AlarmNet Posts

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.

In a prior post, we told you about a mandatory SkyBell firmware update for Total Connect 2.0 users. For most, a prompt from TC2 allowed them to update. They could skip the update, but eventually, it was forced. If you set your SkyBell up through the SkyBell app, your experience may differ.

The full details of why the update is happening and, for the most part, what to expect from the process is included in the prior post, so if you are a SkyBell and TC2 user, we highly recommend you read it. We've seen a few hiccups with the upgrade with some customers encountering a few difficulties. Nothing major, though.

If you happen to be a user who set your SkyBell up using the native SkyBell app, prior to associating your SkyBell with Total Connect 2.0 your update and migration process may be slightly different. You should be receiving an email from SkyBell with steps to follow to complete the process.

This email will be sent to the email address used when initially setting up the SkyBell. So, if you fall into this category, be on the lookout for an email from SkyBell Technologies. It should look something like this:

Dear [First Name] [Last Name],

We are reaching out to inform you about an important update that will improve the performance and reliability of your SkyBell [doorbell model]. Action is required to continue receiving doorbell notifications.

Your SkyBell doorbell has been moved to Total Connect app. This transition will ensure that your doorbell functions smoothly. To restore full functionality to your doorbell, please follow the steps below:

1. Open your Resideo Total Connect 2.0 (TC2) app. Your doorbell will be listed as offline.
2. Tap on your offline doorbell and log in with your SkyBell username and password* when prompted.
   • If you don't remember your password, you can reset it in the SkyBell HD app.
3. Your doorbell will come back online, and you will start receiving notifications again.
   • Please note, your doorbell camera settings will be reset to default. You can easily adjust them in the Resideo TC2 app.

Important: Your doorbell will only work in the Resideo TC2 app. Until you complete these steps in the Resideo TC2 app, you won't be able to receive doorbell notifications or event updates.

After completing these steps, you will no longer need the SkyBell HD app. We recommend deleting it from your phone.

Thank you for taking the time to upgrade your doorbell to the Resideo Total Connect 2.0 app. If you have any questions, please contact your Resideo security professional.

The exact wording of this message may differ slightly, but you get the gist from the example above. The important thing is that you receive the message and follow these steps to make sure your SkyBell doorbell is upgraded. This upgrade is basically about moving your SkyBell completely away from the SkyBell HD app. Once the upgrade is complete you will only be able to access your SkyBell doorbell through Total Connect 2.0.

This notice was provided by Resideo to let customers know that if they receive a message like the one above from SkyBell Technologies, it is a legitimate email and Total Connect 2.0 customers should follow the steps outlined to update their SkyBell video doorbell device. Failure to do so will eventually lead to the SkyBell being unusable with Total Connect 2.0.

The First Alert brand, by Resideo, recently unveiled three new camera models, marking their first camera release in years. The VX Series includes an indoor camera, an outdoor camera, and a video doorbell. These cameras are designed to enhance end-user security and work with Total Connect 2.0.

There are a ton of cameras on the market, and it can be tough to decide which camera or system is right for you. So, we wanted to take a moment and highlight the features of these relatively new First Alert VX cameras. One of the biggest reasons to choose these cameras is that they are compatible with Total Connect 2.0. This is Resideo's remote access platform.

These days, if you can't control an electronic device from anywhere using a smartphone app, you're doing something wrong. From monitoring your pool's water temperature to receiving a notification from your refrigerator to pick up milk, the Internet of Things (IoT) has changed how we do nearly everything.

With that in mind, one of the features to scope out when looking for a security system, camera system, or combination of both is how you interact with that system remotely. For the VX Series cameras and most Resideo or Honeywell panels, remote control is achieved using Total Connect 2.0.

To quickly connect the dots, Resideo, formerly Honeywell, owns the First Alert Professional brand. They also own AlarmNet, which provides the network through which most Resideo, Honeywell, Honeywell Home, and First Alert Professional products communicate when using WIFI, ethernet, or cellular devices. Most communicators are sold under the AlarmNet brand. However, all of these brands, except for a few currently produced Honeywell products, live under one big Resideo umbrella.

Here's an example of what happens with an alarm on one of these panels.

