Service Announcements Posts

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We have learned that there are some temporary server issues affecting the Total Connect 2.0 service. These issues may lead to "latched" alarms and/or trouble conditions. Users may also experience delays using the TC2 platform and have trouble logging into their accounts during this time.

As a result of these issues, users may find that system alarms and trouble conditions are becoming "latched" on their Total Connect 2.0 account. This means that these events are still appearing on TC2, even though the issue has been cleared locally. You should be able to clear these events by using the "Refresh Status" button on TC2. If you find that you cannot clear these events, then you should email us at support@alarmgrid.com so that we can clear them for you. Please note that other TC2 functions, such as remote access and system alerts, should still be operating as normal.

Alarm Grid has reported these issues to Resideo's AlarmNet360 division, and the problem is being addressed at this time. We expect the matter to be resolved as soon as possible. We will provide an update when the matter is fixed. Stay tuned to our blog for updates.

Update: Resideo has reported that the issue has been resolved as of about 5:30pm ET.

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Resideo is currently in the process of pushing automatic OTA firmware updates to all active AT&T LTE Communicators. The updating process is ongoing, and we are not sure how long it will last. You should not notice any changes to your monitoring service or your Total Connect 2.0 account.

Honeywell lyric lte a at and t lte cellular communicator for the

If you recall a few months ago, we announced that Resideo was pushing down automatic over-the-air (OTA) firmware updates to LTE communicators. Resideo started with the Verizon LTE Communicators, and now they are updating the AT&T LTE Communicators. This is a very similar update with no major differences.

Just like before, Resideo is expected to perform this update cycle in batches. Units that were registered first will have the update performed first. This will continue in sequential order until all active Resideo AT&T LTE Communicators have been updated. Any new AT&T LTE Communicator activated during this time will be placed at the end of the queue. If an update fails, that communicator will be pushed to the next batch to try again.

Remember, the communicator must be active and connected with the AlarmNet360 Servers in order for the update to go through. Any communicator that is not active will not be able to receive the update. This includes any communicator installed inside a panel that is currently powered off. Try and keep your panel powered on at all times to ensure that the update can go through successfully.

The following Resideo Communicators are affected by this update:

It is possible that your panel may reboot as part of the updating process. However, you should not notice any other changes. Additionally, the following Contact ID messages may be generated during the process:

Contact ID
Description
E365 Cell Software Update Start
R365 Cell Software Update Finish
E966 Cell Software Update Failed
E903 Code Update Start
R903 Code Update Finished
E904 Code Update Failed
E339 Power On Reset

If you have any questions regarding this update, please do not hesitate to email us at support@alarmgrid.com. Remember that our support hours are from 9am to 8pm ET M-F. We look forward to hearing from you and answering your questions!

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Hi DIYers! We are excited to learn that Firmware Version 2.4.0 is now available for the Qolsys IQ Panel 2 and IQ Panel 2 Plus. The update can easily be applied at the panel or pushed from Alarm.com. Many new features and automation capabilities come included with the firmware update.

Qolsys iq panel 2 verizon 7 security panel w slash z wave ready

The following updates to the system are applied with Firmware Version 2.4.0:

Improved User Interface (UI)
- Ability to Hide Security, Lock, and Thermostat Pages
- Dynamic Screen Lock Page - Enable Independently from Partitions
- All-New Automation & Wellness Pages

Improved Partitions 2.0
- Global Arming
- Bluetooth Disarming by Partition

LiftMaster MyQ Garage Control
- New Panel UI for LiftMaster Garage Door Devices Paired w/ Alarm.com

ADC Scene Control
- Control Alarm.com Scenes Directly from Panel

IQ Remote Enhancements
- Alarm.com Videos thru Built-In Camera
- Live-Stream ADC Cameras and Video Doorbell thru IQ Remote (No Audio)
- Connectivity Improvements

Home Automation
- Support for Z-Wave Version 6.81.03 - Including S2 Security & SmartStart
- Note: Only for Panels Manufactured w/ 2.4.0 & Above; Not for Panels Receiving Update OTA
- Support for LQI 2 (link quality indicators)
- Emergency Heat Mode for Z-Wave Thermostats now supported

