Press Releases Posts

It is likely that a number of Alarm Grid customers will be affected by Hurricane Idalia, particularly in Florida, Georgia, and South Carolina, based on current modeling. Our monitoring partner, CMS, let us know what steps they were taking to prepare for the storm. We'll lay them out below.

At approximately 5:00 am Wednesday, August 30 Hurricane Idalia became a Category 4 hurricane. According to the Saffir-Simpson Hurricane Wind Scale, a Category 4 rating means winds of 130 - 158 MPH (209 - 251 km/hr). At these speeds, catastrophic damage will likely occur in some areas. Well-built frame structures will likely sustain damage, in some cases extensive damage, to roofs and exterior walls. Trees may snap, or be uprooted, and power poles may also snap. Power outages can be widespread and prolonged.

In response to the expected surge in activity surrounding Hurricane Idalia, CMS has implemented the following measures:

Increased Staffing:

At the Longwood, FL and Manasquan, NJ locations, CMS has increased staffing for the duration of this weather event. In spite of this fact, there is still the possibility that callers to the monitoring station may experience longer than normal hold times.

Partitioning by Location:

Per CMS, "In order to more effectively manage alarm traffic, the CMS Operations team will be transitioning all accounts located in the affected areas to a storm partition. Please understand first responders will no longer respond to dispatches from CMS once sustained winds reach 45 mph." This is a policy of the responding agencies and is outside of CMS or Alarm Grid's control.

Redundancy:

Redundancy is baked into CMS' infrastructure. This is not a special storm-related preparation, but a 24/7/365 way of life. CMS operates three (3) separate monitoring centers in Florida, New Jersey, and California. All are UL-Listed and FM (Factory Mutual) approved. These monitoring centers are connected to one another with the latest in communication technology. This allows CMS to load-balance any increase in activity. It also removes the possibility of a single point of failure taking down operations.

If any of the three (3) centers experience a disaster, each center is backed up by two (2) generators as well as uninterruptable power supplies. Any of the three centers can reroute alarm traffic to the other two centers if the need arises.

Experience:

With over 35 years in business, being founded and headquartered in Florida, and with one of their monitoring centers being located in Florida, CMS operators have seen a lot! They've experienced hurricanes, both personally and in their profession. They are dedicated to keeping their dealers, their customers, and their employees safe.

Our US monitoring station partner, Criticom Monitoring Services (CMS) announced its partnership with Intrado to take advantage of their Text-To-911 (NG911) feature. This allows CMS to send alarm notifications to the authorities via text, rather than requiring a voice call from an operator.

Intrado is a telecommunications company that specializes in public safety communication. They work with PSAPs (Public Safety Answering Points) to improve the delivery of calls for service. A PSAP is where 911 calls are usually routed. It can be a separate entity, or located within a particular jurisdiction's telecommunications center. Many years ago when I was a dispatcher, 911 calls in the Louisville area were received by the PSAP office and then routed to the various police, fire, or EMS dispatch centers. If the PSAP was overrun, their calls rolled over to our call center.

Traditionally, when an alarm signal is received by the monitoring station, the signal goes to a special receiver. From there, an automation software package turns that signal into plain text that the operator then uses to process the signal. This may include calling the end-user to verify if authorities are needed before dispatch, or dispatching immediately.

Up until now, when the central station operator needed to dispatch, they manually called the authorities and relayed the appropriate information. This process only takes a few minutes, usually, but when you're waiting for the authorities in an emergency situation, minutes can feel like hours.

With this new integration, information on alarms that require dispatch is sent to participating PSAPs via text. And this is not a dump-and-run situation like the old voice dialers of yore. The text conversation is two-way. The PSAP can request additional information, and the central station operator can continue to provide information until the PSAP closes the chat. This allows the information on this particular incident to get into the hands of those who are in the best position to help much more quickly and accurately than ever before.

Even with all the improvements in alarm technology in recent decades, there are still times, such as during heavy storms, when a lot of alarms go off at roughly the same time. This can overwhelm both the monitoring station and the authorities who respond to alarms. I can foresee this technology making a huge impact on the efficiency with which alarm signals are handled moving forward, and I hope that every PSAP will adopt this new technology.