For this example, we'll assume you have a Honeywell Home PROA7PLUS panel with a WIFI and cellular communicator. With this system, you have central station monitoring and Total Connect 2.0:

1. An alarm that requires a notification to the end-user, a report to a central station, or both occurs.
2. The PROA7PLUS transmits the alarm signal. It will use WIFI if available, and cellular if WIFI is down.
3. The signal travels through the network (WIFI) or the carrier (cellular) to a server at AlarmNet. The carrier may be AT&T or Verizon within the US. It could be Rogers or Telus in Canada.
4. Based on the MAC address of the communicator where the signal originated, the AlarmNet server matches the signal with an account and forwards the alarm information to the proper central station. With Total Connect 2.0, a notification will also be sent to the end-user, if enabled. Steps 1 - 4 occur within seconds.
5. The central station processes the signal according to its policies and any instructions provided by the end-user.

The VX Series cameras can be used with Total Connect 2.0 on a stand-alone video account, or, in conjunction with a security system. Here at Alarm Grid, we offer our Platinum Plans (Self or Full) which include security, remote control with automation, and video, or our stand-alone Video Monitoring plan which can be used without a security system.

Any plan that includes cellular communication also includes IP (WIFI or ethernet) at no additional cost. Each video plan allows up to eight (8) cameras. The smart camera package will allow up to 50 clips per day, per camera. Video for the VX camera lineup is stored on the TC2 server for 30 days.

First Alert Pro VX1 HD Video Doorbell

The First Alert Pro VX1 HD Video Doorbell (SKU: CAMW-WDB) boasts a 5MP camera, 2-way audio, dual-band WiFi, and intelligent event detection. Its advanced AI can accurately distinguish between people, packages, vehicles, and animals minimizing nuisance notifications and recordings.

Equipped with a built-in LED, color night vision, and a siren that can be manually activated, the VX1 doorbell offers enhanced security. Its wide dynamic range (WDR) technology uses both hardware and software to ensure vibrant color and high-quality video, even in challenging lighting conditions.

The VX1 HD comes with some nice accessories. It offers a trim ring in either gray or white. It can be mounted with either a straight or an angled mounting bracket A mechanical chime adapter is included, along with a doorbell release/reset tool, and mounting hardware. The VX1 is made of UV-resistant material to withstand harsh sunlight and other outdoor elements.

First Alert Pro VX1 HD Data Sheet
First Alert Pro VX1 HD Install Guide

First Alert Pro VX1 HD Specifications:

• Device Type: Video Doorbell Camera.
• Compatibility: Total Connect 2.0 Video Plan REQUIRED. Each VX1 counts as one camera when used with any video plan.
• Power Requirements: 16 VAC to 24VAC, 10VA minimum.
• Chime Compatibility: Mechanical and Digital Chimes with included Chime Adapter.
• Speaker: 93dBA @0.1m
• Microphone: 10ft (3m)
• Camera: 5MP
• Video Resolution: 2592 x 1944 Full HD
• Video Format: H.264
• Diagonal Field of View: 180°
• Available Fields of View: Tall, Wide, and Full
• Wide Dynamic Range (WDR): Yes
• IR Night Vision: up to 23' (7.01m)
• Color Night Vision: Up to 10' (3m).
• Image Adjustments: Low or High Quality.
• Motion Detection: Yes, up to four (4) windows. Optional selections to detect people, vehicles, and/or animals.
• Two-Way Audio: Yes
• Clip Viewing: Via TC2 (app & website)
• Privacy feature: Yes, available via the TC2 app. Selected manually, or by the option to "Turn on camera privacy when security is disarmed."
• Emergency/Panic: Yes, while streaming only
• WIFI Specs: Dual-band, 2.4 GHz or 5 GHz
• Bluetooth: BLE 5.0
• Ingress Protection: IP65 (dustproof and water resistant)
• UV Resistant: Yes
• Dimensions: 4.8" x 1.8" x 1.1" (120.7mm x 44.5mm x 28.5mm)
• Weight: 5 oz (144g)
• Operating Temperature: -40°F to 122°F (-40ºC to +50ºC)
• Operating Relative Humidity: 20% to 85%, Non-condensing
• Included Accessories:
  • Gray Mounting Brackets (Both Straight and Angled)
  • Both White and Gray Trim Rings
  • Chime Adapter
  • Mounting Hardware
  • Mounting Brackets
  • Quick Install Guide

First Alert Pro VX3 HD Outdoor Camera

The First Alert Pro VX3 HD Outdoor Video Camera (SKU: CAMWE-WO) has intelligent event detection allowing it to identify people, animals, vehicles, and packages. It also features a microphone for sound detection, and a speaker for 2-way communication through the camera. New to the First Alert camera line, is an option to use Power-Over-Ethernet (PoE) connection. All this is included in an attractive HD camera.

