Service Announcements Posts

Alarm Grid recently ran into an issue upgrading a customer's 2GIG GC2 with a new 2GIG LTEV1-A-GC2 communicator. The panel simply would not recognize the new radio. To compound the problem, we were unable to find anything online that would indicate that a firmware update was the solution.

After speaking with 2GIG technical support we found that recently, within the past couple of months, all newly manufactured 2GIG LTE communicators that are compatible with the 2GIG GC2 and the 2GIG GC2e require the newest available panel firmware in order to support the radio. For the 2GIG GC2 that means firmware version 1.19.4+ and for the 2GIG GC2e that means 1.24+.

The packaging on these new communicators, both the 2GIG LTEV1-A-GC2 and the 2GIG LTEA-A-GC2 will have information on the firmware update requirement if the communicator is new enough. It should be on the outside packaging, as well as the inside. However, if you don't pay attention to the packaging and discard it, there is no way to look at the communicator itself and tell which firmware it requires. So, if you have a 2GIG GC2 or 2GIG GC2e and you're updating to an LTE communicator, pay attention to the packaging, or at least hold onto it.

If you're in a position to be upgrading your GC2 or GC2e to LTE, you may have an existing communicator that is no longer working. If that's the case, and you need a firmware upgrade before the new LTE communicator will work, don't worry, Alarm Grid has you covered. We host the firmware files for both the 2GIG GC2 and the 2GIG GC2e on our site. There are two ways you can update. You can use the 2GIG UPCBL2 updater cable and a Windows computer, or you can use the 2GIG UPDV EZ Updater Tool.

• How to update the panel using the EZ Updater Tool
• Video instructions for using the 2GIG UPCBL2 updater cable

If you don't want to purchase the EZ Updater Tool, and you don't have a Windows computer to use with the updater cable, Alarm Grid offers a loaner program for the EZ Updater Tool. Contact us at support@alarmgrid.com to inquire about the specifics of the loaner program. If you purchase the EZ Updater Tool, there is a good chance you will need to update it before you can use it. Doing so will require the use of a Windows computer.

This situation is a good reminder to always pay attention to all information you receive with new alarm equipment, including what's written on the packaging itself. You never know when you may have to return a piece of equipment, so keeping the packaging, at least until everything is set up and working, is a good idea.

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.

Update: As of approximately 5:00 pm, the primary internet service has been restored, and service has returned to normal. Thank you for your patience!

Original Post: Due to an outage with the primary internet service for our main call center in Kentucky, Alarm Grid is experiencing a decreased capacity for answering incoming calls. There is currently no ETR on when the primary service will be restored.

In the meantime, if you are an Alarm Grid customer and you need assistance from our support team, you can send your request to support@alarmgrid.com. We will get to your issue as quickly as possible, and if the issue requires a phone call, we can reach out to you.

If you're attempting to plan a new system or have sales questions, you can also send an email to the above address and one of our planners will get in touch with you. They may respond via email or phone if you provide a number in your inquiry. We apologize for any inconvenience.

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.

Alarm.com partners with electrical power companies all across the country to offer a demand response program they call "Give Back, Get Back". They have recently announced they will be adding AEP I&M to this program. AEP I&M is the power company for some Indiana and Michigan customers.

When summer comes along and temperatures rise, so does the demand for energy. Managing this energy consumption and controlling energy use during high-demand periods, allows the power company to rely on more renewable sources of energy. These high-demand times are called "Peak Energy Use Events". According to the program, there are usually up to fifteen (15) of these events per summer.

When you opt into the program, you will receive notifications when any Peak Energy Use Events occur. Each event typically lasts between two (2) and three (3) hours. During these times, AEP I&M will make slight adjustments to your thermostat in order to decrease overall energy demand. Before a peak event, AEP I&M may alter your set point to help with an expected increased demand. You still maintain control of your thermostat, and you can adjust your thermostat during an event. You also have the ability to opt-out of a particular energy event, or out of the entire program. If you manually adjust your thermostat during an event it may affect your ability to obtain credit for that particular high-demand event.

Alarm.com customers with a compatible thermostat can now enroll in this rewards program through AEP I&M. Upon enrollment, Give Back Get Back participants will receive a $25 credit per device for up to two (2) devices. Plus, Michigan customers will receive a bill credit of $1.95 and Indiana customers will receive a bill credit of $2.40 per Peak Energy Use Event when your participation is at least 50% of the event’s duration.