PowerG
- PowerG Modem Firmware Update 80.25
- Fixes Compatibility with the DSC PG9312 Outdoor Contact

Panel Motion
- Sensitivity Settings - High, Medium, Low
- Mask-Off Up to Four (4) Distinct Areas

Other
- QR Code Scanning for S-Line Sensor Enrollment (319.5 MHz Panel Only)
- Language Improvements

While we will certainly be showing off these features in greater detail sometime in the near future, for now we just want to show you how to download the new firmware. You can have the update pushed down automatically from the Alarm.com servers free of charge. Alarm Grid customers can do this by emailing us at support@alarmgrid.com. You will need to have the panel monitored with Alarm Gird and connected to WIFI for us to do this.

But the easiest way to update is to apply the update yourself at the panel. Again, make sure your system is monitored and connected to WIFI before you begin. It will also need to be plugged-in and not have a low-battery condition. Start from the main screen of the system. Click on the small grey bar at the top. Choose Settings > Advanced Settings > Installer Code (default 1111) > Upgrade Software > Patch Tag > type in iqpanel2.4.0 > OK > Upgrade Using Network. If done correctly, the new firmware update should be downloaded. Once it has been completely downloaded, press "OK" to begin the update process. The panel will reboot as part of the update. The entire process will take around five (5) minutes and is complete after the reboot.

If you have any questions about this update, please email us at support@alarmgrid.com. This looks to be a very exciting update for the IQ Panel 2 plus, and we can't wait for you to check it out. We will be showing off some of these features in greater detail in the coming days. Keep checking our blog for more information!

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We have learned that the LYNX Connect App has been discontinued. The app can no longer be downloaded from the Apple App Store or the Google Play Store. Users wanting a second on-site option for controlling a LYNX Touch should use either a keypad or Total Connect 2.0, or upgrade to the Lyric.

Honeywell l7000 wireless home security system with 7 inch screen

The LYNX Connect App is a handy tool for many LYNX Touch users, It allows users to control a LYNX Touch System from a separate on-site device, all while enjoying the same user interface as the LYNX Touch System itself. The LYNX Touch Panel must have an L5100-WIFI Card installed and be on the same WIFI network as the device that is using the app to control the system. The app is designed for use with the L5100, L5200, L5210, and L7000 systems.

A very common application of the LYNX Connect App is to use it on a tablet that is mounted to the wall. By doing this, you can essentially have the tablet operate as a touchscreen keypad for the system. Many users find this to be a desirable option, as it is really the only way to obtain a secondary touchscreen controller for a LYNX Touch. By using a cheap tablet, you can readily establish a great secondary keypad for your system. Unfortunately, the discontinuation of the app means that this is no longer an option for many LYNX Touch users.

It turns out that Firmware Version 9 for the LYNX Touch Systems does not work with the LYNX Connect App. Firmware Version 9 is the update needed to support the LTE communicators, including the LTE-L57A and LTE-L57V. Rather than update the app to make it compatible with Firmware Version 9, Resideo made the decision to discontinue support. As a result, it is no longer possible to get the app for an Android or iOS device. Remember that Firmware Version 9 is only available for the L5210 and L7000. If you have an L5100 or L5200, then your system is running a lower Firmware Version, and it will still work with the app.

If you already have the LYNX Connect App downloaded, and your LYNX Touch System is running less than Firmware Version 9, then you can still continue to use the app. Many L5210 and L7000 users who use IP-only monitoring never upgraded to Version 9. This is because Version 9 only really benefits users with cellular connectivity. Just be aware that if you ever need to replace your Android or iOS device, you will not be able to re-download the app. And if you ever upgrade to Firmware Version 9 or higher on your panel, then the app will no longer work.

Remember that Firmware Version 9 is needed to use an LTE communicator with an L5210 or L7000 panel. This is arguably the most important system upgrade you can make, as LTE is so crucial. If you want to replace a tablet that you used with the LYNX Connect App, then you have a couple of options available. One possibility is to get a Honeywell 5828 or Honeywell 5828V Keypad. Both keypads will pair nicely with any LYNX Touch System.

