Alarm.com Posts

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.

Due to an anomaly with Qolsys IQ panels, this weekend's time change may cause panels to repeat the communicator test excessively. To prevent this, Alarm.com will move the test forward by three (3) hours. This will be a transparent change to customers but offers a unique learning opportunity.

Daylight Savings Time (DST) is one of those things that folks either love or hate. There are those who want to switch to DST permanently. Others think the whole process is a waste of time. Regardless of personal preference, the pervasive nature of DST reminders can serve as a helpful prompt for other important tasks.

For instance, fire departments often encourage people to test their smoke detectors during the time change. This is a convenient opportunity to ensure home safety. Interestingly, not all regions observe DST. Arizona, Hawaii, Guam, Puerto Rico, American Samoa, the Northern Mariana Islands, and the U.S. Virgin Islands do not participate in the "Spring Forward/Fall Back" practice. We encourage residents of these locations and all others to test their smoke detectors this weekend!

The anomaly we mentioned above is fairly straightforward. Any Qolsys IQ Panel that is programmed to send a communication test between midnight and 2:00 am that falls on Saturday night/Sunday morning may send excessive reports when the automatic time change occurs this weekend. For this reason, Alarm.com will automatically move the communication test time for these customers forward by three (3) hours to prevent any issues.

That means if your system usually sends its communication test at 1:00 am, it will now send the report at 4:00 am this coming Sunday and each time the report is sent moving forward. This will be a transparent change for customers. When it comes to communication tests, you're only notified if they don't happen.

When we talk about a "communication test" we're talking about the equivalent of a "dialer test" on a panel that supports a phone line. Alarm systems supervise themselves in all sorts of ways. Individual wireless zones are supervised for check in and tamper, the panel itself has a cover tamper, and the cellular communicator has a supervision interval.

When we activate an account through Alarm.com, we set the communicator on the account for a supervision interval. If the Alarm.com server doesn't hear from the account for the specified supervision interval, a message is generated to the monitoring station and from them to us. We then reach out to the customer to see what's going on. Alarm Grid enables Daily cellular communicator supervision on all central station monitored accounts. Self-monitored accounts are inherently unsupervised.

The communication test that's programmed through the panel is a little different. This test is generated by the panel and helps to verify that the system itself is capable of sending a signal successfully, not just the communicator. By default, the communication test interval is set to weekly through panel programming. It can be set to daily, weekly, or monthly by going to Menu > Settings > Advanced Settings > Installation > Enter Installer Code (1111 by default) > Installer Settings > Communication Test and Communication Test Start Time.

This test, the one programmed through and sent by the panel, is the one that is affected by Daylight Savings Time. Chances are, you don't know whether or not your system is set to send this test. However, it's a good idea to configure it. It will help to verify that the panel is able to send signals through the communicator. As mentioned above, the default communicator test setting is Weekly.

If you don't program a time for the first test report, it will be randomized at the time the panel is either initially programmed at the factory, or when a Master Reset (factory default) occurs. Once the first test is sent, the panel will continue to send the test periodically, either daily, weekly, or monthly thereafter.

The takeaways from the time change are to remember to test your smoke detectors and any other life-safety devices you may have. You should test them at least twice a year, but Alarm Grid recommends monthly testing. And also, give some thought to checking your communication test settings in the Qolsys panel. This is a good automated test to ensure your system is working smoothly. Check out our FAQ on testing the IQ Panel 4.

Alarm Grid is excited to offer the new Alarm.com ADC-SVR210 Stream Video Recorder! This new recorder offers local video storage, with a 1TB or 2TB hard drive. It seamlessly integrates with most existing Alarm.com cameras and boasts wide compatibility with ONVIF Profile S and VAPIX cameras.

The ADC-SVR210 Stream Video Recorder measures 7.7" W x 7.9" D x 5.5" H (14.5cm x 20cm x 13.9cm):

Alarm.com Stream Video Recorders (SVR) offer customers the option of recording video 24/7. Without an SVR, Alarm.com limits the number of clip uploads available to each video customer per month. This allows Alarm.com to ramp up their cloud storage capabilities in line with the number of current and expected active video accounts. Without clip limits, this would be more difficult to do.

