Service Announcements Posts

There is going to be scheduled maintenance occurring on Alarm.com tonight, specifically focusing on the Verizon infrastructure. The maintenance period will run from 12:00 am Midnight to 2:00 am Eastern Time. According to Alarm.com, no impact is expected with regard to monitoring service.

The purpose of the scheduled maintenance is to enhance platform stability and improve redundancy moving forward. We have heard reports that a small number of Alarm.com Verizon LTE Communicators have been experiencing some relatively minor technical issues. Alarm.com has been aware of these issues since at least last Saturday, and they have been actively working to troubleshoot affected units to prevent any disruptions in service. The scheduled maintenance tonight should fix these issues and help to ensure that all Alarm.com Verizon Communicators function as intended, with exceptional reliability.

During the scheduled maintenance period tonight, Alarm.com says that service outages are unlikely to occur. You should not experience any problems if your security system uses a Verizon Communicator for connecting with Alarm.com. However, Alarm.com is not ruling out the possibility, and they want to keep users informed, just in case. Remember that if you have an IP (WIFI or Ethernet) communication path set up, then that can serve as a valuable backup option tonight during the maintenance period. If your system is cellular only with Verizon connectivity, then just be careful if you need to arm your system tonight between 12:00 am Midnight and 2 am Eastern Time. Again, no issues should occur, but Alarm.com is performing due diligence by making the maintenance period known in advance.

Once again, all maintenance taking place is on the Verizon infrastructure for Alarm.com. Your monitoring service will not be affected in any way if your system uses a different carrier, such as AT&T, for connecting with Alarm.com, or if your system is set up with a different network, such as AlarmNet for Total Connect 2.0, or Telguard for HomeControl Flex. If your system does use Verizon connectivity for communicating with Alarm.com, then check and make sure your WIFI or Ethernet path is working as an important backup plan for tonight. If you have been using your system with cell-only on Verizon with ADC, but you have the option to add WIFI or Ethernet, now may be a good time to do so. Your system should still be fine, but, it never hurts to use redundancy when it is available. Stay tuned to our blog for more security system news and updates coming soon.

Note: If you are reading this after 2:00am on April 14th, or on any future date, then it is assumed that the scheduled maintenance has been concluded, and all Alarm.com Verizon Service should be operating as intended, now with improved infrastructure.

We're glad to say that Total Connect 2.0 has received a new update for its mobile app on Android and iOS. The new update is Version 6.7.1, and it is a worthwhile upgrade for all who use the TC2 Mobile App. You can download it right now from both the Google Play Store and the Apple App Store.

The biggest inclusion with Total Connect 2.0 Mobile App Version 6.7.1 is a bug fix that lets users pair up to (14) Total Connect IP Cameras with the platform, as Resideo had originally intended. This includes support for up to eight (8) HD Cameras and up to six (6) Legacy Cameras. Although TC2 users have long been promised the ability to use this number of IP cameras with the service, there was previously a bug that prevented users from pairing the full roster of eight (8) HD Cameras. TC2 Mobile App Version 6.7.1 has fixed this issue, and now users should have no issue setting up the maximum number of cameras for a single TC2 account. This news comes not long after we learned that Resideo discontinued their only existing outdoor camera, the Honeywell IPCAM-WOC1. We have not received any official word on the development of a new Resideo Outdoor Camera, but we have heard some rumblings that a new model may hit the market before the end of the year. Of course, we'll pass on any new discussions and/or rumors that we hear to you in the Alarm Grid Blog.

There isn't really much else in terms of new features that come with Total Connect 2.0 Android Version 6.7.1 and Total Connect 2.0 iOS Version 6.7.1. We know that not every Alarm Grid customer with access to Total Connect 2.0 has support for cameras, so this may not exactly be the most exciting update we have seen for TC2. The only Alarm Grid customers who can use Total Connect 2.0 Cameras are those with a Platinum Level Plan or a Video-Only Plan. If you don't fall into one of those categories, then it may be easy to shrug off this update. But still, Resideo also mentions that the Version 6.7.1 Update includes minor user interface (UI) enhancements, as well as improvements in security and stability, not to mention some general bug fixes. This makes the update recommended for all TC2 users who access the platform through the mobile app, including those who don't use cameras.