You might also consider using Total Connect 2.0. This is an interactive monitoring platform that you can use to control your system from anywhere. TC2 is even more versatile and beneficial than the LYNX Connect App. This platform can be used to access the alarm system from virtually anywhere using the Total Connect 2.0 Mobile App. Since you can access it on a smartphone, many users find that it is even more convenient than setting up a second keypad.

Another option is to upgrade to the Resideo Lyric Alarm System. The Lyric has its own app called the MyHome Controller App that works in the same manner as the LYNX Connect App. The MyHome Controller app is still actively supported by Resideo, and it allows a tablet or smartphone to serve as a reliable secondary keypad. Other benefits for the Lyric include HomeKit compatibility, increased zone support, and its encrypted sensor options.

We apologize for any inconvenience that this may have caused. If you have any questions or concerns about the loss of the LYNX Connect App, or if you want to learn more about Total Connect 2.0, then we invite you to reach out to us. Our team is happy to help you determine the best replacement keypad option for your needs. The best way to contact us is by email at support@alarmgrid.com. You may also call us at (888) 818-7728 during our regular business hours of 9am to 8pm EST. We look forward to hearing from you!

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Hi DIYers! We are happy to announce that there are new firmware updates available for the Qolsys IQ Panel 2 Plus and the 2GIG GC3e & GC3 Systems. Qolsys users can apply the firmware update locally at the panel. 2GIG users can apply from USB or have it pushed from Alarm.com for a small fee.

Qolsys iq panel 2 at and t wireless security system with at and

2gig gc3 diy wireless security system w slash 7 screen

Qolsys IQ Panel 2 Plus Version 2.3.4

Starting with the Qolsys IQ Panel 2 Plus, Firmware Update 2.3.4 is now available. This is a relatively minor upgrade to the system that improves recognition of the PowerG daughterboard for supporting wireless PowerG Sensors. Although you can technically apply this update to an original Qolsys IQ Panel 2 System, it won't make a difference, because that system does not have a PowerG daughtercard. Since you can apply this update locally at the panel, there is no fee required to receive this update. Remember, your system must be actively monitored and connected with Alarm.com for the update to go through.

In order to apply this update, you must have your Qolsys IQ Panel 2 Plus connected to WIFI. The panel should be plugged into AC power, and it should not have a low-battery condition. To begin, start from the main screen of the system. Press the small grey bar at the top of the screen. Choose Settings > Advanced Settings> Installer Code (default 1111) > Upgrade Software > Patch Tag > enter iqpanel2.3.4 > OK > Upgrade Using Network. The system should begin downloading the update. Once the download is complete, the update will be applied. This process should take about five (5) minutes. The panel will reboot at this time. The process is complete after the reboot finishes.


2GIG GC3e & GC3 Firmware Version 3.2.3

The 2GIG GC3e System just became available very recently. This Firmware Update Version 3.2.3 is a great way to get your new GC3e System up and running. Additionally, existing users of the original 2GIG GC3 System can also apply this same update. The update provides support for the new AT&T LTE Communicator (coming soon!) and allows for 6-digit user codes with both the panel and compatible Z-Wave locks. It also provides various fixes and helps the system run smoother overall. It is recommended that every GC3e and GC3 user receives this update so that they can continue to get the most out of their system.

The easiest way to receive Firmware Version 3.2.3 is to simply have it pushed down from Alarm.com. To do this, the system must have an Alarm.com Cellular Communicator installed and activated. You must contact your alarm company and ask them to push the update. There will be a small fee for this service. If you don't have Alarm.com, you can get more information on our monitoring page. The latest update can also be applied directly at the panel. To do this, you must download the update file onto a USB flash drive and insert the drive into the panel. You will then be able to apply the update locally at no cost. More information on this process can be found in this helpful FAQ. Although that FAQ is specific to the original 2GIG GC3 System, the 2GIG GC3e will follow the same process. Remember, there is no cost required to update via USB.


