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Alarm Grid has learned that Alarm.com was experiencing a technical issue that prevented weather-related features from working properly. The issue was successfully addressed by Alarm.com, and it was only temporary. We apologize for any inconvenience that this issue may have caused.


According to Alarm.com, the issue began on last Tuesday evening April 28th, 2020 at roughly 9:50pm Eastern Daylight Time. The technical issue resulted in problems with weather-related features, including weather to panel, severe weather alerts, and weather forecasts that are displayed in user interfaces.

The issue was eventually resolved at roughly 7:00pm EDT on Wednesday, April 29th. Alarm.com users should no longer be experiencing any problems with weather-related features. If you are monitored by Alarm Grid, and you are having problems with Alarm.com, please email us at support@alarmgrid.com to let us know. We check our email from 9am to 8pm ET M-F. We look forward to hearing from you!

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Alarm.com has announced that new versions of their mobile app will soon be arriving for both Android and iOS. Android is getting version 4.11.3, while iOS is up to version 4.12. Both versions include important stability fixes, and the new iOS version provides some special new features.


For Apple users, Alarm.com iOS Version 4.12 will provide the ability to operate their integrated lights from within the Today View section by using a widget. Of course, this can be done from virtually anywhere in the world. This feature can be set up within the App Settings section of the left-hand navigation area.

Additionally, iOS users will soon be able to set up up a Siri Shortcut that will allow them to view the live video stream for a compatible Alarm.com Security Camera or an Alarm.com Video Doorbell. This Siri Shortcut is also set up using the App Settings navigation section within the Alarm.com App.

The new Android version does not offer any new features, but it does include important stability fixes and some minor enhancements. Similar stability fixes and enhancements are also included in the new iOS version. Android Version 4.11.3 can be downloaded for free from the Google Play Store, while iOS Version 4.12 will be available for free from the Apple App Store. Check for them in the coming days.

If you don't already have Alarm.com, check out our monitoring page to learn more about our monitoring plans. If you have any questions, you can email our planning team at support@alarmgrid.com. We check our email from 9am to 8pm ET M-F, so keep that in mind when emailing. We look forward to hearing from you!

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The Business Intelligence Group has recognized Alarm.com by presenting their Customer Operations and Reseller Education (CORE) Team with a 2020 Excellence in Customer Service Award in the Organization of the Year Category. Alarm Grid congratulates Alarm.com on their continued success!


Based out of the Minneapolis metropolitan area in Minnesota, the Alarm.com CORE Team works to provide top-quality customer service, technical support, and training to thousands of security providers on a daily basis. The group is responsible for helping to ensure that service providers like Alarm Grid have the knowledge and resources to help end users accomplish their security goals. The Alarm Grid team can attest to the excellent performance of Alarm.com and their CORE Team. To us, it's no surprise that Alarm.com was recognized in this way.

Alarm.com Vice President of Customer Operations Jason DaCosta said of the team, "We focus all of our efforts on delivering an unparalleled customer service experience to our partners and subscribers. In addition, we strive to identify and develop passionate and highly accountable team members, who share our all-hands-on-deck mentality, to continually elevate our customer service standards for the industry."

As you likely know, Alarm Grid offers many security systems for use with the Alarm.com platform. We have multiple monitoring plans that can be used with Alarm.com, including our most popular Gold Plan. More information is available on our monitoring page. If you want to learn more about Alarm.com or our monitoring services, please email us at support@alarmgrid.com. We check our email from 9am to 8pm ET M-F. We look forward to hearing from you!

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We have learned that Qolsys IQ Panel 2 Firmware Version 2.5.2 is now available. Anyone with a Qolsys IQ Panel 2 or IQ Panel 2 Plus can download this update. This is a universal update that will improve system performance and connectivity with Alarm.com. Apply it as soon as possible.

Qolsys iq panel 2 plus verizon lte with powerg s line and legacy

There isn't too much exciting to talk about with this update, but it is still very important. The only definitive noticeable change is that it fixes an error involving low-battery alerts while using a Qolsys IQ Hardwire 16 Wired to Wireless Converter. Other than that, the update mostly serves to improve the communication between the panel and Alarm.com.