Some video customers may need access to more clips, or extended video playback. There are expansion packs available for customers who exceed their monthly clip limit due to unusual or unforeseen circumstances. But for others, the need for more clips may be the rule, not the exception.

For those customers the ADC-SVR210 offers a tidy solution. With the ADC-SVR210 video is stored locally on the recorder's hard drive. The ADC-SVR210 is available with either a 1TB or a 2TB hard drive. A monitor can be connected directly to the SVR and video can be viewed from it at any time.

Not all cameras are compatible with the ADC-SVR210, but most are. Below is a list of the recommended Alarm.com wired ethernet cameras. Many of these support Power Over Ethernet (POE) and are part of the Alarm.com commercial camera lineup:

• VC727P
• VC827P
• VC847PF
• VC728PF
• VC838PF
• VC725
• VC726
• VC736
• VC825
• VC826
• VC836
• VDB755P
• VC729P

In addition, the following Indoor and Indoor/Outdoor WIFI cameras can be used with the ADC-SVR210. If a camera has no link, it indicates that it has been discontinued:

• ADC-V515
• ADC-V523/ADC-V523X
• ADC-V723/723X
• ADC-V724/724X
• ADC-V521IR
• ADC-V522IR
• ADC-V721W
• ADC-V722W

Unlike previous Alarm.com stream video recorders, the ADC-SVR210 can integrate with third-party cameras that support ONVIF Profile S or VAPIX. ONVIF Profile S is a standardized protocol designed for IP-based video systems. VAPIX is an API (Application Programming Interface) for Axis Communications' cameras. The VAPIX API allows Axis cameras to integrate with a wide range of products on different platforms.

ONVIF stands for Open Network Video Interface Forum. This is a security standard that ensures devices from different manufacturers can work together. They use profiles to categorize products. Each profile has a fixed set of features and specifications that every compatible device must adhere to. A device can support more than one profile. You can see the specifications for Profile S here.

Per the ONVIF website, "ONVIF is a leading and well-recognized industry forum whose mission is to provide and promote standardized interfaces for effective interoperability of IP-based physical security products." The forum includes many equipment manufacturers. Some member companies you may recognize include Axis Communications, Honeywell, HIKVision, Canon, Bosch, Intel, Johnson Controls, and more.

A Profile S device (camera) sends video information over an IP-based network. A Profile S Client, like the ADC-SVR210, can configure, request, and control video streaming over an IP network provided by Profile S devices. It is the ADC-SVR210 software that allows it to comply with ONVIF Profile S. This improved compatibility offers greater flexibility when choosing security cameras for your system.

Specifications For The ADC-SVR210:

• Recording Channels: Up to 8 cameras
• Video Input: 8 channels, 70 Mbps total
• Local Display Capabilities: Live view, recorded playback, clip export
• Local Display Output: 1 x HDMI
• Local Clip Export: Available (1 x USB 3.0 and 2 x USB 2.0)
• Internal Storage: (1) 3.5" HDD, SATA 6 Gb/s, (2TB total)
• Dimensions (WxDxH): 7.7 x 7.9 x 5.5" (14.5 x 20 x 13.9 cm)
• Operating Temperature: 32℉ - 104℉ (0℃ - +40℃)
• Compliance: FCC Class A, IC, CE Class B, UL Listed, NDAA
• Included Accessories: AC power adapter, Ethernet cable, QR card with code that links to this digital installation guide
• Requirements: Power: Standard Electrical Outlet ; Network: Ethernet connection to broadband internet
• PoE Power Adapter: 12V DC
• Max Weight: 2.55 lbs (1.16 kg) with 3.5", 2TB HDD installed

We recently posted about the Alarm.com Today Widget being retired in app update 5.6.0 and iOS update 18. At that time, we advised you that new iOS widget options would be coming soon. Now those new widget options are right around the corner, so we want to discuss them in a bit more detail.

You may be wondering, "What is a widget?" Merriam Webster currently defines a widget as: 1: A gadget. 2: An unnamed article considered for purposes of hypothetical example. 3: A small software application that is designed to provide a specific piece of information (such as news, weather, or traffic updates) or a specific function (such as taking notes or controlling another application) on demand. For our purposes it is the third definition we'll be exploring further.

