Service Announcements Posts

Just weeks after their last update, Alarm.com is already touting a new mobile app version for both Android and iOS. This time, it's Version 4.14. It will offer some new features and stability fixes. Users should upgrade as soon as possible once available. The update should be released soon.

The main upgrade featured in Alarm.com Mobile App Version 4.14 involves the Alarm.com Doorbell Cameras. Specifically, these are the SkyBell ADC-VDB101 and SkyBell ADC-VDB102 Round Doorbell, as well as the SkyBell ADC-VDB105 and SkyBell ADC-VDB106 Slimline Doorbell. Mobile App Update 4.14 adds new actions to the Doorbell Call Menu within the app. This will allow users to more quickly respond to visitors.

Through the Doorbell Call Menu, users will be able to adjust their lighting devices, control their garage doors, and even arm their systems. Previously, the Doorbell Call Menu only allowed users to disarm their systems and operate Z-Wave door locks. We expect that this increased functionality will prove to be very useful for end users who have video doorbells set up for use with the Alarm.com.

And like always, a new update should provide general stability improvements and a more consistent end user experience overall. That is why we recommend updating to the latest version as soon as it is available. Alarm.com tends to have somewhat of a delay between announcing new app updates and actually releasing them. Don't be surprised if Version 4.14 isn't released for several days from now.

If you have any questions about Alarm.com, or if you are interested in starting Alarm.com monitoring service, please reach out to us! We would be happy to help you get started with your own Alarm.com Security System for your home or business. The best way to contact us is to email support@alarmgrid.com. We check our email from 9am to 8pm ET M-F. We look forward to hearing from you!

We have heard reports lately of RF supervision troubles on 2GIG GC2e and 2GIG GC3e Systems, particularly for zones set up with encrypted 2GIG eSeries Sensors. Upon further testing, we have learned that eSeries Zones configured with incorrect Equipment Codes can cause supervision trouble.

Equipment Codes are somewhat of a unique quirk for 2GIG Security Systems. This numeric code identifies the model number of the wireless sensor that is being used. It should not be confused with the sensor's Serial Number, which is unique for each individual sensor. You set the Equipment Code when programming a new zone. Alarm Grid has helpful guides available for programming a GC2e zone and programming a GC3e zone.

The following table contains the current list of eSeries Equipment Codes:

Before the rise of 2GIG eSeries Encrypted Sensors, the Equipment Code setting on a 2GIG System was largely seen as a formality. The general practice was to find the corresponding sensor if available, but generally not worry about it very much if you couldn't match it exactly. Some third-party sensors do not have their own Equipment Codes, and an "equivalent" is usually selected instead. For example, the Honeywell 5800MINI and the VERSA-2GIG can both just use the Equipment Code for "Existing Door/Window Contact", rather than finding an exact match.

But for the 2GIG eSeries Sensors, the Equipment Code selection is actually very important. Failing to set the exact corresponding equipment code can result in the system displaying an RF supervision loss trouble condition for the associated zone. This trouble is typically used to identify that the system has lost communication with the sensor, due to either the sensor powering down from a dead or missing battery, or the sensor being taken out of wireless range. But it seems that the GC2e and GC3e cannot properly supervise a 2GIG eSeries Sensor with an improper Equipment Code. More information can be found in this FAQ.

Missing Equipment Codes are more common for third-party sensors not produced by 2GIG. For a 2GIG Sensor, you should almost always have a direct Equipment Code selection available. And the 2GIG eSeries Sensors are still quite new, so 2GIG made sure to put in Equipment Codes specifically for each of these sensors. However, you may be unable to find an Equipment Code for a brand-new eSeries Sensor if your 2GIG System isn't on the latest firmware version. Adding support for new sensors is a major part of most 2GIG Firmware Updates. You can view our GC2e Firmware Page here, and our GC3e Firmware Page here.

If you need any help programming a GC2e or GC3e wireless zone, then make sure to check out the programming FAQs we linked earlier. Alarm Grid monitored customers can also receive additional free support by emailing support@alarmgrid.com. This is also a great email to use if you are interested in signing up for new monitoring service. We check our email from 9am to 8pm ET M-F. We look forward to hearing from you!