The VX3 also has a built-in, manually-activated deterrent feature. While viewing a live feed from the First Alert Pro VX3, through TC2 or a PROSeries panel, the user can tap the siren icon to initiate a 93 dBa siren and an LED spotlight produced by the camera. This manual activation can aid in scaring off potential intruders.

With its IR night vision, the VX3 can be programmed for full-time color night vision or color on detection only. Color on detection allows infrared to handle night-time viewing until a recording is triggered. Then, the camera will automatically switch to color night mode. If color night vision is set to always on, the LED light ring will be lit constantly during the night.

The VX3 HD is a Total Connect 2.0 (TC2) camera. A TC2 smart video account is required to enroll and use it. As mentioned when describing the VX1 HD, this means a Platinum (Self or Full) or Video Monitoring plan for Alarm Grid customers. Each VX3 will count as one (1) camera in the video package. Each video plan allows up to eight (8) cameras. The smart camera package will allow up to 50 clips per day, per camera. Video is stored on the TC2 server for up to 30 days.

First Alert Pro VX3 HD Outdoor Camera Data Sheet
First Alert Pro VX3 HD Outdoor Camera Install Guide

First Alert Pro VX3 HD Outdoor Camera Specifications:

• Device Type: Outdoor HD Camera
• Compatibility: Total Connect 2.0 Video Plan REQUIRED. Each VX3 counts as one (1) camera when used with any video plan.
• Power Requirements: 12VDC @ 1A Power Adapter or 802.3af PoE Class 3 PSE.
• Transformer Wire Length: 10' Max (3.05m)
• POE length: 300' (100m) Max
• Speaker: 65dBA @3m, 1kHz
• (low, medium, or high adjustment via app)
• Microphone: 10' (3m)
• Camera: 2MP
• Video Resolution: 1080p Full HD w/ Wide Dynamic Range (WDR)
• Video Format: H.264
• Diagonal Field of View: 147°
• Ceiling Mount Option: Yes, Flip orientation 180°
• Wide Dynamic Range (WDR): Yes
• IR Night Vision: up to 23' (7m)
• Color Night Vision: up to 10' (3m)
• Image Adjustments: Low or High Quality
• Motion Detection: Yes, Up to Four (4) windows. Optional AI selections to detect people, vehicles, packages, and/or animals.
• Two-Way Audio: Yes
• Clip Viewing: Via TC2 (App & Website)
• Privacy Feature: Yes, available via the TC2 app. Selected manually, or by the option to "Turn on camera privacy when security is disarmed."
• Emergency/Panic: Yes, Only While Streaming.
• Firmware Upgradeable: Yes, Auto-updates
• Ethernet Specs: WIFI or Hardwired (If both are used, Ethernet is primary)
• WIFI Specs: Dual-band, 2.4 GHz or 5 GHz
• Bluetooth: BLE 5.0
• Ingress Protection: IP66 (dust-proof and water-resistant)
• UV Resistant: Yes
• Dimensions: 3" x 3" x 5" (76.2mm x 76.2mm x 127mm)
• Weight: 5oz (144g)
• Operating Temperature: -40°F to 122°F (-40ºC to +50ºC)
• Operating Relative Humidity: 10% to 85%, Non-condensing
• Included Accessories:
  • Mounting hardware
  • Mounting Brackets
  • Quick Install Guide

First Alert Pro VX5 HD Indoor Camera

The First Alert Pro VX5 HD Indoor Camera (SKU: CAMW-WI) is an HD quality, indoor video camera. It allows users to monitor the interior of a home or small business using a combination of live and recorded video. Users can keep an eye on their kids, elderly family members, pets, or guests with razor-sharp 2K resolution and superb night vision.

The First Alert VX5 HD is equipped with advanced event detection capabilities. Using AI, it can determine whether a person, an animal, or a vehicle is within its field of view, allowing it to deliver precise and meaningful notifications. Each camera can have up to four (4) event detection areas configured.

This indoor camera captures 1080p video while allowing the user to ensure privacy with an automated privacy shield. Privacy can be controlled by either pressing a button on the side of the camera or through the Total Connect 2.0 App. If an admin user in TC2 sets the camera for privacy a standard user cannot change this setting. It can also be set to enable privacy when the alarm system is disarmed.

