Service Announcements Posts

We have recently heard about an issue affecting Ubiquiti UniFi Access Points. These access points (APs) have a feature called "Auto Optimize Network" that prevents certain security systems from connecting. The feature must be disabled in order for the panel to reconnect with the IP network.

At this time, we have only confirmed that the Honeywell Lyric Alarm System is affected by this issue. Other alarm panels may also be affected, but we have not been able to test. Once the Ubiquiti UniFi AP has the feature enabled, the panel will lose its connectivity with the network. If the panel has cellular backup, then it will remain monitored using that communication path. But if the panel has IP-only service, then it will lose its ability to send out signals to a monitoring platform like Total Connect 2.0 or Alarm.com.

We have received reports from some customers that Ubiquiti has pushed down an automatic update that auto-enables the "Auto Optimize Network" feature. Once that happens, a Lyric System will lose its connectivity with the local WIFI network, even if it is configured with the proper SSID and password. Other systems may also experience a similar issue, but we have only received reports about this affecting the Lyric. The solution is to disable the "Auto Optimize Network" in the UniFi device network settings.

It is recommended that you keep the Auto Optimize Network feature on any Ubiquiti Access Point disabled to prevent connectivity loss for your security system. As long as the feature is disabled, you should not experience any connectivity issues for the system We recommend reviewing the manual for your Ubiquiti UniFi Access Point device for information on how to disable the feature in network settings. As we are not dealers for Ubiquiti products, we cannot provide technical support for this issue. But we can help you reconnect your Lyric System to WIFI after you have disabled the setting.

For more information on this issue with Ubiquiti Access Points, please review this FAQ. Remember to contact us at support@alarmgrid.com if you have any questions about our products or monitoring services. We operate support hours from 9am to 8pm ET M-F. We look forward to hearing from you!

As you have likely heard, mainland China is currently dealing with the Coronavirus crisis. This disease has resulted in inventory shortages and manufacturing delays throughout the security industry. Certain products sold by Alarm Grid may be currently unavailable or delayed as a result.

Many of the products sold by Alarm Grid are backordered as China deals with this epidemic. This is completely out of our control, and there is very little we can do to combat the issue. If an item you have ordered is unavailable, we will do our best to recommend a suitable replacement or provide you with an estimate on when the product should be available. We apologize for any inconvenience that may result from this issue. We ask for your understanding and patience during this time. If you would like to know the status of a specific product or if you have any questions about any of the products on our site, please email us at support@alarmgrid.com. Remember that our support hours run from 9am to 8pm ET M-F. We look forward to hearing from you!

Alarm Grid has learned that the alarm permit policy in Colorado Springs, CO also applies to self-monitored users. This is in addition to those who receive central station monitoring service. All Alarm Grid monitored customers in Colorado Springs, CO are required to have a permit.

Many jurisdictions charge fees for operating an alarm system within their limits. However, these rules usually only apply to systems that are connected with a central monitoring station. It is very unusual to see a city mandate a fee for a self-monitored system. But Colorado Springs is one of the few examples.

If you aren't familiar with self-monitoring, it refers to the practice of having a secured system that is monitored, but not connected with a central station. When the system goes into alarm, it sends a signal out to a monitoring platform, such as AlarmNet or Alarm.com. That platform then forwards the signal to the end user via text and/or email. It is then up to the user to request help, if needed.

Monitoring permits in Colorado Springs, CO are renewed annually at the cost of $24 for residences and businesses, and $12 for senior residents. You can learn more about alarm permits in Colorado Springs, CO by checking the Colorado Springs Police Department website here.

At Alarm Grid, we are not fond of alarm permits. They make it more difficult for individuals to protect themselves, their businesses, and, most importantly, their families. However, they are something that we have no control over. As a law-abiding company, we play by the rules, and we inform any customer in a jurisdiction that requires alarm permits to obtain one.

If you are a new or existing Alarm Grid customer wondering if alarm permits are required in your area, then you should contact us at support@alarmgrid.com. We are also happy to discuss our monitoring plans if you want to learn more about our services. We operate support hours from 9am to 8pm ET M-F. We look forward to hearing from you!

Alarm Grid has learned that Total Connect 2.0 is experiencing some temporary issues. Users may be unable to perform security and automation functions during this time. They may also receive delayed notifications, and some notifications may not appear at all. But alarm signals are unaffected.

Resideo is working to fix this issues as soon as possible. We apologize for any inconvenience this may cause. We will update this post once we learn more. If you have any questions regarding this issue, please email us at support@alarmgrid.com. Remember, alarm delivery services are not affected. The central station will still be notified about incoming alarms, provided that central station service is included in your monitoring plan.