In the next few weeks three (3) separate widgets will be available for the Alarm.com app. They are the System Control Widget, the Saved Clips Widget, and the Safety Button Widget. Alarm Grid does not yet offer the Safety Button feature, so we'll concentrate on the first two options in this post.

System Control Widget

The System Control Widget is customizable and allows a user to perform single-touch commands of their smart home devices and alarm system without opening the Alarm.com app.

Requirements:

• An Alarm.com account with at least one supported device.
• The Alarm.com iOS App version 5.7.0+.
• Apple's iOS version 17+. On lower iOS versions, the Alarm.com widget won't display in the widget gallery.
• You must select Keep Me Logged In to use the widget feature.

When you begin setting up the widget, you can set the size to either small or medium. You can also choose whether you want the widget to be displayed on the Home Screen or on the Today View. When a small widget is selected you can configure up to four (4) actions. When medium is selected you can configure up to eight (8) actions.

Capabilities:

• Quickly arm stay, away, or disarm with a single tap.
• Configure one-touch control of lights, locks, gates, and other automation devices.
• Run pre-configured scenes to control routine automations with a single tap.
• See a device icon, name, and current status at a glance.
• See a timestamp of when the widget last updated. An update automatically occurs every 30 minutes or any time you open the customer app.
• If you have multiple systems linked to your login, all devices from all systems are listed during widget configuration. You can choose which devices you want included. System names are NOT included in the widget, so be sure to include system identifying information when naming scenes.
• The Saved Clips Widget and the System Control Widget can be used together on a single iOS device.

Saved Clips Widget

With the Saved Clips Widget, customers with Alarm.com video access can view saved clips without opening the Alarm.com customer app. This widget can be configured to show from four (4) to 12 thumbnails of saved video clips. The number of thumbnails will depend on the selected widget size. By tapping a thumbnail, saved clips can quickly be viewed.

Requirements:

• An Alarm.com Service Package with Video Analytics. Clips captured without video analytics cannot be viewed in this way at this time.
• Alarm.com iOS app version 5.7.0+
• An iPhone or iPad using version iOS 15+

This widget allows you to keep up with various events around your home or office. You can quickly check thumbnails of video clips and then view the actual clip with a single tap. Tapping a thumbnail will open the customer app, allowing you to view the full clip.

• Multiple Saved Clip Widgets can be added, allowing the customer to customize their experience. This is particularly helpful for users with multiple linked systems.
• The Saved Clips Widget and the System Control Widget can be used together on a single iOS device.
• Home screen widgets can be configured as small, medium, or large and the larger the widget, the more video thumbnails can be displayed.
• The widget can be configured to include one camera, all cameras, or a single camera group.
• Home screen widgets can be used as an alternative to video clip alerts. This may be particularly helpful in active homes or high-traffic businesses as the widget automatically updates through the day with analytics-triggered captured clips.

Enable Either Widget On The Home Screen or within the Today View:

1. When adding to the Home Screen press and hold an empty space within the Home Screen until all the app icons begin to jiggle.
2. When adding to the Today View, from the Home Screen, swipe toward the right. This will bring you to the Today View. Press and hold any empy area within the screen until the icons begin to jiggle.
3. At the top left, tap the Add (+) icon.
4. You can search for Alarm.com to find the Alarm.com Widget, or scroll down and tap on the Saved Clips Widget.
   
   
5. Select a size based on which widget you're configuring.
6. Tap Add Widget.
7. Tap and drag the widget to the desired location in the Home Screen or within the Today View.

Alarm.com introduces a new floodlight and 4MP camera. The ADC-V729AC connects to 110V AC wiring, the ADC-V729 plugs into a standard outlet, and the ADC-VC729P offers PoE. The floodlight delivers a bright 3,000 Lumens while the camera offers onboard recording, PIR motion sensing, and more.

Alarm.com continues to raise the standard for video solutions in residential and small to medium commercial spaces. Consistently rolling out innovative and sought-after products, their latest ADC-V729 series floodlight and video camera combo fills a crucial gap in the market.

With a variety of options to power the unit, the ADC-V729 series can solve nearly any outdoor monitoring and viewing need. By combining PIR motion sensing with Alarm.com video analytics, onboard recording, and a bright pair of floodlights, you can protect even the darkest corners of your property.

