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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.

Our central station partner, CMS, recently notified us of an uptick in its operators receiving "Line Busy" messages when making outbound calls. This issue appears to be caused by calls being blocked by the carrier or the subscriber. Either way, there is little they can do about this issue.

If you're an Alarm Grid customer with full central station monitoring you should make sure that you are not blocking the number 800-432-1429. Once you verify that this number is not blocked on your phone, or on the phone of any member of your call list, then you might try a test.

To be one hundred percent sure you don't cause an unnecessary dispatch, contact the monitoring station by dialing 888-818-7728 and choosing Option 9. Once you have a central station operator on the phone, let them know you want to perform a test to be sure their calls are coming through properly to your phone. They can then instruct you on the best way to proceed.

This may involve you setting off an alarm, or they may simply be able to call you for verification. If the people on your call list have a different phone carrier than you, you may need to repeat this test for each of their phones. It's best to be sure now rather than risk a call not getting through during an alarm.

To further insure that you receive calls promptly from the monitoring station, we recommend that you add their number to your contacts in such a way that you'll know immediately when you receive a call from them. Name the contact "ALARM! CMS ALARM!" or whatever it takes to get your attention.

It's also a good idea to follow the instructions for your phone so that when your phone is in Do Not Disturb Mode, Sleep Mode, or any other Focus (iOS) Mode you still receive calls from the monitoring station.

On Android phones, go to Settings > Sound and Vibration > Do Not Disturb > Manage Exceptions. You can choose to allow any "Starred Contacts" to bypass DND. You can also select individual people/contacts that can bypass it. On iPhone, go to Settings > Focus > Select a Focus such as Do Not Disturb > Allow Calls From > Choose individual Contacts or Groups.

If you verify that you are able to receive these calls based on your phone settings, but still can't receiving their calls, then you need to contact your phone carrier and make sure that they are not blocking the monitoring station's number. This could happen because they believe the number be spam or some type of potential scam. This classification may come from automation on the part of the phone carrier, and the designation may have been applied to the monitoring station's number in error.

If you are a central station monitored customer it is very important that you can receive phone calls from the monitoring station. This prevents unnecessary dispatch of the authorities. Even if you aren't an Alarm Grid customer, you should be certain you are able to receive calls from your monitoring station. As a system, every portion of your alarm must work in order to be effective. That includes the monitoring station's ability to contact you.

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

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.

When a hurricane strikes, widespread power outages, flooding, and wind damage overwhelm residents and emergency personnel. In such crises, property security becomes secondary to life-saving efforts. Any alarm system may fail during extended power outages, further complicating the situation.

As Florida prepares for Hurricane Milton, the second large hurricane forecast to hit the state within the past month, this is a good time to discuss the ways in which these storms affect your alarm system and the response to it.

The Alarm System

A hurricane can physically affect your alarm system in several ways. High winds caused by hurricanes can rattle windows and doors, potentially triggering alarms in older homes with loose fittings. If your alarm system is armed during a hurricane, these vibrations could lead to false alarms. If you have glass break detectors, they can be triggered by weather-related breaking glass.

Electrical power is crucial for alarm systems. If you're an Alarm Grid DIYer, you know that your system has a backup battery to keep it operating during AC power outages. For hardwired systems, you can choose the battery size based on a battery calculation sheet. The goal is typically at least 24 hours of standby power.

When we refer to "standby power," we mean the power consumed by your alarm system when it's not actively in an alarm state. During an alarm, your system requires significantly more power, which can deplete the battery faster. For hardwired systems, you can calculate this additional power consumption and install a larger battery, provided you comply with the manufacturer's specifications.

For all-in-one systems like the Qolsys IQ Panel 4 or Resideo PROA7PLUS, battery options are limited. The included battery is typically UL or ETL listed for at least 24 hours of standby power. This is often the only available option. To extend battery life during power outages, you might consider using a generator or exploring alternative battery solutions. However, these alternative solutions may void the manufacturer's warranty and may cause issues.

While cellular communication for alarms has become widespread, hurricanes can disrupt cellular service due to power outages, infrastructure damage, and other factors. If your alarm system relies on cellular connectivity and the service is interrupted, your system may be unable to report alarms or other conditions. You may also need to clear a communicator trouble condition when you return.

The Responding Authorities

Police, fire, and EMS agencies have specific protocols for responding to emergencies, including those caused by hurricanes. For example, according to Criticom Monitoring Services (CMS), one of our monitoring station partners, many agencies suspend responses to non-emergency dispatches when sustained winds reach 45 MPH.

During and after a hurricane, emergency services will be overwhelmed with requests. While many calls may be legitimate emergencies, others might be less urgent. Unfortunately, there may not be enough resources to respond to every call. As a result, reports of burglar alarms will not be treated as a priority and may not receive a response for some time after the hurricane has passed.

