.6" x 2.1" x 1.5" (11.68cm x 5.33cm x 3.81cm). Expected battery life: five (5) years. Data Sheet.

2GIG SMKT-900 Smoke/Heat/Freeze Detector:

the 2GIG SMKT900 is a triple threat. It offers detection for smoke, both high heat and rate-of-rise protection, and as an added bonus, it can also be programmed to monitor for low temperature conditions. The fixed heat temperature threshold is 134°F +/-4°F (56°C +/-2.22°C). The rate-of-rise detector activates if the temperature is 104°F (40°C) and increases by 15° in one (1) minute. The low temperature threshold is 40°F (4.44°C) for a minute or more. It restores when the temperature is 45°F (7.22°C) for a minute or more. Dimensions: 4.7" x 2.3" (11.93cm x 5.84cm). Expected battery life: three (3) years. Data Sheet.

All of these new sensors work with the 2GIG Edge. 2GIG has admittedly had some issues with firmware and compatibility, but one thing I can say about the Edge is that it is rock solid from a hardware perspective. It is very solid and feels substantial in a way that some of the other all-in-one panels do not. We're excited to see how this sensor lineup affects folks choosing the 2GIG Edge. You can see a feature comparison between the 2GIG Edge and the Resideo PROA7PLUS here.

Starting on April 23, 2024 an improvement is being implemented to the arming process for the Qolsys IQ Panel 4 and IQ Pro. This change increases customer awareness of when their sensors are being bypassed during remote arming. Previously, it was often unclear when zones were being bypassed.

The behavior changes slightly, depending on which panel version the user has. For IQ Panel 4 systems below firmware 4.5.0, and for IQ Pro systems below firmware 4.3.0n, the "Force Bypass" checkbox will be hidden both on the customer app and website to signal when the Auto Bypass feature will be applied to any open sensors and trouble conditions.

For IQ4 Panels on firmware 4.5.0 or higher, and IQ Pro panels on firmware 4.3.0n or higher, when the Auto Bypass feature is enabled, the Force Bypass checkbox will be hidden on the user app and website. This is to communicate to the user that Auto Bypass is enabled in the panel. Anything that would prevent arming is already going to be bypassed.

If Auto Bypass is disabled at the panel on these versions, the Force Bypass checkbox, which has now been renamed to "Bypass all open sensors/trouble conditions" will appear and will be checked by default. If the user deselects the checkbox and there are sensor open or trouble conditions that would prevent arming, the system will fail to arm.

Be sure your Alarm.com app is on version 5.3.1 or higher. This will allow you to take full advantage of this enhancement to the Alarm.com remote arming feature. To check whether or not your system has the auto-bypass feature enabled, you can tap the gray bar at the top of the main screen, then Settings > Advanced Settings > Enter Installer or Dealer Code (1111 or 2222 by default) > Installation > Security and Arming. You can search from the top of the screen, just type in "Auto" and you should be taken directly to this setting. The "Auto Bypass" feature is enabled, by default.

ISC West is the premiere trade show in our industry. It happens in Las Vegas each spring and all the manufacturers of security products show up. Of course, we're interested in Qolsys, Alarm.com, Resideo, AlarmNet, and 2GIG, but there are many more! They'll display all their best new gadgets.

This year Alarm.com showed up to ISC West loaded for bear! They rolled out several new offerings in the form of both products and services. Many, but not all of these devices were targeting commercial applications. We'll list the big new items below:

Alarm.com

Outdoor Floodlight Camera and VizBlinder:

The Outdoor Floodlight Camera is a new product. As the name implies, it mounts outside in darker areas where an intruder may attempt to enter or gain entry to an area where they shouldn't be.

The new Outdoor Floodlight Camera features 4MP video and Two-Way voice options. It has 3,000 Lumen floodlights, allowing you to customize your lighting options. It's suitable for homes and small- to medium-sized businesses. Additionally, because it uses video analytics, the floodlight can automatically respond to threats when unwanted visitors or vehicles are detected. It can activate red and blue warning lights and also play warning sounds from a powerful siren.