To download the update for free, check the Google Play Store or the Apple App Store, depending on whether you are an Android or iOS user. Those locations are also where you can download the Total Connect 2.0 Mobile App for free, in case you have been restricting yourself to only using the website. Again, all TC2 users are advised to download the update at their earliest convenience. The improvements in UI, security, and stability make it a worthwhile update for all. If you are an Alarm Grid customer needing help installing the update, or if you are interested in starting a new monitoring subscrition for access to Total Connect 2.0 and Mobile App Version 6.7.1, then please do not hesitate to reach out to us for help by emailing support@alarmgrid.com. Remember that our support hours run from 9am to 8pm ET M-F. And also, why not leave a comment down below sharing your thoughts on the new Total Connect 2.0 Mobile App Update? We would love to hear what you have to say. Remember to keep reading the Alarm Grid Blog for more security system news coming soon!

There is a new firmware update coming for the Alarm.com ADC-V515 1080p Camera w/ HDR. The update will allow you to disable the microphone and two-way audio speaker for the camera. Any ADC-V515 that is online and set up with an active Alarm.com account will automatically receive the update.

Please be aware that Alarm.com has merely announced that the update is being pushed down in the near future, and they have not provided us with an exact date of when it will happen. Alarm.com does have somewhat of a history of announcing firmware updates a bit on the early side. Don't be completely surprised if the update doesn't happen sometime very soon. But we're hopeful that Alarm.com will push down the update sometime this week.

Again, no action is needed on your part to receive the update. As long as you have your ADC-V515 Camera online and set up with your active Alarm.com account, then the update will be automatically pushed down over-the-air (OTA) across the Alarm.com servers. Your ADC-V515 will be ready to receive the update thanks to its 2.4 GHz WIFI connection with your local network. Please note that no indication will be made at the camera while the update is being applied. The LED will just remain solid green to indicate a connection with the Alarm.com servers,

After the update has been applied, it will be easy for you to disable the audio functions for the ADC-V515 Camera from Alarm.com. Just log into the Alarm.com website on a compatible web browser, and then choose Video, followed by Settings. Then select the ADC-V515 Video Device, and then Device Info. There should be a toggle option for you to turn the camera's microphone and speaker ON or OFF. This is a convenient option if you no longer wish to use the audio functions and capabilities for the ADC-V515, or if you want to disable them temporarily.

Do you have any thoughts on the ADC-V515 or any other Alarm.com Cameras? Have you tried the audio functions, and do you think having the option to disable them will be useful? Share your thoughts down below in a comment, as we would love to hear your thoughts. Alarm Grid will be back soon with more security system news and updates!

We have been made aware of a critical firmware issue affecting Qolsys IQ Panel 2 Plus Systems manufactured between Week 35 of 2020 (or Week 37 for some factory codes) and Week 05 of 2021. The issue causes systems to automatically reboot at times. We apologize for any resulting inconvenience.

According to Qolsys, all IQ panel 2 Plus Systems manufactured with a Date Code of G035 to G105 AND J037 to J105 are affected. This can be seen in digits 6 thru 9 of the system's Serial Number (SN) on the product box, on the back of the system, and in the Hardware portion of the About Menu in Advanced Settings.

If your system is affected, then you can download a special firmware update to correct the problem. In order to download this corrective firmware, your system must be one of the affected models (see above), and you must have the panel on Software Version 2.4.2 or higher (check the About Menu). You may also want to check out our Qolsys IQ Panel 2 Plus Firmware Update Page here if you need to update your system to 2.4.2 before running this patch.

If you meet the criteria, then you can perform the following steps to update the firmware:

1. Prepare IQ2+ System. Make sure your system meets the aforementioned criteria to receive the special update. In addition, have your system connected to WIFI. Your system should be plugged in for AC power, and it should not have a low battery.

Monitoring stations will eventually be able to push this upgrade over-the-air (OTA). If your system is in a location where WIFI is not available, the monitoring station should be able to push the update, but to do so via cellular data may incur a small fee. This will require that the panel is set up for monitoring service, including connectivity with Alarm.com.

2. Access Upgrade Software Menu. From the main system screen, swipe the small grey bar at the top, and choose Settings > Advanced Settings > enter the Installer Code (default 1111) > Upgrade Software. You are in the Upgrade Software Menu.

