Site Announcements Posts

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.

We are thrilled to announce that new Alarm Grid System Kits featuring the Honeywell Home PROA7PLUS System are now available! We have twelve (12) kits in total, split into four (4) main categories, with options available for users in most situations. They're ready for your home or business!

UPDATE:

As of Firmware Version 3.591.92.0, the Honeywell Home PRO Series panels all support local programming through the keypad. You can read full details about this exciting firmware update here.

If you aren't familiar with the PROA7PLUS, then we strongly recommend reviewing this introduction post and buying guide, as it will really help you get acquainted with the latest Resideo Security System. For this post, we mainly want to focus on the new kits, so that is what we will do.

Potential buyers should keep in mind that the PROA7PLUS does NOT support local end user programming at this time, though we have received word from Resideo that the feature is coming. And while we do not have a firm answer on Apple HomeKit compatibility, we suspect that HomeKit support will be coming later down the pipeline. Remember that the Honeywell Lyric and its system kits DO support local end user programming and Apple HomeKit, so that can be a really good alternative if you don't want to wait for Resideo to get their system ready.

With that out of the way, here are the kits! Like we said earlier, there are four (4) distinct categories, with three (3) system kit options in each category. Basically, in each category, you are choosing an IP-only option OR a dual-path IP & LTE cellular option with either AT&T OR Verizon. Find the category that makes the most sense for you, and then choose - IP-only, Dual-Path AT&T & IP, or Dual-Path Verizon & IP.

Remember that if you go dual-path, you will need a monitoring plan with cellular connectivity, such as an Alarm Grid Gold or Platinum Level Plan (Self or Full). We always recommend the use of cellular backup, as it is the only way to keep your system connected for monitoring service in the event of an internet outage. But whether you ultimately go with IP-only or dual-path is up to you. As a reference, the cellular communicator options for the PROA7PLUS are the PROLTE-A (AT&T LTE) and the PROLTE-V (Verizon LTE). And make sure that your monitoring plan includes access to Total Connect 2.0 if you want to control the PROA7PLUS System remotely from your phone or a web browser!

The first category we have is our 3-1 PROA7PLUS Kits. These include the PROA7PLUS System, three (3) PROSIXMINI2 Door and Window Sensors, one (1) PROSIXPIR Motion Sensor, and a Honeywell LT-Cable. These are great for smaller homes and apartments where only a few sensors are needed.

• Honeywell Home PROA7PLUS031 - PROA7PLUS Encrypted 3-1 Base Kit: System, 3 D/W Contacts, 1 Motion, LT-Cable
• Honeywell Home PROA7PLUS031A - PROA7PLUS Encrypted 3-1 AT&T Kit: System, 3 D/W Contacts, 1 Motion, Communicator, LT-Cable
• Honeywell Home PROA7PLUS031V - PROA7PLUS Encrypted 3-1 Verizon Kit: System, 3 D/W Contacts, 1 Motion, Communicator, LT-Cable

Next, we have our 10-1 PROA7PLUS Kits. These include the PROA7PLUS System, ten (10) PROSIXMINI2 Door and Window Sensors, one (1) PROSIXPIR Motion Sensor, and a Honeywell LT-Cable. These are great for larger homes and businesses where many sensors are needed.

• Honeywell Home PROA7PLUS101 - PROA7PLUS Encrypted 10-1 Base Kit: System, 10 D/W Contacts, 1 Motion, LT-Cable
• Honeywell Home PROA7PLUS101A - PROA7PLUS Encrypted 10-1 AT&T Kit: System, 10 D/W Contacts, 1 Motion, Communicator, LT-Cable
• Honeywell Home PROA7PLUS101V - PROA7PLUS Encrypted 10-1 Verizon Kit: System, 10 D/W Contacts, 1 Motion, Communicator, LT-Cable

Then, we have our Wired Upgrade PROA7PLUS Kits. These include the PROA7PLUS System, a PROSIXC2W Wired to Wireless Converter, and two (2) Honeywell LT-Cables. These are great if you are upgrading to the PROA7PLUS from a wired alarm system, and you want to keep using your existing hardwired sensors.

• Honeywell Home PROA7PLUSW0TAKE - PROA7PLUS Wired Upgrade Base Kit: System, Converter Module, Two (2) LT-Cables
• Honeywell Home PROA7PLUSW0TAKEA - PROA7PLUS Wired Upgrade AT&T Kit: System, Converter Module, Communicator, Two (2) LT-Cables
• Honeywell Home PROA7PLUSW0TAKEV - PROA7PLUS Wired Upgrade Verizon Kit: System, Converter Module, Communicator, Two (2) LT-Cables

Last, we have our Wireless Upgrade PROA7PLUS Kits. These include the PROA7PLUS System, a PROTAKEOVER Legacy RF Receiver Module, an a Honeywell LT-Cable. These are great if you are upgrading to the PROA7PLUS from a wireless alarm system, and you want to keep using your existing compatible wireless sensors.

