Service Announcements Posts

Qolsys recently released firmware version 4.2.0, which added a lot of new features as well as fixes and improvements to the panel. However, after updating, a small number of panels reported receiving an error message regarding a panel shut down due to high temperature. This issue is corrected in firmware version 4.2.1.

If you see a message on your Qolsys IQ Panel 4, or IQ4 Hub, that mentions an overheating situation, and/or if the panel shuts itself down without you having a chance to see the message, don't worry. Use the power button on the side of the panel to turn it back on. Press and hold the button for three (3) seconds. Once the panel powers back on, update the firmware to 4.2.1. This should take care of the erroneous panel logic that is making the panel think the battery is too hot. Read the TSB# 221017 IQ Panel 4/IQ4 Hub - 4.2.1 Software Update - Release Notes and Instructions here.

As always, you have three (3) ways to update the panel firmware. If the panel is monitored and has a connection to WIFI, you can have your alarm dealer push the update to your panel over-the-air (OTA) using Alarm.com. You can also choose to request the update from the panel using a Patch Tag. Instructions for how to perform this type of update are included on our Qolsys IQ Panel 4 Firmware Updates page along with the update file, for those who don't have WIFI.

If you don't have a WIFI connection at the panel, then the previous two options are not available to you. In that case, you'll need to download the firmware file, which you can get at our above-linked page, and then use the panel's access point feature to perform the update. Instructions for this type of update are also included on Alarm Grid's IQ Panel 4 Firmware Updates page. We'll post them here as well to make things as easy as possible.

Instructions for Updating the Qolsys IQ Panel 4 Via Access Point

1. Download and save the required file from our site. You'll need to use a smartphone, tablet, or computer with WIFI capability to perform the update. Remember, the panel should have had 4.1.1 installed prior to installing the 4.2.0 (or higher) firmware.
2. On the IQ Panel 4, go to Settings > Advanced Settings > Enter Installer or Dealer Code (Default 1111, or 2222 respectively) > Upgrade Software > "Upgrade Using Access Point". The Access Point will need to be enabled in order to use this feature.
   • To enable the Access Point, be sure the panel has WIFI enabled, then go to Settings > Advanced Settings > Enter Installer or Dealer Code > Installation > Devices > WIFI Devices. First, click on WIFI and be sure Activate WIFI has a Check in the box to the right. Then press the back arrow at the bottom of the screen. Go to Access Point Settings. Be sure the WIFI Access Point is enabled with a check in the box at the right. Press the Home button at the bottom of the screen, then go back to Step 2 and continue.
3. A QR Code will be displayed on the panel. Scan it with your phone or tablet. If you're on a device that won't allow you to scan the QR Code, then you will have to manually join the panel's access point network by entering the panel's SSID and Password which will be displayed on the same screen as the QR Code.
   
   
   
4. Press "Start" to begin the local server session, then from your device, scan the second QR code provided by the IQ Panel 4. If that is not an option, navigate to the "https:" URL shown on the panel's screen.
   
   
5. Follow the prompts on your phone, tablet, or computer to select the correct files and transfer them to the panel. The file you download is in .zip format. It should automatically unzip and create a folder called Software-Patch-421. This folder will have three (3) files in it.
   
   When you go to the URL or use the 2nd QR Code, you'll see a screen that will allow you to choose each of these three (3) files. When you click Choose File on each option, it will only allow you to select the correct file from those available. The other two files will be grayed out.
   
   
   
   Once all three files have been successfully chosen, press "Send Files". A progress bar will be shown on the phone, tablet, or computer, showing that the files are being uploaded to the IQ Panel 4. A message will come up saying "Uploaded ALL files successfully". Hit "Close" on the phone, tablet, or computer.
6. Once the files have been loaded to the IQ Panel 4, it should automatically begin the update. Once the update begins, don't touch the panel screen. The panel will reboot as part of the firmware update process.
   

