Service Announcements Posts

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Alarm.com has announced that new versions of their mobile app will soon be arriving for both Android and iOS. Android is getting version 4.11.3, while iOS is up to version 4.12. Both versions include important stability fixes, and the new iOS version provides some special new features.


For Apple users, Alarm.com iOS Version 4.12 will provide the ability to operate their integrated lights from within the Today View section by using a widget. Of course, this can be done from virtually anywhere in the world. This feature can be set up within the App Settings section of the left-hand navigation area.

Additionally, iOS users will soon be able to set up up a Siri Shortcut that will allow them to view the live video stream for a compatible Alarm.com Security Camera or an Alarm.com Video Doorbell. This Siri Shortcut is also set up using the App Settings navigation section within the Alarm.com App.

The new Android version does not offer any new features, but it does include important stability fixes and some minor enhancements. Similar stability fixes and enhancements are also included in the new iOS version. Android Version 4.11.3 can be downloaded for free from the Google Play Store, while iOS Version 4.12 will be available for free from the Apple App Store. Check for them in the coming days.

If you don't already have Alarm.com, check out our monitoring page to learn more about our monitoring plans. If you have any questions, you can email our planning team at support@alarmgrid.com. We check our email from 9am to 8pm ET M-F, so keep that in mind when emailing. We look forward to hearing from you!

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Alarm Grid has received reports that some users have been getting excessive and unnecessary notifications regarding Total Connect 2.0 HD Cameras. The issue appears to have been the fault of the AlarmNet Servers, and it is nothing to worry about. It appears to have since been resolved.

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According to reports, the issue only affected Total Connect 2.0 HD Cameras, including the Honeywell IPCAM-WIC1, the Honeywell IPCAM-WIC2, and the Honeywell IPCAM-WOC1. None of the Total Connect 2.0 Legacy Cameras were affected. The issue caused many users to receive random text and email notifications simply stating that their cameras were "online". Most users reported that the notifications came through starting around 1pm ET yesterday and later stopped occurring shortly after midnight ET.

From what we can tell, Resideo has since corrected the issue, and no further problems should occur. If you find that you are still receiving unnecessary status notifications from Total Connect 2.0, please let us know by emailing support@alarmgrid.com. Our support team will respond to incoming emails from 9am to 8pm ET M-F. We will make sure to document any issues and pass on any problems or errors to the Resideo AlarmNet team.

Update: We have received official word from Resideo that they were experiencing technical issues last night. This resulted in issues, including random and repeated online/offline messages, failure to stream cameras, and the failure to register new devices. Resideo says that the vast majority of the issues have been resolved, though there are still a small number of false "camera offline" events.

2nd Update: Resideo has since confirmed that the issue has been fixed.

3rd Update: Resideo confirmed that the issue re-appeared Thursday April 23rd and Friday April 24th. The issue has since been resolved.

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We have learned that Qolsys IQ Panel 2 Firmware Version 2.5.2 is now available. Anyone with a Qolsys IQ Panel 2 or IQ Panel 2 Plus can download this update. This is a universal update that will improve system performance and connectivity with Alarm.com. Apply it as soon as possible.

Qolsys iq panel 2 plus verizon lte with powerg s line and legacy

There isn't too much exciting to talk about with this update, but it is still very important. The only definitive noticeable change is that it fixes an error involving low-battery alerts while using a Qolsys IQ Hardwire 16 Wired to Wireless Converter. Other than that, the update mostly serves to improve the communication between the panel and Alarm.com.

You can read the entire Technical Service Bulletin TSB# 200413 here.

To apply this update, make sure that your panel is running at least Firmware Version 2.0.1, and have your system connected with a local WIFI network. The system should be connected with its transformer, and its backup battery should be charged. Please also note that if you are updating from Firmware Version 2.5.0 or 2.5.1, you must change the Log Level to "Verbose". This is done by clicking the small grey bar at the top of the system screen and choosing Settings > Advanced Settings > Installer Code (default 1111) > Installation > System Logs.

