Service Announcements Posts

Welcome to the first post of 2021 from Alarm Grid! It's almost cliché to say by this point, but we're just as happy to transition into 2021 as you are. And we're looking to start the year off on the right foot by having our Florida team members return to the Alarm Grid headquarters.

Since Thanksgiving, our Florida office has remained closed, and virtually all team members who normally work here have instead been performing their regular duties from their homes. Only our satellite offices in Kentucky and Connecticut have remained active during this time. Well now it's back to business as usual, as we have transitioned back into our usual location. We are happy to be back, as while we love our homes, the office is really the best place for staying focused and providing our customers with the support and assistance they need.

One other small note as we leave 2020 behind, we know that normally we do a "Year In Review" blog post around this time, to look back on all the events that occurred. But unfortunately, that will not be happening this year. We actually had one planned out, but due to technical difficulties, the content was deleted, and we were unable to recover it. Also, there has been so much security news as of late that we really haven't had the time. Not to mention the fact that most people consider 2020 to have been a "below average" year, so we're sure that most of our readers are ready to move forward rather than look into the rearview. But if you were looking forward to that, then we do apologize.

With that out of the way, let's start thinking about what we can expect for 2021. Our three biggest manufacturers - Resideo, Qolsys, and 2GIG - all have big plans for the year. We expect this to be the year that the Honeywell Home PROA7PLUS Alarm Panel really comes into itself, as Resideo is expected to make local end user programming available for the system, and there is a good chance that Apple HomeKit support will also be added later this year. We've also heard that there will be a "stripped-down" version of the PROA7PLUS called simply the PROA7 that will not offer Z-Wave or WIFI connectivity unless added separately. And there have also been some small rumblings of a wired and wireless hybrid panel from Resideo that is tentatively being called the Honeywell Home PROH8PLUS.

Qolsys is likely going to debut their much-anticipated Qolsys IQ Hub in 2021. We were actually expecting it to hit the market in 2020, but that obviously never happened, possibly due to the ongoing pandemic. We have periodically asked Qolsys about the IQ Hub, and they continue to say that it should be available early this year. All signs point to it being released very soon. As we have mentioned before, we don't necessarily expect the IQ Hub to replace the IQ Panel 2 Plus, and instead it will be an option for users who don't really need all of the advanced features of the company's flagship alarm panel. We strongly recommend checking out this post to learn more about what may be coming for the IQ Hub.

Lastly, 2GIG is set to release their own brand-new security system, the 2GIG Edge, in February. The website promoting the upcoming panel is vague on details and specifications, but we're guessing that 2GIG is going to hold nothing back on their new panel. They have some very stiff competition with Resideo and Qolsys afterall. For more information on what the 2GIG Edge Security System might have to offer, please check out our initial post on the subject, where we made some interesting predictions and speculations based on information that is currently available.

Remember to stay tuned to our blog so that you can remain up-to-date on the latest security news and happening throughout 2021 and beyond. And if you ever need any help with your Alarm Grid System, or if you are looking to join Alarm Grid as a monitored customer, then please email us at support@alarmgrid.com. We're available to check your emails from 9am to 8pm ET M-F. Happy New Year, and we look forward to hearing from you!

Happy New Year! As you can tell from the title, we're discussing our holiday schedule. All Alarm Grid offices will be closing early at 6pm ET on Thursday, December 31st. We will remain closed all day Friday, January 1st. We will then reopen for business as usual on Monday, January 4th, 2021.

First, let us give the obligatory, "we're sorry for any inconvenience this may cause", but please understand that security experts also like to enjoy the new year! One place that will not be closing is our central station partner, Criticom Monitoring Services, and neither is Rapid Response for our monitored customers in Canada. These monitoring centers don't close for silly events like ringing-in the new year, and they will remain vigilant, protecting your homes and businesses like always.

Remember that we will not be answering our phones or checking emails while we are closed. If you need to contact us, then send an email to support@alarmgrid.com. We will do our best to reply back when we reopen on Monday, January 4th. But please keep in mind that we expect to be confronted with a large number of emails when we groggily cheerfully return to our offices on Monday. We may not reply early in the day, so we ask that you be patient. We promise that we will get to you as soon as we can!

