Service Announcements Posts

Back in May of 2018, we posted about Alarm.com discontinuing support for some older Z-Wave thermostat models. This meant that it was no longer possible to add these thermostats to an Alarm.com account. Only existing units that already been added were grandfathered in. But there's an update.

Before, you would lose access to these thermostats through Alarm.com if you ever had to have your Alarm.com account recreated for whatever reason. The most common reason for this is because you were switching to a new alarm dealer. Upon rebuilding the Alarm.com account, the Z-Wave thermostat integration was lost, and you would no longer be able to use the older unit with the platform. Many users were required to purchase new thermostat models as a result.

The following Z-Wave thermostats were affected by this issue:

• 2GIG CT-100
• 2GIG CT-30
• GE TSTAT-300

Alarm.com has now provided an update so that you will be able to pair any of the aforementioned Z-Wave thermostats to an Alarm.com account. In other words, you can now use any of the models listed above with your Alarm.com Z-Wave Network. However, we generally recommend upgrading to a newer model, as the units listed above are quite old and may not offer all of the features that you would expect out of a newer thermostat. Newer thermostats also have cleaner, more user-friendly interfaces that make them easier to use. But if you have one of the aforementioned models, then you will now be able to use it in your home.

If you have any questions, or if you would like to learn more about the monitoring services offered by Alarm Grid, please email us at support@alarmgrid.com. We operate support hours from 9am to 8pm ET M-F. We look forward to hearing from you!

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.

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.

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.

At roughly 9:45 PM on Wednesday March 11, 2020, the Resideo AlarmNet360 Servers and the Total Connect 2.0 platform experienced some technical difficulties. Users were unable to control their systems through the Total Connect 2.0 platform. These issues were later restored at roughly 2:25 AM.

We would like to apologize for any issues that this may have caused, and we expect all Total Connect 2.0 services to work as normal. If you are still experiencing issues, we recommend emailing our support team at support@alarmgrid.com immediately. Remember that we are available from 9am to 8pm ET M-F. We will provide a further update if these issues reemerge, but we anticipate no further issues.

Update: Resideo reports that there may still be some lingering issues for some users. However, we have tested our systems and found them to be working fine. Please contact us for assistance if you are still experiencing problems. We expect these issues to be fully resolved shortly.

2nd Update: Resideo reports that the issues have been fully resolved. Please contact us at support@alarmgrid.com if you are still experiencing issues.

The alarm industry is continuing to deal with the ongoing Coronavirus. We have received recent news that many Alarm.com products, including most Alarm.com Security Cameras, are on back order and are unable to be ordered at this time. We apologize for any inconvenience this may cause.

Please note that this has absolutely no effect on the Alarm.com Servers or alarm monitoring service in general. If you are an Alarm Grid customer, you have absolutely zero fear about this world health epidemic affecting your service or causing any disruptions. Our central station partner, Criticom Monitoring Services, is based entirely out of the United States, so Coronavirus will have little, if any, impact.

Just please understand that many of our manufacturers are experiencing severe hardships at this time. It's possible that more products may be back ordered in the near future as well. Again, we apologize for the inconvenience, and we expect manufacturing to return to normal once the disease passes over.

At this time, it appears that Qolsys and Alarm.com are the manufacturers being most affected by the pandemic. In the event that you order an unavailable product, we will let you know ASAP and recommend an alternative to the best of our ability. In many cases, there is a good alternative that will meet your needs.

If you have any questions about product availability or the monitoring services we offer, please contact us at support@alarmgrid.com. Our support team operates from 9am to 8pm ET M-F. We are happy to address any concerns you might have and suggest alternative products if necessary.

Firmware Version 2.5.0 for the Qolsys IQ Panel 2 Plus is now officially available and can be downloaded to any original IQ Panel 2 or IQ Panel 2 Plus. The update provides some new and exciting capabilities for the system. It is advised that anyone with a compatible IQ2 System updates ASAP.

Before we talk about the new features that come with Software Version 2.5.0, let's first discuss how to update the software on the panel. The IQ Panel 2 or IQ Panel 2 Plus System must be already running at least Firmware Version 2.0.1. The panel must be connected to a local WIFI network. Its transformer should be plugged in, and its backup battery should be charged. Once those conditions are met, you can begin the upgrading process.

Start from the main screen of the system. Click the small grey bar at the top of the screen. Select Settings > Advanced Settings > enter the Installer Code (default is 1111) > Upgrade Software > Patch Tag > enter iqpanel2.5.0 > OK > Upgrade Using Network. If done correctly, the upgrading process should begin. The process will take around (15) minutes. Please note that you must enter iqpanel2.5.0 exactly as the Patch Tag. If you enter the Patch Tag differently, then the process will not work correctly. If you do not have access to a WIFI connection, the firmware update files can be downloaded from our site.

