Fred Daniels Posts

It was only supposed to be a simple software update! These words are I'm guessing, being echoed by the cybersecurity giant, CrowdStrike. Over night CrowdStrike pushed out a misconfigured/corrupted update to its customers. This has caused major issues to banks, airports, TV stations, health care organizations, hotels, and you guessed it, the alarm industry.

Early this morning, Alarm Grid became aware of multiple issues concerning alarm systems. Resideo reported issues July 19 at 3:57am EST. They reported All Pro Series and LTEM-P devices failing on all services. Also, TC2 Application notifications and event processing were delayed. They have reported that most systems are already back online.

Alarm.com reported issues July 19 at 1am EST. The reported issues were affecting access to the Partner Portal, Mobile Tech, the customer website, and the customer app, and may cause delayed execution of commands and signals sent to and from customer systems.

CrowdStrike has reported that the fix has been implemented, but that it could take time to get things back up and running. Both AlarmNet and Alarm.com services are reporting improvements.

Please continue to check back here for updates.

UPDATE: As of 10am EST, Alarm.com has reported that all of their services are fully restored.

UPDATE: 3:30p EST. Resideo has reported that most of the systems are back online. And that alarm delivery services are not impacted. Although we saw their service return much earlier than this update.

Thanks for your patience. If you continue to have issues with Alarm.com or Resideo's services, you can email us here.

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.

Resideo has released Technical Notification #90 due to an issue in manufacturing. In this case, tamper switches on the 5800MINI were installed incorrectly. There is a sales hold on these units to allow a correction of this issue. Only white units are affected, this did not affect brown units.

The 5800MINI is a popular option. It has a small footprint and a convenient blue LED that indicates proper magnet alignment. Recently we have noticed that these units have been back ordered and are currently unavailable. This is most likely the cause.

The 5800MINI, like most wireless sensors, uses an internal tamper button to detect any unauthorized opening of the sensor. This button varies depending on the sensor, but in most cases on the cover, you typically will have a protruding plastic piece that is intended to press down on the tamper switch to close it when the cover is properly installed.

The defective units had this tamper button installed upside down. So when the cover is installed, the plastic piece built into the cover is not making contact with the actual tamper button. They have identified the faulty units to have been manufactured between February 13, 2023 and April 17, 2023. This would mean the date codes on these defective units will show 2307 through 2316. The date code consists of a 2-digit year, and 2-digit week of the year. The date codes can be found on a label on the box that the 5800MINI comes in.

If you recently installed an affected unit, you will likely already know, because the sensor will have indicated a tamper trouble that will not clear, even with the cover properly installed. Holding down the tamper with your finger and then disarming will allow you to clear it, though.

Commercial panels like the Vista-128BPT, have a feature that allows them to ignore zone tampers. This is enabled in programming field *24. If this feature is enabled on your commercial panel, you may not be aware of a tamper issue, as enabling this feature tells the panel to ignore all 5800 and polling loop zone tampers.

If you are currently installing one of these faulty sensors, and need a workaround until your warranty replacement arrives, there is an option. The 5800MINI, reports its tamper on loop 4. On Vista-15p, Vista-20p, and Vista-21ip panels, if you have an available unused wireless zone, you can program the serial number from the 5800MINI using loop 4 and use a non-response zone type, such as zone type 23 (no alarm response). For Lynx, Lyric, and PROA7PLUS panels, you can select "Other" as Device Type and "No Response" as the Response Type. Then the tamper will be ignored.

If you no longer have the box to visually identify the defective 5800MINI units by date code, compare yours with the pictures below. In the first picture, the IC chip is mostly covered with the serial number label, but the tamper button should be on the side closer to this chip. It is not. It is closer to the edge of the sensor.

If properly installed, the tamper should look like the second picture shown below. The IC chip is clearly shown in this image. It's a black square with a white dot in the middle. The black tamper button is on the side closest to this chip.

If you encounter one of these faulty devices, please contact the distributor or retailer where you purchased it. They can inform you of their method for resolving this issue. Alarm Grid customers can begin this process by emailing a picture of their faulty device's tamper switch and including the order number, if available. If you don't have the order number, please provide the email address associated with the order. Alarm Grid customers with defective devices will be sent a warranty replacement when the new ones are available. We can also offer you the workaround mentioned above, until the new product is available.