If you need to reach Criticom to put your system on test mode or to cancel a false alarm then please call our number (888) 818-7728, and choose option number [9]. Similar inquiries for Rapid Response can be made by calling (800) 932-3822. Remember to only call the central station for relevant matters. They are extremely busy handling emergencies, so we want to prevent any unnecessary calls that may clog their phone lines preventing them from handling priority issues. Send all other matters to our support email, and we will take it from there.

To everyone, please have a fun and safe New Year Holiday, as we move on from what has surely been a historic year. We are just as ready for 2021 as you are. And please, stay tuned to our blog for the latest security news and happenings. Thank you so much for being a loyal reader in 2020, and we'll see you next year!

We have learned that Alarm.com has updated the video timeline used with their Streaming Video Recorder (SVR) devices. The changes were made to accommodate for the end of life of Adobe Flash, and to introduce the new Smart View feature. You can see the changes on the Alarm.com website.

With support for Adobe Flash ending after 2020, Alarm.com has updated the SVR Timeline on their website to now use native in-browser streaming. The most recent versions of recommended web browsers will provide the proper resources needed to support the feature. Alarm.com recommends using the latest version of Chrome, FireFox, Safari, or Edge with their services. Please note that the Microsoft Edge Legacy Browser cannot support the SVR Timeline if the browser version is less than Version 79. Alarm.com no longer recommends the use of the Microsoft Edge Legacy. Please see this post for more.

Additionally, Alarm.com has recently redesigned the SVR Timeline to accommodate its new "Smart View" feature. Smart View is an interactive video player that allows users to playback Alarm.com Camera recordings for up to four (4) cameras at a time. Users can also filter content to find important footage faster. Smart View also introduces a new activity timeline that shows system-wide events, such as doors and windows being opened, alarm panel arming and disarming, Video Analytics events, plus more. Keep in mind that the updated SVR Timeline is only accessible through the Alarm.com website. It cannot be accessed through the Alarm.com Mobile App. Current Alarm.com Streaming Video Recorders include the ADC-SVR122 and the ADC-CSVR126.

If you have any questions about the Alarm.com SVR Timeline, or if you are interested in starting new alarm monitoring service for use with Alarm.com, please email our team at support@alarmgrid.com. We check our email from 9am to 8pm ET M-F. We look forward to hearing from you!

In observance of Christmas Eve and Day, Alarm Grid will be closed Thursday, December 24th and Friday, December 25th. We will not be checking email or answering phone calls during this time. We will reopen on Monday, December 28th. We apologize for any inconvenience this may cause.

If you need to contact us while we are away, please email support@alarmgrid.com, and we will do our very best to reply back on Monday when we reopen. Please understand that we expect to have a large volume of emails in front of us upon our return, and many members of our team are still fighting illnesses. We ask you to please bear with us as we try to keep up!

Remember that our central station partner Criticom is open 24/7 every day of the year, and so is Rapid Response, the central station that services our monitored customers in Canada. You can still reach out to your appropriate central station if you need to cancel a false alarm or put your system on test mode. Criticom is best reached by calling our phone number (888) 818-7728, and choosing option [9]. Rapid Response can be contacted by calling (800) 932-3822. Please only call the central station for related matters. All other inquiries should be sent to our support email address.

We hope that everyone has a fun and safe holiday, whether you celebrate Christmas, another event, or nothing at all. We know that many of you may be reluctant to travel or visit with your family and friends this year. If you do decide to travel, make sure to arm your security system before you leave! We will see you again on Monday.

Alarm.com now offers an integration for Lennox iComfort WIFI Touchscreen Thermostats. This will allow you to control your compatible Lennox Thermostat from the Alarm.com platform using the website or mobile app. The integration offers the same control as other supported thermostats.

Please note that the supported models include those from the Lennox iComfort Lineup. These include the Lennox iComfort E30, the Lennox iComfort M30, and the Lennox iComfort S30. You can always reach out to us if you have any questions about smart thermostat compatibility for use with Alarm.com.