To be eligible for the program, it does require a compatible WIFI-Connected Smart Thermostat with central air conditioning. Compatible thermostats are listed in the chart below.

AEP I&M Qualifying Thermostats:

Thermostats and discounts vary, based on your utility provider. If you have Alarm.com and a WIFI thermostat, check enroll my thermostat to see if you qualify for the program in your area. Check our website, to look into adding a compatible thermostat.

To opt-in from the customer website only, login and click the > symbol on the Thermostat card. If you have an eligible thermostat, you should see an option for "Give Back, Get Back". Click this option, then click Settings and Notifications and follow the instructions. Alarm Grid customers needing additional assistance, please email us at support@alarmgrid.com. Our support hours are from 9:00 AM - 8:00 PM Eastern, Monday - Friday.

Alarm.com announced via their Release Notes for the week of 10/24/22 that they will be hosting a firmware update for the Qolsys IQ Panel 2/2Plus panels. This firmware gives a programmer the option to set the panel to report to the monitoring station if the panel is manually powered down.

In addition to this added capability, there will be various fixes implemented. This includes an issue where the panel would sometimes report a false AC Failure trouble condition in error, and also an issue with controlling garage door openers from the panel touchscreen.

There could be more in this firmware upgrade, but Qolsys hasn't yet posted the full Release Notes for it. Nor have they posted the software itself, for those who have a panel that is not connected to WIFI. Once they do, we will update our Qolsys IQ Panel 2 Plus Firmware Updates page.

There have been instances in the past where a firmware patch is never posted to the Qolsys site. This usually only happens if there is some prerequisite that must be verified in the panel before the firmware is applied, and Qolsys deems it necessary to have the Alarm.com server verify this prerequisite prior to downloading the new firmware. If a situation like that arises with this software, we'll let you know.

If the panel has WIFI, then your alarm dealer can simply send the firmware to the panel over-the-air (OTA). You can also request the firmware update manually through the panel touchscreen. The only subscribers who may have an issue are those whose panel cannot connect to WIFI. Qolsys and Alarm.com prevent the Qolsys panels from updating their firmware OTA if there is no WIFI connection at the panel. In other words, the firmware file can't be sent using cellular data.

If you have a Qolsys IQ Panel 2/2 Plus panel and it doesn't have a connection to WIFI, you may still be able to update it OTA. If you have a cellular hotspot, either a stand-alone or by using your cellular phone, you can allow the Qolsys panel to join the hotspot, then request the update OTA while it is connected. Technically, this uses cellular data, but it's the phone or hotspot's cellular data. This tricks the panel and the Alarm.com server into thinking the panel is connected via WIFI.

If the above suggestion is not an option, then check back on our Qolsys IQ Panel 2 Plus Firmware Updates page. If this firmware is made available by Qolsys for SD Card updates to the panel, we will host it on our site.

Qolsys recently released firmware version 4.2.0, which added a lot of new features as well as fixes and improvements to the panel. However, after updating, a small number of panels reported receiving an error message regarding a panel shut down due to high temperature. This issue is corrected in firmware version 4.2.1.

If you see a message on your Qolsys IQ Panel 4, or IQ4 Hub, that mentions an overheating situation, and/or if the panel shuts itself down without you having a chance to see the message, don't worry. Use the power button on the side of the panel to turn it back on. Press and hold the button for three (3) seconds. Once the panel powers back on, update the firmware to 4.2.1. This should take care of the erroneous panel logic that is making the panel think the battery is too hot. Read the TSB# 221017 IQ Panel 4/IQ4 Hub - 4.2.1 Software Update - Release Notes and Instructions here.

As always, you have three (3) ways to update the panel firmware. If the panel is monitored and has a connection to WIFI, you can have your alarm dealer push the update to your panel over-the-air (OTA) using Alarm.com. You can also choose to request the update from the panel using a Patch Tag. Instructions for how to perform this type of update are included on our Qolsys IQ Panel 4 Firmware Updates page along with the update file, for those who don't have WIFI.

If you don't have a WIFI connection at the panel, then the previous two options are not available to you. In that case, you'll need to download the firmware file, which you can get at our above-linked page, and then use the panel's access point feature to perform the update. Instructions for this type of update are also included on Alarm Grid's IQ Panel 4 Firmware Updates page. We'll post them here as well to make things as easy as possible.