The Monitoring Station

The monitoring station will also be dealing with higher traffic. CMS has provided the following information:

• CMS has increased manpower at its Longwood, FL, and Manasquan, NJ monitoring centers. Please be aware that despite our best efforts, callers may still experience longer than normal wait times.
• Please understand first responders will no longer respond to dispatches from CMS once sustained winds reach 45 mph.
• CMS will continue to do everything possible to ensure the safety of our dealers, their subscribers, and our employees.

CMS is always prepared with true redundancy; It is equipped with three (3), UL listed, FM (Factory Mutual) approved monitoring centers located throughout the United States. Its monitoring centers are connected using the latest in communications technology, allowing it to load balance by redistributing operator resources during spikes in alarm activity.

If disaster strikes any one of the CMS monitoring centers, each of them is backed up by two (2) generators and uninterruptable power supplies Each center is prepared to route alarm signals to the other CMS central stations located across the country. Through the years, CMS has seen just about every type of emergency. They have the experience and facilities to keep them running 24/7 in the face of any storm or other disaster.

With their unique infrastructure, CMS is ready to handle nearly any conceivable situation. Their operators are second to none in the industry. If you call on them, they will be ready to assist you in any way they can. Please heed warnings from experts in your area and evacuate your family, your pets, and yourself if advised to do so.

Alarm Grid offers the latest wireless keypads, compatible with IQ4 and IQ Pro panels. The Qolsys IQ Keypad-PG is a simple capacitive touch keypad, while the Qolsys IQ Keypad Prox-PG adds a prox tag reader for easy use. Both keypads offer PowerG's impressive range for reliable communication.

Below is the IQ Keypad Prox-PG. The bullseye symbol in the lower right denotes the proximity reader:

As wonderful as a big, beautiful touchscreen interface is, sometimes you just need to arm or disarm the system and don't want to walk to the panel to do it. Maybe you're entering or exiting through a seldom-used basement door or planning to hang out in the garage when you arrive home. A secondary arming and disarming station can come in handy, for a wide variety of reasons.

Enter the two (2) new PowerG keypads available from Qolsys. The Qolsys IQ Keypad-PG is a basic wireless keypad that allows you to disarm by entering a valid code through the number pad. It has icons for single-touch Night, Away, and Stay arming when secure arming is disabled. When secure arming is enabled, arm using any valid user code.

If you can arm through the touchscreen without entering a code, then Secure Arming is disabled. You can change this setting by tapping the gray menu bar at the top of the screen, above the date and time, then tapping Settings > Advanced Settings > Enter Installer or Dealer Code (1111 or 2222 respectively, by default) > Installation > Security & Arming > Secure Arming. This feature is disabled by default. That means, by default, you can arm the system without entering a valid code.

When we talk about the IQ4 panels, we're talking about the IQ Panel 4, the Qolsys flagship, top-of-the-line, feature-rich touchscreen panel. Also included is the IQ4 Hub, another touchscreen panel with a slightly trimmed-down feature set. And finally, the IQ4 NS rounds out this panel lineup. The IQ4 NS is a budget-friendly option with nearly identical features as the IQ4 Hub, minus the touchscreen interface. All these panels support the IQ Keypad-PG and the IQ Keypad Prox-PG and prox tag arming/disarming. Just be sure the panel has the latest firmware.

IQ Keypad-PG

The IQ Keypad-PG is a stylish capacitive-touch numerical keypad. It has PowerG wireless transmitting capability and offers superior range, military-grade, 128-bit AES encryption, and bi-directional communication with the panel. Four (4) AA batteries are used to power the unit. Only Energizer AA 1.5 Volt Alkaline batteries should be used. The expected battery life is three (3) years. Each alarm system can support up to five (5) keypads.

IQ Keypad Prox-PG

The IQ Keypad Prox-PG has the same features and specifications as the IQ Keypad-PG, with one exception. It supports prox tags. If you're unfamiliar with prox tags, they're small, hand-held devices that allow you to easily arm and disarm the system by presenting the tag to the keypad in the designated space. When you present your valid tag to the keypad while the system is armed, it will toggle the system to a disarmed state. If you present your tag to the keypad when the system is disarmed, it will attempt to arm the system.

Prox tags come in packs of four (4). The included clip allows them to connect easily to a key ring:

If Force Arm is enabled when you present your prox tag to arm the system, any faulted zones will automatically be bypassed and then the system will arm. If Force Arm is disabled the system will refuse to arm until all zones are restored and the prox tag is presented again. Also, when you present a prox tag to the keypad while the system is disarmed, it will first attempt to arm Stay, then if you present the tag again, it will arm Away.

