Julia Ross Posts

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Resideo, in a February 17, 2025, announcement, declared the end-of-life (EOL) for its first-generation Total Connect 2.0-compatible cameras. These cameras will no longer function with the TC2 platform after July 31, 2025. Resideo recommends replacing them promptly for uninterrupted service.

The following cameras and accessories are affected by this notice:
Product Name Image
IPCAM-WI
IPCAM-WL
IPCAM-PT
IPCAM-WI2
IPCAM-WO
IPCAM-PT2A
WAP-PLUS
WREX
ACU

The VX Series cameras from Resideo are now available for use with Total Connect 2.0, providing a significant upgrade in performance and features. Improvements include enhanced image resolution and quality, sophisticated AI event detection (allowing for more precise alerts), and integrated two-way audio functionality.

The VX Series doesn't directly replace some older camera equipment. Specifically, it lacks replacements for the first-generation pan-tilt camera, the ACU (analog converter unit), and the WAP-Plus access point. If you need to replace these older devices, Resideo suggests using one or more VX5 indoor cameras in place of the IP-CAM PT/IP-CAM PT2. Cameras currently connected to ACUs should also be replaced with the appropriate VX Series camera.

Recommended VX Series Replacements for Cameras at EOL:
Product Name Recommended
Replacement
IPCAM-WI VX5 Indoor Camera
IPCAM-WI2 VX5 Indoor Camera
IPCAM-WL VX5 Indoor Camera
IPCAM-WO VX3 Outdoor Camera
IPCAM-PT/IPCAM-PT2/PT2A One or More VX5 Indoor Cameras
ACU Replace ACU and Camera with appropriate Indoor or Outdoor VX5 Camera
AP/WAP-PLUS/WREX No Replacement Available

It's true what they say: all good things must come to an end. And while the original Total Connect 2.0 cameras were mediocre by today's standards, they served a vital purpose in a market with few options at the time. They were especially useful for DIYers looking to add integrated video to their alarm systems without a lot of extra complexity.

The VX Series cameras offer the modern features customers expect, integrating seamlessly with Total Connect 2.0, PROSeries panels, and the VISTAH3 (via its touchscreen keypad). For now, Resideo is keeping it simple, offering one (1) indoor camera, one (1) outdoor camera, and one (1) video doorbell option in the VX Series.

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Multiple sources have recently distributed notices regarding the Rogers 3G network. Rogers plans to sunset the 3G network on July 31, 2025. This differs from the original planned sunset on March 31, 2025. Once the network has been shut down, Rogers 3G communicators will soon begin to fail.

AT&T and Verizon ended their 3G service in 2022, but Canadian customers have had a few extra years to upgrade their devices. Now, Rogers is focusing on improving its faster LTE and 5G networks and needs to shut down the older 3G equipment.

If your system uses a Rogers 3G cellular communicator, you'll need to update it soon. Without an upgrade, eventually your system will not send alarm signals, including life-safety signals like fire and carbon monoxide alarms. This will also cause the system to display error messages.

Alarm Grid is here to help our Canadian customers upgrade their alarm systems before the Rogers 3G network shutdown. We'll be contacting you to discuss your upgrade options. Depending on your system, you may need a full upgrade or just a communicator upgrade. We'll work with you to find the best solution.

If you're not an Alarm Grid customer, we still offer a wide variety of FAQs geared toward upgrading systems and communicators. if you go to alarmgrid.com you'll find a list of these FAQs. You can also use the search bar at the top of the page to perform your own search with more specific criteria.

If you have an alarm system that is currently not monitored, or if you're not satisfied with your current service, Alarm Grid offers low-cost, no-contract monitoring plans for most systems. If you're interested in signing up for monitoring, but you're unsure whether we can monitor your system, reach out to support@alarmgrid.com.

Let us know what system you have, and if you're not sure, send us a picture of the system. From there, we may ask for more information. Once we know your system type, and whether we can access the required programming, we'll let you know if we can monitor your system. From there, you can sign up for monitoring.

