Service Announcements Posts

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Honeywell has recently announced a change in the way that their Total Connect 2.0 video surveillance feature will work and the change will be implemented on or about April 19th (next Wednesday).

Currently, if you have Honeywell AlarmNet IPCAMs, you have the ability to view them remotely and have them record 10-second video clips based on a change in pixelation if you have the right Total Connect 2.0 service plan. We offer the TC2 video features without a contract required through our Self Platinum and Platinum plans at https://www.alarmgrid.com/monitoring and we even have a standalone TC2 video plan available at https://www.alarmgrid.com/video-monitoring for those that don't have a security system but want the TC2 video services.

Using a mobile device running the Total Connect 2.0 app, you can log-in and view up to 6 IPCAMs per TC2 location from wherever you are as long as the cameras are powered on and connected properly to the internet and you can watch any recorded videos.

Using the totalconnect2.com website, you can use the Video module to view the cameras remotely and you can also set up more advanced settings such as 10-second video clip recordings and alerts when video clips are captured. These clips are customized by the user and you can use the wrench icon on each camera to set up the areas of detection for each field of view and the sensitivity selections for how much movement is needed to trigger a clip. You can also setup schedules to determine when you want the cameras to record clips and when you only want live viewing capability with no recording happening.

Once you have the camera recording settings configured properly so that the cameras are recording clips of movement that you feel is important while ignoring other movements that aren't important, a new video clip will be stored to your TC2 account and will be available as a event in the Events & Notifications module. Currently, each TC2 location allows storage of up to 500MB of clips and auto-deletes the oldest available clip once the limit is reached. You do also currently have the option to "lock" certain clips that you don't want to be auto-deleted.

Here's where things change (on or about) April 19th, 2017...

While only Honeywell/AlarmNet IPCAMs currently work with Total Connect 2.0, Honeywell is (with great anticipation!) working on a new line of next generation cameras that will integrate with Total Connect 2.0 (we will have more details on the cameras at a later date) and they should be available sometime towards the end of this year.

New Seven Day Storage for Recorded Clips

In anticipation of the next generation cameras, Honeywell is transitioning all existing Total Connect 2.0 video accounts to a new 7 day plan where clips will only be available through the TC2 website/app for 7 days. The 500MB storage will go away and any clip that is older than seven days will be automatically deleted. Once the change is implemented, any currently recorded clip will be set to expire seven days later with the oldest clips being deleted first.

Regular non-TC2 video events will continue to be stored for 90 days,which is how the service works now, and first-in, first-out logic is employed when deleting the older clips.

No More Locking of TC2 Events

In addition to the changes to the video storage feature, Honeywell is removing the ability to "lock" a TC2 event (all events inclsuding security and video) so that you won't be able to save any event beyond the normal expiration (90 days for security and 7 days for video once the change is implemented).

The existing lock feature that allows you to permanently store a TC2 event/video clip:


They are providing a year grace period so that any currently locked events will stay locked up until April 15th, 2018 when all locked events will be deleted. We encourage all Total Connect 2.0 users to start saving all locked video clips outside of TC2 if you want them to still be available after April 15th of next year.

Also, we encourage all TC2 video users to start setting up email alerts with video clip attachments through their TC2 account so that each recorded clip can be saved/archived through email so that the clips are available beyond the new seven day limit.

While we are excited about the new cameras that are coming and the upgrades to Total Connect 2.0 and the video service, some of these changes may have an adverse affect if you don't update your account now to adjust for these changes. As always, let us know if you have any questions by emailing support@alarmgrid.com or calling M-F 9-9 EST.

4/19/17 - Updated: Honeywell has now scheduled the change to the video storage feature for sometime in May and the removal of the lock feature on the TC2 events is now scheduled for the week of the 24th.

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Last week Honeywell released a new critical firmware update (01.03.06549.482) for the Lyric security system:


The update addressed some known bugs on the system and added enhanced functionality to the system as well.

Improved SiX Performance

The Lyric is Honeywell's newest all-in-one wireless touchscreen security system and while it works with the older Honeywell 5800 wireless sensors, it also works with new SiX Series sensors. The SiX Series sensors are one of the main advantages of the Lyric system as they are bi-directional to the panel and also encrypted on their wireless signaling making them much more reliable and secure compared to the existing 5800 Series sensors.


One of the main improvements the new MR3 firmware provides for the Lyric is improved performance of the SiX devices. Once your Lyric is upgraded to the new firmware, it will proactively check the RF environment throughout the day to ensure all of your SiX devices are on the proper RF channel so that your sensor communications stay consistent even if you are adding new wireless technology to your home.