Alarm.com first reported issues with remote commands failing or being heavily delayed at 3:40 AM this morning 10/10/2022. The delay in receiving commands at a customer's system, would also result in notifications being delayed. Alarm.com assured dealers that they were working on the issue.

At 5:10 AM, Alarm.com notified that commands were being processed at that time. When an issue like this occurs, commands that aren't immediately processed aren't necessarily lost. Often they are queued, and once the issue is resolved, those queued commands must then be processed in order. This can make it seem as though an issue still exists when in reality the delay is caused by those queued commands.

At 6:35 AM Alarm.com advised that there was still some delay in remote commands being processed. We can't say for certain these delays were caused by earlier queued commands that were working their way through the system, but that could very well be the case.

At 7:45 AM, Alarm.com provided another update. According to them, the situation had improved, but at this time, there were still some delays in remote commands being received at the alarm system. This was still causing some delays with notifications as well.

At 10:00 AM Eastern Time, Alarm.com advised that this issue has been resolved, remote commands are being processed normally. They are still monitoring the system, and if any issues should appear, they will begin the resolution process immediately.

According to Resideo Technical Support, their integration with Accuweather is partially down. This may cause products that receive weather information some issues. Any touchscreen product that can display weather may show incorrect information. Any automation configured for sunrise/sunset may not operate.

We received this information based on a support request we sent to Resideo. In that specific case, automation schedules based on sunrise and sunset that had been programmed through Total Connect 2.0 were not working correctly. So far, there's been no official report of this outage in AlarmNet360. We are hopeful that additional details will be forthcoming.

Do products or TC2 show incorrect weather in addition to the sunrise and sunset timers being off? We don't know for sure. Is this a nationwide issue, or a regional one? We don't know that for sure either. If you have more details or would like to share your experience, leave a comment below. It could be helpful.

Resideo has not had great success with its products and displaying the weather. In the past, we've reported on issues with the older style Tuxedo keypads not updating the weather properly. Hopefully, this is something that will be resolved in due time. In the meantime, if you have automation schedules for your devices that are set to run at sunrise and/or sunset, be aware that they may not function as intended.

10/6/2022: As of now, Resideo has not posted an update showing that this issue has been resolved. They do report that some customers have had success in deleting the SkyBell from Total Connect 2.0, and then re-enrolling it.

Resideo announced today that users of their Total Connect 2.0 service may currently be experiencing impairment in service. This is as of 1:15 PM Eastern Time today. The services affected are TC2 SkyBell Live Streaming, TC2 SkyBell Clip Replay, and TC2 Video Event Capture.

These services are basically the full range of things you might use a video doorbell for. Bear in mind that TC2 and SkyBell use a server-to-server integration. That means that all the heavy lifting with regard to the SkyBell integration is happening on the SkyBell servers. The TC2 servers are just sending requests back and forth to those SkyBell servers. We don't know if this issue is completely on the SkyBell side of things, or if there is a breakdown in communication between the TC2 servers and the SkyBell servers. If any more information comes to light, we'll share it here.

In the meantime, what we do know is that all other aspects of Total Connect 2.0 service are working as they should. Also, and most importantly, the delivery of alarm signals is not in any way impaired by this temporary situation. We know that the issues began at 1:15 PM ET, and as of now, the outage is still ongoing. If we receive information on an end to this situation, we'll post it here, so stay tuned.

Verizon plans to shut down its CDMA (3G) network by December 31, 2022. If you have a Verizon CDMA communicator on your system, you need to upgrade by then, or your system may be unable to communicate in the event of an emergency. Alarm Grid is making the upgrade as painless as possible.

We've posted about the AT&T 3G and Verizon CDMA sunsets a lot! Verizon CDMA users have been fortunate in that they've had nearly a year longer to update than AT&T 3G users. However, the sunset is drawing near, so those who still have a system with a CDMA communicator should be giving serious consideration to upgrading. If you're not sure how to upgrade, this post provides great information.

If you're concerned about the cost of upgrading, we offer financing through Affirm. From this link, choose "Shop Now" and follow the prompts to apply at check out. If you have any questions, contact us at support@alarmgrid.com if we can be of assistance, we're more than happy to help.