Alarm grid inside security stickers

If you have questions about either of these firmware updates, or if you would like to learn more about our monitoring services, please reach out to us! The best way to contact us is always to email support@alarmgrid.com. We will check your email at our earliest convenience and reply back as soon as possible. You may also call us at (888) 818-7728 during our normal business hours of 9am to 8pm EST M-F. We look forward to hearing from you and answering your questions!

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Hi DIYers! We have learned about a super convenient feature for Total Connect 2.0. You can now set smart scenes on Total Connect 2.0 to have your Lyric Arm or Disarm automatically based on a set schedule. This was previously only possible for Alarm.com users. TC2 users rejoice!

Honeywell lyric controller encrypted wireless security system

This feature is extremely convenient if you want to have your Resideo Lyric Panel Arm or Disarm at a set time on a regular basis. You can select both the day(s) of the week and the time of the day when the Arm or Disarm will occur. If your system is already Armed or Disarmed accordingly, then no change will occur. Otherwise, the scene will go through automatically, with no code being required.

Please note that this feature is only available for the Lyric Controller. It will not work with other Honeywell Panels that can use Total Connect 2.0 like the VISTA Panels or the LYNX Touch Panels. If you want to use this feature with TC2, then you will need to upgrade to the Lyric System. This is a great system anyway with its increased zone support and HomeKit compatibility. You might also consider going with an Alarm.com System, as the Alarm.com platform supports this feature for all their compatible panels. A great option is the 345 MHz version of the IQ Panel 2 Plus, which can support the same great 5800 Series Sensors that are commonly used with LYNX and VISTA Panels.

Users who follow a set routine every day should find that this feature is extremely useful. For example, if you go to work at the same time Monday thru Friday, you can set the system to Arm automatically shortly after the time you leave every day. You won't have to remember to Arm your system before you leave. Likewise, you can also have your system automatically Disarm a little before you normally return home. No more racing to beat your system's Entry Delay! Another example is if your kids leave the house after you do, and they sometimes forget to arm the system, you can set an arming schedule to run just after they are set to leave to be sure the system arms.

And if you ever want to make sure that your system Armed or Disarmed like it was supposed to, you can always check the Total Connect 2.0 Mobile App on your Android or iOS device. The app is also a great way to Arm and Disarm your system, and you can use it from pretty much anywhere. Another option available to make sure the system is Armed or Disarmed is to create Open (Disarm) and Close (Arm) notifications that will be sent via text, email, or push notification any time the system is armed or disarmed. We are sure that many of you will love automatic Arming and Disarming for your Lyric from Total Connect 2.0.

For our example, we will show you how to set up automatic Arming and Disarming from a web browser. But you should also have no problem doing this from the mobile app. To get started, login to your TC2 account on the website. Once you have logged-in, click "Scenes" on the left side of the page.


Then click the "Add Scene" button at the top of the screen.


Then give a name for your scene. We recommend choosing something easy to remember, like "Automatic Arm Away" or "Automatic Disarm". In our example, we just went with "Test Arm Stay". Then press the blue Continue button in the lower-right corner. When asked what you want the scene to do, choose Security. Then choose the status you want to put your system in when the scene activates. In our example, we choose "Arm Stay". Then press the blue Continue button in the lower-right corner.


Assuming that you only want the scene to Arm or Disarm your system, press the blue Continue button again. You will then be able to set the schedule for the scene. Start by pressing the "On a recurring schedule" button near the top.


And now you will set the schedule. You can choose multiple days of the week and the time. You can also choose to have the scene occur at Sunrise and/or Sunset on the selected days. For our test example, we set the scene to occur Monday thru Friday at 11:00am. Press the blue Continue button after making your selection.


Finally, press the blue Save button in the lower-right corner to save your new scene!


If you ever want to run the scene manually, you can press the Play button next to the scene. Otherwise, in our example, the scene will run automatically at 11:00am M-F if the system is Disarmed at the time. Once the scene runs, the system will automatically go into Arm Stay mode. If the system is already Armed at 11:00am M-F, then nothing will happen. The picture below shows the play button if you wanted to run the scene manually.