Resideo is offering the 5815 2-zone door and window sensor as a temporary replacement until 5800MINIs become available. For now, it will be at the same price as the 5800MINI. At alarmgrid.com we have made this adjustment to the pricing of the 5815. The 5815 has been lowered to a price of $24.99 until this issue is resolved. Please stay tuned for any updates on this issue, as we receive them.

Alarm.com has made some nice feature enhancements for video customers. They will now have support for some 3rd party cameras. They've bumped up the maximum number of supported cameras to 64. They have introduced clip limit Auto-Restart. And perimeter guard is now available for ADC-VDB770 customers.

Alarm.com offers a wide range of video products. These include many different cameras and video doorbells. They continuously work on strengthening their video portfolio. Alarm.com, besides continuing to release new products, also focuses on improving current offerings. This announcement is proof of their dedication to their video customers.

Alarm.com has announced it will now support some 3rd-party camera setups. This enhancement is available for business accounts only. They will now make it possible to integrate hardwired cameras that use ONVIF Profile S and VAPIX communication protocols, to allow for operation with the Pro Series CSVR (ADC-CSVR2000P, ADC-CSVR2008P, or ADC-CSVR2016P). Businesses with those current video setups do not need to replace their entire camera lineup in order to begin using the features of alarm.com. This allows customers to begin taking advantage of things such as live view, 24/7 recording, and the SVR timeline, all accessible via Alarm.com website or mobile app (available for iPhone and Android devices).

Alarm.com will also allow twenty-five (25) live video feeds on a single Live View tab. Now you can live stream on more cameras, all at once. Making it easier to monitor or follow desired activity.

They have also bumped up the total number of cameras per location. Previously, it was 40 cameras max. Alarm.com will now allow a maximum of 64 cameras before requiring a second "location" to be set up. This enhancement is available for residential and commercial video services. Alarm Grid video customers still receive a max of eight (8) cameras per video package, but will no longer require the addition of a second location on their account for cameras 41-64.

Alarm.com still imposes a clip limit per service package. So, it is still important to set up your recording rules so that your cameras are only capturing the desired activity. For Alarm Grid Video customers, if you are surpassing your monthly limit every month, please contact us to discuss your options. For those customers who run into a "high" activity month from time to time, Alarm.com will auto-restart your recording rules on the first day of the following month. Previously, customers would have to log in on the first of the month to manually restart their recording rules. This update will only apply to cloud-saved clips. Clips will always continue to record on SVRs and onboard recording cameras.

Also, for customers with an ADC-VDB770, Alarm.com will now offer the Perimeter Guard feature. Perimeter Guard uses video analytics to detect people and then react with attention-grabbing audio alerts (for supported cameras) and blinking LED lights. The purpose is to alert unwanted guests and deter malicious activity. This has been available for some time on certain cameras, but will now be available on the ADC-VBD770 video doorbell. This feature is configured using the Customer Website or Customer app as part of the Video Analytics rules. There you choose your audio alert and LED options, for when the detection occurs.

Alarm.com has also updated their latest WIFI cameras to include manually-triggered warning sounds. Use this on-demand feature to deter potential intruders when you spot them in real-time. It can also be used after receiving a notification about unwanted activity. Access the desired camera from the customer website only, to manually activate warning sounds. This will sound an alert for thirty (30) seconds or until you manually turn it off. This feature is now available on ADC-V523, ADC-V523X, ADC-V724, ADC-V724X, ADC-VC727P, and ADC-VC728PF (LED only) cameras. This option is not offered on the mobile app at the time of this writing.

To round up our list of features and enhancements, there are improvements that will be coming to the Alarm.com mobile app. These are not yet available but will include bottom navigation for easier accessibility. The purpose is to provide a faster, more streamlined, and more intuitive experience for all. An all-new activity feed with video clips and grouped events will also be added. Alarm.com will also include more modern, easy-to-use controls that better utilize the entire mobile screen, with refreshed action sheets. They will also provide additional performance and visual enhancements to improve the overall app experience. This provides us with some cool stuff to look forward to.

Check out some of the new enhancements and let us know how you are enjoying them. Please feel free to comment below and share your experience.

