Site Announcements Posts

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.

We have learned that Alarm.com is planning to release new updates for their Android and iOS mobile apps. The new updates will make it easier to access your Alarm.com Video Doorbell Camera from your phone. General stability fixes and improvements will also be included in the updates.

The new Alarm.com Mobile App versions are Android Version 4.14.2 and iOS Version 4.15. These new versions include doorbell camera support to the Home Screen Quick Actions Option. This option is configurable through the App Settings Menu. When properly configured, you will be able to access the live feed for your video doorbell with a single, long press of the Alarm.com App icon.

As we have learned from prior experiences, Alarm.com usually has a bit of a delay between announcing their new app updates and them actually being available in the Google Play Store and the Apple App Store. Don't fret if you don't see them right away. In fact, we don't expect them to appear until the start of September at the earliest. Our best estimate is that they will be made available in the first or second week of September, but it really depends on how quickly Alarm.com gets the bell rolling.

All Alarm.com users are encouraged to download the latest versions when available, as they should also include general stability fixes and improvements to provide a better user experience overall. Keep an eye out for them in the next couple of weeks. If you have any questions about the Alarm.com Mobile App, or if you are interested in starting monitoring service for access to Alarm.com, reach out to us by emailing support@alarmgrid.com. We check our email from 9am to 8pm ET M-F. We look forward to hearing from you!

After much anticipation Firmware Version 2.5.3 for the Qolsys IQ Panel 2 Plus is now available! This update brings support for the PowerG Wired to Wireless Converter, as well as some other new features. Everyone with an IQ Panel 2 is encouraged to download the update as soon as possible.

Support for the DSC PG9WLSHW8 PowerG Wired to Wireless Converter is the biggest new addition for Firmware Version 2.5.3. We covered the PowerG Wired to Wireless Converter extensively in a post last month. But just as a quick recap, the device allows to you to connect hardwired sensors so that they can communicate with the IQ Panel 2 Plus wirelessly across the PowerG protocol. This is an excellent way to upgrade from an older hardwired system, as it can prevent you from having to purchase entirely new wireless sensors.

The PG9WLSHW8 also includes all the benefits of PowerG. This includes a wireless range of up to 2,000 feet away from the IQ2+ in an open air environment, military grade 128-bit AES encryption, and Frequency Hopping Spread Spectrum (FHSS) technology for added protection. Up to eight (8) hardwired zones are built into a single converter, and you can use up to two (2) of the PG9WLSHW8 units per IQ2+ System. The unit even offers support for 2-wire or 4-wire smoke detectors, plus a 700mA supervised output for adding a wired siren.

Of course, IQ Panel 2 Firmware Version 2.5.3 includes a huge bundle of other new features and functions. Even if you don't plan on adding a DSC PG9WLSHW8 unit, there are still many other reasons to receive the upgrade. We'll touch on all the other new additions below.

The IQ2 system now has Panel Ambient Noise Detector settings to adjust noise threshold and duration. Qolsys added this feature with MDU settings where noise complaints are a concern. The feature can be used in-place of the panel's built-in glass break sensor. Alarm.com is planning to add back-end support for this feature sometime in the future.

Alarm.com commercial customers will be able to take advantage of their Smarter Business Temperature Monitoring (SBTM) service plan, which is used in conjunction with the DSC PG9905 PowerG Temperature Sensor. The SBTM service plan allows for 24/7 monitoring, real-time alerts, and historical temperature reporting. It is designed with businesses like restaurants, grocery stores, and pharmacies in mind. Alarm Grid customers with Alarm.com commercial accounts can contact us for more information. In addition, the IQ2+ can now display a trouble condition when an external probe is disconnected from the DSC PG9905.

If you use Alarm.com for solar energy monitoring, then you will be pleased to know that IQ Panel 2 Firmware Version 2.5.3 offers the ability to provide information from your solar inverter right on your security panel! Solar inverter units from SolarEdge and Enphase are supported. Please see this prior blog post for more info about Alarm.com Solar Monitoring.

Thinking ahead, Qolsys has made Firmware Version 2.5.3 compatible with future Z-Wave 700-Series daughter cards. The 700-Series of Z-Wave will represent the successor to Z-Wave Plus, also known as the Z-Wave 500-Series. Like all new iterations of Z-Wave technology, the 700-Series will allow for extended range and battery life when used with a compatible Z-Wave controller or hub. We hope to see 700-Series Z-Wave devices enter the market sometime in the not-so-distant future. Qolsys also made improvements to the IQ2 Z-Wave Diagnostics Map when using the Z-Wave 6.81 SDK to include RSSI values, as well as the ability to move automation device on the Diagnostics Map.