You can read the entire Technical Service Bulletin TSB# 200413 here.

To apply this update, make sure that your panel is running at least Firmware Version 2.0.1, and have your system connected with a local WIFI network. The system should be connected with its transformer, and its backup battery should be charged. Please also note that if you are updating from Firmware Version 2.5.0 or 2.5.1, you must change the Log Level to "Verbose". This is done by clicking the small grey bar at the top of the system screen and choosing Settings > Advanced Settings > Installer Code (default 1111) > Installation > System Logs.

Once you are ready, from the primary panel, click the small grey bar at the top of the screen. Choose Settings > Advanced Settings > provide the Installer Code (default 1111) > Upgrade Software > Patch Tag > enter iqpanel2.5.2 > OK > Upgrade using network. The upgrade process should then begin. It normally takes less than 30 minutes. Remember that you must enter the Patch Tag exactly, or else the process will fail.

If you have any questions about this update, please email support@alarmgrid.com. We offer free technical support for monitored customers. Our support hours run from 9am to 8pm ET M-F. We look forward to hearing from you!

Note: This new Qolsys update should not be confused with Total Connect 2.0 Update Version 2.5.2, which was released in October of 2018.

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The organizers of ISC West, along with the Security Industry Association (SIA), have announced that ISC West 2020 is again being postponed, this time to October 6th - 8th. It will still take place at the Sands Expo Center in Las Vegas, NV. This is the second postponement of the event.


Originally, ISC West 2020 had been scheduled for March 18th - 20th at the Sands Expo Center. However, the annual event was delayed on March 6th due to health concerns associated with the ongoing global Coronavirus (COVID-19) pandemic. The new dates for the event were later announced as July 20th - 22nd.

Unfortunately, the organizers have determined that the July dates would no longer be suitable for this massive international event, which attracts thousands of security professionals from around the world every single year. The group has recently announced that the 2020 event will now be pushed back to October.

We are sure that this decision was not made lightly. This move had to have been made with the best interest of the health and safety of organizers, demonstrators, and attendees in mind. While our team at Alarm Grid is disappointed, we fully understand and respect the move of ISC West 2020 to October.

A statement from Reed Exhibitions Group Vice President Will Wise reads:

"Considering the escalation of COVID-19, travel and social distancing restrictions, and the economic impact over the past five weeks across the United States and the world, it is necessary to reschedule the event to October ... Working closely with the Sands Expo, we were committed to pursuing the best opportunity for ISC West to facilitate the conduct of business, education and peer-to-peer engaged platforms. Holding the event six months from now in October will offer the best scenario to support the security and public safety industry, in addition to the Las Vegas community. It is an unprecedented time, and we appreciate how the community is adapting, adjusting, and rallying."

The Reed Exhibitions group also released a document providing information regarding the waiving of airline fees. Most United States airline carriers are offering their customers refunds for travel plans that have been disrupted due to the ongoing pandemic. This is important for anyone who had already booked a flight to ISC West for the March or July dates. More information can be found here.

Although it is impossible for us to make any firm predictions (we don't have a magic crystal ball), it is fair to assume that this is the absolute furthest that ISC West 2020 can be pushed back. Any further, and you would begin to approach the time at which ISC West 2021 would likely be held. Holding the annual event back-to-back would not make any sense from a logistical or planning perspective. We may be stating the obvious here, but it looks like it's October or bust for ISC West 2020.

Right now, all we can do is hope that the world can move past the COVID-19 pandemic as quickly as possible so that we can save the date in October. Although October might seem like a long time from now, it will approach sooner than you think. Remember, ISC West is a huge global event that takes a tremendous amount of logistics and planning to be pulled off properly. Putting everything together during a major global crisis is simply impossible, and we applaud the organizers for make the change sooner rather than later.

Again, we would like to send our a sincere Thank You to the doctors, nurses, and scientists working on the front lines, as well as to all of the maintenance workers, sanitation workers, truck drivers, delivery drivers, and all of the other essential workers who are doing everything they can to help the rest of us during this difficult time. We are hopeful that this situation will be dealt with as quickly as possible so that order can once again be restored to the world.