VizBlinder will incorporate new hardware as part of the new feature. It allows the central station operator to fill a room with a vision obscuring white haze. This is done after the operator has accessed the available Alarm.com cameras and determined that an intruder is present. If cameras that support Two-Way audio are in use the operator will be able to engage with the intruder prior to activating VizBlinder. If I were an intruder, and the room suddenly began filling with an unknown white fog, I would skedaddle!

Remote Video Monitoring Console:

The Remote Video Monitoring Console (RVM) is a system that allows central station operators to offer "round-the-clock concierge video monitoring and proactive defense services to customers with Alarm.com Video Analytics cameras." Operators will receive immediate alerts when a vehicle or person enters an area that is restricted. Through the RVM, the operator can review the situation and, if necessary, intervene through the RVM using hardware located on the protected site. This includes using the two-way voice feature of some cameras to talk to the unexpected visitor.

Because both the cameras and the RVM Console are provided by Alarm.com, this is truly a seamless end-to-end integration. The fact that Alarm.com makes the cameras, video analytics, and the central station hardware, there is no special interface equipment required. The Remote Video Monitoring Console is what allows the central station operator to deploy VizBlinder, which we outlined in the previous section.

Sunflower Labs Autonomous Security Drone:

Alarm.com has partnered with Sunflower Labs to offer an autonomous outdoor security drone. Sensor activity on the alarm system and Video Analytics trigger the drone to deploy and investigate suspicious events. It can cover 10 acres in 90 seconds, making it perfect for larger commercial and residential properties. The drone provides "eyes in the sky" for property owners and central station operators alike, and puts intruders on notice that they're being watched. Presumably, central station operators can also deploy the drone based on information they glean through the RVM Console.

Shooter Detection Systems

Adding to their commercial offerings, Alarm.com introduces the Shooter Detection Systems (SDS) Indoor Gunshot Sensor. In the event of an active shooter situation, this system allows for a faster and more accurate response while also providing valuable information to both police and medical first responders.

The SDS sensor uses dual-authentication technology identifying both the acoustic and the infrared signature of a gunshot. It has an accuracy rating of less than 1 false alert per 5 million hours of use. Gunshot detection signals are automatically forwarded to Alarm.com and the appropriate central station is alerted within seconds. With the information provided by the system, the operator can inform the authorities exactly where the incident was reported.

Resideo

First Alert® VX5 Indoor Camera

Adding to their recently released First Alert® VX1 video doorbell and First Alert® VX3 outdoor camera Resideo introduces the new First Alert® VX5 Indoor Camera at ISC West. Like most of these products, the VX5 is not yet available, so information about it is scarce, but we know it will offer these features:

Advanced Event Detection
• Privacy Mode
• Integration with ProSeries Security Panel
• Compact, Versatile Design
• 2MP resolution and day and night vision with WDR
• Two-way audio
• Easy to Use App – TC 2.0 - for full control of the connected home or office

2GIG

E+ Extended Range Sensors

2GIG brings their new E+ Extended Range 900 MHz sensors to ISC West. This is an exciting addition to their portfolio. This product line will capitalize on the extended range capabilities of the 900 MHz wireless frequency. The E+ lineup will offer up to 1.2 Mile (2km) transmitting range. These sensors are bi-directional and fully encrypted with extended battery life as compared to regular 2GIG 345 MHz sensors. As with most products rolled out at ISC West, these are not yet available, but a data sheet for each is linked below. We will link to the products once they become available for sale.

Available sensors, so far:

• 2GIG GB1E-900 - Glassbreak Detector
• 2GIG DW10E-900 - Door/Window Sensor
• 2GIG PIR1E-900 - PIR Motion Detector
• 2GIG DW30E-900 - Outdoor Door/Window Sensor
• 2GIG SMKT-900 - Smoke Detector

Qolsys

We saved Qolsys for last because they didn't really roll anything out especially for ISC West. Qolsys finished 2023 strong with the release of their PowerG Everywhere 900 MHz automation devices and the Qolsys IQ4 NS no screen security panel.