We have recently become aware of a potential incompatibility issue between certain older First Alert panels and touchscreen keypads. Some older panel boards with newer chips have experienced this. Unfortunately, we do not have all the details, but we will share an example of one we ran into.

The First Alert Professional program was designed as a dealer program to allow smaller alarm dealers to have some of the same advantages as very large dealers. To accomplish this, they built Vista panels with slight variations and only sold them to dealers who were members of the program. The FA168CPS and FA148CP were two of the most popular panels in that line-up. These panels were, at their base, the same as a VISTA-20P and VISTA-15P respectively. In recent years, Honeywell, now known as Resideo, has ended the First Alert Professional Program.

The First Alert Professional program was very popular, so there are many of these panels still in use today. The thing that makes a panel First Alert vs. VISTA is a difference in the panel circuit board. The chips for a VISTA-20P and a FA168CPS, for example, are exactly the same. Because of this, it has become a popular custom to swap out the older version prom chip for a newer prom chip when an update is necessary.

For many years, this has been common practice and there have been no issues. Unfortunately, with newer technology in the keypads, and advancements in the industry, we are beginning to hear about some minor issues. So, upgrading the prom may not allow everything to function as expected.

There are two ways to tell if your panel is a First Alert version. First, the original prom will have a FA version at the bottom of the label.

Secondly, there is a label stuck underneath the phone line terminals on the terminal block.

We recently ran into a FA148CP board with a manufacture date of T070. The date code is located on a small white label near the top of the panel. The Letter T indicates that this panel was manufactured in 2013, and the 070 indicates that it was manufactured on the 70th day of that year. So this panel was manufactured in March 2013. This panel had a rev 9.12 chip, which was the current revision as of its manufacture date. While the prom was never changed, the customer still had a small issue with the new Honeywell Home Tuxedo he added.

This particular customer intended to use night stay arming mode. Night Stay allows you to arm certain motion detectors, while bypassing others automatically. While the Tuxedo supports this mode when setup properly in the panel, this particular customer's Night Stay option was grayed out on the Tuxedo keypad. This seems to only occur with the newer versions of the Tuxedo. Those being the Honeywell Home Tuxedo and the Resideo Tuxedo. This issue does not seem to appear with the old Tuxedo Touch WIFI. It could possibly affect the Honeywell 6290W touchscreen as well, but there are no reports of that as of this writing.

In talks with Resideo, they informed us that they had noticed similar behavior with a previous customer when using an older revision First Alert panel board with a newer chip installed. They indicated that when this is the issue, the only fix is to replace the panel board. While we are trying to get more details on this issue, we wanted to make our readers aware of the information that we do know. Please feel free to let us know in the comments if you have seen any oddities with a First Alert panel and a touchscreen keypad.

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.

Nice has released a fairly large update for the 2GIG Edge security panel. It includes an increase in the volume of the siren, an option to remove the entry delay, and makes the WIFI more stable. This firmware was released in January 2023 and you can find it on our 2GIG Edge Firmware page.

The 2GIG Edge Alarm System has a 7-inch LCD touchscreen. There are 100 wireless zones available on the 2GIG Edge and four (4) Smart Area Partitions. The 2GIG Edge System has an integrated WIFI card and a built-in LTE cellular communicator for connectivity with Alarm.com. The panel is available in either an AT&T or a Verizon version.

Alarm.com requires any system connecting with its servers to have an active cellular communication path enabled. This means that you will need a monitoring plan that includes cellular connectivity if you want to get the 2GIG Edge monitored. For Alarm Grid customers, this is a Gold or Platinum plan (Self or Full). Some plans to consider include the Gold and Platinum Level Plans from Alarm Grid. For those who may not want the ability to remotely interact with their system using an app or webpage, we also offer our Cellular Alarm Monitoring plan.

The EDGE is provided by a company called NICE, North America. Nice is the parent company for 2GIG. They used to go by the name Nortek Controls, but since Nice, North America's purchase of Nortek Controls they have stopped using that name. Nice refers to this update as firmware version 1.2, but B.3.1.2.007 is what it will show on the panel's System Info Screen.