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The Cincinnati Police Department has begun limiting police response for non-urgent matters in an effort to stop the spread of the COVID-19 Coronavirus. Calls deemed to be non-urgent are being redirected for online or phone reporting. The temporary policy took effect Tuesday, March 24th.

In a statement released on Tuesday, Chief of the Cincinnati Police Eliot Isaac stated, "I want all of the residents and visitors to Cincinnati to understand that the Cincinnati Police Department is ready and able to respond to any emergency call from the public... Our recently implemented Differential Response Plan is intended to limit the exposure of our officers and the public to the Coronavirus (COVID-19) and our desire is to continue to provide the highest level of police service, while maximizing our efficiency and effectiveness."

The department went on to add that the following calls will be redirected for phone and/or online reporting:

  • Assaults not requiring medical attention where suspect is no longer present.
  • Auto collisions, except those w/ injuries and/or vehicles that are no longer drivable
  • Breaking and entering w/ no suspect & no possibility of property recovery.
  • Criminal damaging reports.
  • Dog bites.
  • Found property
  • Lost or stolen license plates.
  • Menacing reports, unless suspect is expected, threatens to return, or is associated w/ domestic violence.
  • Phone harassment.
  • Property damage.
  • Theft reports w/o possibility of “immediate apprehension or property recovery”, unless value is equal to or greater than $5,000 and/or the stolen property involves a firearm.

Cincinnati residents are encouraged to report crimes online via the Cincinnati Police Department website, which can be accessed here. Another option for reporting any of the crimes listed above is to contact the Cincinnati Police Department Telephone Crime Reporting Unit (TCRU) at (513) 352-2960. The TCRU will accept reports from 8am to 5pm The Cincinnati Police Department also operates a non-emergency phone line at (513) 765-1212 for non-urgent matters.

If you have central station monitoring service in Cincinnati, then you should understand that the Cincinnati Police Department will still be responding to dispatch requests like normal. Cincinnati is not a verified response community, meaning that a dispatch request from a certified central station operator is sufficient for warranting an emergency response. An alarm from a security system is considered to be an emergency, and the appropriate authorities will still respond ASAP. However, Alarm Grid would like to remind all of its monitored customers to do their part in preventing false alarms by saving the CMS telephone numbers in your phone, setting appropriate entry/exit delays for your system, knowing your false alarm passcode, and placing your system on test mode before testing sensors.

It is presumed that the change in policy will be temporary and last until measures relating to COVID-19 are relaxed. No official or expected end date has been provided at this time. Please continue to check our blog for more information relating to police response policies in major cities and metropolitan areas.

Alarm Grid customers in Cincinnati who would like to learn more about this change in policy are invited to reach out to us by emailing support@alarmgrid.com. We are available to respond to emails from 9am to 8pm ET M-F. We look forward to hearing from you.

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This begins "Week 2" of Alarm Grid employees working from home. Our headquarters in Florida is shut down, except for a very small number of employees who absolutely need to be there. The rest of our FL team is working from home. Our team members in KY and CT are also working from home.

Alarm grid inside security stickers

As you know by now, COVID-19 is a serious global health pandemic, and we must all do our part to prevent the spread of the virus. This means making necessary sacrifices in certain situations, with the greater good in mind. We will continue to provide you with the best support possible, and we know our friends at Criticom Monitoring Services are doing their part as well. Rest assured that these temporary changes should have no effect on your monitoring service, and your home or business will remain protected and secured if you have to leave it unmanned for whatever reason.

The COVID-19 pandemic has hit some of our manufacturers hard, and some products may be backordered as a result. In the event that you order a product that is currently unavailable, we will do our very best to let you know as soon as possible. Our team will suggest a suitable replacement if one is available, and we will try to remain as flexible and as accommodating as possible. We appreciate your understanding and patience during this time.

It is recommended that you practice social distancing until further notice to prevent the spread of COVID-19. Stay at home if possible, and remember to wash your hands regularly and use hand sanitizer if it is available. If you must leave home for some reason, then avoid large crowds and gatherings, and stay away from those who are sick. Keep face-masks and other needed medical supplies available for those who need them most. Contact your doctor or healthcare provider if you believe that you may be sick. They will tell you the best actions to take. Make sure that your family and other loved ones also follow these steps to protect themselves and those around them.