By completing the integration, you can perform a variety of functions for your Lennox WIFI Thermostat from the convenient Alarm.com Mobile App or website. The following features are listed as supported by Alarm.com:

• View Current Temperature
• View Current Mode
• View Current Setpoint(s)
• View Current Humidity
• View Current Fan Mode
• Change Setpoints
• Change Mode
• Change Fan Mode
• Request Status Update
• Complete Scene Integration

In order to get started, have your monitoring company apply the Lennox iComfort Integration to your Alarm.com account. Next, you need to pair your Lennox iComfort account with your Alarm.com account. This is what gives Alarm.com permission to control the thermostat. You must provide your Lennox username and password to complete the integration.

The process can be completed using the website or mobile app, though the steps are slightly different. If you are using the website, then you should choose Settings > Manage Devices > Add Device (upper right) > Thermostat > Lennox iComfort E30, M30, S30 Thermostat > Next > provide your Lennox login information > Login, and then follow the on-screen prompts.

If you are using the mobile app, then login to your account, and click the three (3) horizontal bars button > Manage Devices > + icon > Thermostat > Lennox iComfort E30, M30, S30 Thermostat > Next > provide your Lennox login information > Login, and then follow the onscreen prompts as instructed to complete the device integration.

Keep in mind that you will be required to accept the terms and conditions, which you can review on the screen. The device should successfully pair after the discovery process has been completed. Make sure that your thermostat is online and connected to the network before attempting the above steps.

If you have any questions about the Alarm.com Lennox iComfort Thermostat Integration, or if you are monitored through Alarm Grid and you need us to apply the feature to your account, or if you are interested in starting new monitoring service, please email our support team at support@alarmgrid.com. We are here to check your email from 9am to 8pm ET M-F. We look forward to hearing from you!

We have received word that Qolsys has released Firmware Version 2.5.4 for the IQ Panel 2 and IQ Panel 2 Plus Systems. The main highlights for this latest firmware update include fixes with the Z-Wave S2 Encryption Protocol, plus fixes regarding the use of LiftMaster Garage Door Control.

We do have one thing to mention for users of the Qolsys IQ Panel 2 Solar Integration. If you are using the IQ2 Solar Integration then, DO NOT UPGRADE TO 2.5.4. Instead stay on 2.5.3. However, if you want to use the LiftMaster Garage Door Integration instead of the Solar Integration, then you should upgrade to 2.5.4, but you will LOSE the Solar Integration. On Version 2.5.4, it is IMPOSSIBLE to use BOTH the Solar Integration AND the LiftMaster Integration. Qolsys has said that this will be fixed in Firmware Version 2.6.0, which should hopefully be available in the coming months. For now, if the Solar Integration is more important to you than a LiftMaster Integration, then just STAY ON 2.5.3. This ONLY applies to users of the Solar Integration. If you do not care about the Solar Integration, or if the LiftMaster Integration is more important to you, then UPGRADE TO 2.5.4. All things considered, MOST USERS WILL WANT TO UPGRADE TO 2.5.4. Keep in mind that there is NO WAY TO DOWNGRADE TO A LOWER FIRMWARE VERSION AFTER UPGRADING.

Before we get into all of the exciting new changes for IQ2 Firmware Update 2.5.4, we will first explain how to apply the firmware update to your Qolsys IQ Panel 2 or IQ Panel 2 Plus System. To get started, there are a few prerequisites to keep in mind. Your Qolsys IQ Panel 2 or IQ Panel 2 Plus must be on at least Firmware Version 2.0.1 or higher to apply the update. It must also be connected to WIFI, it should be receiving AC power from its plug-in transformer, and it should not have a low battery condition.

Now, this may get a bit confusing, but stick with us. Depending on which firmware version your IQ2 is currently running, it may be necessary to update in stages to get to 2.5.4. Start by considering which firmware version your system is currently running, and then take the appropriate action(s) based on what is outlined below. The important thing to remember is that your IQ2 must be already on 2.52 or 2.5.3 OR between 2.0.1 and 2.4.2 to upgrade directly to 2.5.4. If that applies to your system, then just go directly to 2.5.4.

