Site Announcements Posts

Qolsys has done it again, leading the industry with a first-to-market product that suits nearly any need. They've taken the IQ Panel 4 and merged it with the DSC PowerSeries NEO. The result is a hybrid system. From a small home to a school, church, or hospital the IQ Pro can protect them all.

The Qolsys IQ Pro jumps right into the market with a Qualcomm SnapDragon 8 Core SOM (System On a Module) processor and 16GB of NAND Flash Memory. It supports up to 128 zones, 8 partitions, 1000 users, and 16 keypads (wired or wireless). All IQ Pro panels offer PowerG and some also have an optional, built-in legacy wireless receiver.

It also has Dual-Path LTE and WiFi or Ethernet internet communication capability. It is available with an AT&T, Verizon, or Telus(Canada) cellular option. Also, as pictured above, it comes in either a plastic enclosure (left front) or a metal enclosure (right rear). The metal enclosure is the only enclosure option that will accept an external antenna.

The IQ Pro communicates through Alarm.com. When dual-path communication is enabled, it will send every alarm signal through both available paths. The signal that reaches Alarm.com first is processed, and the slower signal is disregarded. In this way, Alarm.com always ensures that each individual signal uses the fastest available path to communicate.

For Alarm Grid customers, a plan that includes cellular communication is required to activate the IQ Pro. Use of the WIFI or Ethernet path is optional, but the LTE cellular communicator must be registered with Alarm.com in order to activate the system for any type of monitoring. With Alarm Grid's Self Monitoring, all signals are sent from Alarm.com to the end-user via text, email, push notification, or any combination of those options. There is no central station involved.

For Full Monitoring customers, each signal is sent to Alarm.com and they forward the signals to the appropriate central station, and to the customer via text, email, push notification, or some combination of those options. The Alarm.com website or app is also how the customer can log in and control their system, check system status, and control automation devices, including Z-Wave devices that are connected to the panel. Alarm.com also offers many third-party automation options, such as the use of MyQ garage doors, Rachio or Rainbird irrigation, Sonos whole-house speaker systems, and many more. Both Self Gold and Full Gold Alarm Grid customers will have remote control options. Customers who aren't interested in remote control and automation options can choose the Alarm Grid Cellular Alarm Monitoring Plan.

The IQ Pro panel can be expanded by adding hardwired zones, an addressable wired loop, and/or variable wireless options. Adding hardwired zones requires an HSM2108 module. Each of these modules added provides an additional eight (8) hardwired zones, up to the max of 128 total zones. An addressable wired loop is usually used in a situation where the wire run for the devices is longer than usual, and may be more spread out. If you are replacing a system that has some type of addressable loop in place, you can choose to keep those points protected with wired devices by purchasing the corresponding compatible MX device (see table below) or replace them with PowerG wireless sensors.

There are multiple keypad options. The panel can support up to a maximum of sixteen (16) hardwired, or DSC NEO touchscreens (with a firmware update to the keypad via SD card), up to five (5) wireless or PowerG IQ remotes, and up to three (3) WIFI IQ Remote touchscreens.

For those who only plan to use the PowerG long-range, encrypted sensors, there is the PowerG-only IQ Pro. Or in addition to PowerG, users can also choose either a 345 MHz Honeywell or 2GIG compatible, 319.5 MHz Qolsys or Interlogix/GE compatible, or 433 MHz legacy DSC compatible model. With each also having a choice between a metal or a plastic enclosure.

The IQ Pro can also support up to ten (10) PowerG PIR Cameras such as the PG9944 Outdoor Motion Camera, or the indoor PG9934P PIR Camera. It has four (4) onboard programmable outputs and is expandable with up to 148 outputs. These relays are customizable according to your needs.

The IQ Pro has incorporated an addressable MX loop. By adding an HSM3105 module to the system, you can build out an addressable loop with up to 124 devices. In low-power mode, the MX addressable loop will get its power from the IQ Pro Corbus, which is how the MX module connects to the panel. In this configuration, the HSM3105 can be mounted inside the IQ Pro cabinet or in an approved external cabinet. In this mode, the MX Loop can have a maximum current draw of 67mA at 40V (equivalent to 360mA @ 11.3V or 325mA @ 12.5V). Wiring between the IQ Pro and the HSM3105 must not exceed 3' (1m) using 22 gauge wire, regardless of which power mode is used.

There is also an option to add an HSM2300 or an HSM2204. The HSM2300 is a power supply module that provides an additional 1A of current. The HSM2204 is a power supply and PGM module combined. It can provide an additional 1A of current and four (4) high-current programmable outputs. When used with either power supply, the power supply and the HSM3105 should be mounted in an approved auxiliary enclosure next to the main panel. This configuration is called high-power mode where the power supply connects to the Corbus, and the HSM3105 connects to the power supply. The HSM2300 and HSM2204 can only provide up to 228mA @ 40V (1000mA @ 12.5V) or 260mA @ 40V (1000mA @ 11.3V).