2Gig Wireless Sensor Support

While most people would use Honeywell 5800 or SiX Series sensors with their Lyric system, the new firmware also unlocks the ability to program 2Gig security sensors to a Lyric. 2Gig is another security system manufacturer and 2Gig systems work with Honeywell 5800 Series sensors and 2Gig sensors. Up until this firmware release, no Honeywell system would work with 2Gig sensors though so now the Lyric allows someone with an existing 2Gig system installed to be able to just change out the main all-in-one wireless panel to a Lyric without having to buy all new sensors as well.

LTE Cellular Communications

Prior to the new firmware, the Lyric supported WIFI communications without any extra modules needed. Also, if someone wanted cellular backup to the WIFI communication path which provides for a more reliable form of alarm communication that still works if and when the internet is offline or unavailable, the Lyric supported the AT&T Lyric-3G communicator and the Verizon Lyric-CDMA communicator. Now, with the new firmware, the Lyric will support LTE cellular communicators as well. We are in beta program for an AT&T LTE module that should be released soon and we expect a Verizon LTE module to be coming as well. LTE is a newer, faster cellular network compared to the networks that the Lyric-3G and Lyric-CDMA communicators use and should provide greater long term longevity if and when AT&T and Verizon ever discontinue their respective HSPA and CDMA-1X networks.

Solved LKP500 Keypad Bugs

While you can control the Lyric system from the Lyric touchscreen and from mobile devices, the system also supports a wireless keypad called the LKP500:


The addition of an LKP500 (or multiple LKP500s as the Lyric supports up to 8 wireless keypads) provides another fixed spot in the home that you can arm and disarm your system from as well as being able to see system status and hear zone chime alerts. Unfortunately, there was a known issue where the zone assigned to an LKP500 keypad would report a low battery even when no low battery problem existed. Honeywell has solved that issue and the fix is part of the MR3 firmware release. While Honeywell didn't have documents issues on another issue with the LKP500, we did have a small number of users also report a high pitched tone emanating from the LKP500 when arming to stay mode, during the exit delay countdown. This issue seems to have been solved with the latest firmware release as well.

General Bug Fixes

In addition to the enhancements detailed above, the new MR3 firmware also addressed some other Lyric system bugs that Honeywell didn't detail so we encourage all Lyric system users to update to the latest firmware even if none of the improvements listed above matter to you.

How to Update Firmware

You can request a firmware upgrade by asking the company that monitors your Lyric to send the firmware down remotely of you can run the firmware update yourself by pressing Security > Tools and entering your system's Installer Code followed by hitting Update firmware. Once you hit the Update firmware button, we suggest backing out to the home screen and then waiting awhile for it to process. Once it's done, the system should reboot and then you can confirm by pressing Security > Tools > enter Master Code > Advanced > System Information and verifying that the Rev. number on the top line shows the latest firmware version (01.03.06549.482).

Your Lyric system does need to be on a certain version to have the option to update from the panel so if you can access programming mode but you don't see the Update firmware option, your system will need to be updated remotely by your alarm monitoring company.

We applaud Honeywell for continuing to enhance the functionality of the Lyric system and we are excited about even more enhancements that should be coming with future firmware updates as well.

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Happy Holidays! And whatever holiday you celebrate, we hope that you have a wonderful weekend.

Alarm Grid is taking today off.

Everyone is at home all snug in their beds. If there's something you need, call the central station instead! Or perhaps, if you need something they just can't do, send an email to support@alarmgrid.com, and on Monday when we're back, we'll promptly get back to you.

We hope that the holidays treat you all well. That you're safe and secure. And that the holidays end for you with lots of stories to tell. Perhaps when we're back, the next time you call, you can tell them to us. We'll listen to them all. :)

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The Alarm Grid team is going to be enjoying the holiday. If you are in need of service, please email us at support@alarmgrid.com.

As usual, Alarm Grid's monitoring partner, CMS will be open through the Thanksgiving holiday, and will make sure that your homes are being looked over while you are gone. You can reach the central station by calling the Alarm Grid main phone number, and dialing "1".

If you're in charge of cooking this year, don't forget to turn off your oven. And if you're one of the intrepid souls who is deep frying your bird, do it safely. While we have confidence in our life safety devices like the 5808W3 or the 5809, our hope is that you never ever ever need to use them.

Oh, and before I forget, here at Alarm Grid, we are thankful that you have given us the opportunity to protect your home and family. Thank you for being part of the Alarm Grid family. And we hope that next year, when this holiday comes back around, that you are still here.

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Alarm Grid's headquartered right in the pathway of hurricane Matthew. For the safety of our employees, we're shutting down the office tomorrow. Hopefully, we will be back up and running on Friday, but that will depend on a few factors like whether or not power has been restored and debris cleared from the roads by that time.

In the meantime, we ask for a little bit of patience. Expect some delays in responses to tickets and phone calls. We are doing our best to get to every single person, but will be working with only half of the team.