For users on Version 2.5.0 or 2.5.1, things become a bit tricky. For these users, you need to upgrade to 2.5.2 or 2.5.3 first before you can get to 2.5.4. We recommend just updating to 2.5.2 and then going to 2.5.4, skipping 2.5.3. For information on updating to Version 2.5.2, please refer to this blog post. Once you are on 2.5.2 or 2.5.3, you can then follow the steps listed below.

Once you are on 2.5.2 or 2.5.3, or between 2.0.1 and 2.4.2, do the following:

• Start from the main screen of the IQ Panel 2 or IQ Panel 2 Plus.
• Swipe down the small grey bar at the top.
• Choose Settings > Advanced Settings.
• Enter your Installer Code. Remember that this code is 1111 by default.
• Choose Upgrade Software.
• Find Patch Tag, and enter iqpanel2.5.4. You must enter the patch tag EXACTLY AS DISPLAYED. Choose OK.
• Press Upgrade Using Network. If all the requirements have been met, the update will start.

Now, with that out of the way, we can start talking about what's new to 2.5.4. Here is a list of everything you can expect!

• An issue involving the 6.81.03 Z-wave Firmware Version, also referred to as the 6.81 Z-Wave SDK, has been fixed. The issue caused Schlage Z-Wave Plus Door Locks and the Honeywell T6 PRO Z-Wave Plus Thermostat to not function properly when S2 encryption was used. These devices should now work properly when enrolled using the S2 protocol.
• Corrections have been made to an issue that arose in Firmware Version 2.5.3 involving the use of LiftMaster Garage Door Control. The integration would not function properly from the panel UI. More information can be found in this document from Qolsys. Also, please see the message regarding the loss of the Solar Integration in 2.5.4 in the notes outlined above.
• An issue involving the LED status light on PowerG Smoke and Heat Detectors, namely the DSC PG9936, has been fixed. Previously, the status light would not reset after an alarm had been cleared when using Installer Mode or Test Mode on the panel. More information on the issue is available in this document released by Qolsys.
• The PowerG Radio Firmware has been upgraded to Version 80.34. This upgrade is designed to improve wireless communication, particularly when using multiple DSC PG9WLSHW8 PowerG Wired to Wireless Converter units.
• Z-Wave Plus 500-Series Z-Wave Switches from Cooper and Eaton are now supported by the IQ Panel 2. The newly supported switches include RF9601, RF9617, RF9640-N, and RF9642-Z.
• An issue involving PowerG Shock Sensors, namely the DSC PG9935, has been fixed. The issue occurred following a 15 minute placement test mode timeout. There have been further improvements made for false alarm prevention when shock sensors are paired as two (2) separate zones on the system.
• The 2.5.4 Update now allows PowerG Keypads, namely the DSC WS9LCDWF9, to sound Fire Alarms triggered in other system partitions, provided that the Global Fire Setting is enabled. Please see this FAQ for more information.
• PowerG Keypads, namely the DSC WS9LCDWF9, can now show special characters on their LCD screens if they are used as part of a Zone Description on the main Qolsys IQ Panel 2 Plus System.
• The Energy Optimizer for the system is now available locally on the IQ Panel 2. This is used to set Z-Wave thermostats and Z-Wave Plug-In Switches to reduce their energy usage during peak consumption hours. This feature should NOT be used alongside Alarm.com Thermostat Schedules. It is also NOT compatible with the "Give Back, Get Back" program offered by Alarm.com.
• Certain improvements have been made to the Help Videos as part of the Easy Install Wizard for the system.
• There have been small changes to facilitate support of Canadian ULC-S304 for Level II Residential and Level II Commercial Listings.
• A new setting for ULC Commercial Power Restoration is now available.
• PowerG Image Sensors, namely the DSC PG9934P and DSC PG9944, now take a picture upon the activation of a Fire Alarm or a Carbon Monoxide Alarm, for EU IQ Panel 2 Systems Only. Most United States users will not have this change applied. Furthermore, image sensors learned into Sensor Group 25 will also produce pictures if triggered while the panel is armed.
• If the EN Grade 2 Security Settings is Enabled, then User Codes will be hidden with dots, rather than showing the entered numeric code.