Remember that you will need to create separate scenes if you want to have your Lyric System both Arm and Disarm automatically at separate times. Also keep in mind that you can only do this on TC2 if you have a Resideo Lyric Controller. If you don't have a Lyric yet, now is a great time to upgrade to this powerful wireless security system.

If you have any questions about this feature, please reach out to us! We are happy to provide technical support for Alarm Grid monitored customers. The best way to reach us is to email support@alarmgrid.com. If you would prefer to call us, you can reach us at (888) 818-7728 during our regular business hours of 9am to 8pm Monday thru Friday. We look forward to hearing from you!

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We have learned that some spam blockers have been incorrectly marking one of the Criticom Monitoring Services outbound phone numbers as "spam". This is a serious issue, as it is very important for all our customers with central station service to be able to receive incoming calls from CMS.

CMS Logo

If you are not aware, Criticom Monitoring Services (CMS) is the official monitoring partner of Alarm Grid. Anyone with an alarm monitoring plan from Alarm Grid who receives central monitoring service has their security system connected with CMS. If you have central station service from us, then it is crucial that you are always able to reliably receive incoming phone calls from CMS.

The phone number in question that has been being incorrectly labeled as "spam" is (800) 432-1429. This is not a spam number. This is not a telemarketer. This is Criticom trying to contact you with important information regarding your home or business security system. If you ever see this number calling in, you should make sure to answer. There are also other phone numbers that Criticom may use to call you. But, to our knowledge, this is the only one we have been seeing marked as "spam".

For a reference, below are all of the numbers that CMS may use to try and contact you:

  • Longwood, FL: (800) 432-1429
  • Manasquan, NJ: (800) 631-2299
  • Cypress, CA: (714) 373-7000, (800) 468-4640, and (800) 482-9800

We strongly recommend that you add ALL of these numbers to the contacts list on your phone. That way, if CMS ever contacts you, then you will know that the call is from them. Remember, you may not always receive calls from the CMS monitoring center closest to you. If one office is ever down or unavailable, calls will be re-routed to one of the other two (2) monitoring centers. This redundancy ensures that CMS is always able to receive incoming alarm signals. This reliability is a big reason why we have chosen CMS as our monitoring partner.

If you use a spam blocker on your phone, that is fine. But you must make sure to "whitelist" this number so that calls can come through successfully. To do this, you should contact your phone service provider and make sure that this number is not blocked. If you use an app on your phone to block numbers, use that application to whitelist the number. We have found that this issue mostly affects T-Mobile users who have the new Name ID App, but users from other carriers who have spam-blocking apps may be affected as well.

Remember, CMS will call you whenever there is an urgent event regarding your security system. This can include a burglary or life safety alarm. If an alarm occurs on your system when it is not warranted, you will need to answer the incoming call from CMS and provide your false alarm password. Otherwise, the trained operator will follow the instructed action listed on your account. This usually involves dispatching the local authorities. If the incoming call is blocked as "spam", then you won't be able to answer the call, and you may receive unnecessary emergency dispatch. This can result in a major inconvenience for your local authorities and heavy fines for you. At Alarm Grid, we always do our part to prevent false alarms. You must do your part as well. Always make sure that you can receive calls from CMS.

If you have any questions or concerns about this issue, please do not hesitate to reach out to us. One of our top priorities is making sure that you can reliably communicate with our monitoring station partner. The best way to contact us is to email support@alarmgrid.com. You are also welcome to call us at (888) 818-7728 during our normal business hours of 9am to 8pm EST M-F.

Remember, our team is here to make sure that you always feel confident about the operation of your alarm system and the response of our central station partner. Thank you for being a valued Alarm Grid customer, and we look forward to hearing from you.

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Last night, July 24th, 2019, Alarm.com was experiencing server issues. You may have noticed problems with signaling and with your interactive account. We would like to let all of our Alarm.com customers know that these issues have been resolved. The service should now be working properly.