CMS began implementing this partnership with Intrado in December of 2022 with three (3) agencies in Florida. As of August 2023, they have over 130 agencies on board, and as more PSAPs sign up with Intrado, they will be folded into the integration with CMS. The current list of participating agencies can be found here.

This is just another way that the alarm industry is working to improve its service to both the alarm user and the community at large. What do you think about this new partnership? Leave a comment below and let us know your thoughts. We look forward to hearing from you!

Exciting news! Alarm.com has unveiled a new customer app with a fresh look. Faster response times and fewer clicks mean instant access to the data you need. Video and Activity are now conveniently available right from the Dashboard, ensuring quick access to your most vital information.

In addition to the changes and time savings you can see, response times have been improved at the server level as well. Now, instead of clicking the hamburger menu (≡) and then selecting an option, the most commonly used selections, like Video, Activity, and Home, are pinned right at the bottom of the screen.

When you first log in to the app after the update, you'll see a What's New screen that summarizes all the updates.

The Dashboard can be customized so that when you log in, you see exactly what you want, and nothing that you don't. In the example below, Images and Highlights have been removed from the Dashboard. Click and drag the enabled cards to rearrange the order in which they are displayed. To edit the dashboard, click the Home icon, and scroll to the bottom of the screen, then tap Edit Dashboard.

Tapping the Video icon brings you to the video screen where you can see a live view of any camera in your account. You can also see Saved clips, and if you have any cameras enrolled in Onboard Recording you can click the 24/7 option to review selected feeds.

Clicking the gear icon allows you to edit various video settings.

The Activity screen shows you a list of events in chronological order with the newest events at the top. Each day has a Highlights section that provides a brief animated recap of the day's events. Video events provide a thumbnail for quick access to review those items. Use the extensive filter options to find specific items quickly.

Clicking the More option provides you with the options you used to see when clicking the hamburger menu in the upper left.

This upgrade appears to be a significant step forward for Alarm.com. By streamlining the user experience and placing the most pertinent information front and center within the app, overall usability and efficiency are enhanced. As users, we can all appreciate any change that simplifies navigation and reduces the number of clicks needed to access desired features! I am personally excited about this update and how it will make managing our alarms and security systems even more convenient. What are your thoughts on the latest Alarm.com UX update? Feel free to share your opinions and experiences in the comments below. We look forward to hearing from you!

The 4th of July, aka, Independence Day is the ultimate summer event. It is a celebration of our country's independence from Britain. On this day, most of us will engage in cookouts, swimming, eating, drinking, and fireworks, or some combination of those things. Just remember to do it safely!

Our hardworking support staff will be off, and our offices will be closed for the holiday. Of course, our central station partners Cricitom (CMS) and Rapid Response will be on the job, monitoring Alarm Grid customer systems. When it comes to alarm response, nothing will change.

If you need to contact the central monitoring station, to cancel a false alarm or verify a signal, customers in the US can contact Criticom (CMS) by dialing (888) 818-7728 and choosing Option [9]. This will get you in touch with an operator who can assist you with canceling a false alarm, putting your system on test, or checking an alarm signal. You can also set up a MyAlarms.com account, so that you can do those things yourself online without having to call.

Canadian customers can contact Rapid Response at (800) 932-3822. Remember when you call either monitoring station, you will be asked for your name, address, and your false alarm password or phrase. Providing incorrect information when asked, will result in the dispatch of authorities.

If you have a support question or if you need to make adjustments to your account, the monitoring station cannot assist you. In that case, send an email to support@alarmgrid.com with details of your request and we will begin to address these support issues as soon as we return to the office on Wednesday, July 5. At that time, we will return to our normal business hours of 9:00 am - 8:00 pm Eastern, Monday - Friday.

We hope you enjoy the holiday. We recommend that you wear sunscreen, and drink plenty of water if you'll be spending time outdoors in the heat, even if you're swimming. Be careful if you'll be handling fireworks and let's all meet back here on Wednesday to share stories about our holiday!

Alarm.com announces the addition of Tuscon Electric Power, Modesto Irrigation District, and American Municipal Power (AMP) to the Give Back, Get Back Demand Conservation Program. Customers with a qualifying smart thermostat, like the Alarm.com T2000 Thermostat, can earn incentives for participating in the program.

In different areas, these incentive programs are called different things. Demand Conservation, Give Back, Get Back, and others. Basically, they all boil down to one thing. During peak usage times, usually, in the summer months, when demand is at its highest, you give the utility company permission to make minor adjustments to your temperature settings, which allows them to lessen the demand on the power grid during peak usage.