The HSM3105 has four (4) terminals for the MX Loop. This allows you to set it up in either a 4-wire "loop" configuration or a 2-wire "spur" configuration (see image below). The 4-wire loop configuration starts at one set of (+) and (-) terminals on the left side and terminates at the other set of (+) and (-) terminals on the right. The 2-wire spur configuration uses the left and/or right set of (+) and (-) terminals and terminates in the field at the last device.

Configuring the HSM3105 is done via the IQ Installer app, which is available as a free download from the Apple App Store or the Google Play Store. The family of MX devices includes a wide range of sensors to protect almost any environment. Each MX device uses the connection from the HSM3105 to get its power, whether the loop is in low-power or high-power mode.

MX Devices

Compatible Addressable Loop Devices

Qolsys IQ Pro Panels with Verizon LTE Communicator:

• Qolsys IQ Pro with Verizon LTE, PowerG w/ Interlogix/GE 319.5 MHz Support in a Metal Enclosure
• Qolsys IQ Pro with Verizon LTE, PowerG w/ Interlogix/GE 319.5 MHz Support in a Plastic Enclosure
  
• Qolsys IQ Pro with Verizon LTE, PowerG w/ DSC 433 MHz Support in a Metal Enclosure
• Qolsys IQ Pro with Verizon LTE, PowerG w/ DSC 433 MHz Support in a Plastic Enclosure
• Qolsys IQ Pro with Verizon LTE, PowerG w/ Honeywell/2GIG 345 MHz Support in a Metal Enclosure
• Qolsys IQ Pro with Verizon LTE, PowerG w/ Honeywell/2GIG 345 MHz Support in a Plastic Enclosure
• Qolsys IQ Pro with Verizon LTE, PowerG in a Metal Enclosure (No Legacy RF Support)
• Qolsys IQ Pro with Verizon LTE, PowerG in a Plastic Enclosure (No Legacy RF Support)

Qolsys IQ Pro Panels with AT&T LTE Communicator:

• Qolsys IQ Pro with AT&T LTE, PowerG w/ Interlogix/GE 319.5 MHz Support in a Metal Enclosure
• Qolsys IQ Pro with AT&T LTE, PowerG w/ Interlogix/GE 319.5 MHz Support in a Plastic Enclosure
• Qolsys IQ Pro with AT&T LTE, PowerG w/ DSC 433 MHz Support in a Metal Enclosure
• Qolsys IQ Pro with AT&T LTE, PowerG w/DSC 433 MHz Support in a Plastic Enclosure
• Qolsys IQ Pro with AT&T LTE, PowerG w/ Honeywell/2GIG 345 MHz Support in a Metal Enclosure
• Qolsys IQ Pro with AT&T LTE, PowerG w/ Honeywell/2GIG 345 MHz Support in a Plastic Enclosure
• Qolsys IQ Pro with AT&T LTE, PowerG in a Metal Enclosure (No Legacy RF Support)
• Qolsys IQ Pro with AT&T LTE, PowerG in a Plastic Enclosure (No Legacy RF Support)

The Qolsys IQ Pro is sure to be a crowd pleaser! With support for PowerG wireless, legacy wireless, multiple keypad types, wired expansion when it's needed, dual-path communication, including LTE wireless, optional Bluetooth disarming, and support for Z-Wave Plus, it has just about every feature you could want in a modern alarm system. If you've been looking for the perfect system, you can stop, it's right here.

Alarm Grid's Louisville support center will shut down at 12:30 pm today Wednesday, June 7, 2023, so that our team can take advantage of the ESX trade show taking place here. ESX is not as large as ISC West, but it still offers some great opportunities for learning and exploring new products.

ESX is the Electronic Security Expo, and is owned and operated by ESA, the Electronic Security Association. Established in 1948, ESA is the largest trade association in the United States representing the electronic security and life safety industry. ESA also offers training and certification courses for alarm technicians through the ESA National Training School.

There will be many familiar vendors at the ESX show, including Resideo, Alarm.com, CMS, JCI (owners of Qolsys and DSC), and many others. Also in attendance will be many new companies with new products and new ideas. Hopefully, our techs will see something awesome that we can then bring back and offer to our customers.

Although the support center will be closed during this time, our professional monitoring centers will be on the job. All alarm system signals will be processed as usual. Alarm Grid customers in the United States can contact CMS (Criticom Monitoring Services) by calling 888-818-7728 and choosing option 9. Do this if you need to cancel an alarm, put your system on test, or check on an alarm signal. Check out the MyAlarms.com site, set up an account, and you can do all of these things yourself, no phone call required.