• Honeywell Home PROA7PLUSWLTAKE - PROA7PLUS Wireless Upgrade Base Kit: System, Legacy RF Receiver, LT-Cable
• Honeywell Home PROA7PLUSWLTAKEA - PROA7PLUS Wireless Upgrade AT&T Kit: System, Legacy RF Receiver, Communicator, LT-Cable
• Honeywell Home PROA7PLUSWLTAKEV - PROA7PLUS Wireless Upgrade Verizon Kit: System, Legacy RF Receiver, Communicator, LT-Cable

Like always, if you have any questions about compatibility, or if you are interested in signing-up for new monitoring service, then please email us at support@alarmgrid.com. We are here to help you from 9am to 8pm ET M-F. We look forward to hearing from you and helping you get started with your new PROA7PLUS Alarm Panel!

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!

Alarm Grid will be closed Thursday, November 26, 2020, for the Thanksgiving holiday. During this time, we will not be answering phones, responding to emails, or shipping orders. We will reopen for business as usual tomorrow, Friday, November 27, 2020. We apologize for any inconvenience.

Additionally, we are also sad to announce our Florida headquarters will be resuming quarantine due to the spike in COVID-19 cases in the state. Starting on Friday, our Florida employees will begin working from home as we did earlier this year. This should not affect your experience as an Alarm Grid customer, but please keep this in mind if you contact us for support or other inquiries. Our Florida headquarters is expected to remain in quarantine until at least the end of the 2020 year.

We understand that this has been a challenging year for many people out there. The ongoing pandemic may put a damper on many holiday gatherings, get-togethers, and annual traditions. But there is still plenty to be thankful for, and we should use this holiday to remember that. Our team will be enjoying a much-needed day of rest today, and we will be ready for business tomorrow.

Remember that you can still reach our central station partner Criticom Monitoring Services (CMS) while we are closed if you need to put your system on test mode. You can do so by calling our phone number, (888)-818-7728, and choosing option number [9]. Alarm Grid customers in Canada who receive central station service through Rapid Response can contact them at (800)-932-3822 to put their systems on test mode.

If you need to reach us while our offices are closed, please email support@alarmgrid.com, and we will do our best to reply as quickly as possible when we reopen on Friday. Keep in mind that our usual business hours are from 9am to 8pm ET M-F. We look forward to hearing from you!

Alarm Grid is excited to announce that we are making several new features available for monitored customers with access to Alarm.com for central station service. These include an In-App Panic, Alarm Cancel/Verify buttons, Subscriber ON/OFF Testing, and Zone Syncing with the central station.

The new features will be available to any Alarm Grid monitored customer with central station service whose monitoring plan includes access to the Alarm.com platform. In order to use most of these features, you will need to download the Alarm.com Mobile App, which is available for free from the Google Play Store and the Apple App Store. This app is great for operating your Alarm.com Security System from virtually anywhere.

By making these features available, we are hoping to improve accessibility and make it easier to control your system and communicate with the central station using the Alarm.com Mobile App. These features will be complementary as part of your Alarm Grid monitoring plan, and they will not result in any changes to your current monthly bill. Our team plans to automatically enable the features for all of Alarm.com customers with central station service.

We have been working very closely with our central station partner Criticom Monitoring Services (CMS) in recent weeks to get the features ready for our customers. As always, CMS has been excellent to work with, and we are confident that we will be able to make a seamless transition for the rollout. We expect to have the features implemented and ready for use sometime during the first week of October.

Let's now take a look at the new Alarm.com features and how you can use them to get the very most out of your security system.

In-App Panic Function

The Alarm.com In-App Panic Function will allow you to send a distress signal to the central station in the event of an emergency. By opening up the Alarm.com Mobile App, you will be able to trigger a Panic and let the central station know that you need help right away. The type of Panic(s) functions that are available will depend on the alarm panel you are using. These can include Audible Police, Silent Police, Fire, and Auxiliary Panics.

When using this feature, Panic Functions are classified as either Silent or Audible. This is based on the panel you are using. An Audible Panic will also be sent to the alarm panel so that a warning message can be displayed on the screen and any programmed sounders and sirens can be activated. Conversely, Silent Panic will result in no message being displayed on the panel, and the system will not produce any sounds.