Since there are three (3) different versions of this new device, there are three different sets of specifications. Be sure to pay attention to the correct documentation for the product you intend to use. The specifications for all versions are included in a single specification sheet located here. In the table below, we'll include the specifications that are common to all three (3) versions.

Alarm.com ADC-V729 Series Common Features

The following features are found in all versions of the ADC-V729, regardless of input power type:

Power Requirements By Product Version

All Related Product Links

The ADC-VC729P can be powered using PoE++ (802.3bt), as shown in the middle table above. This is particularly important because the earlier PoE standards (IEEE 802.3af and 802.3at) do not provide enough power for this device. Only a PoE device that supports IEEE 802.3bt can deliver the required current. Since these devices use all eight (8) pins on the RJ45 connector, make sure you use cabling that includes all four (4) wire pairs.

That brings us to another point. Because both the camera and the floodlights are being powered, the ADC-V729 Series devices use a 24 Volt power supply (ADC-V729-DC and ADC-VC729P) or 100-240 Volts AC (ADC-V729AC). A 12 Volt DC power supply that is sufficient for other Alarm.com cameras will not provide enough power for this device.

The ADC-V729 and the ADC-V729AC both support dual-band WIFI. The ADC-VC729P supports wired ethernet only. If you don't have a PoE ++ capable switch or a PoE injector available, then the ADC-VC729P can use the ADC-PSU-24V2A DC Power Supply Unit. This is also the replacement power supply for the ADC-V729 if its original power supply is lost or damaged. In the table above you'll see a link to a bundle that contains both the ADC-VC729P and a compatible PoE++ injector.

We think this is an exciting new product that fills a previously overlooked niche in the security market. Let us know your thoughts in the comments below. Do you have an idea for a video or automation product? Let us know and we'll pass your feedback along to Alarm.com, Qolsys, Resideo, 2GIG, or any of our other manufacturing partners.

Apple will end support for the legacy Alarm.com Today widget in its iOS 18 update, coming in September. As a result, Alarm.com will be removing this widget in app update 5.6.0, due in October. But widget lovers take heart! Alarm.com has plans for new widgets that will be available soon!

The use of the Alarm.com Today widget required that a user be on iOS version 11.0+, and Alarm.com app 3.7+. Successful use also required that the user be logged into the Alarm.com app with "Seamless Login" enabled and the "Remember Me" option checked upon logging in.

Without these login features set, each time the user logged out, the "Today View" widget for Alarm.com would be cleared. Once the feature was configured, up to twelve different items could be configured and organized within the view. This allowed a user to quickly determine the status of various elements of the system, and control them.

System Control Widget

According to Alarm.com: "The System Control widget empowers iOS customers with quick-access, one-touch command of their smart security systems at their fingertips. Customers can create custom widgets and place them conveniently on their Home screen or Today View for effortless control of their lights, locks, garage doors, gates, and security panels from anywhere. Plus, they can activate Scenes for whole-home automation."

Saved Clips Widget

According to Alarm.com: "iOS customers can create widgets for video clips to effortlessly keep tabs on their properties and monitor important activity—without having to open the app. Right from the Home screen of their iPhone or iPad, they can choose from a variety of size options to see thumbnails of their most recently saved clips at a glance. Customers can also long-press the widget to change the view to include only clips from a single camera, a camera group, or all cameras on the account. Once set up, they can simply tap the thumbnail of interest to quickly take a closer look and watch the recorded footage."

Safety Button Widget

According to Alarm.com: "With the Safety Button widget, customers have the comfort of round-the-clock personal protection with professional response when help is needed most. With the press of a button on their phones’ Home screen, customers can swiftly and silently summon police, fire, or emergency medical assistance from wherever they are in the U.S., day or night. Once activated, they’ll be connected directly to a trained operator who will promptly dispatch responders to their precise location. This feature requires the In-App Safety Button service package add-on."

Alarm Grid is evaluating the In-App Safety Button feature. If we determine it's a good fit for our customers we'll make it available. Once Alarm.com introduces the new widget, our customers will be able to enable this feature. Stay tuned for more information on this potential new feature.