A small town in Texas may become the latest location to begin enforcing alarm system permits. Buda, TX, located south of Austin, TX, is considering a new ordinance that would require local residents and business owners to pay for permits to operate monitored security systems in city limits.

The proposed ordinance includes fees for applying for alarm permits, as well as listed penalties for causing false alarms and/or operating a system without a permit. According to the proposal, a residential alarm permit would cost $25, while a commercial alarm permit would cost $50. Government and educational locations would be exempt from these fees. Similar alarm system policies currently exist in nearby San Marcos, TX and Kyle, TX.

The false alarm penalties mandated by the proposed ordinance are rather relaxed. The first three (3) false alarms within a 12-month period would result in warnings, provided that the user has a system permit. The fourth and fifth false alarms for a registered system within a 12-month period would each result in a $50 fine. The sixth and seventh false alarms for a registered system within a 12-month period would each result in a $75 fine. Any eighth alarm and beyond for a registered system within a 12-month period would result in a $100 fine. And any alarm from an unregistered system would result in a $250 fine.

The ordinance also lists some exemptions for fines and fees:

• The false alarm was an "act of God".
• The false alarm was the result of the telephone (POTS) company.
• The false alarm was caused by a power outage of longer than four (4) hours.
• An alarm dispatch was not the result of a false alarm.
• The law enforcement response did not occur within thirty (30) minutes of the dispatch request.

Alarm Grid understands the need for certain jurisdictions to mandate and enforce security system permits. Preventing false alarms and preserving the resources of local emergency services is something we take very seriously. But it is also important to consider that these permits and mandates can make it harder for users to protect their homes and businesses. We ultimately hope that Buda, TX does not decide to pass this ordinance, but we will lawfully comply with whatever decision is made.

When you sign-up for monitoring service with Alarm Grid, we always make sure to check for such policies in your the local area where the system will be used. We want all of our customers to use their systems legally and within the guidelines of any mandates set within the confines of their local jurisdictions. We also work to empower our customers and help them understand their systems so that they can prevent false alarms. Alarm Grid customers are also encouraged to check out this guide on false alarm prevention.

For more information about signing-up for monitoring service and false alarm prevention, please email us at support@alarmgrid.com. We check our email from 9am to 8pm ET M-F. We look forward to hearing from you!

The jurisdiction of Sandy Springs, GA will continue imposing monetary fines against monitoring providers for false alarms that occur on the properties they service. The controversial decision to uphold the prior ruling was recently made by the US Court of Appeals for the Eleventh Circuit.

According to the court, false alarm fines imposed by the jurisdiction of Sandy Springs, GA against monitoring providers are justified. The decision to uphold the prior ruling was based on the grounds of preventing false alarms and reducing the waste of city resources. Sandy Springs, GA will continue to maintain its existing ordinance of escalating false alarm fines.

Based upon the current ordinance, the following false alarm fines in Sandy Springs, GA are enforced by the jurisdiction:

• $25 for the 1st False Alarm
• $250 for the 2nd and 3rd False Alarms
• $500 for the 4th and Every Subsequent False Alarm

These fines are to be imposed against monitoring service providers, not actual end users. In addition, the public safety departments for Sandy Springs, GA will not respond to any alarm from a property that has had its fourth (4th) false alarm event within a two (2) year period. This no response period will last for one year after 4th false alarm event in the 2 year period.

Imposing fines for false alarms from security systems is nothing new. However, charging the monitoring company for a false alarm is rather unusual. Last year, the state of Tennessee outlawed fines against security companies for false alarms. The signed bill in Tennessee only allows actual end users to be charged for excessive false alarms, not monitoring providers.

At Alarm Grid, false alarm prevention is something we take very seriously. We strive to provide our customers with all the tools and resources they need to prevent false alarms. Some of the practices designed to prevent false alarms include setting appropriate Entry and Exit Delay periods, using panel Arm-Confirm features, and enabling Alarm Report Delay if needed. Alarm Grid also supports various security panels that meet the standards mandated by CO-01 of the Security Industry Association (SIA) for false alarm prevention.

However, charging monitoring providers fees for false alarms only makes it more difficult for companies like us to do business. We do our part to empower customers and help them fully understand their system so that they can prevent false alarms on their own. From there, it's up to the end user to implement these advised best practices so that false alarms can be avoided. Ultimately, rulings like this can punish Alarm Grid for mistakes that are not our own.