You can verify the Force Arm setting by tapping the gray menu bar at the top of the screen, above the time and date. Then tap Settings > Advanced Settings > Enter Installer or Dealer Code (1111 or 2222 respectively, by default) > Installation > Security & Arming > Force Arm. This feature is enabled by default. That means, if you attempt to arm and any zones are open or faulted, they will automatically be bypassed so the system can arm.

Specifications:

• Models: IQ Keypad-PG, IQ Keypad Prox-PG (4 Prox Tags Included)
• Interface: Capacitive touch keypad (0-9, *, #, Arm Stay, Arm Away, Arm Night options)
• Available Frequency: PowerG 912 - 919 MHz
• Status Indicator: Status LEDs (Trouble, Arming, Status)
• Sounder: One (1) for key presses, chirps, and alarms.
• Tamper: Yes, Wall and Enclosure Tamper.
• Power Source: 4 x AA – Use only Energizer AA 1.5V Alkaline Batteries.
• Dimensions (H x W x D): 6.1” x 4.6” x .91” (155mm x 117mm x 23mm)
• Mounting Options: Back plate, wall mount only.
• UL/cUL/ULC Certification: UL/cUL Residential Fire and Burglary and UL/ULC Commercial Burglary Alarm Control Unit. Compliant with standards: UL985, UL1023, UL2610, ULC-S545, ULC-S304.
• FCC/IC Certification: FCC ID: 2AAJXQS-IQKP IC: 11205A-QSIQKP.
• Operating Temperature: 14°F - 131°F (-10°C - +55°C) With up to 93% relative humidity, indoor, dry, climate-controlled use only (*)

*UL has only verified operation in 32°F - 120.2°F (0°C - +49°C) and 93% Relative Humidity.

Our monitoring station partner CMS has a proven track record of providing reliable service, even during challenging conditions. With three facilities located in Florida, California, and New Jersey, they are well-equipped to handle the potential impacts of Hurricane Helene, as you'll see here.

Hurricane Helene, now a Category 3 storm with winds reaching 120 MPH, is expected to make landfall tonight on Florida's west coast near the panhandle. This powerful storm will likely impact residents in Florida, Georgia, Alabama, South Carolina, North Carolina, Virginia, and Tennessee in the coming days. If you live in the affected area, please prepare accordingly and follow the evacuation orders issued by local officials.

If you are an Alarm Grid monitored customer located outside the area affected by Hurricane Helene you should notice no change in the way your alarm signals are treated. Although CMS has a location in Florida, its system routes incoming alarm reports to eliminate any negative impact on customers in unaffected areas.

If you are in the affected area, you can expect that low-priority signals (residential or commercial power failures, low batteries, supervisory and trouble signals) will be disregarded during the storm. Disregarding these signals frees operators up to concentrate on emergencies.

During the storm, the CMS Interactive Voice Response (IVR) system will initially handle all burglary alarms. The IVR uses Natural Language Speech Recognition (NLSR) to handle Burglary Alarms (except dispatch), and notifications on low-priority calls. This will be the case for any accounts in the affected areas while the storm is ongoing.

The IVR system provides immediate response to thousands of signals simultaneously, allowing Alarm Specialists to focus on responding to emergency conditions, i.e., Fire, Panic/Holdup, and Medical. In areas hit by Hurricane Helene, emergency personnel will likely cease responding to non-emergency calls for service, including burglary alarms.

For our customers who are in the path of this storm, please heed the advice of local officials and weather professionals. Do what you need to do to keep yourself and your family safe. When all is said and done, that's all that matters.

We're excited to announce that Alarm Grid is transitioning to a state-of-the-art customer relationship management (CRM) system. This powerful new tool will streamline our operations, enabling us to provide even better support and service to our valued customers. Our customers are like family.

As we implement this new system, there may be temporary delays in responding to phone calls and emails. We apologize for any inconvenience this may cause and appreciate your patience during this transition period.

Once the new CRM is fully integrated, we'll be better equipped to:

• Efficiently track customer information.
• Promptly respond to support requests.
• Offer more personalized assistance

Our goal is to emerge from this transition with a more robust and efficient customer support process. Thank you for your understanding as we work towards a brighter future for all of us at Alarm Grid.

For customers with full central station monitoring, rest assured that our partnership with CMS and Rapid Response remains unchanged. Both monitoring stations will continue to provide the same professional service you've always relied on. Your system's security and response times will not be affected by this update.

If you're an Alarm Grid customer and you need assistance, send us an email at support@alarmgrid.com. We're still here, and still looking out for you and your system, we just may be running a little behind. If you have an issue or request that can't wait, give us a call at 1-888-818-7728. Our support hours are Monday - Friday from 9:00 AM - 8:00 PM EDT.

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

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

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

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

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

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

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

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

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

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

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

Scenario 3: Previously Registered Camera That Is Offline

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

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

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!