Once you are ready, from the primary panel, click the small grey bar at the top of the screen. Choose Settings > Advanced Settings > provide the Installer Code (default 1111) > Upgrade Software > Patch Tag > enter iqpanel2.5.2 > OK > Upgrade using network. The upgrade process should then begin. It normally takes less than 30 minutes. Remember that you must enter the Patch Tag exactly, or else the process will fail.

If you have any questions about this update, please email support@alarmgrid.com. We offer free technical support for monitored customers. Our support hours run from 9am to 8pm ET M-F. We look forward to hearing from you!

Note: This new Qolsys update should not be confused with Total Connect 2.0 Update Version 2.5.2, which was released in October of 2018.

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One bright spot in the world right now is the perseverance of the DIY security industry. Most technical support agents, sales agents, and trained emergency dispatchers have made a seamless transition to working from home. It's impressive to see the industry weather the storm so well.

2gig gc3e verizon lte 3 1 kit wireless encrypted alarm system 3 A positive trait for the DIY security industry is its ability to quickly adapt to changing global conditions and major ongoing events. Throughout the global COVID-19 pandemic, people have had to make significant changes and compromises to their daily routines. Every industry is different, and the reality is that some sectors have had an easier time adapting and conforming to the evolving world we live in than others. We are proud to say that the DIY security industry has served as an ideal role model and example of how businesses should adapt to an unpredictable and ever-changing society.

When you consider the basic building blocks of the DIY security industry, it begins to make sense how companies like Alarm Grid are able to thrive during these times. In order for DIY home security to work, the end user needs an alarm panel with an activated communicator and enrolled sensors. With a wireless security system, all of this equipment can be physically installed by an end user. Most security system installations do not require a professional installer. The end user can follow a simple do-it-yourself process and complete the installation on their own. This eliminates the need for a physical person to come out to your home to perform your installation.

On the back end of alarm monitoring service, everything can be done remotely. Your system's alarm monitoring communicator sends signals to dedicated servers, such as those operated by Alarm.com and AlarmNet360 from Resideo. The signals are then re-routed to an interactive monitoring and automation platform and/or a central monitoring station. Traditionally, a central station operator needed to be on-site for regular operation. But in our advanced age of computing, the same tasks performed by an operator at a dedicated central station can now be performed just as effectively from home. This allows the operators to take precaution against the ongoing COVID-19 pandemic by working remotely and refraining from any large gatherings that may promote the spread of the virus.

As many people now have extra time on their hands and are looking to do stuff around the home, setting up a home security system has become a popular option. Companies like Alarm Grid make it possible to order all your equipment online, receive it at your house, and set it up all by yourself. From there, a trained activator can activate the system remotely. Activators from Alarm Grid are currently working from home, but they can perform the same necessary tasks as what they would perform from our headquarters office.

It's thanks to the amazing technology we have that companies like ours are able to thrive and success in spite of unprecedented health concerns. Our team is very fortunate and thankful to be able to succeed in these challenging times. We would also like to send a special thank you to the front-line doctors, nurses, and other medical professionals and scientific experts who are working so hard to help others. These incredible individuals have offered us all hope and optimism for a better, healthier future.

If you decide that you want alarm monitoring service for your home, then Alarm Grid is ready to work with you. There will be no need to have anyone come out to your home or interact with you in person. All of our support and assistance is handled over the phone and online, so you can safely practice social-distancing. To get started, take a look at our monitoring page to learn more about our monitoring plans. You might also want to explore our website a bit to see some of the different security systems we recommend.

Remember, our team is best reached by emailing support@alarmgrid.com. We have technicians on the clock from 9am to 8pm ET M-F, and they are happy to provide virtual help and assistance. You can remain in the comfort of your own home, and our technicians will so the same. Pretty soon, you will have a robust and complete security system ready for when we are able to venture out into the world again. For now, we are thankful that we can continue doing what we do best, and we look forward to hearing from you soon.

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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.

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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:

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!

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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.

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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.

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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.

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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.

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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.

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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.

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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!

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