Update: This issue has mostly been resolved. Total Connect 2.0 notifications may still be delayed, and users will be unable to correct the issue using the Sync Refresh button in the Total Connect 2.0 Mobile App or website. We expect a complete fix shortly.

We have great news for Total Connect 2.0 users today, as Resideo has made it recently made it possible for a maximum of five (5) SkyBell Video Doorbell devices to a single Total Connect 2.0 account. SkyBell devices are still integrated with Total Connect 2.0 in the same manner as before.

If you are unfamiliar with SkyBell Doorbells, they are perfect for monitoring the front of your home and getting activity alerts. These devices conveniently connect with your home's WIFI network, and they can easily replace nearly any doorbell that uses a standard mechanical chime. There is also an adapter available that allows a SkyBell to replace a doorbell that uses a digital chime. Total Connect 2.0 can send updates to your phone whenever a SkyBell device detects motion or whenever someone rings the doorbell. You can also get updates through the native SkyBell app.

Previously, it was possible to only enroll a single SkyBell device with a Total Connect 2.0 account. Users wanting to integrate a second SkyBell device with Total Connect 2.0 needed to get a second account set up. But for many users that will no longer be necessary. And if you were hesitant about getting a second SkyBell because you didn't want to pay extra for an Alarm Grid Video-Only Account, well no you no longer need to worry about that. This is truly the perfect time for you to expand upon your existing SkyBell account.

You do not need true video monitoring service to start using SkyBell Cameras. As long as you have a Total Connect 2.0 account with the SkyBell feature enabled, you will be able to integrate up to five (5) devices with your account. You will need to have your monitoring company enable the feature. Alarm Grid will enable the feature at no additional charge for customers who use our monitoring services. Just contact us at support@alarmgrid.com if you need to have the feature enabled.

We understand that there are some Alarm Grid customers who have existing video accounts for the sole purpose of adding extra SkyBell device. There are even a few Alarm Grid customers with third and fourth accounts just for using extra SkyBell Cameras. The great news for these customers is that these extra accounts no longer necessary. We can deactivate your extra accounts if you have them and help you set up all your SkyBell devices into a single account, provided that you have five (5) or less SkyBell devices. If you fall into this category, please email us at support@alarmgrid.com.

We are also aware that there may be some customers who want to use more than five (5) SkyBell Cameras with a single Total Connect 2.0 account. Unfortunately, this is not possible. This 5 device limit is strict, and we have no way of increasing it. However, you can still use the same solution as before for adding additional SkyBell Cameras beyond the limit. You can add an additional Alarm Grid Video Monitoring Account, and you will be able to set up your additional SkyBell devices with that account. Each account will allow you to use five (5) additional SkyBell Cameras. If you want to use up to ten (10) SkyBell Cameras, you will need two (2) accounts. If you want to use 15 SkyBells, you will need three (3) accounts. And so on.

At this time, Alarm Grid only sells one (1) SkyBell Camera for use with Total Connect 2.0. This is the Honeywell SkyBell DBCAM-TRIM. That is the rectangular version of the SkyBell. The round model, the Honeywell SkyBell DBCAM is discontinued and no longer sold by Alarm Grid. But if you come across the round model somewhere else, then you can certainly set it up for use with Total Connect 2.0. Just remember never to use an Alarm.com SkyBell with Total Connect 2.0 or the SkyBell App.

Keep in mind that SkyBell clips are stored on the SkyBell servers. They are not stored on Total Connect 2.0 or AlarmNet360. This means that SkyBell clips will not count towards your Total Connect 2.0 recording limits. They will also not count towards your security camera limits. If you already have Total Connect 2.0 Security Cameras set up, then you can add up to five (5) SkyBell devices without needing to change or remove any of your existing cameras. Remember that SkyBell video clips are available from the SkyBell servers for up to seven (7) days. After that, they are lost forever and no longer available. But it is possible to download and save any clip for permanent use. Just make sure you do so before the clip is deleted forever.

If you want to learn more about the SkyBell Cameras or our monitoring service for accessing Total Connect 2.0 using a Honeywell Security System, please email us at support@alarmgrid.com. We maintain support hours from 9am to 8pm ET M-F. We look forward to hearing from you!

Resideo has discovered that certain Honeywell LTE-XV and Honeywell LTE-L3V Communicators have a firmware issue that makes them unable to appear in AlarmNet360. The affected communicators can still process signals and report to the central station. But these affected units must be replaced.

