Qolsys TSB # 211210 - IQ Panel 2 - AT&T 3G Sunset - Firmware Update Needed

TECHNICAL

SERVICE

BULLETIN




IQ
PANEL
2 - AT&T
3G
SUNSET
- FIRMWARE
UPDATE
NEEDED

TSB
#:
211210

DATE:

12/10/21

RE:

IQ
PANEL
2 - AT&T
3G
SUNSET
- FIRMWARE
UPDATE
NEEDED



Immediate
Action
Required

Early
AT&T
panels
used
a provisional
VoLTE
firmware
version
which

later
changed
when
VoLTE
was
fully
released,
and
immediate
action
is
required
to keep
these
Panels
online
before
the
AT&T
3G
sunset
occurs.


Beginning on 12/
13
/21 you will be able to run a report from the

Alarm.com
Partner
Portal,
Business
Intelligence
section,
of the
AT&T

panels
that
require
a firmware
update
to the
cellular
radio
in order
to
remain connected and operational. Set the report to filter "Critical

Firmware
Upgrade
(ATT3GSunset)"
trouble
condition
name.

If no
action
is taken
on
these
Panels,
they
will
lose
cellular
connectivity
on
the
AT&T
3G
Sunset
date.

Step
1: Wi
-Fi Connection

Wi-Fi connectivity
is required
in order
for
the
Panel
to receive
the
needed
firmware
update.
Panels
that
are
not

connected
to Wi
-Fi will
not
be
able
to download
the
cellular
radio
firmware.
Connecting
to Wi
-Fi may
be
done

locally at the Panel (Dealer, Installer or Master Code) or remotely from the Alarm.com Partner Portal under

Signaling/Broadband
Settings.


Additionally,
on
12/
13/21
Alarm.com
will
enable
a tool
that
allows
end
users
to connect
the
Panel
to Wi
-Fi on

their
own
via
the
Alarm.com
App
or Alarm.com
Customer
website.

If you
prefer
to not
have
it enabled
for
your

customers,
please
ask
your
Alarm.com
representative
to disable
it for
your
Dealer
ID
:














Note
: The
first
time
the
customer
connects
to Wi
-Fi using
this
feature,
ADC
Central
Station

communications
will
be
changed
from
cell
-only
to "Dual
Path”.
TECHNICAL

SERVICE

BULLETIN



IQ
PANEL
2 - AT&T
3G
SUNSET
- FIRMWARE
UPDATE
NEEDED

Step
2: Upgrade
Panel
Software

Once connected to Wi
-Fi, a Panel software update MAY be required in some cases before it can receive the

needed
firmware
update
to the
cellular
radio.
Panels
running
software
version
2.3.0
or lower
need
to be
updated

to a minimum
of 2.3.1
or higher.
Software
updates
can
be
done
locally
from
the
Panel
with
a correct
Patch
Tag,
or
remotely
via
the
Alarm.com
Partner
Portal.


Step
3: Upgrade
Cellular
Firmware
- ATT3GSunset

Once
a Panel
is connected
to Wi
-Fi and
running
software
2.3.1
or higher,
a firmware
patch
needs
to be
pushed
to
update
the
cellular
radio.
This
firmware
will
keep
IQ
Panel
2's
connected
to the
cellular
network
after
the
AT&T

3G Sunset. This update can be applied locally at the Panel with a Patch Tag, or remotely via the Alarm.com

Partner
Portal
and
will
be
available
for
manual
and
bulk
updates.


Patch
Tag:

ATT3GSunset


Lastly, beginning Monday, January 10th, this
ATT3GSunset
update will be automatically deployed to W
i-Fi
connected
panels
that
have
not
already
received
the
update.
This
automatic
update
process
will
proceed
through

the queue of eligible panels 7 days a wee
k during daytime hours (8am to 8pm local). Note: As part of this
update,

a system
reboot
will
occur.


If you
have
questions,
we
can
help.

Qolsys
& Alarm.com
will
be
co-
hosting
a webinar
on
this
subject
on
December
17th,
2021
2:00
PM
EST

Click
here
to register
for
AT&T
3G
Sunset
Webinar


FAQ’s:

•

Question
: How
can
I tell
if my
Panels
have
received
the
Cellular
Firmware
after
sending
the
update?

•

Answer
: From
the
Alarm.com
Partner
Portal
click
on
the
Alarm.com
Serial
Number
link,
then
scroll
down

and
verify that the Modem Version ends in 0025. Versions ending in 0003, 0004 & 0026 are

unaffected
by
this
TSB
and
already
have
the
correct
cellular
radio
firmware.


•

Question
: Why
is the
patch
only
needed
on
some
panels?

•

Answer
: Early
AT&T
panels
used
a provisional
VoLTE
firmware
version
which
later
changed
when
VoLTE

was
fully
released.
These
early
panels
need
to be
updated
to the
current
standard.


•

Question
: Does
this
issue
only
affect
AT&T
Panels?

•

Answer:

This
3G
sunset
update
is for
the
AT&T
network
exclusively.
Other
carrier
network
products
are
not

affected and
require no
action at
this time.


•

Question
: What if there is no Wi
-Fi at the installed location in order to update the Panel software or Cellular
Firmware?

•

Answer
: Both
Panel
software
and
Cellular
Firmware
can
be
manually
loaded
with
an
SD
Card
file
if
needed.
For
more
information
and
to download
the
correct
files,
visit
https://dealers.qolsys.com/

software
-downloads/