Some new 500-Series Z-Wave Plus devices are now supported by the IQ Panel 2. Most notably, these include Z-Wave switches from Eaton. Newly supported models include the RF9601, RF9617, RF9640-N, and RF9642-Z. It's good to see Qolsys increasing their support of compatible Z-Wave devices, and we have heard particularly nice things about the Z-Wave switches from Eaton and Cooper.

You can now disarm from the main IQ Panel 2 during the Exit Delay if the arming session was initiated from an IQ Remote, PowerG Keypad, or key fob device. Qolsys also added three (3) new Sensor Groups for keypads, key fobs, and panic switches. These new Sensor Groups include (3) Mobile Silent, (5) Fixed Silent Auxiliary, and (7) Mobile Silent Auxiliary. These new Sensor Group options should add some more versatility for these devices. And as for the Qolsys IQ Remote Keypad, it now has the ability to pair with IP routers using the Protected Management Frame (PMF) protocol.

There are some new changes to the Easy Install Wizard that loads upon booting up the system for the first time. A new drop-down option will allow you to select one of (13) languages for the setup wizard. There is also a new page in the wizard with QR links for you to scan using the camera on your Android or iOS phone to quickly download the Alarm.com Mobile App. Also added to the Easy Install Wizard are new help screens that provide more information on how to pair and test door and window contacts and motion detection sensors.

Some general improvements to the system's PowerG firmware have also been bundled with Firmware Update 2.5.3. The PowerG Modem Firmware is now Version 2.38. There is now support for Fire Trouble and Dirty Detector Trouble on the IQ2 and ADC when DSC PG9936 PowerG Smoke Detectors are used. Proximity tag support is now supported with the Visonic PowerG Wireless Keypads (models KP141 and KP241). And the Alarm.com back end can now show the "Not Networked" status for PowerG Sensors in the Event History. This occurs when a PowerG device is enrolled with the panel, but then fails to complete the network association and goes into RF sensor failure.

There are also some changes affecting certain PowerG Door and Window Contact Sensors. For the DSC PG9309 and DSC PG9312, both the reed switch and the auxiliary input can be disabled during disarm. The same also applies to the auxiliary input on the DSC PG9945. The purpose of this is to extend the battery life on high traffic doors. Additionally, the PG9945 and PG9309 can be learned-in with the IQ2+ twice. One zone will be for the sensor's internal reed switch, which the other will be used with the auxiliary input.

Other miscellaneous features have been added as well. LiveAnswer is now supported on the IQ2 for security cameras with non-standard aspect ratio streaming. New languages of German, Danish, Portuguese, Hungarian, and Romanian have all been added to the IQ Panel 2. The IQ2 will also now provide audible and visual indication of dual-path failures when the EN Grade 2 Setting is enabled. A change to the Swinger Shutdown feature has been made so that once a sensor reaches its Swinger Shutdown limit, a subsequent sensor event will tell the IQ2 to send an event notice to Alarm.com. Lastly, various improvements to the system have been made so that the IQ2 meets the EN50131-1 Standard.

Now that we have covered all of the new features included with Firmware Version 2.5.3, we can cover the process for upgrading your IQ Panel 2. Qolsys did things a little bit different this time. In order to download 2.5.3, your IQ Panel 2 or IQ Panel 2 Plus must be running a firmware version between 2.0.1 and 2.4.2. Do not attempt to download 2.5.3 if your IQ Panel 2 is running Firmware Version 2.5.0 or 2.5.1. If your IQ2 is on one of those firmware versions, then you must upgrade in stages by upgrading to Firmware Version 2.5.2 first, and then upgrading to Version 2.5.3. More information on upgrading to 2.5.2 can be found here.

If you need to check the firmware version for your panel, click the small grey bar at the top of the screen, and choose Settings > Advanced Settings > enter Installer Code (default 1111) > About > Software. You should see the firmware version displayed. The panel in the picture below is already on 2.5.3.