The camera integrates with the PROA7PLUS or PROA7PLUSC panel and the PROWLTOUCH and PROWLTOUCHC wireless touchscreens, offering on-screen video streaming. The VX5 also has a microphone and speaker and supports 2-way audio between a user in Total Connect 2.0 and the camera.

The emergency button option is also available for the VX5. If you see an intruder while live-streaming video, you can press an emergency icon within the TC2 app and the camera's LED will turn on and its siren will sound. At 70 dB @ 3.2' (1m) this siren won't harm an intruder, but it will get their attention.

First Alert Pro VX5 HD Indoor Camera Data Sheet
First Alert Pro VX5 HD Indoor Camera Install Guide

First Alert Pro VX5 HD Indoor Camera Specifications:

• Device Type: Indoor HD Camera
• Compatibility: Total Connect 2.0 Video Plan REQUIRED. Each VX5 counts as one (1) camera when used with any video plan.
• Power Requirements: 12VDC @ 1A. Power Adapter included with 9' (2.7m) wire. Cannot be extended.
• Transformer Wire Length: 9' Max (2.7m)
• Speaker: 70dB @ 3' (1m)
• Microphone Range: 20' (6m))
• Camera: 2MP
• Video Resolution: 1920 x 1080 pixels maximum
• Video Format: H.264
• Diagonal Field of View: 130°
• Horizontal Field of View: 111°
• Vertical Field of View: 59°
• Wide Dynamic Range (WDR): Yes
• Night Vision Range: 15' (4.5m)
• Advanced Detection: Yes, Up to Four (4) windows. Optional AI selections to detect people, vehicles, or animals.
• Two-Way Audio: Yes
• Clip Viewing: Via TC2 (App & Website)
• Privacy Feature: Yes, available via the TC2 app and at the camera. Selected manually, or by the option to "Turn on camera privacy when security is disarmed."
• Emergency/Panic: Yes, Only While Live Streaming.
• Firmware Upgradeable: Yes, Auto-updates
• Network Specs: Dual-band 2.4 GHz or 5 GHz WIFI, IEEE 802.11 a/b/g/n/ac
• Bluetooth: BLE 5.0
• Dimensions: 3.5" x 2.25" x 2.5" (89 x 57 x 64mm)
• Weight: 5.2 oz (148g)
• Operating Temperature: 32˚F - 104˚F (0˚C - 40˚C)
• Operating Relative Humidity: 10% to 85%, Non-condensing
• Included Accessories:
  • Power Adapter
  • Mounting Hardware
  • Quick Install Guide

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

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

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

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

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

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

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

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

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

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

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

Scenario 3: Previously Registered Camera That Is Offline

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

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

In the coming weeks Total Connect 2.0 users on app version 6.44.1+ with a SkyBell will be prompted to update the SkyBell Video Doorbell's firmware. This update is part of a backend migration process. There will be an option to skip the upgrade, but eventually an update will be automatic.

This affects any TC2 users with any of the following SkyBell Video Doorbells. All of these units have been discontinued:

• DBCAM-TRIM
• DBCAM-TRIMBR
• DBCAM-TRIM2
• DBCAM-TRIMBR2
• DBCAM
• DBCAM-BR

It's possible this migration has some correlation to our report from December of last year. In the prior blog, we discussed how SkyBell users were receiving recommendations to upgrade their SkyBell to "Gen5". But after this upgrade, any access the user had to their SkyBell through third-party apps, like Total Connect 2.0, would be removed. The move to Gen5, once completed, can't be undone.

Phased Process for Upgrade and Migration of SkyBell Video Doorbells with Access Through Total Connect 2.0

1. Phase I: In the coming weeks Total Connect 2.0 users will be prompted, presumably via a push notification since a particular app version (6.44.1+) is required, asking them to perform a firmware update of the video doorbell. Any user who originally set their video doorbell up through the SkyBell HD app will need the login credentials they used for that app to complete this process. The user will be prompted through a few easy steps to complete the update and migration.
2. Phase II: At some point, users who ignore the initial prompt will receive a popup dialog box when logging into Total Connect 2.0 asking them to update. If the user chooses the option "UPGRADE LATER" they can skip the upgrade temporarily. But the next time they log into TC2 the SkyBell will be upgraded and migrated without prompting. If the user accepts this invitation to upgrade, they will immediately be guided through the upgrade and migration steps. Again, any user who originally used the SkyBell HD app to configure their video doorbell will need the credentials for that app to complete this process.
3. Phase III: Any user who ignores the first two phases will eventually have their SkyBell Video Doorbell updated and migrated automatically. Please note, only Skybell doorbells that are powered up and online can be updated and migrated. Presumably, and I'm attempting to confirm this, any SkyBell video Doorbell that is not online or powered on in time for the upgrade and migration process may lose the ability to access the device through Total Connect 2.0.