If you sign up for the program, you have the ability to opt out of a single event, and you can opt out of the program completely at any time. However, if you do opt out, you will give up any further incentives that may be available through the program.

Tuscon Electric Power customers can earn a $50 Mastercard e-gift card for each eligible thermostat (up to two (2) total) for enrolling in the Smart Rewards program and earn another $40 Mastercard e-gift card for each year of participation. That's $90 for one thermostat or $180 for two. Between these incentives and the savings provided by a smart thermostat, this is an upgrade that will pay for itself in no time!

Modesto Irrigation District customers will receive a $50 bill credit when they enroll in the MID Power Smart program. Then, receive a $20 bill credit for each year that you remain in the program. If you're adding a new Energy Star® smart thermostat to your home, you can also apply for up to a $50 rebate toward the purchase of the thermostat. The rebate is limited to two (2) qualifying thermostats per household. Visit their website for full details.

American Municipal Power (AMP) operates in several states, including Kentucky, Pennsylvania, Ohio, Michigan, Virginia, West Virginia, Indiana, Maryland, and Delaware. According to Alarm.com, customers receive $55 when enrolling in the program with AMP. However, according to the AMP website, participants who sign up will be entered into a drawing for a $250 gift card at the end of each peaking season. So, do your research if you are an AMP customer looking to sign up. You can check out the program at AMP here. When in doubt, give them a call and get the details.

Not a customer of one of the utility companies listed above? Never fear! There are many, many companies that have been participating in some variation of this program for years. Not an Alarm.com customer? That's ok too. Most utility companies have a list of smart thermostats that are compatible with their version of the demand conservation program. Find your utility company's site and search "smart thermostat." You'll likely come up with the information specific to your area. If not, give them a call. There's a reason these companies are willing to pay incentives for participation in this program. It's good for everyone involved.

Google is ending support for conversational actions via their Google Home and Google Assistant platforms as of June 13, 2023. This will end Alarm.com users' ability to control their Alarm.com home automation devices using voice through the Google Assistant feature and Google Home devices.

It seems like yesterday, but it's been a couple of years since we brought you instructions on how to set up Alarm.com automation to be controlled using your voice via Google Home. Now that Google is deprecating its conversational actions feature, this integration is going away. This is a shame because we had many customers, and employees, who enjoyed this capability.

This is not something that is within Alarm.com's control. Google giveth, and Google taketh away. As of this writing, it doesn't appear that any new functionality will be replacing what is being removed. If you enjoy controlling devices using voice commands, and assuming you have an Android phone, your best bet for voice control moving forward is to use Amazon Alexa. Apple users also have the option to use Siri Shortcuts to achieve voice control.

We've had no word from Resideo as to how this change may affect the Total Connect 2.0 integration with Google Assistant and Google Home, so we reached out to technical support to ask them. According to their development team, "The sunset of Conversational Actions has no impact to our integration".

What do you think of this latest Smart Home functionality being deprecated by Google? Are you planning to move to Amazon Alexa or Apple Siri for voice-activated home automation? Leave a comment below and let us know what you think. We're always happy to hear from our readers.

We did it! We made it to the end of another year. Your friends at Alarm Grid would like to express our huge thanks to all of you. As 2022 comes to an end, we appreciate all the relationships we have built. Our hope is that 2023 allows us to build even more.

Unfortunately, during the holidays the bad guys are lurking. So please be sure you are arming your alarm and benefitting from the protection it provides. Also, with the increase in at-home cooking, please make sure that you are regularly testing your smoke detectors. These, along with heat detectors and carbon monoxide detectors, must work when we need them. Regular testing will provide that assurance.

Alarm Grid will be closed all day on Friday, December 30, 2022, for our New Year's observance. This will allow us to spend time with our families as 2022 comes to an end. During this time, we will not be answering phones, responding to emails, or shipping out orders. We will return to our normal schedule on Monday, January 2, 2023 at 9:00 am.

While our support staff will be away, our monitoring station operates 24/7/365, so for those customers who have chosen full central station monitoring, your system will be continuously monitored by trained operators. They are always ready to answer the call and dispatch when needed if your alarm calls.