Alarm.com now offers a feature called Alarm Mode. When an alarm occurs on an Alarm.com system the user can access a special Alarm Mode card from the app dashboard. With all relevant alarm-related information grouped together, a user can quickly assess the situation and respond accordingly.

Alarm.com is very proactive in its efforts to innovate and diversify its product offerings. In addition to adding exciting new features that utilize existing hardware and software capabilities, Alarm.com constantly seeks ways to increase user engagement without raising the incidents of unwanted alarm dispatch.

Toward that end, they recently rolled out Alarm Mode. Beginning with version 5.4.1 of the Alarm.com customer app, nearly any system alarm occurring on an Alarm.com panel will trigger Alarm Mode. This feature is a segment or card located in the customer dashboard. When you log into the app and tap on Alarm Mode, you can view all activity related to the alarm.

This can include video clips, a link to live video, video doorbell camera information, and door lock status. What you see will depend on which hardware and features you have, and what's happening at, and just before, the time of the alarm. With all the relevant information in one easy to access location, you can make an informed assessment and either cancel the alarm, or verify that dispatch is necessary.

A full guide to using this feature is available here. There are exceptions to which alarms initiate Alarm Mode so be sure to check out the guide. If you happen to have the In-App Cancel/Verify feature enabled on your account, Alarm Mode makes that feature even easier to use. Once you open the Alarm Mode card within the customer app you'll see the buttons to Cancel or Verify the alarm. You still have two (2) minutes from the time the alarm is reported to choose either option.

When you tap Cancel (holding for three (3) seconds is not required), a disarm is sent to the system and an alarm cancel message is sent to the monitoring station. Because the time to process every alarm varies, it is still possible that you will receive a call from the monitoring station, so be ready to provide your verbal passcode to the operator.

When you tap Verify Alarm the system will continue to display and sound the alarm locally and the monitoring station will receive a signal letting them know that a dispatch is requested. They can then contact the authorities to dispatch and they will likely still call you to gather additional information to provide to the responding authorities.

If two (2) minutes pass and you don't choose either Cancel or Verify, the option will go away and will be replaced with a "Disarm to Clear" button. For users who don't have the In-App Cancel/Verify feature enabled, this button will show up immediately in Alarm Mode and will remain until the alarm is cleared. Tapping this button will send a disarm command to the system to silence the alarm. Once the alarm is cleared, the Alarm Mode card will disappear and the app will revert to the standard dashboard.

What do you think of Alarm Mode? Do you agree that Alarm.com works hard to add value to their product and service offerings? Leave a comment below to start a discussion! We'd love to hear your thoughts.

The cyber incident on Friday July 19, 2024 was caused by a code error in an update pushed to Windows machines by CrowdStrike. This was not a malicious attack. CrowdStrike Falcon, the specific product impacted, is a cloud-based product with a small local footprint, designed to detect breaches.

CrowdStrike Falcon is a cloud-based protection product. CrowdStrike describes the product this way: "Falcon is the CrowdStrike platform purpose-built to stop breaches via a unified set of cloud-delivered technologies that prevent all types of attacks — including malware and much more."

A small file, termed a sensor, is installed on the computer. This sensor monitors for viruses, malware, zero-day (emerging), and other types of threats. The sensor communicates with CrowdStrike through the cloud, and if a breach is detected, CrowdStrike can then respond. By keeping the bulk of the service in the cloud, the protected computer isn't bogged down with a resource-heavy software package. The sensor file is only about 5 MB.

CrowdStrike recommends that their Falcon customers use an N-2 update cadence, or at least N-1. This means the sensor file software runs either one update (N-1) or two updates (N-2) behind the current version. Ideally, this allows any issue with an update to be found and resolved before it ever reaches a client computer.

The update that caused the Windows Blue Screen of Death (BSOD) and boot-looping issue last Friday wasn't controlled by the N-1 or N-2 policy that is set up on most systems. The update was to the signature files, which help the Falcon Sensor determine what is a threat, and they need to be updated as quickly as possible. For this reason, they aren't covered by the usual update cadence.

The U.S., Canada, the UK, Europe, and Asia experienced disruptions to various services during the outage. While Mac and Linux computers remained unaffected, over 4,000 flights worldwide were canceled. The financial and healthcare sectors were severely impacted, with many elective medical procedures postponed. Numerous payment systems were also unavailable in the early hours of the incident.