Once your IQ2 is on a firmware version of 2.0.1 to 2.4.2, or is on Firmware Version 2.5.2, then you can begin upgrading the Qolsys IQ Panel 2 Firmware Version 2.5.3. To begin, make sure your panel is monitored and connected with the Alarm.com servers via WIFI. The panel should be plugged into its AC outlet, and it should not have a low-battery condition.

When ready, you can perform the update by clicking the small grey bar at the top of the screen and selecting Settings > Advanced Settings > Installer Code (default 1111) > Upgrade Software > Patch Tag > enter iqpanel2.5.3 > OK > Upgrade Using Network. Then press OK when prompted. It will take about five (5) minutes for the update process to complete. The panel will reboot as part of the update process.

If you have any questions about the Qolsys IQ Panel 2 Plus, please reach out to us. Also remember to check out this post to learn more about our monitoring plans for gaining access to Alarm.com. The best way to contact us with questions about the IQ Panel 2 System or alarm monitoring in general is to email support@alarmgrid.com. We check our email from 9am to 8pm ET M-F. We look forward to hearing from you!

2GIG GC2e and 2GIG GC3e users have some new options available, as two (2) new products have been added to the growing 2GIG eSeries Lineup. These are the 2GIG TAKE1e-345 Wired to Wireless Converter and the 2GIG TILT1e-345 Tilt Sensor. Both products are available now from Alarm Grid.

If you are not yet familiar with the 2GIG eSeries Sensors, they offer a more secure wireless connection than the non-encrypted 2GIG 345 MHz Sensors. By utilizing wireless encryption, the 2GIG eSeries devices are nearly impossible for potential intruders to disrupt or takeover wirelessly. This can provide added peace of mind for end users. Just keep in mind that the 2GIG eSeries Sensors will only work with the 2GIG GC2e and 2GIG GC3e. They are not backwards compatible with the older 2GIG Panels, like the 2GIG GC2 and 2GIG GC3.

The 2GIG TAKE1e-345 Encrypted Wireless Takeover Module is a wired to wireless converter that is primarily used when upgrading to a GC2e or GC3e from an older wired alarm panel. When setting up the 2GIG TAKE1e-345, it is recommended that you keep the existing panel in place. This is because the TAKE1e-345 will draw power from the exiting panel, as the unit does not come with its own power supply. Once the device is set up properly, your existing wired sensors will be able to communicate with your GC2e or GC3e across an encrypted wireless protocol.

The 2GIG TILT1e-345 Encrypted Tilt Sensor is a tilt sensor designed primarily to monitor garage doors. The device works by sending an alert signal to the panel whenever the unit is tilted more than 45 degrees. Normally, the TILT1e-345 is mounted vertically on top of a garage door. When the garage door is opened, the sensor will shift to a horizontal position. This will trigger the sensor and tell it to alert the panel. Other potential uses for the 2GIG TILT1e-345 include use on mailboxes, pet doors, and hinged crawl space doors. Really, any structure that opens vertically can make use of the sensor.

Both of these great sensors are now available from Alarm Grid. If you have any questions about the 2GIG TAKE1e-345 or the 2GIG TILT1e-345, or if you want to learn more about how you can monitor your 2GIG GC2e or 2GIG GC3e, then please contact our team by emailing support@alarmgrid.com. We check our email from 9am to 8pm ET M-F. We look forward to hearing from you!

Alarm Grid has learned that Johnson Controls has acquired the remaining stake of Qolsys. Johnson Controls now fully owns Qolsys. The press release from Qolsys states that all key Qolsys leaders and founders will remain at the company's Silicon Valley headquarters in San Jose, CA.

Jeff Williams, President of Global Products for Johnson Controls said of the acquisition:

"Qolsys has grown from a startup to a leading security platform provider with over 4,000 dealers and service providers worldwide. Johnson Controls sees long-term opportunities to bring Silicon Valley innovation and culture to our broader cloud-enabled IoT solutions in building management, fire and HVAC businesses... The opportunity to acquire Qolsys allows Johnson Controls to achieve operational efficiencies and scale across our global markets."

Johnson Controls had already owned the majority of Qolsys. This latest acquisition now puts the entire company under the ownership of Johnson Controls. In addition to Qolsys, the Johnson Controls banner also includes the likes of DSC, Bentel, Visonic, PowerG, and Tyco. The company has certainly assembled an extensive collection of security products and namesakes. Now with Qolsys fully under their control, their expansion should only continue.