PowerG Everywhere combines the excellent transmitting range we've come to expect from PowerG with the battery-savings and simplicity of use we get from Z-Wave. The resulting product is a battery sipping tour de force. So far, they offer the following PowerG Automation products which are compatible with the IQ Panel 4, IQ4 Hub, and IQ4 NS running firmware 4.4.0+ and the IQ Pro with firmware 4.3.0n+:

• IQ Lock-PG
• IQ Dimmer-PG
• IQ Switch-PG
• IQ Socket-PG
• IQ Smart Plug-PG
• IQ Outdoor Plug-PG

The IQ4 NS is a budget-friendly panel based on the IQ Panel 4. It's nearly identical to the IQ4 Hub, in fact, with one exception. It does not include a touchscreen interface. Instead, programming is performed using the IQ Installer App, available as a free download from the iOS and Google app stores. You can read all about the IQ4 NS and PowerG Everywhere in our blog posts here and here respectively.

Update 04/08/24 5:08 pm: According to a contact at Resideo, the available stock of IPCAM-WOC2 cameras without this issue is being held back to use as replacements for any affected units that have already been sold. Stock is limited, and once it is depleted, the camera will likely be discontinued permanently.

As an alternative, Resideo recommends the First Alert CAMWE-WO, also known as the VX3 HD Camera. This is an outdoor, 1080p camera with Wide Dynamic Range (WDR). With its intelligent event detection, the CAMWE-WO can distinguish between vehicles, animals, and people.

Original Post: If you have purchased a new Resideo IPCAM-WOC2 recently, but have not yet tried to register it, there is a good chance it will not register. A manufacturing issue has been identified, and a fix is in the works. However, you will need to warranty replace the existing camera if affected

Resideo released this notice today regarding the issue. The notice is a bit confusing. It states that because of this issue they have decided to stop selling the IPCAM-WOC2, but it also states that a resolution has been identified and that new product is available in their warehouse and that affected units can be returned for exchange or refund.

What we know currently:

• Installed, registered, and working units are not affected. There is no reason to believe they will have future issues related to this announcement.
• Units that have been purchased but not registered may have the issue. If you attempt to register an IPCAM-WOC2 and it fails, return it to the vendor you purchased it from for an exchange or refund.
• Currently, you can't purchase a new IPCAM-WOC2. Presumably, current stock of working units is being used for warranty replacement.

We've reached out to Resideo to try and get clarification on a few of our questions. When we hear back, we'll update this blog post. In the meantime, if you have purchased an IPCAM-WOC2 and you haven't tried to register it yet, it is recommended that you do so now. If you encounter an issue, contact the distributor or dealer you purchased the unit from and proceed from there.

If you are an Alarm Grid monitored customer, or you purchased an IPCAM-WOC2 from Alarm Grid recently, you can contact us regarding a warranty replacement. Send an email to support@alarmgrid.com. If the email you use to contact support is different from the email you used when ordering your product, please provide us with the ordering email. That is the easiest way for us to look up and confirm your recent order.

Resideo has confirmed that some Gmail users are not receiving Total Connect 2.0 email notifications. Their engineering group are aware of the issue and are working on a resolution. It is expected to be resolved soon. Text, push notification, and most other email domains are not affected.

We haven't been made aware of the actual issue with Gmail email addresses, but it probably has something to do with Gmail's efforts to block unwanted emails such as spam or phishing attempts. Unfortunately, when you take measures to block the unwanted, you sometimes also block the wanted.

This is an evolving issue, and Resideo have promised to update us when it is resolved. If so, we'll post that information here. Check back often!

Recently, we told you about T-Mobile customers who, in the past received MMS notifications with video thumbnails, but now receive SMS notifications with a link. Alarm.com will soon unveil a Push Notification Migration Tool to encourage and help users to switch from SMS to push notifications.