You might wonder why we continue to talk about upgrading your system. It's because we know that cellular alarm communication is the most reliable method of communication available today. Internet, be it Ethernet or WIFI is great. It's fast, and when it's available it makes using services like Alarm.com or Total Connect 2.0 much more fluid. It's also very fast for reporting alarm signals when central station monitoring is in use.

But we all know that an internet connection can be unreliable. Sometimes WIFI just stops working and requires a reboot or other end-user intervention. For most folks, when the power goes out, internet equipment also goes down. This means that even a wired Ethernet connection to the internet can be vulnerable to downtime.

With cellular, those types of issues are much less likely to occur. Cellular providers have all sorts of redundancy built into their networks. So, a loss of power is countered by backup power sources for cellular towers. The spacing of the towers themselves means that in most cases, a cellular device will have a primary tower and at least one backup tower to keep it connected and communicating. Cellular alarm communicators either have their own backup battery or use the battery of the alarm panel they are connected to. So the loss of primary power won't take the communicator offline.

Finally, we'll wrap this up by reminding Alarm Grid customers that waiting until the last minute to upgrade your communicator is a bad idea. We have a finite number of activators, and the holiday season is coming up soon, which will further limit the time we have to get new communicators activated. Upgrading from an older communicator to a new one usually doesn't take quite as long as a new activation, but it does require manual input from one of our activators, so please be mindful of this and schedule your upgrade using our communicator replacement portal as soon as possible.

2GIG strongly recommends that all Edge panels be updated to the latest firmware version, 3.1.1.016. This firmware has a number of new features and bug fixes. New features include Z-Wave siren support and updated remote keypad features. For a full list of updates, read the release notes.

The 2GIG Edge supports a WIFI connection in addition to the AT&T or Verizon cellular communicator that comes built-in. For any Alarm.com panel that is connected to WIFI, OTA (Over the Air) firmware updates that are downloaded to the panel using WIFI are free. However, for those panels that don't have access to WIFI, a firmware update that is sent to the panel via cellular data usually incurs a small fee. Alarm Grid passes this fee on to our customers with no markup, when it is assessed.

But, for a limited time, Alarm.com is offering to update the 2GIG Edge panel automatically with no fees assessed, even when the firmware has to be downloaded via cellular data. That's how important 2GIG and Alarm.com feel this update is. Beginning on Monday, September 12, 2022, Alarm.com will push the latest firmware to all monitored 2GIG Edge panels.

These automatic updates will take place only during daylight hours, and only when the alarm panel is disarmed. When the firmware update is complete, the alarm panel will reboot. This is a normal part of the update process. Additionally, if there are any remote keypads associated with the panel, they will also be updated once the main panel has completed its update. Alarm.com expects the process of updating all 2GIG Edge panels to be completed by the end of October 2022.

If you'd like to go ahead and update your panel immediately, you can access the necessary files for the update on our 2GIG Edge Firmware Update Page. Instructions for updating the 2GIG Edge can be found in this helpful FAQ. Otherwise, do nothing and your panel will be automatically updated OTA by Alarm.com at no charge, in the near future.

Labor Day has honored the contributions of workers as an official Federal Holiday since the year 1894. As a thank you to our employees, Alarm Grid will be closed on Monday, September 5, 2022, for the Labor Day Holiday. We will not be in the office that day to answer support questions.

But just because we won't be in the office providing technical support, helping to plan new systems, and activating monitoring for new customers doesn't mean that we aren't taking care of our customers. Our monitoring station partners, Criticom Monitoring Service (CMS) and Rapid Response are available 24 hours per day, 365 days per year to respond to any alarms, troubles, or environmental situations that may arise.

Alarm Grid monitored customers in the United States receive their monitoring service from Criticom (CMS). When your Alarm Grid monitored system sends a signal, it is a CMS operator who receives it and then processes it based on a pre-set list of instructions. Alarm processing may involve sending authorities immediately, or calling the premises and a list of contacts to determine if an emergency exists before a dispatch occurs. Whatever the instructions, the process takes only moments to complete.