If you sign up for a Self-Monitoring Plan, once the system or communicator has been upgraded and the required information has been provided, we'll create your account and email you with the login information.

If you sign up for a Full-Monitoring Plan you'll set an appointment for activation. You'll need to install the new communicator or system prior to your activation appointment. If you need support during that time, you can call us at 888-818-7728 (M - F, 9:00 am - 8:00 pm EDT). You can also email us for support, or use our chat support feature during regular business hours.

We'll give you the knowledge you need to replace any equipment necessary. You can purchase that equipment from Alarm Grid or, if you prefer, from other suppliers. Once your system is registered, we'll perform any required testing, discuss any monitoring details for Full-Monitoring Plans, then wrap things up.

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Resideo and Honeywell Home unveil a new wall mount and charging station for PROWLTOUCH and VISTAHTCHWLC keypads. Redesigned with a 9VDC transformer, the PROWLTOUCHWA allows longer wire runs between the power outlet and the unit and offers improved stability while using wall-mounted keypads.


The original wall mount for PROWLTOUCH and PROWLTOUCHC keypads, the PROWLTOUCHWM, utilized a 5VDC power supply. This lower voltage restricted power wiring to a maximum of 34 feet (10.3 meters) when using 18 AWG wire. This limitation rendered the PROWLTOUCHWM unsuitable for some applications. Furthermore, when the touchscreen keypad was mounted on the PROWLTOUCHWM and used for system control, the keypad exhibited instability and a tendency to move.

With its 9VDC power supply, the PROWLTOUCHWA supports wire runs that are up to 277' (84m) long. That's more than 500% longer than with the PROWLTOUCHWM! The redesign also improves the stability of the keypad while it is mounted. So, no more "Galloping Gertie" while you try to control your system.

Wire Gauge and Length Chart For PROWLTOUCHWA

Wire Gauge
Max Length
Increase over PROWLTOUCHWM
#16 AWG 277 Feet (84m) N/A
#18 AWG 174 Feet (53m) 140 Feet (511%)
#20 AWG 110 Feet (33m) 89 Feet (524%)
#22 AWG 68 Feet (20m) 55 Feet (523%)
2 - #22 AWG
(Twisted Together)
136 Feet (41m) N/A

The PROWLTOUCHWA and PROWLTOUCHWM use different power supplies (9VDC and 5VDC, respectively). These power supplies are not interchangeable*. Using the 9VDC power supply with the PROWLTOUCHWM could damage the touchscreen keypad during charging. This is due to the incompatibility of the PROWLTOUCHWM's internal circuitry with the higher voltage.

*Per Resideo, there will be a very limited number of PROWLTOUCHWM units that can work with the 9VDC power supply. These units will have a date code on the product, which signifies their ability to support the higher input voltage.

Both the Honeywell Home PROWLTOUCHWA wall mount and the Honeywell Home PROWLTOUCHDM desk mount provide the convenience of a fixed keypad location with integrated battery charging. However, these mounts also offer the flexibility to detach the keypad for portable use. This is especially helpful during tasks like adding zones or programming Z-Wave devices, which often require direct interaction with the device being configured.

Due to the design modifications required for enhanced stability of the keypad when mounted, the PROWLTOUCHWA is no longer compatible with installation using a standard gang box. This is a minor inconvenience when compared with significant gains in stability and overall performance.


Alarm Grid has discontinued the original PROWLTOUCHWM and is now pleased to offer the enhanced PROWLTOUCHWA. If you haven't explored wall or desk mounting options for your touchscreen keypad, it is an add-on that we can wholeheartedly recommend. The ability to detach the keypad for mobile use during programming is game changing. Whether you have a new VISTAH3, a PROA7, or a PROA7PLUS system with an add-on touchscreen, this is a product that will quickly prove its worth.

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In an email last week, Johnson Controls, the parent company of Qolsys, announced the discontinuation of both the Qolsys IQ WIFI and the Qolsys IQ WIFI 6. These purpose-built routers, accessible via Alarm.com, were meant to prevent security equipment disconnections due to end-user errors.