While the Alarm Grid office will be closed, it's important for us to note that this storm will not affect your central station services!

Alarm Grid works with Criticom monitoring services (CMS). They have 3 central stations, one of which is in Longwood, Florida. They are promising to maintain staff levels at Longwood as long as it is safe. But, for good measure, Criticom has increased their staff at the Manasquan, NJ and Cypress, CA stations.

It's moments like this that Alarm Grid is proud to have partnered with a central station like Criticom. The amazing reliability of their triply redundant service will be seen in full force! Criticom has already put any accounts affected by the storm on a "storm partition," meaning that they will be handling these calls a bit differently. Also, CMS has asked us to pass on the note that "first responders will no longer respond to our dispatches once sustained winds reach 45 MPH."

For those of you in the affected area, our thoughts and prayers are with you. Half of the Alarm Grid staff will be suffering through it all the same. Please stay safe. And for those of you watching from the safety of the midwest or west coast, wish us luck. ;P

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The Alarm Grid support and sales staff is off today!

The central station is easy to reach. Simply call the number on the top of the site (888-818-7728) and dial extension 1. If you have questions you would like to ask, or system needs, please call and leave a message or email support@alarmgrid.com.

All the shipments that would have been shipped today, will ship tomorrow.

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If you are a T-Mobile subscriber, you may have noticed that your Total Connect alerts have just stopped coming to your phone. This is the case for all of our users, and we have been getting calls about it for the last two days. If that is what you're experiencing, then please follow the steps below to restore your text messages.

  • Go to the Total Connect 2.0 website, and log in to your account.
  • Hover over the user whom you want to receive the text messages and select "Edit."
  • Under "Notifications," add a new method for receiving messages. Select "Email." Select "Text Email" as "Notification Type."
  • Put in [your10digitphonenumber]@tmomail.net. For example: 9549335095@tmomail.net.
  • Save, and then go through the process of verifying the email. The verification number will come to your phone. Once verified, you should be good to go.

If you have any questions, or a problem with setting this up, we will gladly help you fix it. Please email us at support@alarmgrid.com. But for the most part if you follow the instructions here, everything should work with no trouble.

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Alarm Grid's tech support will be closed on Christmas Eve (Dec. 24th) and Christmas day (Dec. 25th).

Should you have a pressing technical issue, please email support@alarmgrid.com. Otherwise, please call our office number 888-818-7728 and leave a message. We will get back to you as soon as we get back from the holidays.

Worry not, the central station will be up and running, monitoring your alarm system through the holidays.

We wish you all a wonderful holiday season, and hope that it is filled with family and friends.

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Happy Birthday America!

We know that you are all going to be picnicking and watching fireworks for the next couple days... and so are we. Alarm Grid's offices are going to be closed on Friday the 3rd.

As usual, your accounts are all monitored 24/7. If you need central station services, please call 888-818-7728 (the big blue number at the top of the site), and dial extension 1. If you have any other questions, please feel free to email support@alarmgrid.com. A ticket will be generated and we will get to them as soon as we can.

Have a wonderful 4th of July, celebrate well, and do what your mothers' taught you to do when handling fireworks. Oh... and if you eat a hot dog this weekend, think of Alarm Grid. We'll do our darndest to keep the thieves at bay while you go out and celebrate!

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We will be serving you diligently during the next two days (May 28 and 29). But we're admittedly not going to be running at full capacity. We will be running at half capacity all day. So we're asking all of our amazing customers to have some patience. The techs you have come to know and love are doing training during this time so that we can bring you even better, faster service.

Before you call, we would love if you considered first sending an email to support@alarmgrid.com. We can answer emails more quickly than we can get back to phone calls, especially considering that many of the Alarm Grid techs will be able to check mail during training. If you do call, and no one takes your call, please leave us a message. Rest assured that we will get you in the queue and call you back in the order you called us. Also, we're going to do our best to have the on-site chat channels manned all day. Feel free to use that.

We are going to add 2Gig's GoControl security system and peripheral products over the course of the next few weeks. This expansion from Honeywell-only, will give our customers choice with one of the most recognized (though new) brands in the security space. Like Honeywell's Total Connect, 2Gig is generally intended for use with alarm.com. While we absolutely love the incredible features of Total Connect, Alarm.com is another gerat platform that we are proud to begin offering sometime in the next couple months. Again, for you, that means you will have the choice between two of the best security products in the space.

For 2Gig fans out there who have been anticipating our foray into the much loved brand, we promise that we will be giving it the same sort of love we have given all our previous security systems. FAQsdocumentscompatibility pagesvideos and more are coming! If you have been waiting for Alarm.com + Alarm Grid, you won't have to wait much longer!

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