September 2024 Archives

Older IPCAM-WIC1, IPCAM-WIC2, IPCAM-WOC1, and IPCAM-WOC2 cameras need an update to keep working with Total Connect 2.0. If you have an affected camera and it hasn't been powered up with a network connection between June 30, 2024 and now, power it on and connect it for at least two (2) days.

You can read the full notice from Resideo here. This notice has been distributed to all Total Connect 2.0 alarm dealers. The gist is this, if you have one of the legacy IPCAM-WI or IPCAM-WO cameras listed, and your camera has been connected to a TC2 system and working for any consecutive two (2) day period between June 30, 2024 and now, you don't need to worry. The update should already be completed.

Any of the above mentioned cameras that don't receive this update will cease to be recognized by the Total Connect 2.0 server beginning on November 1, 2024. Any such camera will no longer receive updates from the server and will cease being supported by Resideo.

You can verify your camera's firmware version by logging into the Total Connect 2.0 app. Go to Cameras. Tap the More icon in the upper right (⋮) of the camera. Tap Settings, then scroll down to Camera Info. The firmware version will be displayed. For IPCAM-WIC1/IPCAM-WIC2 the firmware version should be 2.07. For IPCAM-WOC1/IPCAM-WOC2, the firmware version should be 2.09. Cameras showing these versions have already been updated.

There are three (3) scenarios where one of these legacy cameras may still need to be updated. The first situation won't usually affect DIY users, but the second and third are strong possibilities. We'll discuss each scenario below.

Scenario 1: A Brand New Camera That Has Never Been Installed

This scenario will more than likely only be experienced by an alarm dealer who keeps physical inventory on their premises. Any camera that is new in the box and has never been powered on, connected to internet, and registered with a TC2 account will require some intervention before October 31, 2024. Without this intervention, the camera will cease to be compatible with Total Connect 2.0.

If you're a homeowner with a new security camera that hasn't been activated, you should do so at least two (2) days before October 31, 2024. Failure to activate your camera and give it enough time to receive the update may prevent it from working with any Total Connect 2.0 security system.

Scenario 2: A Previously Used Camera That is Offline and Deleted from TC2

If you have a legacy Total Connect 2.0 camera that hasn't been powered on, connected to the internet, and registered to a TC2 account for at least two (2) consecutive ays between June 30, 2024 and now, you need to take action.

To complete the update, power on your camera, connect it to the internet, and register it to your TC2 account. The update will happen automatically once the camera registers. Keep your camera powered on and online for at least two (2) days to ensure the update finishes successfully.

Scenario 3: Previously Registered Camera That Is Offline

If your legacy camera hasn't been online for at least two (2) consecutive days since June 30, 2024, you need to power it on, connect it to the internet, and verify the connection by checking its live view in Total Connect 2.0. Keep your camera connected for at least two days. This will allow the update to complete.

If, after November 1, 2024 you decide to purchase a used IPCAM-WIC1/IPCAM-WIC2 or IPCAM-WOC1/IPCAM-WOC2 make sure that the camera has received this update prior to the purchase. Any of these legacy cameras that have not been updated will be useless as anything other than a unique paper weight.

The Alarm Grid offices will be closed on Labor Day, Monday, September 2. This allows our team members a chance to enjoy the final holiday this summer season. We will return on Tuesday, rested and ready to help you protect your home or business from burglary, fire, carbon monoxide, and flood.

Our monitoring station partners, Criticom Monitoring Service (CMS) and Rapid Response, are available 24/7/365 to respond to any alarms, troubles, or environmental situations that may arise from an Alarm Grid-monitored system.

Alarm Grid customers in the United States receive monitoring service through Criticom (CMS). When your Alarm Grid system sends a signal, a CMS operator receives and processes it based on a pre-set list of instructions. Alarm processing may involve immediately sending authorities or calling the premises and a list of contacts to determine if an emergency exists before dispatching. Whatever the instructions, the process takes only moments to complete.

If you need to contact CMS, either to put your system on test or to report that an alarm does not require dispatch, you can do so by calling (888) 818-7728 and choosing Option 9. When you contact them, be sure to have the proper information ready. They will need your name, address, and your false alarm password or phrase. This is very important! If you call the monitoring station during an alarm and provide an incorrect password, they will be required to dispatch authorities.

For Alarm Grid's Canadian monitored customers, monitoring service is provided by Rapid Response. If you need to contact them, you can call (800) 932-3822 and follow the prompts. You should only contact them for issues such as putting your system on test or canceling a potential dispatch due to an accidental alarm.

Neither monitoring station can provide technical support or make changes to your account, so if you need that type of help, please contact Alarm Grid instead. You can email support@alarmgrid.com with details of what you need, and we will respond as quickly as possible when we're back in the office on Tuesday, September 3. Our support hours are from 9:00 AM to 8:00 PM EDT if you prefer to call, but please be patient as we clear any backlog of requests.

We hope you have a relaxing holiday weekend with your loved ones. Stay hydrated, use sunscreen, and make sure your pets have plenty of fresh, cold water. If you'll be traveling during the holiday, be sure to arm your alarm system before you leave. And most importantly, have fun!