3. Enter Patch Tag. Find the Patch Tag field. Click on it, and enter firmware2. Make sure you enter firmware2 exactly. Press OK to confirm.

4. Apply the update. Choose "Upgrade Using Network". The update should then begin. It should take around five (5) minutes to complete, though it can take a bit longer in some cases. Do not touch the system during the update. The system should reboot once complete.

5. Verify the update. You can verify the update by repeating Step 2, except this time choose About > Software, instead of "Upgrade Software". The build number should display 0210219_sp1 to indicate a successful update.

This update should fix and/or prevent your IQ2+ System from randomly rebooting if it was part of the batch with the critical firmware issue. We hope that this helps any affected users overcome issues with the IQ2+ Systems. Make sure to stay tuned to the Alarm Grid blog for the latest news regarding Qolsys, the IQ Panel 2, and any other important security system news!

We have learned that there is a new firmware update available for Alarm.com Honeywell VISTA SEM Communicators. Firmware Upgrade Version 1.61 is a free over-the-air (OTA) upgrade to ensure that SEM VISTA Panels running 187h or 187i firmware and 1.60 gateway firmware have the newest features.

In order to receive Firmware Upgrade Version 1.61, it must be pushed down manually by your alarm monitoring company. Your Honeywell VISTA Alarm System must be in a disarmed state in order for the update to go through. It is recommended that the system be kept in a disarmed state while the upgrade is completed. The entire process should take roughly 20 to 40 minutes. No action is needed while the update is being performed.

If you are an Alarm Grid monitored customer with a Honeywell VISTA System using an Alarm.com SEM Communicator, then you should email us to request the update. The best email to contact us at is support@alarmgrid.com. This is also a good email to use if you have a Honeywell VISTA Security System or any other alarm system that you are hoping to get monitored. We're here to check your emails from 9am to 8pm ET M-F. We look forward to hearing from you!

Important Update: Alarm Grid has opted out of the two-factor authentication (2FA) requirement for Alarm.com. The post below was written before Alarm Grid opted out, and it was believed that 2FA would soon be required for all Alarm Grid monitored customers who receive access to Alarm.com.

Alarm Grid has received notice from Alarm.com that two-factor authentication (2FA) will soon be required for all Alarm.com users. Alarm.com is making this requirement to protect user accounts against unauthorized access. Users can set up 2FA for Alarm.com through email or text message.

At the time of this writing in late January 2021, 2FA for Alarm.com is optional, but it is recommended for keeping accounts as secure as possible. However, starting on Monday, February 15, 2021, any user who has not yet set up 2FA will be required to do so upon logging into their Alarm.com account. According to Alarm.com, the goal is to have every Alarm.com user set up with 2FA by Spring of this year.

When setting up 2FA for Alarm.com, you can choose to have codes sent via text message or email. Once the feature has been set up, you will need to perform 2FA upon logging into Alarm.com on an unsaved device. After you provide your ADC username and password, Alarm.com will send you a secret code via text or email. You must provide this secret code to verify your identity. Only then will you gain access to your Alarm.com account. Alarm.com will then allow your to "save" that device so that you don't need to perform 2FA the next time you use that device.

For most users, this will only mean performing 2FA when logging into Alarm.com through the mobile app on a new phone or through the Alarm.com website after clearing cookies. It's good that Alarm.com allows you to "save" trusted devices, as it would be very inconvenient to be required to perform 2FA every single time you go to access the Alarm.com service. However, it's a nice extra layer of protection for those times if you ever access Alarm.com through a public computer or some other computer that you don't normally use. While we are a bit surprised to see Alarm.com requiring 2FA for every user, we understand their rationale in wanting to keep accounts as secure as possible. Remember, anyone who is able to access your Alarm.com account and disarm your security system basically has full access to your property. Therefore, any extra protection is appreciated!

You can enable 2FA for your Alarm.com account at any time through the website. Simply login to your account through the website, and then select the Settings option on the left-hand side of the screen. From there, choose Login Information, and then Two-Factor Authentication. Then choose to set up the feature through text or email by following the on-screen prompts.

If you have any extra questions, or if you are interested in starting new monitoring service for use with Alarm.com, please email our team at support@alarmgrid.com. We're here to check your emails and provide support from 9am to 8pm ET M-F. We look forward to hearing from you and helping you get started with Alarm.com.