All Alarm.com users should now find that they can successfully access the platform and that their systems can report to Alarm.com without issue. We apologize for any inconvenience that these problems with Alarm.com may have caused for you last night. But we are now happy to report that these issues should now be resolved

If you are an Alarm Grid customer and you are still experiencing any issues with your Alarm.com, we urge you to email us at support@alarmgrid.com immediately. We will check your email at our earliest convenience and work to get your service working as soon as possible. Again, we apologize for any inconvenience you may have experienced last night, and remember that our team is here to help.

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Hi DIYers! This weekend is very special for Alarm Grid. Saturday, July 20th, 2019 is our 7th anniversary! Our entire team is super excited, and we hope that you are too. We wouldn't have been able to achieve this success without the support of our monitored customers. Thank you so much!

Alarm grid inside security stickers

To celebrate, most of our staff will be going on a "team-building exercise" the afternoon of Friday, July 19th. This "team-building exercise" is going to start at 3:30pm EST. We will still maintain all normal operations until our regularly scheduled closing time of 8pm EST that night. But please understand that we will have a lighter staff than usual. We appreciate your understanding.

Don't worry, our "team-building exercise" is strictly for training purposes. We certainly aren't doing anything fun like going to a super cool video game lounge with an open bar so that we can all hang out and play arcade games. What do you take us for? This is strictly business ;)

Thanks again to all the customers who have supported Alarm Grid throughout the years. We are truly grateful for your continued patronage. If you have any questions, you can always email us at support@alarmgrid.com. We will check your email at our earliest convenience and respond back as soon as we can. Thanks again, and we look forward to hearing from you.

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We have received news that T-Mobile and Rogers are both scheduled to shut down their 2G networks at the end of 2020. This is important for anyone using Alarm.com who is still using one of these communicators. Time is running out to upgrade your communicator and keep your system monitored!


We have talked about the ongoing 3G sunset on numerous occasions. Most 3G networks are set to be shut down by the end of 2022. Well the 2G sunset is even more pressing. Most of the 2G networks have already been shut down, and very few people are still using a 2G communicator for monitoring service. However, these people are still out there. They need to understand that if they don't take action soon, their panel will no longer provide monitoring service.

At this time, Alarm Grid only has a small number of customers using 2G communicators with their systems. These customers are using the 2G T-Mobile Network or the 2G Rogers Network in Canada to connect with the Alarm.com Servers. We want to make it very clear to these customers that if they do not replace their communicators by the end of 2020, they will no longer have active monitoring service.

We would also like take this opportunity to remind all our 3G customers that they will also have to switch to LTE in the coming years. Although the end of 2022 might seem far away, it certainly doesn't hurt to get a head start. An LTE communicator will provide faster and more reliable monitoring service, making it a great upgrade to make as soon as possible. And we're here to help you make the switch as easily as possible.

Fortunately, most Alarm.com Security Panels allow users to easily upgrade the cellular communicator for their systems. If you are still running a 2G communicator, then now is the time to make the transition to LTE. You can do this with an LTE cellular communicator. Start by powering down your panel by disconnecting its backup battery and unplugging its transformer. Then open it up (if necessary), and remove the old communicator. Install the new LTE communicator in its place, and power your panel back on. You can then contact us to activate your new communicator. If you already had cellular alarm monitoring, then there will be no need to change your monitoring plan.

Most of the LTE communicators available on our site connect with either the AT&T LTE Network or the Verizon LTE Network. You should choose whichever network provides better service in your area. Remember, this has nothing to do with your mobile service provider. Your smartphone and your security system are mutually exclusive devices. You can use a completely different cellular service provider for your alarm system.

If you are in the United States, then you should have no problem using an AT&T LTE communicator or a Verizon LTE communicator in your area. Just go with whichever service works better in your area. If you are currently using a Rogers 2G Communicator in Canada, then things are a little more complicated. We recommend checking this post we made on Alarm Monitoring in Canada.

And if you aren't sure of which communicator to get, you can always ask us for help. The best way to reach us is to email support@alarmgrid.com. We will check your email at our earliest convenience and reply back as soon as possible. You may also call us at (888) 818-7728 during our normal business hours of 9am to 8pm EST M-F. We look forward to hearing from you and helping you determine the perfect security option for your needs.

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