Canadian Alarm Grid customers who need to cancel an alarm or verify a signal can call Rapid Response at 800-932-3822. Remember, whether you're contacting CMS or Rapid Response you will be asked to provide your name, address, and false alarm password. If you provide the Duress password, or the wrong password, the monitoring station will dispatch authorities.

If you need to make changes to your monitoring information, send us an email at support@alarmgrid.com and we will reply as soon as possible when we're back in the office on Thursday. The monitoring station cannot make these changes for you. We'll be back in the office on Thursday morning at 9:00 am for our regular business hours.

Google is ending support for conversational actions via their Google Home and Google Assistant platforms as of June 13, 2023. This will end Alarm.com users' ability to control their Alarm.com home automation devices using voice through the Google Assistant feature and Google Home devices.

It seems like yesterday, but it's been a couple of years since we brought you instructions on how to set up Alarm.com automation to be controlled using your voice via Google Home. Now that Google is deprecating its conversational actions feature, this integration is going away. This is a shame because we had many customers, and employees, who enjoyed this capability.

This is not something that is within Alarm.com's control. Google giveth, and Google taketh away. As of this writing, it doesn't appear that any new functionality will be replacing what is being removed. If you enjoy controlling devices using voice commands, and assuming you have an Android phone, your best bet for voice control moving forward is to use Amazon Alexa. Apple users also have the option to use Siri Shortcuts to achieve voice control.

We've had no word from Resideo as to how this change may affect the Total Connect 2.0 integration with Google Assistant and Google Home, so we reached out to technical support to ask them. According to their development team, "The sunset of Conversational Actions has no impact to our integration".

What do you think of this latest Smart Home functionality being deprecated by Google? Are you planning to move to Amazon Alexa or Apple Siri for voice-activated home automation? Leave a comment below and let us know what you think. We're always happy to hear from our readers.

Alarm.com has added a new product to its video doorbell lineup and Alarm Grid is proud to offer it. It is the ADC-VDB780B wireless video doorbell. This is the first video doorbell we've offered that is wire-free. It's powered by a rechargeable battery and does not require an existing wired chime.

The ADC-VDB780B wireless video doorbell uses the Alarm.com ADC-W115C as its chime. Because at least one (1) wireless chime is required, the doorbell is only being sold as a bundle. Alarm.com ADC-VDB780B-W115C-BNDL is the SKU for the battery-operated doorbell with one (1) wireless chime. The ADC-W115C plugs into any standard interior wall outlet.

Alarm.com is well known for its lineup of video cameras, including its video doorbells. But, the ADC-VDB780B doorbell is a game changer. Its wire-free setup does not limit you to installing only where existing, working, doorbell wiring exists.

Doorbell wiring is usually thin and solid core wiring. What happens to solid core wiring after bending it too many times? SNAP! It breaks. Having experienced this myself, I was left dead in the water unless I wanted to hire someone to re-run the doorbell wire.

But that is no longer the case. If your doorbell wire has broken or become damaged and you do not want to invest in fixing it. Or, if you have a side or a rear door where no doorbell was ever installed in the first place, and you would like a doorbell camera in that location, this new battery-operated doorbell from Alarm.com could be your new best friend.

The ADC-VDB780B wireless doorbell comes with a bracket that locks the doorbell into place. The doorbell has a battery that is expected to last up to six (6) months on a single charge. When it does need charging, just unlatch the bottom of the doorbell mount, remove the doorbell, then pull down and separate the battery pack from the main unit. Then, you can charge the battery with the included micro USB cable. The actual plug-in wall charger is not included. You will need to provide your own 5V/1.5A USB charger. This is similar to what you probably use to charge your phones and/or tablets. A fully drained battery takes around seven (7) hours to fully charge.

The operating temperature for the ADC-VDB780B is -4°F to 122°F (-20°C to 50°C). If the doorbell's temperature gets too low, or too high, it will shut down in order to prevent damage to the unit. You can set up low and/or high temperature notifications through the Alarm.com app or website. Colder temperatures are known to have a negative impact on lithium-ion batteries, so users in colder climates may notice that they need to charge the battery more often than advertised. A rapid drop in temperature may cause the battery to discharge more rapidly, and the battery indicator to provide incorrect information. Users in colder climates should plan on charging the battery more often.

The included ADC-W115C smart chime gets plugged into a standard, unswitched interior wall outlet near the doorbell. The chime is not rated for outdoor use. It connects to the local WIFI router and can provide an access point for the video doorbell. It can be customized with the desired chime sound through the Alarm.com app or website. At least one (1) ADC-W115C must be configured for each ADC-VDB780B, but from there, you can add as many of the wireless chimes as you like to the account. Once a wireless chime is added, and the "Send button press notifications to Alarm.com Smart Chime" option is enabled for the video doorbell all wireless chimes associated with the account will sound when that doorbell's button is pressed.