If you have any questions about Qolsys IQ Panel 2 Firmware Update 2.5.4, or if you are an Alarm Grid monitored customer needing help upgrading to Version 2.5.4, please email us at support@alarmgrid.com for assistance. This email is also good to use if you are interested in starting new monitoring service with Alarm Grid. Our support and planner teams are available from 9am to 8pm ET M-F. We look forward to hearing from you.

This information has been updated in a newer blog post!

Alarm.com is phasing out support for the Microsoft Edge Legacy Web Browser. Anyone using the browser to access Alarm.com may soon notice a pop-up message suggesting that they switch to a more optimized web browser instead. Alarm.com access will be denied entirely starting in February 2021.

According to Alarm.com, the appearance of the warning pop-up message suggesting the use of a different browser will appear to anyone who logs into Alarm.com using the Microsoft Edge Legacy Browser on or after Monday, December 21, 2020. The user will then be able to access their account like normal. This is being done to prepare users for the eventual plan to drop support for this browser entirely.

Then, starting in February 2021, any user who attempts to log-in using the Microsoft Edge Legacy Browser will be denied access to the Alarm.com servers entirely. The user will still be able to successfully access their Alarm.com account by using an approved web browser or the Alarm.com Mobile App on an Android or iOS device.

Alarm.com recommends using the latest version of Google Chrome, Mozilla Firefox, or Apple Safari to access their web servers. The latest version of Microsoft Edge is also supported and recommended for use with the Alarm.com website. Please note that Alarm.com dropping support for the Microsoft Edge Legacy Web Browser should not be confused with them dropping support for the Internet Explorer 11 Web Browser. Alarm.com dropped support for IE11 back in late June of 2020. You can read about that in this prior blog post.

Using a recommended web browser with the Alarm.com website will help ensure that you have the best possible end user experience. This includes optimized video viewing for Alarm.com Cameras and a better, smoother experience when using the Alarm.com website to control your security system. Alarm.com also promises fewer service disruptions when using the latest version of a recommended web browser, or the latest version of the Alarm.com Mobile App.

Alarm.com says that they will keep us informed regarding the upcoming Microsoft Edge Legacy Sunset, as well as the Adobe Flash Sunset. The Microsoft Edge Legacy Desktop App will reach its end of life on March 9, 2021. Adobe Flash is set to reach its end of life after December 31, 2020. We will update this blog if we learn any new important information regarding these respective sunsets.

If you have any questions regarding the use of Alarm.com, or if you are interested in starting new alarm monitoring service for accessing the Alarm.com platform, please email our team at support@alarmgrid.com. We're here to check and respond to your emails from 9am to 8pm ET M-F. We look forward to hearing from you!

Alarm Grid is aware of Technical Notification #55 that identifies possible premature low battery warnings for Honeywell Combination Smoke and CO Detectors. Affected products include the Honeywell 5800COMBO, the Honeywell SiXCOMBO, and the new Honeywell Home PROSIXCOMBO for the PROA7PLUS.

According to Technical Notification #55 from Resideo, most instances of a premature low battery condition occur after replacing the batteries in a Honeywell 5800COMBO, Honeywell SiXCOMBO, or Honeywell Home PROSIXCOMBO. This notice pertains only to a low battery condition that occurs immediately, or almost immediately, after replacing the batteries in a sensor that has been in use for several years.

Each of the aforementioned combination smoke/CO detectors uses four (4) lithium 3V CR123A batteries for power. These should be Panasonic batteries only, per Resideo. A premature low battery condition is when the sensor falsely indicates that the batteries inside the sensor are low on power, and a corresponding trouble condition is displayed for the associated zone(s) on the panel. But while the sensor is falsely indicating low batteries, the actual reality is that the batteries are still at, or near, full power.