If you need to contact the monitoring station, either to report a false alarm or to 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 Alarm Grid customers who reside within the United States. Once an operator answers, you'll need to supply your name, address, and your false alarm password.

For our Canadian customers, our monitoring partner in Canada is Rapid Response. They can be reached at (800) 932-3822. Remember, when you call either monitoring station you will be asked for your name and address, and to verify your false alarm password or false alarm phrase. Providing the wrong information, or providing 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 those cases, please send an email to support@alarmgrid.com. Please include a detailed explanation of your request and any supporting details. We will get back to you when we return to the office on Monday. When we return, there will almost certainly be a bit of a backlog, so please be patient while we catch up. We will get back to you at our earliest opportunity.

If you are looking to sign up for new service, buy a new system, or expand your existing system, please visit alarmgrid.com. Our self-service website is always there for you. When looking to add new components, select the drop-down to "Enhance Your System" and search for the type of device you are looking for. One feature many overlook is the "Browse By" option along the right side of the page. On Monday, we will be tackling all the orders placed while we were away.

We hope that everyone stays safe, as we all say goodbye to 2022 and welcome in 2023! We look forward to working with you in 2023!

The maker of the 2GIG GC3 and GC3e recommends that all users with a panel approaching 3 years of age replace the backup battery. Initially, the expected battery life was between three and five years. With the recent notice Nice, 2GIG's parent company is now suggesting a battery replacement ahead of schedule.

Apparently, swelling has been observed in some of these panels' lithium-polymer batteries. The manufacturer notes that some minor swelling is normal, but based on the notice it sounds like some batteries may be swelling beyond what is normal.

Once you open up the GC3/GC3 panel to access the battery, Nice is also warning not to puncture the battery upon removal. Do not use any type of sharp object to remove the battery. Puncturing the battery could allow dangerous chemicals to spill from the casing. Once the battery is removed, please follow local guidelines with regard to the proper disposal of lithium-ion batteries.

It is also recommended in this notice to do a firmware upgrade of your 2GIG GC3 or GC3e alarm panel at the time you replace the battery. The latest revision for these panels is 3.2.6.6770.

Reading through the firmware release notes, it does mention that the latest firmware update includes the addition of battery testing, and conditioning, as well as a status indicator for battery replacement. So, we will double down on the advice to update your panel's firmware. This revision also includes compliance with UL 985 edition 6. This standard requires that the panel recognize batteries that can no longer provide battery backup for at least 5 minutes worth of alarm signaling. When the panel recognizes that the battery lacks this capacity, it will alert the user of a low battery and the battery should be replaced at that time.

The 2GIG GC3 and GC3e use the same firmware beginning with revision 3.2.3. If you already have revision 3.2.1 or higher, then you can find all updates on the GC3e firmware update page. Older revisions may require a stepped approach to upgrading and cannot be updated all-at-once. You can find the older firmware versions on the GC3 firmware update page.

You must update to the base build of each revision, and then you can skip to the latest build of that revision. The base of each version is 3.0.x then 3.1.x, then 3.2.x. If you have an earlier revision and attempt to update directly to 3.2.1, your panel will very likely be damaged and will have to be replaced. Updating over the air using Alarm.com can help with this process, as their server should only allow you to update in the proper order.

GC3/GC3e firmware updates can be sent by your alarm dealer. When the update can be sent using WIFI at the panel, there is usually no charge, though different dealers may have different policies on this. An upgrade that has to be sent using cellular data will incur a fee, which will likely be passed onto the user by the dealer. Alarm Grid always passes these fees along with no markup. We recommend that you update using the USB port at the top of the panel. We have written detailed instructions on updating the firmware using the USB port to make this process easier to accomplish.

If your panel is approaching or past the 3-year mark, it is best to be proactive and purchase your new GC3/GC3e battery today. Then make sure to install the latest firmware, as recommended.

The year 2022 is quickly drawing to a close, with about 30 shopping days left until Christmas. But before we jump ahead to the next holiday, we wanted to take a moment to reflect and give thanks in honor of Thanksgiving. It's one of our favorite holidays, with a simple goal of togetherness.

If you'll be traveling this Thanksgiving, be sure to lock your doors and arm your alarm system. Your system can't do its job until you do your part. If you have smoke detectors connected to your system you should definitely test them regularly. Whether your system is armed or disarmed, smoke detectors are always active when properly configured.