As for the 2.5.0 Firmware itself, the following new features and changes have been made:

• New Sensor Group 25 - Non Reporting. Used with Environmental Sensors (Flood, Freeze, Temperature). Will not report to central station, but will report to Alarm.com Fixes previous issue of temperature sensors being unable to send notifications to users through Alarm.com.
• New Sensor Group 53 - Temperature Reporting. Used with Temperature Sensors for reporting to a central station.
• Added support for sump pump integration through Alarm.com if Water Management Add-On Package is applied to the account.
• Can now delete failed Z-Wave nodes from Alarm.com.
• Added software and settings that support European CE & EN Grade 2 Certification.
• New Languages: Dutch, Italian, Icelandic, Norwegian, Swedish.
• Sensor name length limit increased from 24 characters to 56 characters.
• Can now set Photo Frame Start Time to begin after One (1) Minute of inactivity.
• Panel overheat notification can now be sent to Alarm.com.
• New quick names for motion detection sensors available.
• Disabling the Panel Camera Setting now also disables Panel Camera from the Equipment List and from the Alarm.com back-end and mobile app.
• Master Code can now make language changes.
• Minor translation updates for Spanish and French (Canadian).
• Added access to Tutorial Help Videos on the last page of the Easy Install Wizard.
• Enhanced weather icon mapping between the system and Alarm.com.
• Corrected constant chime issue for Qolsys IQ Remote Keypad.
• IQ Remote will now make severe weather alert annunciations (if enabled on main panel).
• Corrected issue where IQ Remote could become stuck in Network Reconnection.
• Improved communication reliability between system and IQ Remote.
• Photo frame images can now be sent from system to IQ Remote.
• New ability to record duress alarm videos using IQ Remote built-in camera.
• Can enable/disable Disarm Photos for IQ Remote.
• Live-stream cameras can now be full screen on IQ Remote.
• Alarm image upload to primary panel has been improved.
• Check-In & Check-Out Photos for Alarm.com Wellness can be sent to Alarm.com when Image-Plus Add-On Package is applied to the account.
• Wellness alarms will now "ring" at the panel during two-way voice calls.
• New wellness alarm voice annunciations.
• New automatic volume adjustment during wellness alarms.
• Wellness alarm notifications are now automatically cleared after (12) hours.
• Now supports end of line resistor (EOLR) detection when using the auxiliary input on DSC PG9303, DSC PG9312, and DSC PG9945 Sensors.
• Sensor Group 2 - Fixed Silent now available for PowerG Panic Buttons, including DSC PG9938 and DSC PG9949.
• PowerG Sensor Supervision and Legacy Sensor Supervision (319.5 MHz, 345 MHz, 433 MHz) can now be set separately. Options from 20 minutes to 24 hours available.
• PowerG Sensor Re-Syncing and Not-Networked Status are now dynamically displayed on main page as part of sensor status.
• New setting that allows sounders in PowerG Smoke Detectors to activate during any alarm type.
• PowerG Sensors are now displayed in Sensor Test in Easy Install Wizard.
• PowerG Image Sensors (DSC PG9934P & PG9944) can now be used for visual verification for fire and carbon monoxide (CO) alarms for the central station.
• DSC PG9902 Wireless Outdoor Curtain Motion Sensor now supported.
• New ability to report tamper condition for Visonic KP-140, KP-141, and KP-160.
• The PowerG Sensor Test now shows historical signal strength for PowerG Sensors.
• Strobe lights on PowerG Sirens (DSC PG9901 & DSC PG9911B) now flash according to siren type.
• PowerG Keypad DSC WS9LCDWF9 now supports Quick Exit feature.
• PowerG Keypad DSC WS9LCDWF9 buzzer now stops during a two-way voice session.
• New support for PowerG Repeater DSC PG9920 AC Loss notification.

If you have any questions about Firmware Version 2.5.0, or if you would like to learn more about our monitoring services, please email us at support@alarmgrid.com. We operate support hours from 9am to 8pm ET M-F. We look forward to hearing from you!

The Grover Beach Police Department (GBPD) has recently announced that fines for false alarms will soon be increased. The department says that it is making this change to reduce wasted resources. End users should take proactive measures to prevent false alarms and avoid fines and fees.

Starting April 1st, users in Grover Beach, CA will be required to pay an annual $25 alarm permit fee and register their security systems with the city. This permit fee applies to both residential and business users. An alarm permit in Grover Beach is valid for one year, and a $25 fee is required for renewal. Grover Beach residents and business owners can apply for alarm system permits at this link.

The break down for false alarm fines for registered users is as follows:

• $50 for 1st False Alarm
• $75 for 2nd False Alarm
• $100 for 3rd False Alarm
• $200 for All Subsequent False Alarms

The break down for false alarm fines for non-registered users is as follows:

• $150 for 1st False Alarm
• $175 for 2nd False Alarm
• $200 for 3rd False Alarm
• $300 for All Subsequent False Alarms

According to the GBPD, the department wastes about $30,000 each year dealing with false alarms. Most of these false alarms can be prevented through proper usage and understanding of a security system. As an alarm monitoring company, Alarm Grid encourages customers with central station monitoring service to prevent false alarms by taking proactive measures. These include setting appropriate Entry and Exit Delays and enabling alarm report delays if necessary.