You may be asking, what's the difference between SMS, MMS, and push notifications? SMS or Short Message Service is a text message delivered to your phone through your phone carrier. Changes undertaken by the cell phone carrier can affect how and when you receive SMS notifications, or whether you receive them. These changes are outside the control of Alarm.com.

MMS is Multi-Media Service. An MMS message is sent for video notifications when a thumbnail preview is part of the notification setup. Changes to the way T-Mobile, and now Sprint which was acquired by T-Mobile a few years ago, handle MMS delivery caused the recent change in the way video notifications were delivered to those customers. Again, this is something that is outside the control of Alarm.com.

A push notification is generated by an app. The Alarm.com app can generate a push notification for any notification that may be generated through your alarm system that is connected to Alarm.com. Here are a few examples of why Alarm.com believes Push Notifications are superior to SMS or MMS:

Alarm.com will soon unveil a Push Notification Migration Tool to steer customers toward using push notifications. You can check on the status of the tool rollout here. Not everyone will see the migration tool prompt. Being offered the prompt is based on the login used to access the Alarm.com app. At first, only a very specific group of customers will be targeted. That is customers with exactly one (1) SMS contact and one (1) push device on a network known to have had problems with SMS or MMS recently. This includes T-Mobile, Sprint, and Rogers (Canada) customers.

The full requirements are:

• The login must be the primary login.
• The login must not be linked to other systems.
• There must be exactly one enabled SMS/MMS contact address on the account and no other disabled SMS contact addresses.
• At least one enabled notification rule with an SMS recipient.
• There must only be one active push device on the account, and it must be the one the customer is using. Push notification rules need not already exist for that active push device.

When the tool is rolled out, customers who fit the parameters mentioned above will see a message like this:

As you can see, this is strictly a voluntary change. Users have the option to Migrate now, be reminded later, or never have the prompt come up again. If you use the migration tool and switch to push notifications, your SMS/MMS notifications will no longer be active. However, the SMS contact information will be retained in the address book.

At some point, the switch to push notifications may become mandatory, at least for some cellular customers. If it does, it will likely be due to changes undertaken by the cellular carrier that make the delivery of notifications less than optimal. If that occurs, we'll be sure to let you know about it here in our blog.

UPDATE 3:00 PM EST 02/22/24:

The nationwide AT&T outage has been resolved and all affected users, including alarm communicators, have been restored to normal operation. AT&T is still investigating the cause of the outage, and no concrete information is yet available. If a forensic analysis is made public, we will comment on it in a separate post.

Both AlarmNet and Alarm.com show that service for customers with AT&T communicators has been fully restored. If you have an AT&T communicator that still seems to be offline, attempt to power cycle the device.

Always put a monitored system on test with the monitoring station before performing any kind of maintenance.

For most stand-alone communicators, you can do this by unplugging the battery and the primary power supply, waiting about 30 seconds, and then powering back on by plugging the battery, and then the power supply back in. If your communicator gets its power from a VISTA alarm panel, like the LTEM-XA, then power cycle the entire system. Power down by unplugging the panel's battery and transformer. Power up by plugging in the transformer first, and then the battery.

For older All-in-One systems, like the LynxTouch panels, you'll need to power cycle the entire system. Do this by opening the panel and unplugging the battery, then unplugging the transformer. When powering back up, plug the battery in first, then the transformer.

The PROA7 and PROA7PLUS panels have a reboot option through the Tools Menu. From the Home Screen, tap Menu (≡) > scroll down, tap Tools > Enter Installer Code (4112 by default) > scroll down and tap Reboot.

If you have a Qolsys touchscreen system, be sure to go through the panel's menu to reboot, rather than removing the battery and DC power. Not following the proper power-down or reboot procedure can damage the panel. Tap the gray bar at the top of the screen, then tap Settings > Advanced Settings > Enter Installer or Dealer Code (1111 or 2222 respectively, by default) > Panel Reboot (↻).