So that our dedicated support and planner staff can celebrate with their families, Alarm Grid will be closed all day on Thursday, November 24, 2022, for Thanksgiving. We'll be back bright and early on Friday, November 25 at 9:00 am. Of course, our monitoring station operates 24/7/365, so for those customers who have chosen full central station monitoring, your system will be continuously monitored by trained operators who stand ready to respond to any alarm you may have.

If you need to contact the monitoring station, either to report a false alarm or to 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 Alarm Grid customers who reside within the United States. Once an operator answers, you'll need to supply your name, address, and false alarm password.

For our Canadian customers, our monitoring partner in Canada is Rapid Response. They can be reached at (800) 932-3822. Remember, when you call either monitoring station you will be asked for your name and address, and to verify your false alarm password or phrase. Providing the wrong information, or providing 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 to you as soon as possible when we return to the office on Friday. There can be a bit of a backlog, so please be patient while we catch up.

2022 has been a year for reacquiring a solid footing in the post-COVID-shutdown era. We've dealt with supply chain issues, sudden discontinuation of some products, and name or model number changes in others while manufacturers struggle to meet the demands of their customers, and by extension, our customers. The waters are choppy, and we're navigating them to the best of our ability. We appreciate you staying in the boat with us. We will arrive at the dock together, safely.

Resideo announced today that the final Lynx product still being manufactured is discontinued, effective immediately. Some components required to produce the LynxTouch L5210 panel are obsolete, so the decision has been made to move on. Rest in peace LynxTouch. You were a good product.

I was never meant to be an alarm technician. I went to school for networking, and I had a job doing technical support for an ISP. Then the Dot-com Bubble burst in 2000 and suddenly there was a surplus of qualified candidates for every networking job. The ISP I worked for went out of business, so I knew that there were at least forty other people looking for the same networking jobs I was.

I saw an advertisement for a technical support specialist at Ademco. I studied up on the company, and what it offered. The largest manufacturer of alarm products in North America. Not bad! The main reason I applied was that I knew none of the other people who were also in the process of losing their jobs, would. I figured I could continue looking for networking jobs if I managed to get hired. I went into it actively not wanting the job. I literally said, "I'll probably get this job because I don't want it."

I had an interview and got a tour. They were interested in me because of my networking background. They were about to begin supporting a touchscreen keypad that had an internet connection and most of their alarm technicians were not good with software, computers, or networking. I left the interview thinking, "I probably won't get this job because now I want it."

But I did get the job, and for the first few months, I thought I would fail. I had no electronics background and no alarm panel background. They trained me on downloading software first. For the first week, I bet I didn't say two words all day long during training. At night I went home saying, "What do they mean 'control panel'?!" What everyone else in the world called a download, they called an upload, and vice versa. Eventually, I made it to alarm panel training.

At that time, in early 2001, the Lynx panel lineup was their only wireless all-in-one panel. Its competition was the Simon panel lineup from ITI/Interlogix/GE. Both manufacturers' panels spoke, and both spoke with a female voice. For a person who didn't have any experience with wiring or resistors, it was like an oasis in a desert of hardwired panels. The Lynx could be a bear to program because it didn't have an actual alpha display, but nearly every Lynx panel in use was exclusively using wireless sensors.

I really liked the early Lynx panels. My reasons were selfish. The thing that made it difficult for others wasn't a problem for me. The menu prompts, particularly in zone and output programming, made perfect sense. The feature that made other panels difficult for me, various wiring scenarios, was almost completely absent from the Lynx. Working with Lynx panels gave me the confidence to stick with alarms until I could master the rest of the product line. Also, because a Lynx panel would allow you to record a custom voice descriptor for a zone, you could use it to play some pretty good pranks on fellow technicians.

That was twenty-one years ago. I was so intent on trying to master this technology I didn't have time to look for a networking job. Anyway, I had found a home in this industry. Interlogix shut down its North American alarm operations at the end of 2019. So, the Lynx has outlived its old nemesis the Simon panel. Earlier this year, Resideo announced that it would discontinue the Lynx 3000 and LynxTouch L7000 panels. The L5210 was the final remaining Lynx system, and now it too is discontinued. Forgive me if I get a little misty-eyed and nostalgic. After all, I'm saying goodbye to an old friend.