There's much more information about this available online if you want to find it. CrowdStrike has been very transparent in dealing with this issue. But what we're discussing is why this issue manifested the communication troubles some of you saw last week. For that, we'll talk about how alarm communicators are supervised.

Generally speaking, when an alarm system has a signal to report, it does so using whatever channel or channels are available to it. This could be through a POTS phone line, a WIFI or Ethernet connection, an LTE or LTEM Cellular connection, or some combination of these paths. The important thing to know is that when an alarm panel sends a signal, it looks for an acknowledgment that the signal was received successfully. If it doesn't receive that acknowledgment, it will send the signal again (and again) until eventually it either reaches the destination, the retransmission limit, or the time limit, depending on the path used.

At the other end of this communication is the Alarm.com or AlarmNet server. This system receives those signals and processes them. This may include forwarding the information to a central station, to an online platform for logging and distribution to the end-user, or both.

Since the system may never have an alarm, there are measures in place to send periodic test messages from the alarm system communicator to the server. This ensures that all aspects of any communication pathways are open and working. This usually involves setting a communication test interval. For cellular communication in particular, it's desirable to minimize unnecessary signals, so this is customarily a "smart" test.

For example, you may set a system for a daily or 24-hour test. This is a setting at both the alarm panel and the signal processing server. That means every 24 hours, the system will send a test message to the server to verify communication. If no test message is received, the server generates a central station message that the system failed to properly test.

With a "smart" test, any signal sent by the system resets the test timer. So, the only time the server will receive an actual test message is if the system hasn't sent any other type of signal for 24 hours. In either case, based on this example, if the signal processing server goes 24 hours without receiving either a regular signal or a test signal, a trouble condition is generated.

From here, we can only assume that the signal processing server or servers were impacted by the CrowdStrike Falcon update. We can safely assume this because Verizon and AT&T LTE cellular communications were not affected by this issue. The way I see it, this incident was a blessing in disguise.

Though this probably seems like a catastrophic event, it's actually an opportunity. Because this was not a malicious attack, the least possible harm has come from it. Those with robust disaster recovery plans got a real-world chance to put them to use. Those without robust disaster recovery plans now know what's at stake and can plan accordingly. Catalysts for change and improvement are rarely painless, and this is no exception.

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.

Rogers has set a date of March 31, 2025 for its 2G/3G network sunset. If you are a Canadian customer with a Rogers 2G/3G communicator, your system will cease to communicate via cellular upon shutdown. At best, you will see a trouble condition. At worst, communication will be cease completely.

Rogers is a large cellular provider in Canada. When AT&T and Verizon announced their respective 2G/3G network sunsets a few years back, Rogers made the decision to keep the portion of their network that is used by alarm communicators active. In the intervening years, it has been working to beef up its infrastructure. The time has now come to sunset the remainder of the older network.

If you have an alarm system with a Rogers cellular communicator you should begin planning an upgrade. This may require that you upgrade your whole system, or just your cellular communicator. Whichever the case, now is the time to begin planning. If your system uses cellular as its only means of communication, and you have one of these Rogers 2G/3G communicators, your system will be left unable to communicate once the shutdown takes place. In addition, you will see a trouble condition displayed on your system that you will be unable to clear.

If you have a dual-path system with a Rogers 2G/3G cellular communicator, then your system will still be able to communicate after the shutdown, but you will have a trouble condition on the system that won't clear until you either disable cellular communication, or correct the problem. In this case, correcting the problem means replacing the cellular communicator. Depending on your alarm panel, this may or may not be possible without replacing the entire panel.

Alarm.com customers who are affected by this sunset will soon begin seeing prompts telling them to upgrade. Starting in October, Alarm.com customers who still have a 2G/3G Rogers cellular communicator will see a trouble message when they log into the customer app or website. The message will instruct them to upgrade their communicator soon in order to avoid a service interruption.

This news may seem dire, but don't worry, Alarm Grid is here to help you through the transition. In future posts, we'll be providing additional information, including special promotional pricing to help you upgrade in the least painful way possible. We'll also be here with plenty of information on how best to upgrade. In the meantime, if you have questions you can send us an email to support@alarmgrid.com.