For the most part, users won't notice any difference in the way their device works or appears in TC2 after this process is complete. However, this migration does mean that the SkyBell doorbell, once upgraded, will no longer be accessible through SkyBell HD or any new SkyBell apps.

In addition to no longer being accessible through any SkyBell apps, all settings in the SkyBell Video Doorbell will be set back to their factory defaults during the update and migration. Affected settings include:

• LED Color
• Motion Detection
• Motion Sensitivity
• Image Quality
• Speaker Volume
• Indoor Chime
• Outdoor Chime
• Digital Chime
• Outdoor Chime Volume

These settings can be readjusted using the TC2 app once the upgrade and migration have been completed. Another post-migration change is that SMS notifications will no longer be available for SkyBell Video Doorbell events after the migration. Push notifications and email notifications will still be available.

Changes for Users of PROSeries Panels:

Users of the Honeywell Home PROA7PLUS and Resideo PROA7PLUSC who have the panel configured to allow SkyBell viewing at the panel will need to be sure their panel is updated to firmware 03.2305.91+ in order to retain this functionality. If you need a firmware update, contact your alarm dealer. If you're an Alarm Grid customer in need of a firmware update, send us an email at support@alarmgrid.com.

To verify the version of your panel's firmware tap the Menu Icon (≡) at the bottom of the screen, then tap Tools > enter either Installer or Master Code (4112 or 1234 by default, respectively) > tap System Information > tap General Information. If your version shows lower than 03.2305.91, request a firmware update from your alarm dealer.

After the update and migration the Honeywell Home PROWLTOUCH and Resideo PROWLTOUCHC keypads will no longer support viewing of SkyBell video on their touchscreen, regardless of firmware version.

Update 09/25/24: We noticed the display issue, where apparent programming information was displayed is resolved. There's no information on exactly when this occurred.

Update 08/29/24 2:12 pm EDT: According to Resideo, they have received reports of this same behavior from other dealers. Alarm Grid alone reported no less than 17 accounts with the issue. Per engineering, the notification issue was resolved at approximately 10:09 am EDT this morning. The other issue, with erroneous programming information being displayed on the screen is ongoing.

Original Post 08/29/24 9:55 am EDT: So far, we've only seen this reported with PROSeries panels. At the top of the Activity screen some coding information is being displayed. In addition, each time a Sensor Open notification is added to the Activity screen a Disarm notification is also added, even though no disarm occurred.

Below is an example of the coding information being displayed at the top of the activity screen:

In this screenshot, you can see a disarm with the same timestamp as the preceding event:

The PROSeries panels include the Honeywell Home PROA7 and PROA7PLUS and the Resideo PROA7C and PROA7PLUSC. These panels are collectively known as the PROSeries.

This appears to be a coding error, and will hopefully be a simple fix. We have reported this to Resideo, but haven't heard back from them yet. This is a developing situation, so we will update this post as more information becomes available.

The main thing to understand at this point is that although this is an annoyance, it doesn't seem to affect the ability to control your system remotely. It also appears to have no effect on your system's ability to report alarm signals to the monitoring station, when central station monitoring is being used.

Resideo has identified an issue with some Total Connect 2.0 passwords. Apple iOS users on firmware version 17.6.1 may be unable to log into the Total Connect 2.0 app due to certain special characters. Passwords containing a plus sign (+) or exclamation point (!) will cause a login failure.

This issue can also affect account usernames. However, since we typically use the customer's email address as the username, it's rare for these special characters to be present. After we reported a customer who suddenly couldn't log into their account, Resideo informed us of this issue. Interestingly, we tested a login using an exclamation point (!) in the password on iOS version 17.6.1, and it worked for us, so the information remains somewhat unclear.

If your password worked before but no longer does after updating your iOS device, or if you're a new TC2 user on iOS and can't log in after creating an acceptable password, the only option is to change your password.