The table below shows the different types of Panic functions and whether they are Silent or Audible for various Alarm.com Systems. Note how some panels will support both Silent and Audible options for a Police Panic. You will be able to choose the type of Panic to trigger within the Alarm.com App. Remember that Panic availability is determined by the panel you are using and is independent of panel programming. Alarm.com Panels without any true Panic button capabilities will only have a Silent Police Panic available.

To use an Alarm.com In-App Panic, open the Alarm.com App, and expand the Panic option found within the Security System card. This option will have orange text and an exclamation mark (!) inside of a triangle icon. You can then press and hold the desired Panic function button for three (3) full seconds to trigger the Panic. Once triggered, you will have a three (3) second countdown during which you can cancel the Panic signal. After this time has elapsed, the notification will be sent to the central station right away so that help can arrive as soon as possible. Keep in mind that help will be sent to the location of the security system when the In-App Panic function is used.

Cancel & Verify Alarm Buttons

The Alarm.com Cancel Alarm and Verify Alarm buttons are designed to promote a more streamlined process when communicating with the central station during an alarm event. Not only can the Cancel/Verify feature help ensure a quicker response during an emergency, it can also help prevent false alarms and unnecessary dispatch in situations where no help is needed. The feature is optional, and a central station operator will still respond to an alarm normally if no input is made. But it can be very helpful when used properly.

In order for the buttons to be appear, two (2) conditions must be met. The first condition is that a programmed zone on the system has indicated an alarm condition. The second condition is that Alarm.com has received the alarm signal from the panel. Once both events have occurred, the green Cancel Alarm and the red Verify Alarm buttons will both appear at the top of the Alarm.com Mobile App. The buttons will only appear if the user is logged into an Alarm.com profile with Master-Level authority. You will know to check the app because of the text, email, and/or push notification you received about the alarm, based on your notification settings.

You have two (2) minutes to activate either the Cancel Alarm or Verify Alarm function after the buttons have appeared. The two minute timer comes from an estimate of how long it normally takes a central station operator to receive an incoming alarm, process it, and request emergency dispatch to the location. Remember that this is only an estimate. In some cases, a fast-acting central station operator might be able to perform pre-dispatch phone calls and request help before this time period has expired.

Activating the Cancel Alarm or Verify Alarm function is very simple. Just press and hold the corresponding button for thee (3) full seconds. The green Cancel Alarm button is on the left, and it informs the central station that the alarm occurred by accident and to not send any help. The red Verify Alarm button is on the right, and it tells that central station that the alarm is legitimate and to request dispatch immediately. Make sure you are very careful when using this feature to avoid making the wrong input.

Keep in mind that the central station and/or the local authorities might still call you to check in, even after receiving a Cancel or Verify message. The feature is simply used to quickly and efficiently transmit a signal to the central station to let the operator know what action they should take. It is also important to note that if multiple users from different logins try to make a selection, then only the first selection to go through successfully will be seen. Any other user who attempts to make a selection will get a message stating that another Master user has already responded.

Note: Alarm Grid's Central Station Partner Criticom Monitoring Services (CMS) will not process Alarm.com In-App Cancel Commands for Fire and Medical Alarms. CMS will follow the usual operating procedure for the account, even if an In-App Cancel Command is sent for a Fire or Medical Alarm Event.

Subscriber ON/OFF Test

The Subscriber ON/OFF Test feature allows a user to conveniently place their system on Test Mode with the central station through the Alarm.com Mobile App. When the system is in Test Mode, a central station operator will know to not request emergency dispatch to the location in the event of any incoming alarms. By using the Subscriber ON/OFF Test feature, your system will be placed on Test Mode for a set duration of time (1, 2, 4, or 8 Hours). Once you are finished, you can manually end the test or just wait for the timer to expire.

This false alarm prevention method serves as an alternative to calling the central station directly or using the MyAlarms.com feature to put your system on Test Mode. It is very important to always put your system on Test Mode prior to performing any action that may trigger any signal on your system that may normally result in an emergency dispatch . This includes testing any life-safety sensor, such as a smoke detector or carbon monoxide sensor, or testing the panic function on a key fob.

When you activate Test Mode using the Alarm.com App, a signal will be logged to the central station that will inform operators that the system is on Test. If an alarm occurs on your system, then an operator will still see the alarm. But they will also see the notification stating that your system is in Test Mode, and they will know not to contact you or request dispatch. Once the time period you have specified expires, or the mode is exited manually, then the Test Mode notification will disappear, and the central station operators will know to respond to any incoming system alarms in the usual manner.