We understand that this is a difficult situation for everyone involved. Some people may feel upset or emotional during this time. We are here to tell you that this will pass, and hopefully things will return to normal soon. While working from home might sound like fun, we can assure you that our team wants to get back to regular life in the office and to stop living in a world of fear and isolation. If you know someone who is struggling emotionally through this process, do your part to reach out. Give them a call or send them a gift to try and uplift their spirits. Remind them that these are temporary circumstances, and the best thing we can do for now is hold out until this eventually passes.

Remember, COVID-19 should have no impact on your monitoring service. If you have any questions about your monitoring service, or if you want to know if a certain product is backordered, you are welcome to email us at support@alarmgrid.com. Although we are working from home, our team is still regularly checking emails and providing support from 9am to 8pm ET M-F. You can feel assured that our team will see your message and respond as soon as possible. We know that this is a tough time for everyone, and we will do our part to help you get through it. We look forward to hearing from you.

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Reed Exhibitions has announced new dates for the 2020 ISC West show in Las Vegas. The event will now be held July 20 - 22, 2020. The show will still take place in the Sands Exposition Center. Information about registration for the event will be sent out as soon as more details are available.

Alarm Grid plans to have a team on the show floor, bringing you news, including video and interviews from some of the top vendors on site. As the show dates draw nearer, we'll provide more information on what you can expect from our coverage. If you can't make it to the show and you have a burning question about upcoming products or services from your favorite security vendor, put them in the comments. We may ask your question on camera at the show!

In the meantime, please follow the recommended precautions to avoid the Coronavirus. According to the CDC you should take these precautionary measures to avoid becoming sick or making others sick:

Take Steps to Protect Yourself
  • Clean hands often: Wash your hands often with soap and water for at least 20 seconds, in particular after you've been in a public place. Do so also after blowing your nose, coughing, or sneezing. If you can't wash your hands, use a hand sanitizer with at least a 60% alcohol content. Cover your hands completely, and rub them together until they feel dry.

  • Avoid contact: Avoid close contact with anyone who is sick. If COVID-19 is spreading in your area, keep your distance from other people. This is especially important for the very young, the elderly, and people with compromised immune systems.
Take Steps to Protect Others
  • Stay home: If you are sick, stay home. Contact your doctor or hospital and follow their instructions when seeking treatment.

  • Cover Coughs and Sneezes: Cover your mouth and nose when you sneeze. Use a tissue when available, if no tissue is available, use the inside of your elbow. Avoid using your hands, and if you must use your hands, be sure to wash thoroughly immediately afterward. See the note above for proper handwashing technique.

  • Wear a facemask: You should only wear a facemask if you are sick and you must come in contact with other people. If you can't wear a facemask, such as those people who have trouble breathing, do your best to cover your coughs and sneezes. Suggest that others around you wear a facemask. If you are not sick, you do not need to wear a facemask, unless you are caring for someone who is sick. Facemask supplies may be depleted, and should be reserved for those who are sick, or those who are caring for others who are sick.

  • Clean and Disinfect: Commonly touched surfaces should be disinfected daily. This includes tables, doorknobs, light switches, countertops, desks, phones, keyboards, toilets, faucets, sinks, car door handles, and steering wheels. Most EPA-registered household disinfectants will work. You can also make a bleach solution of 1/3 cup of bleach per 1 gallon of water, or 4 teaspoons bleach per quart of water. Check bleach to be sure it is not past the expiration date. Also, be sure to use bleach products in a well-ventilated area. New products that claim to be effective against viruses and that are EPA-registered are also expected to be effective against COVID-19. Be sure to follow the manufacturers recommended use instructions when using these products.
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We're back with a new video recap! We apologize that we were unable to post this recap yesterday. Since our Florida office has been closed, we won't be able to shoot new videos until it reopens. But we are working to resume business as usual as soon as possible. For now, let's check out our newest videos!