Alarm Grid believes that preventing false alarms and unnecessary emergency dispatch is the shared responsibility of both the monitoring provider and the end user. The last thing we want is to waste the time and resources of local police departments. Our technicians are trained to set up systems so that false alarms are kept to an absolute minimum. And we are more than happy to provide assistance to any monitored customer in false alarm prevention.

Preventing false alarms entirely is the best solution for everyone involved. It prevents local authorities from wasting time and resources. And it prevents Alarm Grid and end users from receiving unwanted fines and penalties. We understand that mistakes are occasionally made. But it is our goal to minimize any false alarms. As a home and/or business owner using an alarm system, that should be your goal as well. It takes a committed effort from all parties.

But strict false alarm policies like those enforced by Sandy Springs, GA do not help in the matter. The vast majority of end users are not looking to cause false alarms or intentionally create inconvenience for their local authorities. Almost every false alarm or unnecessary dispatch is an innocent mistake that can be prevented with more careful planning and better attention to detail. Punishing alarm providers like us is an ineffective solution to the issue.

If you have central station monitoring service through Alarm Grid, then we invite you to reach out to us for false alarm prevention tips to prevent unwanted fines and wasted resources. You can also view this guide on false alarm prevention. We have many tips to share, so please reach out to us by emailing support@alarmgrid.com. We check our email from 9am to 8pm ET M-F. We look forward to hearing from you!

Alarm Grid customers who receive central station service through CMS can now follow a new process for setting up an account with MyAlarms.com. This process is more streamlined, and it makes it much easier and more convenient to get started. Now is a great time to build a MyAlarms.com account!

If you are not familiar with MyAlarms.com, it is a service platform available for those receiving central station service through Criticom Monitoring Services (CMS). Criticom is the official central station partner of Alarm Grid. All of our customers who receive central station monitoring service for homes and/or businesses in the United States are protected by CMS.

By using MyAlarms.com, you can access your personal account to put your system on test mode, view your account information, and access your signal history, all without having to call CMS. This is extremely convenient, and it helps CMS to keep their lines free for real emergencies that require immediate attention. We very strongly recommend using this complementary service if you receive central station service through Criticom.

To get started with MyAlarms.com, the first thing to do is visit the MyAlarms.com website and click on the "Create New User" button at the bottom. Next, you will need to provide both your CS#, which is your unique number associated with your CMS account, as well as your false alarm passcode. Remember that your false alarm passcode is the secret verbal code you use to tell a central station operator that everything is alright in the event that they call you.

If you need to obtain your CS#, then you should call Alarm Grid at (888) 818-7728 and choose option [9] to be automatically re-routed to CMS. From there, CMS will ask you for both your monitored address and the false alarm passcode on your account. They will then be able to provide you with your CS#. We recommend keeping your CS# and storing it in a safe location. Remember, you can call Alarm Grid and choose option [9] to be re-routed to CMS at any time. It does not need to be during our normal business hours. CMS is 24/7/365.

After providing your CS# and your false alarm password, you will then need to build your user account. This will include choosing a user name for logging in, as well as providing your first name, last name, and email address. Once you click the "Create" button after that, your user account will be successfully created. You will then receive a confirmation email at the email address you provided. Click on the verification link, and use the temporary password to log in. You will then be ask to set a permanent password for your MyAlarms.com account.

Once you have built your MyAlarms.com account, you can use your username and password to perform all of the aforementioned activities. This should be your go-to spot for all things related to your CMS account. Most notably, this is the easiest and best way to put your system on test mode when testing your system. Alarm Grid recommends testing your. system once a month. So make sure to take advantage of this awesome resource!

If you have any questions about MyAlarms.com, or if you are interested in signing-up for Alarm Grid monitoring service, please email us at support@alarmgrid.com. Our team is happy to help you get started! We check our email during our regular business hours of 9am to 8pm ET M-F. We look forward to hearing from you!

If you have a home or business in Canada, and you are looking to receive central station monitoring service, then Alarm Grid is happy to help! Our company is proud to provide service through Rapid Response Monitoring Services (RRMS). We offer many system options for users in Canada.