In order to access this feature, open the Alarm.com Mobile App, and login to your account. Click the Menu Icon (three horizontal bars), and then select Monitoring Settings. Choose the option System Test Mode. You will be able to choose a Test Mode duration of 1, 2, 4, or 8 Hours. Your selection will be indicated with a checkmark. You can then press the blue Start Test Mode button to begin. A grey Stop Test Mode button will then appear if you want to exit Test Mode before the duration expires.

Zone Sync Function

Okay, this last feature is more for us than it is for you. But we still wanted to let you know about the Zone Sync function, as it changes the way that we will set up your Alarm.com Security System with the central monitoring station. Basically, it allows the Alarm.com servers to handle the process of transferring the zone description and other information from the security system to the central station during account creation and/or whenever the system's zones are updated. This information includes zone numbers and names that you have provided for zones on your Alarm.com account.

Traditionally, the process of transferring information from a security system to the Alarm.com servers had to be completed manually by a monitoring company. And really, that is still the case. The only difference now is that we can have Alarm.com automatically update the central station with the zones and their respective names, rather than having to type or write them out ourselves. An end user is still encouraged to contact us whenever they update any of the zones on their system so that a Zone Sync can be performed and we can be sure the new or edited zones get the proper dispatch instructions. We advise using the email mentioned at the end of this post for this purpose.

Get Started With Alarm.com

As we mentioned earlier, we plan to enable these features for all our Alarm.com customers with central station service sometime during the first week of October. These features will be enabled automatically, and no action is needed on your part if you are monitored with Alarm Grid for access to Alarm.com. You do have the option to opt out of any of these features if you want, but there is very little reason to do so. Remember, these new features are all complementary, and they will not increase your existing monthly bill.

If you are not yet monitored, and you are looking to start service with Alarm.com, then we are happy to help you get started. Your new service will include access to these new features. Any new customer wanting to start service, as well as any existing customer wanting to opt out of one or more of these features, should email us at support@alarmgrid.com. We will check your email during our regular business hours of 9am to 8pm ET M-F and reply back as soon as we can. We look forward to hearing from you and helping you use Alarm.com!

Kentucky will soon become home to the latest Alarm Grid office, as we have been diligently assembling a team of expert alarm technicians in the area. Our new hires need a place to work, and a new satellite office will soon be on the way. This is a big step in enhancing our support team.

Alarm Grid certainly tackled the pandemic without missing a beat. It seems that with more downtime, many people finally got around to setting up their own security systems. And with the growing demand and increased business, we had to make some new hires.Since our latest team members are all located in the state of Kentucky, we decided it was time to open an office there. We are thrilled to say that our new satellite office is set to open in October.

Our team has been working with an outstanding group of dedicated and experienced alarm technicians in Kentucky over the past couple of months. We have been developing and molding their skill sets to fit the needs of our growing company. Our new team members have really hit the ground running, as they have already begun to assist us in our regular support duties. We are ecstatic to have these new hires as members of the Alarm Grid team.

Right now, our new Kentucky hires are working in a temporary office, as they are learning everything they need to know to take on a full range of support duties. The permanent office is scheduled to open in October, and we are sure our new team members will be thrilled to finally get comfortable and situated. This has been a huge undertaking for us, and we're very pleased to finally have some results to show from all our hard work.

Not much is changing with the Alarm Grid South Florida Headquarters. Our Florida offices will continue to remain as the home for our Sales/Planner Team, our Content Team, and our Executive Team. Support and Activations will be split between Florida and Kentucky. If you haven't called-in to Alarm Grid support recently, you may notice some friendly new voices on the line. Whether you get a technician in Florida or Kentucky, you can rest assured that you will be receiving the very best customer support and service every step of the way.

Alarm Grid sends a special thank you to our new hires for working hard to get up to speed. We also thank our existing staff for their great job in training the new team members. And most of all, we thank our monitored customers for their continued support. We are proud to have all our monitored customers as members of the Alarm Grid family. If you are interested in Alarm Grid monitoring, please email us at support@alarmgrid.com. Our business hours for responding to emails are 9am to 8pm ET M-F. Also check out this guide to learn more about the monitoring plans we offer. We look forward to hearing from you soon!

Alarm Grid is closed today, Monday September 7th in observance of Labor Day. During this time, we will not be answering phones, and we will not be checking any emails. Please keep that in mind when contacting us for support or assistance. Our team will resume their usual duties on Tuesday.

If you need to contact us during this time, please email us at support@alarmgrid.com, and we will do our best to provide a response on Tuesday. If you need to put your system on test mode, then please call us at (888) 818-7728 and choose option [9], or use the convenient MyAlarms.com feature. We hope you have a fun and safe Labor Day, and we look forward to hearing from you on Tuesday.