If you need to contact CMS, either to put your system on test, or to report that an alarm does not require a dispatch, you can get in touch by calling (888) 818-7728 and choosing Option 9. When you contact them, be sure to have the proper information ready. They will need your name, address, and your false alarm password or phrase. This is very important! If you call either monitoring station during an alarm, and you provide an incorrect password, they will be required to dispatch authorities at that point.

For our Canadian monitored customers, you receive monitoring service from Rapid Response. If you need to contact them you can call (800) 932-3822 and follow the prompts. You should only be contacting them for issues such as putting your system on test, or canceling a potential dispatch due to an accidental alarm. Rapid Response can't provide you with technical support or make changes to your account either, so if you need that type of help, please contact us instead. You can email support@alarmgrid.com with details of what you need and we will respond as quickly as possible when we're back in the office on Tuesday, September 6, 2022.

The contributions of workers in building and maintaining both of these great nations cannot be overstated. Alarm Grid wishes you a happy, safe, and relaxing Labor Day! We'll see you back here on Tuesday, September 6 to pick up right where we left off. Until then, we hope you can enjoy this brief respite, you've earned it!

Alarm panel manufacturers routinely offer panel firmware updates. This allows them to add features and correct issues. However, most DIY users don't have access to the restricted portion of the company's site where these files are housed. Alarm Grid offers the latest firmware file downloads.

Most alarm panels can be updated Over-the-Air (OTA) using either Alarm.com or AlarmNet360. AlarmNet never charges anything for these updates, and Alarm.com also offers them for free, unless they have to be sent to the panel using cellular data. In that case, the update will incur a small fee, depending on the size and number of updates that need to be sent.

Qolsys panels will not perform an OTA update unless the panel is connected to WIFI. If you have one of these panels installed in a location where WIFI is not available, then the only option is to either update using a cell phone as a WIFI Hotspot, or download the firmware files, and then install them via either Micro SD Card (IQ2/IQ2+) or Access Point (IQ4).

Honeywell L5200, L5210, and L7000

Honeywell used to offer free firmware updates for the LynxTouch panels that they pushed remotely using AlarmNet360. It was a messy process, AlarmNet tech support was required to request these updates individually, per account. So, sometime after the introduction of the Lyric panel, they stopped this practice. The Lyric can only be firmware updated using AlarmNet360, but the update can be requested by the dealer, and now, the customer can also request the firmware update via the panel. When Honeywell, now Resideo, ceased offering OTA updates for the LynxTouch panels, they released the Honeywell LYNXTOUCH-MSD Firmware Update Tool. This tool can be used to update the L5200, L5210, or L7000 panels.

When an L5200 is updated to the latest version, it becomes an L5210 internally, though there are certain physical traits of the L5200 that won't change, like the screen size. Depending on when you purchased the LYNXTOUCH-MSD tool, it may come with the latest firmware version already on the SD Card (it comes with both L5210 and L7000 firmware already loaded). However, if you purchased your update tool when they were first released, it will have an older firmware version on it, and you will need to download the newest firmware to the SD Card and update the panel again to get the most current version. The update files are housed on the Resideo website in the password-protected portion of MyWebTech, so we offer the files for download from our site:

• L5200 or L5210 LYNXTOUCH-MSD Firmware Update Page
• L7000 LYNXTOUCH-MSD Firmware Update Page

2GIG Go!Control 2 (GC2) or 2GIG GC2e

The 2GIG GC2 and 2GIG GC2e have a couple of different methods for updating the firmware. There is the 2GIG UPDV Easy Updater Tool and the 2GIG UPCBL2 Firmware Update Cable. The updater tool is geared more toward a professional installer who will be updating multiple different panels over the course of years. It comes with a version of either the 2GIG GC2 or GC2e firmware loaded but the tool itself will then have to be updated when newer firmware is released. The files to load are available from our site and are linked below.