ORIGINAL POST:

A nationwide outage, beginning this morning at approximately 3:30 AM, is affecting both mobile phones and alarm communicators. The outage seems to be limited to AT&T, though there were early reports of issues with T-Mobile also. According to T-Mobile, their service is working normally now.

AlarmNet has posted this notice on the AlarmNet360 page:

Alarm.com has posted this notice:

It is important to note that this is a carrier outage, not an AlarmNet, Total Connect 2.0, or Alarm.com outage, meaning this is not something Resideo or Alarm.com can resolve. As new information becomes available, we will update it here. As an AT&T Subscriber in the Louisville, KY area, I can report that I have no cellular service at this time. AT&T recommends that their wireless users take advantage of WIFI calling wherever possible, until this issue is resolved.

This outage does potentially affect your ability to remotely control your system, to receive notifications from your system, and your system's ability to report alarm and other signals to a central station, but only if you have an AT&T communicator tied to the system or have an AT&T Mobile Device and no access to WIFI. To our knowledge, Verizon communicators are unaffected.

If your system reports a trouble condition related to the cellular outage, you can silence any audible alert by acknowledging the trouble condition. For users with touchscreen panels, this will usually involve touching the notification message and then acknowledging it on the next screen.

For VISTA users, a disarm command should be entered. This is accomplished by entering a valid 4-digit user code, and then pressing the 1 or OFF key. Once the outage has been restored, you will need to perform a disarm command again to clear the trouble condition from the display.

Most wired DSC panels indicate a trouble condition by displaying a triangle with an exclamation point inside. Pressing [*] [2] and then viewing the number or numbers displayed will explain what the condition is. A four usually (4) indicates a Comm Failure. You can see information about how to view DSC trouble conditions here. DSC Impassa users can see the Install Guide here. Information about trouble codes is on page 72. You can see a DSC PowerSeries troubleshooting guide here.

02/14/24 1:09 PM UPDATE: Per Resideo, these two issues are unrelated. However, the second issue, involving AT&T communicators appears to have been resolved.

02/13/24 4:15 PM UPDATE: Resideo has an update on the AlarmNet360 site currently:

"A small percentage of ProSeries and LTEMP LTE AT&T communicators may experience signaling issues that could result in a communication failure message being generated to the monitoring Central Station.

This issue is being worked with AT&T for immediate resolution.

We appreciate your patience while we work to quickly resolve this issue."

It is not clear whether this is a separate issue, or is related to the Pro Series issue originally reported in this post. When we get that information, we will either update here or in a new post with details of the new issue. Keep watching this space for updates.

02/13/24 Original Post:

Recently, Resideo identified an issue with select PROA7 and PROA7PLUS panels: screens become dark/unresponsive, losing connection to AlarmNet. A hard reboot is required for a reset. Resideo plans a firmware upgrade to address this, which will be applied automatically to all Pro Series panels.

This alert applies to all Resideo and Honeywell Home Pro Series panels. This includes the PROA7, PROA7C, PROA7PLUS, and PROA7PLUSC. While they say the number of affected panels is very small, we don't yet have an actual number or a date code range to confirm those details.

In response to this issue, Resideo has a firmware update, 03.1872.18.0 which they will begin pushing to all registered Pro Series panels this week. The update will also be available to dealers to push manually beginning on 02/13/24. This is a critical update and will be pushed over WIFI, if available, or Cell if WIFI is unavailable. It is important to note that only registered panels can receive this firmware update. Registered means that there is an account associated with the panel.

An affected panel will be dark, with no status LEDs illuminated. Along with these visible symptoms, the panel will stop communicating with the AlarmNet servers. This will eventually generate a report to the monitoring station of E359, which indicates the panel failed a regularly scheduled check-in.

If you have a Pro Series panel and believe your panel is affected, we recommend you power cycle it as soon as possible. Remove the set screw in the bottom of the panel and pull the front and back of the panel apart. Doing this will automatically remove the primary DC power.

