Site Announcements Posts

Alarm Grid has learned that Alarm.com was experiencing a technical issue that prevented weather-related features from working properly. The issue was successfully addressed by Alarm.com, and it was only temporary. We apologize for any inconvenience that this issue may have caused.

According to Alarm.com, the issue began on last Tuesday evening April 28th, 2020 at roughly 9:50pm Eastern Daylight Time. The technical issue resulted in problems with weather-related features, including weather to panel, severe weather alerts, and weather forecasts that are displayed in user interfaces.

The issue was eventually resolved at roughly 7:00pm EDT on Wednesday, April 29th. Alarm.com users should no longer be experiencing any problems with weather-related features. If you are monitored by Alarm Grid, and you are having problems with Alarm.com, please email us at support@alarmgrid.com to let us know. We check our email from 9am to 8pm ET M-F. We look forward to hearing from you!

We have learned that Resideo has made some cool new updates to Total Connect 2.0. The platform has a sleek new look that is sure to turn some heads. Resideo also introduced a more streamlined process for creating scenes. It is a great time to get started with a Honeywell System and TC2.

Upon logging into your Total Connect 2.0 account from either the website or mobile app, you will be greeted by the familiar "What's New" screen that provides an overview of what changes to expect. From there, you will continue to the main menu where you can control your system and smart home devices like usual. The layout isn't too different, so it is unlikely that you will have any trouble navigating the website.

We think the new TC2 interface looks a lot like the UI for the upcoming Resideo PROA7PLUS Security System that everyone is super excited about. That makes sense, considering Honeywell is expected to release the system sometime in the near future. Some of our team members have been beta testing the upcoming system, and we think it will make a great option for DIYers and professional installers alike. You can check out our beta test in this earlier blog post. Also remember to sign-up for our mailing list so that you can stay informed about the upcoming system from Resideo.

In addition to the new look, the latest TC2 update has also changed the previous Automation Menu to the all-new Devices Menu. This new menu features new icons and action buttons for controlling programmed devices. Users will also find it much easier to create new smart scenes, thanks to the new streamlined scenes set up process. Finally, connected SkyBell Video Doorbells can now be streamed in a vertical display or a horizontal (landscape) display.

If you want more information about these changes, please email us at support@alarmgrid.com. Our team checks email from 9am to 8pm ET M-F. Also remember to check our monitoring page if you are interested in starting monitoring service for use with Total Connect 2.0. We look forward to hearing from you!

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!

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.

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.

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.

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.

The Cincinnati Police Department has begun limiting police response for non-urgent matters in an effort to stop the spread of the COVID-19 Coronavirus. Calls deemed to be non-urgent are being redirected for online or phone reporting. The temporary policy took effect Tuesday, March 24th.

In a statement released on Tuesday, Chief of the Cincinnati Police Eliot Isaac stated, "I want all of the residents and visitors to Cincinnati to understand that the Cincinnati Police Department is ready and able to respond to any emergency call from the public... Our recently implemented Differential Response Plan is intended to limit the exposure of our officers and the public to the Coronavirus (COVID-19) and our desire is to continue to provide the highest level of police service, while maximizing our efficiency and effectiveness."

The department went on to add that the following calls will be redirected for phone and/or online reporting:

• Assaults not requiring medical attention where suspect is no longer present.
• Auto collisions, except those w/ injuries and/or vehicles that are no longer drivable
• Breaking and entering w/ no suspect & no possibility of property recovery.
• Criminal damaging reports.
• Dog bites.
• Found property
• Lost or stolen license plates.
• Menacing reports, unless suspect is expected, threatens to return, or is associated w/ domestic violence.
• Phone harassment.
• Property damage.
• Theft reports w/o possibility of “immediate apprehension or property recovery”, unless value is equal to or greater than $5,000 and/or the stolen property involves a firearm.

Cincinnati residents are encouraged to report crimes online via the Cincinnati Police Department website, which can be accessed here. Another option for reporting any of the crimes listed above is to contact the Cincinnati Police Department Telephone Crime Reporting Unit (TCRU) at (513) 352-2960. The TCRU will accept reports from 8am to 5pm The Cincinnati Police Department also operates a non-emergency phone line at (513) 765-1212 for non-urgent matters.

If you have central station monitoring service in Cincinnati, then you should understand that the Cincinnati Police Department will still be responding to dispatch requests like normal. Cincinnati is not a verified response community, meaning that a dispatch request from a certified central station operator is sufficient for warranting an emergency response. An alarm from a security system is considered to be an emergency, and the appropriate authorities will still respond ASAP. However, Alarm Grid would like to remind all of its monitored customers to do their part in preventing false alarms by saving the CMS telephone numbers in your phone, setting appropriate entry/exit delays for your system, knowing your false alarm passcode, and placing your system on test mode before testing sensors.

It is presumed that the change in policy will be temporary and last until measures relating to COVID-19 are relaxed. No official or expected end date has been provided at this time. Please continue to check our blog for more information relating to police response policies in major cities and metropolitan areas.

Alarm Grid customers in Cincinnati who would like to learn more about this change in policy are invited to reach out to us by emailing support@alarmgrid.com. We are available to respond to emails from 9am to 8pm ET M-F. We look forward to hearing from you.

This begins "Week 2" of Alarm Grid employees working from home. Our headquarters in Florida is shut down, except for a very small number of employees who absolutely need to be there. The rest of our FL team is working from home. Our team members in KY and CT are also working from home.

As you know by now, COVID-19 is a serious global health pandemic, and we must all do our part to prevent the spread of the virus. This means making necessary sacrifices in certain situations, with the greater good in mind. We will continue to provide you with the best support possible, and we know our friends at Criticom Monitoring Services are doing their part as well. Rest assured that these temporary changes should have no effect on your monitoring service, and your home or business will remain protected and secured if you have to leave it unmanned for whatever reason.

The COVID-19 pandemic has hit some of our manufacturers hard, and some products may be backordered as a result. In the event that you order a product that is currently unavailable, we will do our very best to let you know as soon as possible. Our team will suggest a suitable replacement if one is available, and we will try to remain as flexible and as accommodating as possible. We appreciate your understanding and patience during this time.

It is recommended that you practice social distancing until further notice to prevent the spread of COVID-19. Stay at home if possible, and remember to wash your hands regularly and use hand sanitizer if it is available. If you must leave home for some reason, then avoid large crowds and gatherings, and stay away from those who are sick. Keep face-masks and other needed medical supplies available for those who need them most. Contact your doctor or healthcare provider if you believe that you may be sick. They will tell you the best actions to take. Make sure that your family and other loved ones also follow these steps to protect themselves and those around them.

We understand that this is a difficult situation for everyone involved. Some people may feel upset or emotional during this time. We are here to tell you that this will pass, and hopefully things will return to normal soon. While working from home might sound like fun, we can assure you that our team wants to get back to regular life in the office and to stop living in a world of fear and isolation. If you know someone who is struggling emotionally through this process, do your part to reach out. Give them a call or send them a gift to try and uplift their spirits. Remind them that these are temporary circumstances, and the best thing we can do for now is hold out until this eventually passes.

Remember, COVID-19 should have no impact on your monitoring service. If you have any questions about your monitoring service, or if you want to know if a certain product is backordered, you are welcome to email us at support@alarmgrid.com. Although we are working from home, our team is still regularly checking emails and providing support from 9am to 8pm ET M-F. You can feel assured that our team will see your message and respond as soon as possible. We know that this is a tough time for everyone, and we will do our part to help you get through it. We look forward to hearing from you.

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

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

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

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

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

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

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

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

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

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

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