The updater cable is the method of update most DIY users choose to use. It requires that the user have a windows computer available. The cable is a fixed length, so the computer that will be used needs to be near the alarm panel in order to perform the update. Ideally, a laptop is used. Instructions for using the updater cable to load the latest firmware onto a 2GIG GC2 or 2GIG GC2e can be found here. Instructions for loading new firmware onto the 2GIG UPDV Easy Updater Tool can be found here. Instructions for using the updater tool to update a 2GIG GC2 or GC2e panel once it has the latest file loaded can be found here.

The 2GIG GC2 and 2GIG GC2e firmware pages are linked below. Each page has both Updater Tool and Updater Cable files:

• 2GIG GC2 Firmware Update Page
• 2GIG GC2e Firmware Update Page

2GIG GC3 and 2GIG GC3e

The 2GIG GC3 and 2GIG GC3e technically use the same firmware. The 2GIG GC3e was released at firmware version 3.2.1, so any GC3e panel will have at least this version of firmware already installed. Alarm Grid offers firmware versions 3.0.1 up through 3.2.4.6725 on our 2GIG GC3 Firmware Update Page. On our 2GIG GC3e Firmware Update Page, we offer 3.2.3.6713 up through the current version which, at the time of this writing, is 3.2.6.6770.

The 2GIG GC3 and 2GIG GC3e are both much easier to update than the 2GIG GC2 or GC2e. Both 2GIG GC3 versions offer WIFI, which makes OTA updates simple, as well as free. For systems that need it, an OTA update can be pushed from Alarm.com via cellular for a nominal fee. Again, Alarm Grid offers this type of upgrade to our customers at our cost, with no markup. If WIFI is not available at the panel, and a user doesn't want to pay for an OTA update, we offer the upgrade files from our site. This FAQ provides a walkthrough on how to perform the update using the files from our site. Instructions for performing the update are also listed on the page along with the firmware files.

• 2GIG GC3 Firmware Update Page
• 2GIG GC3e Firmware Update Page

2GIG Edge

The 2GIG Edge updates in the same way as the 2GIG GC3 and GC3e. It has a USB port located on the top of the panel. Once the firmware update file has been loaded onto the root directory of a USB drive, the drive is inserted into the port on the panel's top and the panel prompts the user to update. For full instructions on updating a 2GIG Edge, check out this FAQ.

• 2GIG Edge Firmware Update Page

Qolsys IQ Panel 2 and IQ Panel 2 Plus

The IQ Panel 2 and IQ Panel 2 Plus also use the same firmware version. The difference between the two panels is hardware. The IQ Panel 2 does not support PowerG, and the IQ Panel 2 Plus does. As noted above, Qolsys panels will not download firmware updates via cellular data, so the options are to connect the panel to WIFI, temporarily connect the panel to a Hotspot on a cellular phone, or update locally using a Micro SD Card. The step-by-step instructions for loading the firmware from an SD Card are shown on the firmware update page.

• Qolsys IQ Panel 2 Firmware Update Page (Version 2.3.1-ADCS 5.18-ADCL)
• Qolsys IQ Panel 2 Plus Firmware Update Page

Qolsys IQ Panel 4

The Qolsys IQ Panel 4, like the previous IQ Panels, will not download firmware updates via cellular data. However, unlike the IQ Panel 2 or IQ Panel 2 Plus, the IQ Panel 4 does not have a Micro SD Card slot. Instead, if WIFI is not accessible by the panel, either directly or via a cell phone Hotspot, then the firmware update files have to be downloaded to a phone or tablet, then the phone or tablet must be connected to the IQ Panel 4 Access Point, and the files then loaded to the panel from the phone or tablet. Instructions for updating using the Access Point are available on the firmware download page.