We first told you about the IQ WIFI 6 in October 2022. It offered an elegant solution for users with security systems. The IQ WIFI 6, designed to act as the router while IQ WIFI units functioned as Wi-Fi nodes, created a mesh network with a unique security partition accessible only by the alarm dealer.

This, combined with remote access through Alarm.com, prevented costly service calls when customers made changes to their network, then inadvertently neglected to update their security system components.

Unfortunately, it didn't catch on. End-users interested enough in their network to invest in a specialized router prioritized optimizing their network for gaming or streaming video, rather than ensuring reliable connectivity for their security systems and WIFI cameras.


If you own an IQ WIFI 6, rest assured it will continue to function as usual. Alarm.com has pledged ongoing support, allowing dealers to remotely access and troubleshoot internet connectivity for your system. The IQ WIFI is not accessible through Alarm.com, so with the end-of-sales notice, they will no longer offer live setup support for the IQ WIFI.

Alarm Grid has discontinued both the IQ WIFI and IQ WIFI 6 on our website. We do not maintain stock, and our distributor has very limited inventory available. To avoid accepting orders that we cannot fulfill, we have decided to discontinue both products immediately.

The discontinuation of the IQ WIFI and IQ WIFI 6 raises concerns about the future of these products. If you're an existing user, we'd love to hear about your experiences with these devices. Share your thoughts and any concerns you may have in the comments below. It's frustrating when a purchased product is discontinued by the manufacturer. Alarm Grid is here to help our customers in whatever way we can.

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As we close out 2024, our offices will be closed on Tuesday, December 31, 2024, and Wednesday, January 1, 2025. I'll be practicing writing and typing 2025 instead of 2024, how about you? Although tech support will be closed, our central station partners will be on the job, ready to respond.

The year 2024 was pretty low-key in our industry. There were a few notable things, and we'll recap those here:

January:

In January, Alarm.com announced that because of changes T-Mobile made within their network, customers who formerly received MMS notifications for video events with a thumbnail, would begin receiving SMS messages with a link instead. You can read the full post here.

February:

The big news in February was a nationwide AT&T carrier outage that affected cell phone users and alarm communicators alike. As a carrier outage, both AlarmNet and Alarm.com customers were affected. According to the FCC, AT&T implemented "a network change with an equipment configuration error" that caused the issue. You can read the original blog post here.

March:

Among other things, in March we told customers how they can request new products for Alarm Grid to offer. You can click this link to request a product. For a full rundown on the required information, check out the post.

2024 seemed to be the year of the squatter, and we discussed ways to use an alarm system, particularly one with video support, to thwart this unique threat. Check out that post.

April:

April is ISC West month. As you may know, ISC West is the largest US trade show for the security and survaillance industry. It takes place in spring each year in sunny Las Vegas. Each manufacturer comes to the show with their best new offerings. We recapped some of those offerings here.

May:

In May, I set out to educate myself, and hopefully you, about Matter, the official Internet of Things (IoT) protocol. A new version of Matter was released in May, that drew quite a bit of attention. You can read about that, and matter in general, here.

June:

In June, I attempted to educate our readers on the joys of using B-connectors, sometimes referred to as beanies or "Dolphins". Since Dolphin is a brand name, we choose to refer to them as beanies. You can read our post on using B-connectors here.

I also posted about the potential danger of the "Shutdown System" menu option in the Resideo PROA7PLUS series panels. In short, it's best not to select that option. You can read the full post here.

July:

In July, Alarm.com rolled out their "Alarm Triggered Warning Sounds" feature. This is a configuration option that causes compatible cameras to emit an audible warning sound when a burglary alarm occurs. You can read all about this feature in this post.

Another global IT outage affected customers in July. On July 19, the now infamous "Crowdstrike Outage" for Windows systems occurred. This affected not the communicators that send signals, but the servers that receive and process them. You can read about the outage and what caused it in this post.