Alarm.com has announced that some of their most popular security cameras will soon be receiving important over-the-air (OTA) firmware updates. The models receiving firmware updates include the ADC-V523 Indoor Camera, the ADC-V723 Outdoor Camera, and the ADC-VDB770 Doorbell Camera.

End users will not need to take any special action to receive the automatic firmware updates. The updates will be pushed down to the cameras from the Alarm.com servers throughout the coming weeks. As long as the device is online and connected with Alarm.com, then it should receive the update successfully.

The ADC-V523 Indoor Camera and the ADC-V723 Outdoor Camera are both receiving Firmware Upgrade Version 0.6.1.151. The update will provide support for the recently released Onboard Recording Schedules Feature. Users can also expect general stability fixes and device performance improvements.

The Alarm.com ADC-VDB770 is receiving Firmware Upgrade Version 02088. As the Alarm.com Doorbell Camera was only released a couple of months ago, this is believed to be the first significant firmware update for the device. The update will primarily focus on improving WIFI connectivity and overall network stability for the doorbell camera. Users should notice fewer streaming disruptions as a result.

If you are an Alarm Grid monitored customer with questions about these upcoming firmware updates, or if you are interested in starting new alarm monitoring service so that you can use Alarm.com Security Cameras, then please email our support technicians and alarm system planners at support@alarm.com. We check email and respond to inquiries Monday thru Friday from 9am to 8pm ET. We look forward to hearing from you!

Due to a technical issue, Alarm Grid is currently unable to receive incoming phone calls. This is due to a Twilio outage that prevents the TalkDesk service from working properly. For now, we are only able to place our own phone calls. We apologize for any inconvenience to our customers.

If you need to contact Alarm Grid, then emailing us at support@alarmgrid.com is still a viable option as usual. You may also try using the Chat function found on various pages throughout the Alarm Grid website. We will provide an update when our regular phone service is restored. Our hope is that the issue will be resolved soon. Keep checking our blog for updates. As a reminder, you can subscribe to our blog using Feedburner service.

Update: Our phone service is believed to be working as usual again.

Update: This issue was even more severe than initially realized. The Qolsys IQ Panel 2 Plus offers no functionality as a secondary Z-Wave controller. More information on the subject is outlined in this FAQ.

We have learned of a flaw affecting the Qolsys IQ Panel 2 Plus and its Z-Wave functionality. The system cannot be used as an effective secondary Z-Wave controller with another Z-Wave hub. This issue has been confirmed on FW Version 2.5.4,and earlier versions are also likely affected.

If you are unaware of how a secondary Z-Wave controller works, it is basically a method to give you multiple points, or hubs, for controlling a Z-Wave network. When setting up a device as a secondary Z-Wave controller, you start by clearing all Z-Wave devices from that hub. All Z-Wave devices should instead be paired with the main hub, which will be the primary Z-Wave controller. You then pair the secondary controller to the primary controller. By doing this, all the Z-Wave devices associated with the primary controller will be pushed over to the secondary controller so that they can be controlled from both devices. Making the IQ Panel 2 System a secondary controller is a popular choice when using the system alongside Samsung SmartThings, Vera, and a selection of other Z-Wave controllers and hubs.

However, we have discovered that when the IQ Panel 2 is made a secondary controller, users are unable to control any devices that have been pushed over from the primary hub. The process will appear to be working, as the IQ2 System will successfully join the other Z-Wave network, but no control will be available for the Z-Wave devices pushed over to the system from the primary controller. Basically, these Z-Wave devices cannot be controlled from the IQ Panel 2 System, nor can they be controlled from the Alarm.com platform. This makes the IQ Panel 2 effectively useless as a secondary Z-Wave controller. We have confirmed that this problem exists on IQ Panel 2 Firmware Version 2.5.4. It is also believed that earlier firmware versions also carried this same issue. But we are unsure which was the first version to experience this problem.

Alarm Grid would like to apologize to anyone affected by this issue. We have already reached out to Qolsys to make them aware of the problem and to learn about a possible fix. Unfortunately, we have not received any word from Qolsys on when a fix would be released. We are hopeful that something in upcoming Firmware Version 2.6.0 may correct this issue, but we have not received any indication from Qolsys that such a fix will be implemented. This means that it may be impossible to use the Qolsys IQ Panel 2 or IQ Panel 2 Plus as a secondary Z-Wave controller for the foreseeable future. Please note that this issue is not believed to have any impact on the primary Z-Wave functions of the system.