Instructions for Updating the Qolsys IQ Panel 4 Via Access Point

1. Download and save the required file from our site. You'll need to use a smartphone, tablet, or computer with WIFI capability to perform the update. Remember, the panel should have had 4.1.1 installed prior to installing the 4.2.0 (or higher) firmware.
2. On the IQ Panel 4, go to Settings > Advanced Settings > Enter Installer or Dealer Code (Default 1111, or 2222 respectively) > Upgrade Software > "Upgrade Using Access Point". The Access Point will need to be enabled in order to use this feature.
   • To enable the Access Point, be sure the panel has WIFI enabled, then go to Settings > Advanced Settings > Enter Installer or Dealer Code > Installation > Devices > WIFI Devices. First, click on WIFI and be sure Activate WIFI has a Check in the box to the right. Then press the back arrow at the bottom of the screen. Go to Access Point Settings. Be sure the WIFI Access Point is enabled with a check in the box at the right. Press the Home button at the bottom of the screen, then go back to Step 2 and continue.
3. A QR Code will be displayed on the panel. Scan it with your phone or tablet. If you're on a device that won't allow you to scan the QR Code, then you will have to manually join the panel's access point network by entering the panel's SSID and Password which will be displayed on the same screen as the QR Code.
   
   
   
4. Press "Start" to begin the local server session, then from your device, scan the second QR code provided by the IQ Panel 4. If that is not an option, navigate to the "https:" URL shown on the panel's screen.
   
   
5. Follow the prompts on your phone, tablet, or computer to select the correct files and transfer them to the panel. The file you download is in .zip format. It should automatically unzip and create a folder called Software-Patch-421. This folder will have three (3) files in it.
   
   When you go to the URL or use the 2nd QR Code, you'll see a screen that will allow you to choose each of these three (3) files. When you click Choose File on each option, it will only allow you to select the correct file from those available. The other two files will be grayed out.
   
   
   
   Once all three files have been successfully chosen, press "Send Files". A progress bar will be shown on the phone, tablet, or computer, showing that the files are being uploaded to the IQ Panel 4. A message will come up saying "Uploaded ALL files successfully". Hit "Close" on the phone, tablet, or computer.
6. Once the files have been loaded to the IQ Panel 4, it should automatically begin the update. Once the update begins, don't touch the panel screen. The panel will reboot as part of the firmware update process.
   

Alarm.com first reported issues with remote commands failing or being heavily delayed at 3:40 AM this morning 10/10/2022. The delay in receiving commands at a customer's system, would also result in notifications being delayed. Alarm.com assured dealers that they were working on the issue.

At 5:10 AM, Alarm.com notified that commands were being processed at that time. When an issue like this occurs, commands that aren't immediately processed aren't necessarily lost. Often they are queued, and once the issue is resolved, those queued commands must then be processed in order. This can make it seem as though an issue still exists when in reality the delay is caused by those queued commands.

At 6:35 AM Alarm.com advised that there was still some delay in remote commands being processed. We can't say for certain these delays were caused by earlier queued commands that were working their way through the system, but that could very well be the case.

At 7:45 AM, Alarm.com provided another update. According to them, the situation had improved, but at this time, there were still some delays in remote commands being received at the alarm system. This was still causing some delays with notifications as well.

At 10:00 AM Eastern Time, Alarm.com advised that this issue has been resolved, remote commands are being processed normally. They are still monitoring the system, and if any issues should appear, they will begin the resolution process immediately.

According to Resideo Technical Support, their integration with Accuweather is partially down. This may cause products that receive weather information some issues. Any touchscreen product that can display weather may show incorrect information. Any automation configured for sunrise/sunset may not operate.

We received this information based on a support request we sent to Resideo. In that specific case, automation schedules based on sunrise and sunset that had been programmed through Total Connect 2.0 were not working correctly. So far, there's been no official report of this outage in AlarmNet360. We are hopeful that additional details will be forthcoming.

Do products or TC2 show incorrect weather in addition to the sunrise and sunset timers being off? We don't know for sure. Is this a nationwide issue, or a regional one? We don't know that for sure either. If you have more details or would like to share your experience, leave a comment below. It could be helpful.

Resideo has not had great success with its products and displaying the weather. In the past, we've reported on issues with the older style Tuxedo keypads not updating the weather properly. Hopefully, this is something that will be resolved in due time. In the meantime, if you have automation schedules for your devices that are set to run at sunrise and/or sunset, be aware that they may not function as intended.