From our perspective the new false alarm policies for Grover Beach, CA seem tough, but fair. While we are never fans of annual fees for alarm permits, we do believe that end users need to be held accountable for managing their security systems. We also understand that some fees are occasionally needed for maintaining this type of support. Fortunately, most responsible security system users do not cause false alarms. Most users in Grover Beach, CA will likely pay nothing more than this $25 permit fee and the monitoring fees from their alarm companies.

Taking measures to prevent false alarms is very important, as they can prevent the local authorities from dealing with serious issues. Additionally, repeated false alarms can result in the police not taking a real alarm seriously. If your system is repeatedly causing false alarms, then the authorities might not feel like it is important to urgently respond in the event that a real emergency occurs. We understand and respect the decision from Grover Beach to begin implementing a false alarm policy.

For more information on preventing false alarms, or if you want to learn more about Alarm Grid monitoring services, please email us at support@alarmgrid.com. We operate support hours from 9am to 8pm ET M-F. We look forward to hearing from you!

We have recently heard about an issue affecting Ubiquiti UniFi Access Points. These access points (APs) have a feature called "Auto Optimize Network" that prevents certain security systems from connecting. The feature must be disabled in order for the panel to reconnect with the IP network.

At this time, we have only confirmed that the Honeywell Lyric Alarm System is affected by this issue. Other alarm panels may also be affected, but we have not been able to test. Once the Ubiquiti UniFi AP has the feature enabled, the panel will lose its connectivity with the network. If the panel has cellular backup, then it will remain monitored using that communication path. But if the panel has IP-only service, then it will lose its ability to send out signals to a monitoring platform like Total Connect 2.0 or Alarm.com.

We have received reports from some customers that Ubiquiti has pushed down an automatic update that auto-enables the "Auto Optimize Network" feature. Once that happens, a Lyric System will lose its connectivity with the local WIFI network, even if it is configured with the proper SSID and password. Other systems may also experience a similar issue, but we have only received reports about this affecting the Lyric. The solution is to disable the "Auto Optimize Network" in the UniFi device network settings.

It is recommended that you keep the Auto Optimize Network feature on any Ubiquiti Access Point disabled to prevent connectivity loss for your security system. As long as the feature is disabled, you should not experience any connectivity issues for the system We recommend reviewing the manual for your Ubiquiti UniFi Access Point device for information on how to disable the feature in network settings. As we are not dealers for Ubiquiti products, we cannot provide technical support for this issue. But we can help you reconnect your Lyric System to WIFI after you have disabled the setting.

For more information on this issue with Ubiquiti Access Points, please review this FAQ. Remember to contact us at support@alarmgrid.com if you have any questions about our products or monitoring services. We operate support hours from 9am to 8pm ET M-F. We look forward to hearing from you!

As you have likely heard, mainland China is currently dealing with the Coronavirus crisis. This disease has resulted in inventory shortages and manufacturing delays throughout the security industry. Certain products sold by Alarm Grid may be currently unavailable or delayed as a result.

Many of the products sold by Alarm Grid are backordered as China deals with this epidemic. This is completely out of our control, and there is very little we can do to combat the issue. If an item you have ordered is unavailable, we will do our best to recommend a suitable replacement or provide you with an estimate on when the product should be available. We apologize for any inconvenience that may result from this issue. We ask for your understanding and patience during this time. If you would like to know the status of a specific product or if you have any questions about any of the products on our site, please email us at support@alarmgrid.com. Remember that our support hours run from 9am to 8pm ET M-F. We look forward to hearing from you!

Alarm Grid has learned that the alarm permit policy in Colorado Springs, CO also applies to self-monitored users. This is in addition to those who receive central station monitoring service. All Alarm Grid monitored customers in Colorado Springs, CO are required to have a permit.

Many jurisdictions charge fees for operating an alarm system within their limits. However, these rules usually only apply to systems that are connected with a central monitoring station. It is very unusual to see a city mandate a fee for a self-monitored system. But Colorado Springs is one of the few examples.

If you aren't familiar with self-monitoring, it refers to the practice of having a secured system that is monitored, but not connected with a central station. When the system goes into alarm, it sends a signal out to a monitoring platform, such as AlarmNet or Alarm.com. That platform then forwards the signal to the end user via text and/or email. It is then up to the user to request help, if needed.

Monitoring permits in Colorado Springs, CO are renewed annually at the cost of $24 for residences and businesses, and $12 for senior residents. You can learn more about alarm permits in Colorado Springs, CO by checking the Colorado Springs Police Department website here.

At Alarm Grid, we are not fond of alarm permits. They make it more difficult for individuals to protect themselves, their businesses, and, most importantly, their families. However, they are something that we have no control over. As a law-abiding company, we play by the rules, and we inform any customer in a jurisdiction that requires alarm permits to obtain one.

If you are a new or existing Alarm Grid customer wondering if alarm permits are required in your area, then you should contact us at support@alarmgrid.com. We are also happy to discuss our monitoring plans if you want to learn more about our services. We operate support hours from 9am to 8pm ET M-F. We look forward to hearing from you!