Rapid Response has been protecting US and Canadian homes and businesses since 1992. The company consists of more than 550 highly trained experts who are dedicated to providing top-quality monitoring service for end users. Alarm Grid has hand-picked RRMS for the protection of our customers in Canada due to their proven success, expertise, and overall reliability.

There are currently two (2) central station locations operated by RRMS. These monitoring centers are located in Southern California (Rapid West in Corona, CA) and New York State (Rapid East in Syracuse, NY). Both monitoring centers are state-of-the-art, and they operate 24/7 for the protection of end users. We are highly confident in their ability to provide outstanding service at all times.

When an alarm or other important system condition is received by RRMS, a trained expert will immediately take action based on what is listed for the end user's monitoring account. This can include requesting immediate emergency dispatch, contacting the end user to make sure that everything is alright, or following other predetermined instructions. RRMS takes special precautions to prevent delays and ensure that help is sent out as soon as possible.

Having two (2) independent monitoring centers provides added redundancy for end users receiving central station service through RRMS. If one monitoring center goes offline for any reason, all incoming signals will be re-routed to the other monitoring center to ensure that end users receive the help that they need. This aspect was essential in Alarm Grid choosing to work with RRMS.

Although the RRMS monitoring centers are located in the United States, they will have no trouble reaching out to jurisdictions throughout Canada and providing necessary assistance. Remember, the exact location of a monitoring center is not very important. What is important is that the monitoring center is able to reliably receive incoming signals and take appropriate action when emergencies occur. And RRMS has that aspect nailed.

It is important to remember that Alarm Grid customers who receive central station monitoring service in the United States will continue to receive service through Criticom Monitoring Services (CMS). We are extremely confident in both our primary monitoring partners CMS for customers within the United States, and RRMS for customers in Canada. To learn more about CMS, we recommend checking out this helpful FAQ.

Of course, a good monitoring station is only one step in the process. You also need a capable security system that can reliably send out signals. And Alarm Grid has that aspect down as well. The options for users in Canada are slightly different than those for users in the United States. We'll cover some of the most popular options below, but we recommend checking this blog post for more complete info on what we can offer for users in Canada.

The ultimate option for Alarm Grid Monitoring Service in Canada is arguably the AT&T LTE Version of the Qolsys IQ Panel 2 Plus. The reason why this system works so well is because its built-in AT&T LTE Communicator will roam to the Rogers LTE Network in Canada with no extra charges. And since it also has built-in WIFI, you will get dual-path connectivity right out of the box. Just remember that your will need a monitoring plan that includes cellular service.

If you are looking to save money with internet-only monitoring, then the Honeywell Lyric is a great option. Unlike the Alarm.com Panels, the Lyric System can connect with the Resideo AlarmNet360 Servers through exclusively internet protocol (IP), without having a cellular communication path set up. This can save you money, as IP-only plans are typically less expensive than cellular plans. But remember, an internet outage will leave you unmonitored!

Also keep in mind that it is possible to receive alarm monitoring without service through a central station. This is called self-monitoring, and it involves having the end user receive text and/or email alerts when system activity occurs. Using this option it is solely up to the end user to request their own help in an emergency situation. Alarm Grid offers various self-monitoring plans if you do not want to receive central station service through Rapid Response.

If you have any questions about Rapid Response, or if you want to learn more about security panels or alarm monitoring service in general, please reach out to us! The best way to contact our team is to email us at support@alarmgrid.com. We check our email during our usual business hours of 9am to 8pm ET M-F. We look forward to hearing from you!

Note: If you receive central station service through Rapid Response, make sure to save the phone number (800) 932-3822 in your phone. This the phone number that RRMS will use to call you in the event of an emergency. It is very important that you know that this number is not a telemarketer!

Alarm Grid has learned that Qolsys has uncovered some issues with their current Z-Wave firmware (6.81.03) for the IQ Panel 2 and IQ Panel 2 Plus. They are currently working on a new patch tag update to replace 6.81.03. However, the new update patch has not yet been made available.

Qolsys released Z-Wave Firmware Update 6.81.03 to provide the IQ Panel 2 with the Smart Start feature and to upgrade the system's Z-Wave security protocol to S2. Alarm Grid previously covered the 6.81.03 Z-Wave Firmware Version in this prior blog post. Our post specifically focused on the Smart Start feature, but it did provide information on the required Z-Wave firmware version.