July was a big month! Rogers announced their plans to sunset the 2G/3G networks in Canada. The sunset is coming March 31, 2025, so if you're a Canadian customer with a Rogers communicator, prepare yourself! You can read more here.

August:

In August, Alarm.com released the "Alarm Mode" feature. Meant to make responding to an alarm as quick and easy as possible, Alarm Mode groups all alarm activity together on a single card that shows up on the customer dashboard when logging into the Alarm.com app. Read the full post for details.

On August 13, Resideo/First Alert put a quality hold on all VX1 video doorbells due to a problem with battery charging. A firmware update resolved the issue and the doorbell is again available. You can read that post, with updates, here.

Alarm.com released an all-new floodlight/camera combination unit called the ADC-V729. This product fills a previously underserved niche in the market. It comes in an AC, a 24 VDC, and a PoE version. Read all about it here.

Resideo announced in August that they were transitioning all SkyBell Video Doorbell users to a new backend via a firmware update. This occurred because of changes with the underlying SkyBell platform. You can read about that update here.

September:

In September, we wrote about a mandatory firmware update for older Total Connect 2.0 cameras. Any affected camera that failed to receive this update would no longer work with Total Connect 2.0. Cameras had until October 31, 2024 to properly update cameras. Read the full post for details.

On a more personal note, Alarm Grid rolled out our new CRM (Customer Relationship Management) platform in September. It has definitely been an adjustment, and we had a bit of a backlog of support tickets at first, but we're hitting our stride with it now. You can read about that here.

On September 27, we began preparing for Hurricane Helene. Some of our employees are located in Florida, so hurricanes often affect us both personally and professionally. You can read that notice here. We also discussed the effects hurricanes have on alarm system efficacy here.

October:

Alarm.com introduced some new Apple Widgets in response to Apple retiring the Alarm.com Today widget earlier in the year. There were two available widget options and you can read about those here.

Alarm Grid announced the new Alarm.com ADC-SVR210. Since this is not a rack mounted SVR (Stream Video Recorder) it's more of a residential than a commercial offering, though it can certainly also be used in a small business. An SVR works in conjunction with Alarm.com cameras to allow a user to record video 24/7. You can read about the launch here.

November:

In November, CMS, our central station partner for US-based customers, reported an uptick in their calls being blocked. If you have an alarm, and the monitoring station's call to you is blocked, you can't verify if the alarm is false or not. That will almost always result in a dispatch of authorities, unless you have some other specific instructions on file. Read about the issue in this post.

December:

December seems to be the month when everyone jumped on the two-factor authentication (2FA) bandwagon. Alarm.com jumped too, and now all Alarm.com customers are asked to set up 2FA. Interestingly, not only does Total Connect 2.0 not require 2FA, they don't even offer it. I've emailed them for information on why, and I'm waiting for a response. Here's our blog on Alarm.com requiring 2FA.

That's 2024 in a nutshell. It may not have been a monumental year, but it was also nothing to sneeze at. I hope you've enjoyed reading along with me throughout the year, and that you enjoyed this little trip down memory lane. As I always say, stick with me and I'll get you through this troubled world!

If you need to contact either central station while we're out, the information to do so is below. Alarm Grid fully-monitored customers in the United States should contact CMS, while Canadian-based customers should contact Rapid Response.

Alarm Grid Central Station Monitored Customers in the US Contact CMS

  1. Call 888-818-7728, choose Option 9 to contact the monitoring station.
  2. Provide your name and address.
  3. Provide your False Alarm Password. This is the password you chose when you set up monitoring. This is the word that means "Everything is OK." If you provide the wrong word or phrase, or if you provide the Duress Password (the one that means "I'm pretending everything is ok, but I really want help!" then the operator will dispatch authorities.
  4. Let the operator know the reason for your call. Provide any additional helpful information and answer any questions they may have.