The Honeywell LTE-XV is a Verizon LTE Communicator for Honeywell VISTA Systems, while the Honeywell LTE-L3V is a Verizon LTE Communicator for Honeywell L3000 Systems. Only certain LTE-XV and LTE-L3V units are affected. The affected units will have a date code ranging from C305 to C365 or from D001 to D023. Modules outside of those listed dates are unaffected.

If you need to locate the date code for your LTE-XV or LTE-L3V, then it is very easy to find. You can locate the code on the inside of the module itself on the lower-left corner of the MAC sticker. Remember, date codes from C305 to C365 and from D001 to D023 may be affected. These date codes are associated with manufacture dates from November 2019 through January 2020.

Additionally, not all units within the aforementioned date codes are affected. If the communicator has a blue dot on the module or on the product packaging, then it is not affected. The images below show units with blue dots on the packaging, meaning they are not affected by the issue.

Keep in mind that these blue dots will also appear on the communicators themselves. Any communicator with a blue dot is unaffected and does not need to be replaced. Remember, this issue only affects LTE-XV and LTE-L3V units. Other AlarmNet Communicators are not affected.

If you have a Honeywell LTE-XV or Honeywell LTE-L3V without a blue dot on the packaging or on the module itself, check for the listed date code to see if your module is affected. More information on this issue can be found in this document provided from Resideo.

If you believe that you have an affected communicator, or if you need help locating the date code for the module, please contact us at support@alarmgrid.com. We operate support hours from 9am to 8pm ET M-F. We look forward to hearing from you!

Alarm.com users have a lot to look forward to in the coming days. The security and automation platform is expected to soon release updated versions of its Android and iOS mobile apps. Additionally, updated weather text messaging features are now available for the Qolsys IQ Panel 2.

Whether you use the Alarm.com Android App or the Alarm.com iOS App, you should expect to upgrade to a new version in the coming days. The new Alarm.com Android App version is 4.10.16, while the new Alarm.com iOS App version is 4.11.1. Once available, the Android version can be downloaded for free from the Google Play Store, and the iOS version can be downloaded for free from the Apple App Store. You likely have a section on your phone where you can update your existing app, or your phone may perform the update automatically if enabled.

There aren't many major changes coming to the Alarm.com Mobile App with this update. However, it is still strongly recommended that you download the latest version, as some stability and performance issues have been addressed. Additionally, the new app versions feature a brand-new dashboard card and screen for shade automation control. This is great news for Alarm.com users who use Z-Wave shade controllers, such as the Somfy ZDMI or Somfy ZRSTi, which are both compatible with certain Somfy curtain motors. In previous app versions, curtain motors were controlled from the same card and screen used for smart lighting.

In other news, Qolsys IQ Panel 2 users can now receive updated weather-related text message alerts from Alarm.com. This update provides improved clarity for existing weather descriptions to ensure that end users can better understand their local weather forecasts. Weather texts are sent in English, though improved translations for Spanish and French are also available from Alarm.com.

The Alarm.com IQ Panel 2 weather text alerts are available for any Qolsys IQ Panel 2 or IQ Panel 2 Plus System running Firmware Version 2.4.0 or higher. The system must be connected with Alarm.com, and the Weather to Panel Service Package Add-On must be applied to your account. If you do not have this feature applied, talk to your alarm monitoring provider about having the feature added to your account. Alarm Grid customers can have this feature applied at no additional charge to their existing monthly monitoring fee.

If you don't have access to Alarm.com, then now is a great time to get started. You will first need a security system with a compatible Alarm.com Cellular Communicator. Right now, our most popular Alarm.com Security System is the Qolsys IQ Panel 2 Plus. This system comes dual-path ready right out of the box with a built-in Alarm.com Cellular Communicator and a WIFI card. This is important, as you will not need to add a communicator to the system. You will also need a compatible monitoring plan to access Alarm.com. Alarm Grid customers can choose from any of our Gold or Platinum Level Plans (Self or Full). More information is available on our monitoring page.

If you have any questions about Alarm.com or our monitoring service, please email us at support@alarmgrid.com. We are happy to answer any questions you might have and assist you with getting set up with a security system to meet your unique needs. Remember that our support hours run from 9am to 8pm ET M-F. We look forward to hearing from you!

Alarm.com users have another reason to be pleased, as the platform's Google Nest integration has made its triumphant return! Customers can once again include their Google Nest Thermostats in with their Alarm.com accounts. We're sure that many Alarm.com users are extremely excited!