Next, find the panel's battery and unplug it from the main board. Leave it disconnected for about 30 seconds, then plug it back in. Now carefully put the panel back together. Doing so will reconnect the primary power and the panel should begin to boot up. Replace the set screw, if installed and allow the panel to boot. This should return the panel to normal operation and allow it to receive the firmware update.

Panels that receive the firmware update will reboot as a part of the update process. This will generate a signal to the monitoring station of E-339-Exp. Module Power On / Reset, or possibly E-305-System reset, or possibly both.

If we receive further details on this issue, we'll post them here, so stay tuned. Updates will be posted near the top of this page and will be highlighted with a bold date and wording to indicate new information. We have yet to receive an official MWT Technical Bulletin on this issue, but I believe one is likely coming soon. Hopefully, it will contain the details that are, so far, notably missing.

Shooter Detection Systems and its parent company Alarm.com are currently promoting the #TakeAction initiative to advocate for gun safety. In the United States, people are increasingly afraid to go to work, school, church, and even the grocery store.

Shooter Detection Systems (SDS) sensors offer a combination of acoustic listening with infrared (IR) detection. When a shot is fired within a sensor's detection range, the combination of the sound and the infrared signature caused by the muzzle flash cause a signal to be sent. All processing takes place at the sensor, so you don't have to worry that an SDS sensor is "listening in" on your conversation.

They boast a 99.9% accuracy rating with less than 1 false alert in 5 million hours of use. Shooter Detection Systems holds 9 technology patents (so far). Having a system like this in place means that if Heaven forbid, an active shooter situation unfolds, no humans have to call for help, putting themselves and those around them in further danger.

CES is the Consumer Electronic Showcase. It's a trade show, and when it comes to consumer electronics it's THE trade show. At CES-24, Alarm.com and Shooter Detection Systems unveiled an initiative they call #TakeAction. It is designed to help individuals take control of their personal safety by advocating for the installation of an SDS or similar system.

At this site, Shooter Detection Systems offers letter and email templates that will assist individuals in writing to request proactive gun safety measures. There are templates for students to their school administrators, for parents to their child's school, and for employees to write to their employers.

There are also templates for letters or emails from consumers to local businesses. These businesses may include malls, movie theatres, concert venues, churches, or any other place where crowds may gather.

Finally, there are templates available for individuals to write to their representatives in Congress. This letter or email seeks to make members of Congress aware of the type of protection provided by Shooter Detection Systems, and encourages them to promote public gun safety in any way possible. From Congress, this may take the form of safety and security grant funding.

As mentioned above, Alarm.com is the parent company of Shooter Detection Systems. They acquired SDS in late 2020 and there are plans to offer indoor gunshot detection as part of the Alarm.com for Business platform. We don't yet know what will be required to use this service, but as information becomes available, we'll provide it in future posts. Stay tuned!

Update 02/06/24:

Per Resideo, they first began seeing this issue back in April 2023. They were able to determine that the Total Connect 2.0 server was creating and sending the notifications properly. They checked with the receiving carrier, in this case, Telus, and found that Telus had blacklisted TotalConnect2.0@alarmnet.com as SPAM. Therefore Telus was not delivering these notifications. This will affect SMS and Email notifications only.

For those Canadian customers who have complained of this issue, contacting Telus and asking them to whitelist totalconnect2.0@alarmnet.com has resolved the issue. This will also affect Canadian users of the Rogers service. Both Telus and Rogers appear to use the same intermediate SMS provider.

Original Post:

Alarm Grid has had reports from our Canadian customers that they are not receiving notifications from Total Connect 2.0. After checking with Resideo, we have confirmed there is an issue, and they are currently working with Telus to resolve it. We don't have an ETR. Check back for updates.

This is a recent development, though we haven't received any details from Resideo yet as to when the issue began. It seems to affect text, email, and push notifications to recipients in Canada. When we have more details, we will provide updates here. Rest assured this does not affect your system's ability to send alarm signals. Any signals generated by your system will be processed normally.