This latest update covers quite a few improvements. One voice-of-the-customer comment has been, "Wow, this thing isn't very loud." The 1.2 revision update addresses that complaint. Please feel free to comment below with your thoughts on how the siren behaves after performing this update. Also added in this update is the ability to remove the entry delay when arming. This is beneficial when you know at the time of arming that no one else will be entering the home, and you want to remove the entry delay for immediate activation of an alarm when an entry/exit zone is opened.

This 1.2 update also includes improvements with text descriptions, Alarm.com panel backups, WIFI stability, image management, added shortcuts for Z-Wave devices, and improvements with the 2GIG Edge Remote Keypad. Please see the release notes for a full list of all new features and improvements.

If you have a 2GIG Edge, then there are a couple of ways that you can get your panel updated. One is remote over-the-air (OTA) updates. You'll need to request the update from your alarm dealer. If your panel has a WIFI connection, the update will be completely free. If your panel connects to Alarm.com via cellular only, then a small fee will be incurred when updating OTA. Alarm Grid passes this fee on to our customers with no markup.

If you're an Alarm Grid monitoring customer, you can request the upgrade by emailing support@alarmgrid.com. We'll verify the cost, if any, and get your consent. Then we will push the update to your panel. Any associated costs will be passed along to you on your next monthly monitoring bill. Remember, there will only be a fee if your panel connects to Alarm.com via cellular only. The cost for this type of update varies, depending on the size of the file to be downloaded. It could be as little as fifty cents, or as much as a few dollars.

The other way that your panel can be updated is via USB. There is a USB port on the top of the 2GIG Edge. You can download the firmware update files from Alarm Grid's firmware update page which is linked above. This is a free download. Use a standard USB drive with at least 1 GB capacity, and not more than 16 GB capacity. Be sure the drive is formatted using FAT32, and that it has only one (1) partition. The file you download should be saved to the root directory of the USB drive. Full instructions for updating via USB can be found here.

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!

In working with our customers, Alarm Grid has seen some issues when adding a new IQ Remote. When the IQ Remote pairs to an IQ Panel 2 or IQ Panel 2+, it automatically downloads an update, which is normal. The issue arises when the patch it receives from the panel is from an older firmware version.

The IQ Remote is a great addition to any Qolsys system. It provides a similar user experience to the main alarm panel. The IQ Remote can be conveniently placed around the home to provide additional access and control for your alarm system. The IQ2 will support up to three (3) IQ Remotes.

Upon initial power-up, the remote will request to connect to WIFI. You must add it to the same network that the IQ2 is using. Next, you will need to pair the two devices.

The IQ Remote requires firmware revision 2.1.0 or higher on the IQ2 control panel. Failure to update the firmware to 2.1.0+ on the IQ2 before pairing the IQ remote with the panel will damage the keypad and require that it be replaced.

Reports have indicated that when setting up a new keypad the IQ Remote first must be connected to WIFI. Next, it will automatically get a firmware patch from the IQ Panel 2. If the IQ2 firmware has not been updated to the latest version, the patch that is sent to the IQ Remote will be older than what it already has. This seems to put the IQ Remote into an unrecoverable state.

According to reports, the IQ Remote will reboot, then tell you that it is turning on WIFI. This never happens. If you attempt to hit pair, it will indicate that you must first connect to WIFI. Unfortunately, there is no way to turn it on manually at this point. Even a factory reset, in our experience, did not allow the IQ Remote to provide an option to connect to WIFI.

Qolsys has indicated that this is a firmware issue, but is not able to tell us which firmware or why it is a recent development concerning the new IQ Remotes. Only that it occurs when the firmware on the remote from the factory is newer than the firmware provided by the IQ Panel 2/2+ upon initial setup. We post the IQ Panel 2+ firmware so that it is available to anyone who may need it, regardless of their monitoring situation.

In each of our cases, nothing would ever allow the IQ Remote to reconnect to WIFI once this problem occurred. Even updating the IQ2 made no difference. The only resolution we found was to replace the IQ Remote and ensure the IQ2 was fully updated before adding another new IQ Remote.

We have not seen this issue with an IQ Panel 4, nor have we attempted to test it (for obvious reasons). We would still recommend a firmware update, if available, before adding an IQ Remote to the IQ Panel 4. If you have encountered this issue, particularly if you have found any other resolution, please comment below. If we get any new information, we will update this blog.