Resideo states that the false low battery condition is the result of intermittent connectivity between the batteries themselves and the nickel battery contact points inside the sensor's battery compartment. The best way to verify that the low-battery condition is indeed false is to take a voltmeter reading of the batteries. If you find that the reading for each battery is at or above 3V, then you can confirm that the low battery condition is false. Any one of the four (4) batteries that reads below 3V could cause a low battery indication.

Additionally, Resideo suggests taking the following steps to see if a low battery trouble condition can be cleared:

• Make sure each battery is properly seated and secured in its holder.
• Make sure the battery contacts are snug with no movement.
• Make sure the battery as well as the battery contacts are clean, and wipe them with alcohol or a mildly abrasive cloth if necessary.
• Remove and reinstall the batteries to try and clear the trouble condition.
• Replace old batteries with fresh ones to see if the trouble clears.

As a reference, the aforementioned sensors will typically report a low battery condition once the detected voltage drops below 2.3V. If you have a premature low battery condition on one of these sensors that you cannot otherwise clear, then make sure to check the batteries regularly and replace them as soon as necessary. If possible, try performing the steps above to see if you can correct a premature low battery condition. It may be necessary in a worse case scenario to replace any sensor affected by this condition. Attempting to use a sensor displaying a consistent low battery trouble is certainly not ideal, even if that condition is known to be false. Remember that these are life-safety sensors, so keeping them consistently powered on and functioning properly is crucial.

If you are an Alarm Grid customer and have any questions about this issue, then please do not hesitate to email our support team at support@alarmgrid.com. We check our email from 9am to 8pm ET M-F. We look forward to hearing from you!

Alarm.com is back again for the holiday season, as users will once again be able to have Santa appear in screenshots for their Alarm.com Security Cameras. This feature is great for sharing with young family members, as well as for as anyone who loves Christmas and wants to get in the spirit.

The "Santa Security" feature is available on both the Alarm.com website and mobile app. If you are using, the Alarm.com Mobile App, then you may want to verify that you are using a high enough version. For iOS users, Version 4.17 or higher is needed. Android users need at least Version 4.15.1. Remember you can download the app for free from either the Apple App Store or the Google Play Store. And of course, you will need a monitoring plan that includes access to Alarm.com for video surveillance, such as an Alarm Grid Platinum Plan.

To get started, just open the Alarm.com website or mobile app, and then enter the Cameras Menu. Select the video feed for one of your compatible cameras, and then click on the icon of Santa. You can select from a few different Santa images to insert into your camera's screenshot. The Santa image you select can be positioned wherever you like, and you can also resize the Santa image to better fit the setting. Then all you have to do is download the altered picture and share it with your friends and family to show them that Santa visited!

Of course, this isn't capturing the real Santa on your Alarm.com Security Cameras. Santa is much too fast for that, so it won't work if you try to get video of the real Kris Kringle himself. But this is certainly a nice alternative. The feature will be available from December 7th through December 31st. That should give you plenty of time to produce a Santa image to show your kids, loved ones, and anyone else who loves Christmas. No special sign-up is required. All you need is a compatible Alarm.com Camera and a video monitoring plan.

If you have any questions about the Santa Security feature for Alarm.com, then please reach out to us be emailing support@alarmgrid.com. Our team is happy to answer any questions you might have about the Santa feature, or about Alarm.com service in general. This email is also good to use if you want to start new monitoring service. It's not too late to set up an Alarm.com Security System with a camera so that you can enjoy the Santa Security feature this year. As always, we look forward to hearing from you. Happy holidays 2020!

Alarm Grid has been hearing reports from 2GIG GC3 and 2GIG GC3e users with trouble conditions that they cannot clear. According to reports, these unclearable errors only occur on these systems when Smart Area Partitioning is enabled. While inconvenient, they shouldn't cause much issue.

When a "trouble" condition appears on a 2GIG GC3 or 2GIG GC3e with partitions enabled, the "Smart Areas" menu button on the panel will appear yellow. Normally, you fix the trouble condition itself first. Then, you acknowledge the trouble by clicking on Smart Areas, entering your Master Code, and clicking the "speech bubble" next to the partition associated with the trouble. Then the trouble should clear, and the Smart Areas button should return to its usual blue state, indicating that everything is normal. More information on the trouble-clearing process can be found in this FAQ.