We understand that not being able to reliably use the Qolsys IQ Panel 2 Plus as a secondary Z-Wave controller will be a major concern for some users. If you are looking for a panel that has proven to work reliably and consistently as a secondary Z-Wave controller, then we want to give special recommendation to the Honeywell Lyric Alarm System. We have seen the Lyric work wonderfully as a secondary Z-Wave controller when paired with a variety of popular home automation hubs. You might consider the Lyric as an alternative to the IQ Panel 2 Plus if secondary Z-Wave functionality is particularly important to you.

If you have any questions about this issue, or if you are an Alarm Grid monitored customer experiencing any unrelated problems or issues, please email our support team at support@alarmgrid.com. We will work to provide you with a quick and effective solution so that you can continue to get the very most out of your monitoring service. This is also a good email to use if you are interested in starting any new monitoring service with Alarm Grid. Remember, we are here from 9am to 8pm ET M-F to answer any questions or inquiries you might have. We look forward to hearing from you!

Welcome to the first post of 2021 from Alarm Grid! It's almost cliché to say by this point, but we're just as happy to transition into 2021 as you are. And we're looking to start the year off on the right foot by having our Florida team members return to the Alarm Grid headquarters.

Since Thanksgiving, our Florida office has remained closed, and virtually all team members who normally work here have instead been performing their regular duties from their homes. Only our satellite offices in Kentucky and Connecticut have remained active during this time. Well now it's back to business as usual, as we have transitioned back into our usual location. We are happy to be back, as while we love our homes, the office is really the best place for staying focused and providing our customers with the support and assistance they need.

One other small note as we leave 2020 behind, we know that normally we do a "Year In Review" blog post around this time, to look back on all the events that occurred. But unfortunately, that will not be happening this year. We actually had one planned out, but due to technical difficulties, the content was deleted, and we were unable to recover it. Also, there has been so much security news as of late that we really haven't had the time. Not to mention the fact that most people consider 2020 to have been a "below average" year, so we're sure that most of our readers are ready to move forward rather than look into the rearview. But if you were looking forward to that, then we do apologize.

With that out of the way, let's start thinking about what we can expect for 2021. Our three biggest manufacturers - Resideo, Qolsys, and 2GIG - all have big plans for the year. We expect this to be the year that the Honeywell Home PROA7PLUS Alarm Panel really comes into itself, as Resideo is expected to make local end user programming available for the system, and there is a good chance that Apple HomeKit support will also be added later this year. We've also heard that there will be a "stripped-down" version of the PROA7PLUS called simply the PROA7 that will not offer Z-Wave or WIFI connectivity unless added separately. And there have also been some small rumblings of a wired and wireless hybrid panel from Resideo that is tentatively being called the Honeywell Home PROH8PLUS.

Qolsys is likely going to debut their much-anticipated Qolsys IQ Hub in 2021. We were actually expecting it to hit the market in 2020, but that obviously never happened, possibly due to the ongoing pandemic. We have periodically asked Qolsys about the IQ Hub, and they continue to say that it should be available early this year. All signs point to it being released very soon. As we have mentioned before, we don't necessarily expect the IQ Hub to replace the IQ Panel 2 Plus, and instead it will be an option for users who don't really need all of the advanced features of the company's flagship alarm panel. We strongly recommend checking out this post to learn more about what may be coming for the IQ Hub.

Lastly, 2GIG is set to release their own brand-new security system, the 2GIG Edge, in February. The website promoting the upcoming panel is vague on details and specifications, but we're guessing that 2GIG is going to hold nothing back on their new panel. They have some very stiff competition with Resideo and Qolsys afterall. For more information on what the 2GIG Edge Security System might have to offer, please check out our initial post on the subject, where we made some interesting predictions and speculations based on information that is currently available.

Remember to stay tuned to our blog so that you can remain up-to-date on the latest security news and happening throughout 2021 and beyond. And if you ever need any help with your Alarm Grid System, or if you are looking to join Alarm Grid as a monitored customer, then please email us at support@alarmgrid.com. We're available to check your emails from 9am to 8pm ET M-F. Happy New Year, and we look forward to hearing from you!