May 2022 Archives

Resideo has reported that they are working to resolve an issue where Legacy IP Cameras (Non-HD) are sending notifications on motion activation, but without the actual video clip attached. The legacy, standard-definition cameras normally send a 10-second clip along with the notification.

Until this issue is corrected, Total Connect 2.0 users who have older, Standard-Definition IP Cameras from Honeywell can log into their TC2 account and view or download the video clips from there, once a notification has been received. Resideo is aware of this issue and plans to push an update in the next couple of weeks to resolve it. The legacy IP cameras include the IPCAM-WI, IPCAM-WI2, IPCAM-WL, IPCAM-PT, IPCAM-PT2, and IPCAM-WO.

When the Standard-Definition cameras are working properly a video clip triggered by motion detection via video analytics sends a notification as a text, email, or push notification. The user will actually receive the video clip within that notification and can view it or download it without ever logging into Total Connect 2.0.

Unlike the standard-definition, legacy IP Cameras from Honeywell, the newer High Definition cameras such as the IPCAM-WIC1, IPCAM-WIC2, IPCAM-WOC1, or IPCAM-WOC2 have never sent a video clip attachment along with new event notification messages. Instead, the user has always been required to log into TC2 once they received the notification and then view or download the supplied clip. HD IPCAM clips are 30-seconds, not 10-seconds in length. This, coupled with the increased data usage required by a higher definition clip, may be why the notifications for these cameras no longer include the actual clip.

According to the information we received, Resideo had a planned update nearly ready to go for Total Connect 2.0 when this issue came to light. The plan was to implement this update in early June. Now that the SD camera notification issue has been discovered, the fix for it will be included in the planned update. We expect this fix, along with the rest of the update within the first couple of weeks of June. Aside from this issue, we don't yet know what other fixes or new features this update may entail.

Are you affected by this issue? Are you still using the Honeywell legacy cameras? Let us know what you think in the comments below. Is this type of issue something that would make you consider upgrading to newer cameras, maybe even a new system? Reach out and start a conversation, we always look forward to hearing from you!

Monday, May 30, 2022 marks Memorial Day, a day where we honor those who have given their lives in service to our nation. Alarm Grid would like to take this opportunity to say a heartfelt, "Thank you." to the families of those service members. We honor both their sacrifice and yours.

To allow our employees to spend the holiday with their families, our offices will be closed on Monday, and will reopen for normal business hours on Tuesday, May 31, at 9:00 am Eastern. If you need to make a change to your account or have any other support issues, please send an email to us (see below). We will address your issue as quickly as possible after we return on Tuesday.

Our central station partners, of course, are available 24/7/365. All signals sent by your Alarm Grid monitored alarm system will be handled as usual during the holiday (unless you've made other arrangements with us beforehand). If you need to contact the central monitoring station, to cancel a false alarm or verify a signal, customers in the US can contact Criticom Monitoring Services (CMS) by dialing (888) 818-7728 and choosing Option [9].

Canadian customers can contact Rapid Response at (800) 932-3822. Remember when you call either monitoring station, you will need to provide your name, address, and your false alarm password or phrase. Providing incorrect information when asked will result in the dispatch of authorities.

If you have a support question or need to make adjustments to your account, the monitoring station cannot assist you with that type of request. For those types of requests, send an email to support@alarmgrid.com with details about what type of assistance you need. Remember that when we return after the holiday, there may be a little bit of a support backlog. Please be patient and we will work through all issues as rapidly as possible.

Thank you for trusting your safety to us. It is a responsibility we never take lightly. We hope you can enjoy this time with your family and that you are blessed with good weather, good company, good food, and good times!

Johnson Controls, the parent company of DSC and Qolsys, recently released a technical advisory regarding the DSC WS4936 Photoelectric Smoke Detector. Pressing the "Test" button on the device will only trigger the sounder and will not cause the detector to transmit a wireless alarm signal.

The DSC WS4936 Photoelectric Smoke Detector operates at 433 MHz. This is not a DSC PowerG bi-directional smoke. When the "Test" button is pressed on an affected unit, it will sound the smoke detector's built-in sounder, but it will not transmit a signal to the alarm panel, and therefore will not cause an alarm on the panel during the test. In order to properly test the smoke detector, canned smoke should be used. This has the added benefit of being a functional test, and not just a test of the sounder and the transmitter for the WS4936.

Not all DSC WS4936 Smoke Detectors are affected by this issue. In fact, it's a relatively small number. Units produced between February 2022 and April 2022 are the only ones affected. You can determine if you have an affected smoke detector by checking the Date Code on your unit. To check the Date Code, find the ESN sticker. The Date Code will be a 4-digit number. The first two digits are the year of manufacture, the last two digits indicate the week of that year. February through April would show Date Codes of 2207 - 2217. New units without this anomaly will begin shipping in early May 2022.

If you determine you have a DSC WS4936 that is affected by this issue, and you would like to replace it, DSC will gladly do so. Contact your distributor or the alarm dealer you purchased the smoke detector from, and they can confirm the issue and arrange a replacement. However, these units still work perfectly well. In order to continue using an affected unit, all you need to do is be sure you test using canned smoke, as opposed to just using the "Test" button on the unit. If you purchased an affected unit from Alarm Grid, contact us by emailing support@alarmgrid.com, referencing your order number and this post. We will be happy to assist you with a replacement.