This bundle utilizes a 2.4GHz WIFI network. A router with an internet connection and 2.4GHz capability is required. This bundle also features HD video quality, two-way audio, a wide viewing angle, and a Li-ion rechargeable battery. The ADC-VDB780B video doorbell is also equipped with video analytics and night vision.

We expect many who were limited in installing a video doorbell only where they had a current working doorbell, to be excited about this new product. In fact, even one of our own, upon seeing this release, said "Oh wow. That’s what I want. Battery powered!!"

On April 1, 2023, Montgomery County, Maryland will begin enforcing an Enhanced Call Verification (ECV) statute for all burglary alarm activations. Enhanced Call Verification (ECV) requires that 2 different phone numbers be called before police are dispatched.

If you reside in Montgomery County, Maryland's jurisdiction, then this new ordinance applies to you. If you are unsure, you can always reach out to their Non-Emergency phone number and provide your address. They will be able to confirm whether this ordinance applies to you.

If you live within this jurisdiction, please ensure that you have at least two (2) phone numbers on file for the monitoring station. This will satisfy the requirements of the ordinance. Failure to have more than one (1) phone number on file, which the monitoring station can attempt to contact prior to calling the police, will result in a DENIED dispatch request. It is also imperative that if you are contacted that you can provide the proper False Alarm Passcode. This verifies that you are a valid user. Providing anything other than the correct False Alarm Passcode will result in the monitoring operator contacting the authorities. Even if you are attempting to prevent a dispatch.

This new ordinance will apply to all central station-monitored burglary alarms within the jurisdiction. This includes door and window alarms, glass break alarms, and motion detector alarms that may require a police dispatch. If the alarm is the result of a panic, duress, holdup, or robbery alarm, then the process is different.

In the instance of a panic, duress, holdup, or robbery alarm, the monitoring station operator must attempt to verify the alarm signal, but only AFTER requesting police dispatch. In these time-critical moments, they will dispatch before calling the premises' phone numbers that have been provided by the end user.

If CMS gets a "verified" user response on the first number they call, then they are not required to call a second number. The ECV requirement only applies when a burglary alarm is received by the monitoring station, and upon calling the first number on file there is no answer. Remember too, that when contacted, if the user provides the proper false alarm passcode, they can cancel the dispatch in the case of an accidental activation or a false alarm.

ECV is only applicable for burglary alarm activations. This does not apply to Fire or Life Safety device alarm activations. All of these alarms will still be handled in the manner requested by the end user. Typically, life-safety alarms are set up to call the premises number first, if there is no answer, or if the person who answers can't provide verification, then dispatch, and finally call the remainder of the call list number(s) until either someone is reached, or the authorities arrive on site and contact the monitoring station.

For monitoring in the U.S., Alarm Grid uses Criticom Monitoring Services (CMS). They operate in various locations across the United States and can monitor any location within. If you ever need to get in touch with CMS, you can call our main number 1-888-818-7728, and choose option 9. This is useful if you ever need to verify (but not change) your call list phone numbers, report a false alarm, put your system on test, take it off test, or verify alarm signals received. CMS operators are available 24/7. If you need to make changes to your premises phone numbers or call list, change or update your false alarm passcode or duress code, either call our main number 1-888-818-7728 and choose option 2 for the support team or, better yet, email us at support@alarmgrid.com.

Excerpt from the ordinance, provided by Montgomery County Police Department:

"Per the below, Section 5 sub, section 5.1

Section 5. Procedures To Request Police Response

5.1 Before requesting a police response to an alarm signal, an alarm business shall first attempt to verify the Alarm signal is valid by placing a telephone call to the Alarm Site and/or Alarm user. If the first attempt is unable to make contact with a verified Alarm User and ascertain if the Alarm Signal is valid, a second attempt shall be made. The second attempt shall require, at a minimum, a telephone call be made to a telephone number which is different from the telephone number utilized in the first attempt.

In the case of a panic, duress, holdup or robbery activation; the alarm business must attempt to verify the alarm signal only after requesting police dispatch. In cases where a crime-in-progress has been verified by real-time audio/video surveillance of an Alarm Site by the Alarm Monitoring Company, a second call is not required, when there are devices that permit either the direct, live listening in or viewing of an Alarm Site or portions thereof."

We would also like to remind our customers who have central station monitoring, that you can access your information without contacting us or CMS. Customers can do this using the MyAlarms.com portal from Criticom. With MyAlarms.com, customers can view their premises numbers, their call list numbers, put their systems in test mode, view their account information, and view their signal history. To do this, a user must create an account with MyAlarms.com. To get started, follow this process to set up your MyAlarms.com account.

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 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.