Alarm Grid Canadian Central Station Monitored Customers Contact Rapid Response

  1. Call (800) 932-3822 and follow any prompts provided. Depending on availability, you may reach a person immediately, or you may be provided with menu prompts.
  2. Provide your name and address.
  3. Provide your False Alarm Password. This is the password you set up during your activation appointment. It means "Everything is OK." If you provide the wrong information, or if you provide the Duress Password, the one that means "I'm saying everything is OK, but I really want you to send help." the operator will dispatch authorities.
  4. Discuss the reason for your call with the operator.

If you're attempting to make changes to your call list, zone list, or other account related information, the monitoring station can't help you with those items. You'll need to contact us when we're back in the office. The best way to do that is to email us.

Our email address is support@alarmgrid.com. If you're emailing to make account changes, please provide your False Alarm Password, or the last four (4) digits of the credit or debit card we have on file. This will speed up our response and prevent unnecessary back-and-forth emails.

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We're winding down 2024 this week. Our offices will be closed on December 24th and 25th so that our hard-working team can enjoy the holidays with family and friends. We have a number of young parents on our team, and this is a special time for them. We'll be back on Thursday, December 26.

As always, our central station partners will be monitoring the systems of our full-monitoring customers, ready to respond to any reported emergency. Whether you're an Alarm Grid customer inside the United States, monitored by Criticom (CMS) or a Canadian customer, monitored by Rapid Response, rest assured your monitoring needs are in good hands.

During the holiday, if you should need to contact the monitoring station to report a false alarm or to put your system on test, follow the instructions below, depending on your location:

Central Station Monitored Customers in the US (Contact CMS)

  1. Call 888-818-7728, choose Option 9 to contact the monitoring station.
  2. Provide your name and address.
  3. Provide your False Alarm Password. This is the password you chose when you set up monitoring. This is the word that means "Everything is OK." If you provide the wrong word or phrase, or if you provide the Duress Password (the one that means "I'm pretending everything is ok, but I really want help!" then the operator will dispatch authorities.
  4. Let the operator know the reason for your call. Provide any additional helpful information and answer any questions they may have.


Canadian Central Station Monitored Customers (Contact Rapid Response)

  1. Call (800) 932-3822 and follow any prompts provided. Depending on availability, you may reach a person immediately, or you may be provided with menu prompts.
  2. Provide your name and address.
  3. Provide your False Alarm Password. This is the password you set up during your activation appointment. It means "Everything is OK." If you provide the wrong information, or if you provide the Duress Password, the one that means "I'm saying everything is OK, but I really want you to send help." the operator will dispatch authorities.
  4. Discuss the reason for your call with the operator.

If you're attempting to make changes to your call list, zone list, or other account related information, the monitoring station can't help you with those items. You'll need to contact us when we're back in the office. The best way to do that is to email us.

Our email address is support@alarmgrid.com. If you're emailing to make account changes, please provide your False Alarm Password, or if you prefer, you can provide the last four (4) digits of the debit or credit card we have on file for billing. This is our way of verifying that the request is from you. Failure to provide this information in your initial email will delay the completion of your request while we ask for the information and wait to receive it.

This year has flown by. It's hard to believe we're here, about to say hello to 2025! From all of us at Alarm Grid, we hope you have a very happy holiday. Whether you celebrate Christmas, Hanukkah, Kwanzaa, or any other holiday, we hope that you find yourself, safe, warm, and surrounded by those you love this season.

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Beginning on October 8, 2024, Two-Factor Authentication (2FA) is mandatory for all new Alarm.com accounts. Existing accounts are being moved to the new standard, with 100% of accounts using 2FA by December 19, 2024. If you're an existing Alarm.com customer, you may have already been updated.

Two-Factor Authentication, also known as Multi-Factor Authentication (MFA) works like this. You log into an app or a website with your customary username and password. You're then prompted for further authentication via a text message, email, or third-party authenticator app. During the initial 2FA setup, you can choose one or more of these authentication methods.

Via the path of your choice, you'll receive a code. You'll input the code at the prompt, and then you're logged into the app or website. For Alarm.com users, you will be prompted to make the browser or device a "Trusted Device". If you say yes to this prompt, then you may not be prompted for 2FA the next time you log in using that browser or device.