Adding a Wireless Zone to a Qolsys IQ Panel 2

Jorge shows you how to add a new zone to a Qolsys IQ Panel 2 Security System. The process is the same, regardless of which version of the IQ Panel 2 or IQ Panel 2 Plus System you are using. You need to put the system in its auto-enrollment mode and then fault the sensor you are adding to transmit a signal to the panel. The system should then receive the signal and allow you to add the sensor to the system and configure the settings for that zone.


Adding a 2GIG GB1 to the 2GIG GC3

Your friend Jarrett shows you how to add a 2GIG GB1 Glass Break Detector to a 2GIG GC3 Security System. The 2GIG GB1 is a glass break detector that transmits signals at 345 MHz. The device actively listens for glass break events. It must hear both the low-pitched "thud" of an object striking against the glass and the high-pitched "shattering" of the glass breaking in order to activate. This dual-detection method helps prevent false alarms on the system.


Using a 5853 Glass Break Detector with a 2GIG GC3

Jarrett explains how you can use a Honeywell 5853 Glass Break Sensor with a 2GIG GC3 Alarm System. The Honeywell 5853 is part of the Honeywell 5800 Sensor lineup, and it transmits signals at a wireless frequency of 345 MHz. The sensor can be conveniently auto-enrolled with the GC3 System by putting the panel into its auto-enrollment mode and then activating the tamper cover for the sensor. You will need to adjust the Loop Number for the sensor when programming.


Using WIFI as Primary and GSM as Backup On My Qolsys IQ Panel 2

Jorge explains how the Qolsys IQ Panel 2 Plus System uses both cellular and IP connectivity to communicate with the Alarm.com servers. Alarm.com requires that any system connected with its servers has a cellular communicator installed and registered. The IQ Panel 2 System has both an LTE cellular communicator and a WIFI card built inside. Most users will set up the system to communicate across both pathways for optimal performance and reliability. This will require a monitoring plan that includes cellular connectivity.


Adding a Remote Keypad to the Qolsys IQ Panel 2

Jorge covers the process for adding a Qolsys IQ Remote Keypad to a Qolsys IQ Panel 2 Security System. In order for the pairing to work, the IQ Remote Keypad and the IQ Panel 2 System should be connected with the same WIFI network. If no WIFI is available, then the system and keypad can connect using a wireless access point (AP). Once you have completed the pairing process, you should test the IQ Remote by arming and disarming the system to ensure that it is working properly.


Using the Chime feature On a Qolsys IQ Panel 2

Jorge explains how chimes work on a Qolsys IQ Panel 2 Security System. A chime is a quick sound the system makes when a connected sensor is faulted or activated. They are useful for quickly letting you know about system events. You can set up individual chimes for each zone on the system. However, no chimes will be produced if system-wide chimes are disabled. If there is a zone for which you don't want any chime sounds to occur, then you can set its chime setting to None.


Using 2GIG Sensors On a Qolsys IQ Panel 2

Jarrett explains how you can use 2GIG Sensors with the 345 MHz version of the Qolsys IQ Panel 2 Plus. Any sensor you want to use with the system will first need to be enrolled. We recommend auto-enrolling, as this ensures that the sensor can communicate with the panel successfully. Any uni-directional 2GIG 345 MHz Sensor can be used with the 345 MHz IQ Panel 2 Plus. Please note that this does not include the 2GIG eSeries Encrypted Sensors, which are for the 2GIG GC2e and 2GIG GC3e only.

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Today, as a result of the Coronavirus's spread, we have made the decision to close our Florida office. Our goal is to do this process without causing a huge disruption. That said, we will be a bit short-staffed for a few hours this morning. While the office staff is taking their workstations home and getting set up, our staff in Kentucky and Connecticut will be picking up the slack.

Much of this will be happening this morning. We are hoping that everyone will be up and running, fully staffed by 11am EST.

Because of this transition, however, please be courteous when you call. Understand that we are not at 100% early this morning. If you get the option to leave a message, rest assured, we will get to your call. We are attempting to do our part to make sure that we as a nation can "flatten the curve," as well as working to ensure that we are able to continually provide service to all of you throughout this crisis.

Be safe!

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