• Qolsys IQ Panel 4 Firmware Update Page

Above are links to all the different panel firmware pages we offer here on the Alarm Grid site. In addition to alarm panel firmware, we also offer some firmware pages for the Honeywell Home TUXEDOW or Resideo TUXEDOWC touchscreen keypads as well as the older Tuxedo Touch firmware. We don't have a page for the older 6280 touchscreen keypads, but if you need access to that firmware, send an email to support@alarmgrid.com letting us know what you need and we can get you access to it.

As mentioned above, the Lyric panel can only be updated via AlarmNet360 and in order to update the firmware, the panel has to be actively monitored. The same is true of the newer Honeywell Home and Resideo ProSeries panels (PROA7, PROA7PLUS, PROA7C, and PROA7PLUSC). These panels must be actively monitored and registered with AlarmNet360 before an update can be applied to them.

Today is Alarm Grid's birthday! We're ten years old today. Wow, how time flies. We've weathered lots of things in our ten years. Hurricanes and pandemics just to name a few. To celebrate our special day, we will be closing early today. Our phones are off as of 12:00 pm Eastern Time.

As is always the case, our central station partners are available around the clock, every day. All signals sent by your Alarm Grid monitored alarm system will be handled in the usual manner. If you need to contact the central monitoring station, either to cancel a false alarm or to verify a signal, customers in the United States can contact Criticom Monitoring Services (CMS) by dialing (888) 818-7728 and choosing Option [9].

Canadian customers can contact Rapid Response at (800) 932-3822. Remember any time you contact either monitoring station, you will need to provide your name, your address, and your false alarm password or phrase. If you provide incorrect information when asked it will result in the dispatch of authorities.

If you have a support question about your alarm system or need to make changes to your account, you need to speak with one of our technicians. For those types of requests, send an email to support@alarmgrid.com with as many details as possible about what type of assistance you need. Remember that when we return tomorrow, there may be a tiny support backlog. Please be patient and we will work through all requests as quickly as possible.

I hope you'll join me in wishing a Happy Tenth Birthday to Alarm Grid. We set out to disrupt the traditional alarm equipment and monitoring model, and I think we've accomplished that. It is our strong belief that everyone should have access to professional quality alarm equipment and that you shouldn't have to pay someone else to do what you can do yourself. We've been working toward that end for a decade now. Happy Birthday to Alarm Grid, and many more!!

On July 5, 2022 Resideo announced that all LTEM-PA, LTEM-PV, LTEM-PIA, and LTEM-PIV communicators will undergo a slightly revised activation process. Upon registration, if the communicator is not using the latest firmware version, it will automatically receive an Over-the-Air (OTA) update.

This announcement came in the form of MyWebTech Technical Notification #83. For those communicators with a WIFI or Ethernet connection, the OTA update will be performed using this communication path. If WIFI or Etehrnet is not available, then cellular data will be used. The update process typically takes about five (5) minutes, but when cellular is the only communication path available, it may take longer. The length of time a cellular upgrade takes also depends on the cellular signal strength.

During the update, the communicator's LED's will light according to where the communicator is in the two-stage process:

• Firmware Downloading: REG, Status, and Fault LEDs will fast-blink in unison.
• Upon Firmware Completion: The device will reset, then all five (5) LEDs, REG, Status, Fault, Cell, and WIFI/Ethernet will fast blink in sequence.

The OTA software update will cause the communicator to generate a few different messages to the central station. These messages indicate the beginning and end of the software update process. The messages sent are as follows:

• E903 - Application Code Update (Remote Download begins)
• R903 - Application Code Update Restore (Remote Download Completed)
• E904 - Application Code Update Failure (Remote Download/Update Failed)

For Alarm Grid customers, this notice means that if you are using one of the LTEM-P Series communicators listed above, it is more important than ever that you have your equipment installed and ready when your activation appointment time rolls around. In particular, anyone who will be using cellular communication only, as any OTA update required may take some time to complete, and we currently have no way of knowing how long.

If you have any questions about this notice, reach out to your alarm dealer for details. If you are an Alarm Grid customer, you can send us an email at support@alarmgrid.com. We're here Monday - Friday from 9:00 am - 8:00 pm Eastern time to answer your questions.