To quote The Dude, there are, "a lotta ins, a lotta outs, a lotta what-have-yous" here. For instance, if you trust your browser but clear your cache later, you'll need to go through 2FA again next time. If you choose "Skip" at the prompt about trusting the browser, then you will have to go through additional authentication every time you log in until you choose to trust the browser.

This may seem like a real hassle, but let me share a story about someone who skipped enabling 2FA because they thought it was too much trouble. A friend of mine did not secure their account with a large retailer. When offered the option to set up 2FA, they always skipped it.

Their account was hacked and the hacker set up 2FA. They entered a phone number to receive verification codes. My friend was eventually able to change the password for the account with the retailer's help. But because 2FA had been set up with a phone number inaccessible to them, my friend was unable to regain full access. The fraud department for the retailer was unable or unwilling to do anything, so my friend lost years of purchase history. Had they set up 2FA to begin with, this could not have happened.

Fortunately, the scenario I described above can't happen to Alarm.com customers. If you're an Alarm Grid customer and you need help with 2FA for one of your logins, contact us. We'll verify that it's you with either your password or the last four (4) digits of the card we have on fie for billing, then we'll help you reset your 2FA credentials.

After we Reset 2FA for the login through the Alarm.com Partner Portal, the user will be prompted to set up 2FA again the next time they log in. This might be necessary because the user's phone number changed, or the phone carrier changed, or because the user no longer has access to the email used to set up 2FA to begin with. If you're not an Alarm Grid customer, contact your alarm dealer for assistance with Two-Factor Authentication.

Alarm Grid technical support is available Monday-Friday from 9:00 am to 8:00 pm EST at 888-818-7728 Option 2. If it's outside business hours you can send us an email at support@alarmgrid.com. For 2FA assistance, let us know and provide either your false alarm password, or the last four (4) digits of the credit or debit card we have on file for billing. Then, let us know which login you need help with, if your account has more than one. This will expedite our response.

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As usual, the Alarm Grid office will be closed on Thanksgiving Day so that our employees can enjoy the holiday with their families. This year, Thanksgiving is celebrated on November 28. Though our office will be closed, our monitoring station operators are ready to respond to any signals.

In addition to Thanksgiving Day, our office will be open half-days on Wednesday, November 27th, and Friday, November 29th, from 9:00 AM to 1:00 PM. We will resume our regular schedule on Monday, December 2nd at 9:00 AM. All times are Eastern Standard Time.

During the holiday, our central station partners CMS and Rapid Response will be hard at work, monitoring Alarm Grid customer systems and helping to keep you, your loved ones, and your property safe and secure. We appreciate their dedication, sacrifice, and hard work!

Alarm Grid central station monitored accounts located inside the United States report to Criticom Monitoring Services (CMS). If you need to contact the monitoring station, to report a false alarm or to put your system on test, you can call (888) 818-7728 and choose Option [9]. Once an operator answers, you'll need to supply your name, address, and false alarm password.

Our Canadian customers can contact Rapid Response for central station inquiries. 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.

For routine questions or to make changes to your account you'll need to speak to our support team. The monitoring station can't assist you with technical support or with changes to your zone list or call list. For those support needs you can email us at support@alarmgrid.com and we'll handle your request as quickly as possible once we're back in the office. Please bear with us as we clear any backlog of requests once we resume normal hours.

If you'll be traveling this Thanksgiving, be sure to secure your home and arm your system before you leave. Let your system work for you! If you're unsure of your false alarm password, take the time to confirm what it is before you leave. In the event of an alarm, providing the wrong false alarm password is the same as not providing a password at all. It will result in a dispatch.

If you'll be cooking this year, be prepared in the event of a smoke alarm. If you have smoke detectors tied to your alarm system and the alarm goes off due to steam or cooking smoke in the kitchen, silence the alarm. For all-in-one panels this usually means responding to a prompt on the panel screen. For older panels like the VISTA series, it means entering your User Code + Off at the keypad as you do when you disarm the system.