Unfortunately, there have been compatibility issues between Z-Wave Firmware 6.81.03 and various Z-Wave devices. The only device that we know for sure has experienced issues with the system is the August Smart Lock Pro. But it is certainly possible that other Z-Wave devices may be affected. We have also confirmed that the August Smart Lock Pro will work fine on IQ2 Systems that have not yet had the 6.81.03 Patch applied.

With the issue in mind, we recommend NOT upgrading to Z-Wave Firmware Version 6.81.03. In fact, Qolsys has removed the 6.81.03 Patch Tag from their servers, making it virtually impossible to apply this update. But if you were planning to apply the update using a different method, such as an SD card, please do not proceed with that action. Just hang tight on the current Z-Wave firmware until the new patch is available.

We also understand that many people have already applied the 6.81.03 Patch. We are disappointed to say that there is no way to "roll-back" or "downgrade" the Z-Wave Firmware to an older version. We apologize for any inconvenience that this may cause. But it is our understanding that most Z-Wave devices should not experience any problems on 6.81.03. If your Z-Wave network is still working as normal, then you should have nothing to worry about.

Alarm Grid does not currently have an ETA on when the new Z-Wave patch tag will be made available. However, we expect that it will be fairly soon. Qolsys is usually very quick and diligent about rolling these things out, and we're sure it is a top priority for the. We will post an update blog after the update has been made available. We then recommend upgrading your system's Z-Wave firmware to the new version as soon as you can.

If you have any questions about the Qolsys IQ Panel 2 or its Z-Wave firmware versions, you can reach us for support@alarmgrid.com. That email is also great if you are interested in starting new monitoring service. We check our email from 9am to 8pm ET M-F. We look forward to hearing from you!

We have learned that a new firmware update for the 2GIG GC2e is now available. Firmware Update 1.23 brings support for the 2GIG IMAGE3 Image Sensor (transceiver module required), the ability to program 6-digit codes, and enhancements for the 2GIG TS1 Keypad (transceiver module required).

It is important to note that although the 2GIG GC2e is updated in the same manner as its predecessor, the 2GIG Go!Control GC2, it has its own set of firmware updates. This new update, Firmware Update 1.23, is only available for the newer 2GIG GC2e System. You will not be able to apply this update to an original 2GIG GC2. Of course, you can always upgrade to the newer GC2e if you really want the update!

As far as new functionality is concerned, Firmware Update 1.23 has a few things to offer. The biggest addition is the new ability to use the 2GIG IMAGE3 Image Sensor (ADC-IS-300-LP) with the 2GIG GC2e System. Traditionally, this image sensor was only compatible with the 2GIG GC3 and 2GIG GC3e. But now you can use it with the GC2e as well. Another big aspect of Firmware Update 1.23 is that it includes various enhancements and upgrades for the 2GIG TS1 Touchscreen Keypad when used with the 2GIG GC2e System.

It is important to note that the TS1 Keypad, as well as any image sensor used with the 2GIG GC2e, will require that the panel has a 2GIG XCVR2-345 Transceiver Module installed. This add-on allows the 2GIG GC2e to support the 2-way communication needed to interface with the TS1 Keypad and image sensor units. However, adding a 2GIG XCVR2-345 Transceiver Module to a 2GIG GC2e will remove the panel's ability to interface with 2GIG eSeries Encrypted Sensors. Instead, only non-encrypted 345 MHz sensors, such as 1-way Honeywell 5800 Series Sensors and 2GIG 345 MHz Sensors, will be supported.

According to 2GIG, an update patch for the 2GIG XCVR2-345 will soon be made available to allow the GC2e System to simultaneously support encrypted 2GIG eSeries Sensors, as well as compatible 2-way devices like image sensors and the TS1 Keypad. At the time of this writing, the update patch is not yet available. However, we will provide an update once more information is made available.

Other than that, any new additions from 2GIG GC2e Firmware Update 1.23 are relatively minor. The only other new function is the ability to program 6-digit user codes for the panel and compatible Z-Wave door locks. And like most firmware updates, GC2e Version 1.23 will provide general stability fixes and improvements in performance. Therefore, we recommend that all 2GIG GC2e owners download the update at their earliest convenience.