In order to complete the Google Nest integration on Alarm.com, you must have the feature enabled on your Alarm.com account. This is something you will need to contact your monitoring company about. If you are monitored through Alarm Grid for Alarm.com service, then you can email us at support@alarmgrid.com to have us apply the integration. If you are not yet monitored with Alarm Grid, then you can check out our monitoring page here.

Once you have the feature applied to your Alarm.com account, you can manually add your Nest device through the Alarm.com website. After logging-in, choose Settings, followed by Add Device. Then choose Thermostat, and select Google Nest Thermostat. You will then begin the installation, during which you must provide your Google account information to complete the integration. It may take a few minutes for Alarm.com and Google to both update so that the feature works as desired.

It is important to understand that only a limited selection of features can be performed for a Google Nest Thermostat through Alarm.com. The integration allows for control of the target temperature, thermostat mode, fan mode, and scene thermostat control. Unfortunately, the integration does not allow for any Alarm.com rule-based automation features, scheduling for thermostat and fan schedules, battery level reporting, or advanced configuration settings including Eco Mode display. All thermostat schedules will need to be configured through the Google Nest platform like before.

If you are still looking for a viable thermostat option for use with Alarm.com, then we personally recommend the Alarm.com ADC-T3000 Smart Z-Wave Plus Thermostat. The ADC-T3000 will offer more features and a more complete experience than what is possible with any WIFI thermostat used with Alarm.com. We like to steer our customers towards Z-Wave thermostats whenever possible, as they tend to integration more nicely with security systems. But if you already have a Google Nest Thermostat and are happy with its performance, then integrating the device with your Alarm.com account is an excellent option.

Remember, if you need us to enable the Nest feature, or if you have any questions about the feature or our monitoring plans in general, please email us at support@alarmgrid.com. Keep in mind that our support hours run from 9am to 8pm ET M-F. We look forward to hearing from you!

Alarm.com users now have a new feature at their disposal, as a special full-screen two-camera mode has been added to the Live Video page on the Alarm.com customer website. By accessing your Alarm.com account through the website, you can take advantage of this all-new viewing experience.

As you can see from the picture above, we have already tested this new feature to great success. We tested the dual-camera full-screen viewing option using the Alarm.com ADC-V723 Outdoor Camera (the top picture) and the Alarm.com ADC-V522IR Indoor Camera (the bottom picture). Both of these Alarm.com Security Cameras support the robust and powerful Alarm.com Video Analytics package. Although we don't believe that ADC Video Analytics is a requirement for using full-screen two-camera mode, we still highly recommend getting ADC Cameras with Video Analytics support because its tremendous benefits.

The new two-camera mode allows both displayed cameras to be live-streamed in HD quality, without any sacrifice or compromise in terms of picture. This is the perfect feature if you are wanting to monitor two cameras in your home or business at the same time. Additionally, Alarm.com has retained its other viewing modes, including 2x2, 1+3, full-screen, and theater modes. And of course, you can still set a single camera to its own exclusive full-screen if desired. But it's nice to see Alarm.com giving its users additional viewing options.

Remember, you need to have an alarm monitoring plan with access to Alarm.com video services to take advantage of this new feature. Alarm Grid customers can choose between a Platinum Level Monitoring Plan (Self or Full) or our Video-Only Plan. If you have any questions about this feature, or if you want to learn more about our monitoring plans, please reach out to us by emailing support@alarmgrid.com. Remember that our support hours run from 9am to 8pm ET M-F. We look forward to hearing from you!

Alarm Grid will soon begin charging sales tax for monitoring service in the state of Utah. The state has recently passed new tax revisions that require our company to apply sales tax for monitoring service in Utah. Alarm monitoring service was previously non-taxable in the state of Utah.

If you live in the state of Utah and receive monitoring service from Alarm Grid, then you may notice a change to your monthly bill. This is due to a change in state policy, and it is entirely out of our control. We appreciate your understanding, and we apologize for any inconvenience that this may cause.

Remember, Alarm Grid does accept tax exempt certificates. If you have been approved for tax exempt status in the state of Utah, then you should make sure to send us the latest copy of your tax exempt certificate as soon as possible so that we know not to apply sales tax on your next monitoring bill. For more information on our policies regarding tax exemption certificates, please review this helpful post.

If you need to send us a copy of your tax exempt certificate, you should email support@alarmgrid.com and include a scanned version of the certificate as an attachment. This is also a great contact email if you have any questions about your monitoring bill or any of our products or services. Remember that our support hours run from 9am to 8pm ET M-F. We look forward to hearing from you!