Be prepared, because a smoke alarm on a central station monitored system will result in a call from the monitoring station. For residential Alarm Grid customers, the monitoring station usually calls the user/residence prior to dispatching the fire department. An exception is when you request an immediate dispatch during account setup. If the alarm is the result of a cooking mishap, provide your false alarm password and speak with the operator. Based on the situation, you can determine whether a fire response is necessary.

If a carbon monoxide (CO) alarm is triggered, you should evacuate immediately and allow the responding agency to determine if it is safe for you to re-enter. Carbon monoxide is a colorless, odorless, tasteless gas that can kill very quickly. Pets and children are at particular risk, due to their smaller size.

Understand that the monitoring station must dispatch on a CO alarm report, regardless of whether you provide the false alarm password or not. This is for your safety and protection. The fire department has special equipment that can test for the presence of carbon monoxide, and determine its concentration. They also have ventilation equipment to help remove it. Follow their instructions and recommendations once they arrive.

Alarm Grid wishes you and your family a happy Thanksgiving with lots of great food, family, and friends. Whether you're the one traveling, or the one whose home everyone else is traveling to, we wish you a happy, safe, and secure holiday this year!

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Update 11/25/24: This issue appears to have been resolved. Resideo has not provided any information as to the cause of the issue, or the date and time of resolution.

Resideo is currently experiencing an issue with welcome emails for new Total Connect 2.0 accounts. These emails are not going through. Instead, dealers are instructed to enter the phone number and carrier for the user's mobile phone and the account welcome information will be sent via SMS.

When Alarm Grid employees create a new Total Connect 2.0 account we customarily use the email address as the customer's user name. A welcome email is then generated when we commission the account. Within this email, the customer has a link to set their password for Total Connect 2.0.

Unfortunately, as of late Monday, November 18, 2024, a technical issue has prevented some email confirmations for new accounts. Until the issue is corrected alarm dealers, including Alarm Grid, are asked to create accounts as normal using the email address as the username.

But prior to commissioning the account, dealers must replace the email information with the customer's mobile phone number, and specify the phone carrier. Then, when the account is commissioned, rather than a welcome email, the customer will receive a welcome text message via SMS.

This text will include the crucial link that allows the customer to set a password for their TC2 account. Without this password, the customer won’t be able to access their newly created account to remotely control their alarm system and any connected smart home devices.

As noted above, Resideo is aware of this issue and is working to resolve it. We'll keep you updated whey they notify us of any changes. If you have any questions, or if you're an Alarm Grid customer who failed to receive a welcome email for your newly created TC2 account, please reach out to support@alarmgrid.com with questions. We're here Monday - Friday from 9:00 am to 8:00 pm EST.

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Resideo’s recent MyWebTech Technical Notification #114 warns of potential range issues with certain 5800MINI transmitters. These units may have a poorly placed FCC sticker inside the cover, hindering their ability to communicate with the receiver. Both 5800MINI and 5800MINIBR are affected.

There are a number of circumstances that could cause range issues for a transmitter. Large metal objects such as appliances, duct work, and even some mirrors can affect the transmission path of a sensor. Even if the obstacle is not within a direct line-of-sight between the sensor and the receiver, the signal can be bounced away from the receiver. This may happen intermittently or consistently.

It's important to note that this issue is specific to a limited number of sensors. To identify affected units, you'll need to check the packaging. Look for a date code of 2429 or 2431 (YYWW format, indicating the year and week of manufacture). The packaging will also have the designation "Made in Taiwan." If your sensor matches these criteria, it may be impacted by this issue.

If you suspect your sensor is affected, it's crucial that you leave the metallic FCC sticker in place. Removing or tampering with the sticker is illegal and could void the warranty. Instead, you should contact your security system provider for further assistance.

If you are an Alarm Grid customer, send an email to support@alarmgrid.com. We will reach out to troubleshoot with you further and will perform a warranty replacement if we determine that the product is the issue. It is important that we perform regular troubleshooting, particularly if you no longer have the product packaging to verify the date and location of manufacture.


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