The easiest way to receive Firmware Update 1.23 is to have it pushed down to the panel from Alarm.com. You can contact your monitoring provider to receive the update. If you are monitored by Alarm Grid, you can email us at support@alarmgrid.com to request the update. You should have your GC2e System powered on an connected with the Alarm.com servers. Since the GC2e does not support IP connectivity and can only connect with Alarm.com across cellular, a small fee will be required to push the update from ADC. This charge will be applied to your next monitoring bill.

Of course, you can also provide the update locally using the 2GIG UPCBL2 Firmware Updater Cable or the 2GIG UPDV Easy Updater Tool. If you are monitored by us and have questions about updating your monitored GC2e locally, or if you have questions about the update in general, please contact us at the same email, support@alarmgrid.com. We check our email from 9am to 8pm ET M-F. We look forward to hearing from you!

Update July 13, 2020: There has been a delay in the release of the update. We are hopeful that it will be made available soon. Stay tuned for further updates and information.

Update July 23, 2020: The update now appears to be available.

A new Alarm.com Mobile App update, Version 4.13.1 should be made available in the coming days. This comes approximately a month after the previous update. The update will be available for free download from both the Google Play Store and the Apple App Store. We recommend downloading ASAP.

There are a few minor new inclusions with Alarm.com Mobile App Version 4.13.1. For one, customers enrolled in any cost-saving Give Back, Get Back demand response programs for smart thermostats will be able to know more easily when such energy-saving events are taking place. Alarm Grid has discussed these cost-saving programs before. In particular, we have posted about the demand response program for Baltimore Gas & Electric, as well as one for LADWP. We recommend checking with your local power supplier to see if any similar programs are available for you.

Another change is that iOS users with video monitoring service will now be able to swipe down with two fingers to quickly select multiple saved video clips at once. This is done conveniently from the Video and Doorbells Menu screen. Meanwhile, Android users are also getting their own update that makes their experience when adding a new video device identical to that of the Alarm.com iOS platform. Users will need to update the WIFI settings for the Android device outside of the ADC App to find the WIFI network for the video device.

Lastly, the update includes some bug fixes and some general minor enhancements for both Android and iOS versions. This should result in a smoother experience overall. Like we said, the update, Version 4.13.1, should be made available in the coming days. If you have any questions about this update, or if you are looking to get started with alarm monitoring service with access to Alarm.com, please email us at support@alarmgrid.com. We check our email from 9am to 8pm ET M-F. We look forward to hearing from you!

Back in mid-March, our headquarters shut down due to health & safety concerns from COVID-19. The vast majority of our support, planning, and content teams transitioned to working from home. Well today marks a big step forward, as our headquarters has fully reopened with everyone returning!

As you may recall, we did a partial reopening last month, with our management and content staff returning to the office. Meanwhile, our support technicians and security system planners continued diligently working from home. But today represents the final step of our transition back, as the rest of our team will return to the office and resume business as usual.

We understand that many American businesses have struggled making a safe and efficient transition during this once-in-a-lifetime pandemic. However, we are thrilled to say that Alarm Grid handled this transition beautifully, with minimal disruption and inconvenience. Our team continued providing the best support in the industry to protect homes and businesses of all kinds. We are very proud of our entire staff for the role they played in making this possible.

Now that we are all back in the office, we highly doubt that you (the end user) will notice anything different. We will continue answering phones and emails just like we have been while we were working from home. The only difference is that we will be wearing proper office attire instead of our pajamas. And hopefully, we'll have some more videos ready for you soon, with some familiar faces returning!

The COVID-19 Pandemic has really been an eye-opening for all of us. But we feel extremely fortunate and grateful that Alarm Grid was able to push full-steam ahead without missing a beat. We even helped many homeowners, who were bored to tears hanging around their houses, finally set up their alarm panels that they had been putting off installing. And you can bet they were surprised to learn it was super easy. See, there are positives in every situation!

If you want to join the thousands who have already taken control of their security systems with DIY monitoring from Alarm Grid, or if you are an existing customer with questions about your system, please reach out to us by emailing support@alarmgrid.com. Our team (now back in the office) checks email from 9am to 8pm ET M-F. You may also call us at (888) 818-7728 during those same business hours. We look forward to hearing from you!