1. Go to the Total Connect 2.0 login page.
2. Accept Cookies if prompted. Until you do, you won't be able to successfully perform Step 3 and Step 4 below.
3. Click "Problems Signing In?"
4. Click on either "Forgot Username" or "Forgot Password".
5. Follow the prompts to reset either your username or your password. If you need to reset both, you'll have to first reset one, and then follow these same steps to reset the other credential.
6. Once you've created both a Username and a Password without a plus symbol (+) you should be able to log in.

As you can see from the password reset screen, both a plus symbol (+) and the exclamation point (!), which we have verified will work, should be acceptable special characters:

HTML browser logins are not affected, nor does the issue affect Android devices. This is strictly an issue with Apple iOS devices, and as far as we know, only with firmware version 17.6.1. An iOS user who does not want to change their username or password can elect to use a browser to access their Total Connect 2.0 account instead.

This issue will likely be resolved, but whether the fix will come from Resideo through a TC2 update or from Apple via an iOS update is uncertain. If we receive any updates, we'll post them at the top of this page, so stay tuned!

Update 08/30/24: Resideo posted its final update on this issue today. To summarize, they found an issue with the battery charging scheme in the doorbell's firmware. A firmware update is being applied to future stock and will automatically be rolled out to devices in the field. You can read the full notice here.

Update 08/13/24: Resideo posted an update today regarding this issue. According to the update:

"We have determined that, if the doorbell isn’t installed within 1 year of production, the embedded battery, which is responsible for powering the doorbell while the external chime is activated, will not support a smooth installation."

This is a particularly thorny issue given that the battery in the VX1 Video Doorbell is non-serviceable. After the three (3) to five (5) years of expected battery life, when the battery begins to fail, the entire VX1 must be replaced.

You can read the full updated notice here.

Original Post 08/08/24:Yesterday, Resideo released a Technical Notice about its First Alert VX1 HD Video Doorbell. A small number of units display a red LED for an extended time after installation. If you have a unit displaying this behavior, you can return it to where you purchased it or contact your alarm dealer.

First of all, if you have a First Alert VX1 HD installed and it is working as expected there is nothing you need to do. This issue has been reported in a small number of units and only very recently. If your VX1 HD was affected, you would know almost immediately after installation.

Next, it's important to clarify which LED we're talking about here. The VX1 HD has a Status LED which is located above the doorbell button and microphone. In addition to the Status LED, the doorbell button itself has an LED surrounding it. This notice refers to the small Status LED. According to the Installation Instructions, a solid red Status LED indicates that the battery is not charging.

It's not uncommon, after installation, for the Status LED to show either red or amber. An amber Status LED indicates that the battery is below the normal operating threshold but is charging. However, if, after 90 minutes of charging, the Status LED remains red, and assuming the input power and wiring are confirmed to be good, there is a problem.

Because of this issue, Resideo has chosen to put the First Alert VX1 HD on sales hold. This means that if you attempt to order a new unit from the distributor, it won't be available. Alarm dealers may have stock on their shelves that they can continue to sell, but they run the risk of encountering this issue.

Alarm Grid doesn't keep stock, ensuring that when you order from us, the product you get is the most recently manufactured version possible. Though distributors do keep stock, so there is always a chance that a seldom-ordered product may have been on their shelf for some time.

We will not discontinue the First Alert VX1 HD, as we assume this hold will be brief. You can still order the doorbell on our site. Currently, if you do you'll receive an email that the product is on backorder and that it will be shipped as soon as stock becomes available again.

That's all we know at this point. There is not enough information to determine if this is a problem with the battery, the charging circuit, or if this is just a status indication malfunction. It's unlikely that Resideo manufactures the battery. Is it an issue with the battery vendor? Is it something anomalous that occurred during manufacturing? That's why the product has been put on hold so they can perform testing and diagnostics.

In some cases, the manufacturer may need customers to send them problem units. It's difficult to confirm and fix an issue if you can't reproduce it. If that's the case here, it's possible Resideo may ask your alarm dealer to send returned VX1s directly to them for testing. As an end-user, this won't really affect you. It's just nice to know what goes on behind the scenes sometimes.

Depending on what they find, Resideo may require that any existing distributor stock be returned to manufacturing to be reworked or retrofitted. This is usually accompanied by some type of marking on the box, like a green dot. This will usually be located near the box date code. In this way, everyone will be able to tell that a newly purchased First Alert VX1 HD Video Doorbell does not suffer from this issue.

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.