In the case of our customers who have reported this issue, they received a valid trouble condition of "Console Broadband Network Failure" or "Cellphone Communication Failure" appearing on various Smart Areas of their GC3 and GC3e systems. Because this was a system trouble, it showed up on multiple partitions. The trouble condition was then resolved successfully, as evidenced by the ability to send successful test signals via all communication paths to Alarm.com. However, the trouble message became stuck in multiple partitions and could not be cleared by any means.

Alarm Grid was able to replicate a similar issue through a relatively unique method. We found that if you enrolled a sensor with a GC3 or GC3e, put the sensor into a trouble condition (e.g. loss of RF supervision, cover tamper, etc.), and then deleted that sensor from the system without ever correcting and clearing the trouble condition, then the same situation would occur. Whichever partition the sensor was assigned to would be stuck with a permanent trouble condition that could never be cleared, regardless of which troubleshooting method was attempted. Of course, this would rarely happen in practice, as a responsible user would fix a trouble condition before intentionally deleting a sensor. But nevertheless, we were able to replicate a similar problem in practice.

Various methods have been attempted to fix this issue, but nothing has worked at removing these seemingly unclearable troubles. Some of the methods attempted have included disabling and then reenabling partitions, powering down the panel for a hard reboot, performing a reboot through System Manager, upgrading the firmware version, and factory defaulting the system. Users have reported that once they acknowledge the error that the panel stops making any audible sounds associated with the trouble condition, but still, the Smart Areas button remains a disturbing yellow color.

Not every GC3 and GC3e with partitions enabled appears to be affected. From what we can tell, only a small number of these systems are displaying such an error. Either that, or most users have chosen simply to ignore the issue, and not report it to us. Most of our monitored customers with a GC3 or GC3e have not reported this issue. But the ones who have reported the issue have left us at a loss for a solution. We apologize to these users, as we know how frustrating this can be. We don't often encounter issues we can't solve with a little bit of thinking, but this is one of those rare cases where we are just as confused as you are.

While this issue is annoying and bothersome, it doesn't appear to have any major impact on the performance of the system. The GC3 or GC3e System will still report to Alarm.com as intended, and it can still be relied upon for security and life-safety purposes. The one pressing factor though is that this issue can make it difficult for a user to determine when in fact there is a legitimate trouble condition on their system. Most GC3 and GC3e users who use partitions rely on the Smart Areas button to tell them if something is wrong. If it's blue, then everything is okay. But if it's yellow, then something needs their attention. This is a pretty simple check, and when it's not functioning properly, it's understandably frustrating.

Unfortunately, we do not have a solid fix for this problem at the current time. But luckily, if a new trouble condition occurs, the system will provide a trouble beep locally. It will continue to beep until a user acknowledges the new trouble condition. In addition, if you have trouble notifications enabled through Alarm.com, then you will also receive a new trouble notification via text, email, and/or push notification should any new issues arise. Nortek and 2GIG have been apprised of this error, and advise they are working on a fix.

Our reports indicate that this issue is still present in both the latest GC3 Firmware and the latest GC3e Firmware. The highest firmware currently available for these panels is Version 3.2.5, and even systems on this latest firmware have been shown to be affected. We are hopeful that 2GIG and Nortek will release a fix for these unclearable trouble conditions in Firmware Version 3.2.6. But unfortunately, we have not yet received any indication that such a fix will be implemented. We also have no release date for Version 3.2.6 at this time. Again, we apologize for any inconvenience.

If you are affected by a trouble condition that you cannot clear, make sure to try the conventional methods of clearing it first. Correct the cause of the trouble, and then acknowledge the trouble by following the the steps in the FAQ linked earlier in this post. If you still can't clear the trouble, then please, report it to our support team by emailing support@alarmgrid.com. Your data is valuable to us in reporting the problem to 2GIG and Nortek so that a fix can be implemented. Our support team is available to check and respond to emails from 9am to 8pm ET M-F. As always we look forward to hearing from you!