As part of the move, Qolsys CEO Dave Pulling will transition to the role of Vice President and General Manager of Global Intrusion Products for Johnson Controls. According to Pulling, Johnson Controls will remain committed to serving existing Qolsys users, while also setting their sights on potential global growth. As for the Qolsys namesake, it shouldn't be going anywhere, and it will continue to represent various panels, sensors, and accessories.

Interestingly, the bottom of the press release from Qolsys hints at a "fourth generation IQ Panel", with a very vague release date of 2021. The press release states that the Fourth Gen IQ Panel will feature a "Qualcomm Chipset with support for AI, M2M, and Next Generation Connectivity". This is the first we've heard about a 4th-gen IQ Panel, but it really sounds like exciting news. We don't have any other details about a 4th-gen Qolsys IQ Panel at this time, but we will definitely keep our eyes open for more news.

Qolsys is currently known for their state-of-the-art IQ Panel 2 Plus. The company is set to release the lower-cost Qolsys IQ Hub later this year, which will represent the "third gen" in the IQ Panel lineup. Also on the roadmap for Qolsys is the upcoming Qolsys IQ Router. And last month's release of the DSC PowerG Wired to Wireless Converter was big news for many Qolsys IQ Panel 2 Plus users. It goes without saying that the company has been frequently making some big waves in the security industry.

Alarm Grid has frequently praised Qolsys Panels for their intuitive designs and simple user interfaces (UIs). We have found that the IQ Panel 2 serves as a great option for new users who aren't necessarily accustomed to, or experienced in, operating alarm systems. We hope that this will continue for Qolsys, even as they are now operating fully under the Johnson Controls banner. Many end users appreciate having easy-to-operate security systems greet them in their homes and businesses. Our hope is that Johnson Controls and Qolsys do not lose sight of that vision.

If you have any questions about the Qolsys IQ Panel 2 Plus, or any other security product from Johnson Controls, or if you want to learn more about monitoring service, please send an email to our team at support@alarmgrid.com. We check our email from 9am to 8pm ET M-F. We look forward to hearing from you!

We have learned that Qolsys has released a fix for the 6.81.03 Z-Wave Firmware for the IQ Panel 2 and IQ Panel 2 Plus. With this fix, the 6.81.03 Z-Wave Firmware is once again available for download for any Qolsys IQ Panel 2 or IQ Panel 2 Plus running System Firmware Version 2.4.2 or higher.

The saga regarding Z-Wave Firmware 6.81.03 for the IQ Panel 2 has been ongoing for quite awhile now. For anyone who isn't fully in the loop, we will provide a brief recap of the events.

In September of last year, Qolsys released IQ Panel 2 Firmware Version 2.4.0. Any newly manufactured IQ Panel 2 Plus System with 2.4.0 or higher pre-installed would have the 6.81.03 Z-Wave Firmware already pre-installed out of the box. Those with an older IQ Panel 2 or IQ Panel 2 Plus System that had been upgraded from a lower system firmware version would need to separately update the Z-Wave firmware for the system if they wanted to use the associated features.

To be clear, updating the Z-Wave firmware on an IQ Panel 2 or IQ Panel 2 Plus is optional. The 6.81.03 Z-Wave Firmware only provides the Smart Start feature for enrolling compatible devices via a scanned QR code, and it upgrades the panel's automation security protocol from S0 to S2. If a user doesn't need and/or doesn't care about these features, then skipping the update is fine. Unlike panel firmware for the IQ2, the system's Z-Wave firmware isn't as important to have on the latest version. Many users chose to skip the update entirely. And that remains the case now. If you do not want the update, then you do not need to apply it.

Later, in July 2020, Qolsys discovered problems with Z-Wave Firmware Version 6.81.03. Once this happened, Qolsys took the associated patch tag off the network so that it could no longer be downloaded. But now that Qolsys has corrected the associated issues, the update is once again available for download. Anyone who performs the upgrade now will download an updated version of the 6.81.03 Z-Wave Firmware to the panel. This updated version does not have the problems and issues that were associated with the earlier version, even though they are both referred to as Z-Wave Firmware 6.81.03.

Of course, there are some users who still have the faulty version of the 6.81.03 Z-Wave Firmware on their panels. For these users, the problem can be corrected by performing a system firmware update for the IQ Panel 2. In other words, upgrading to the latest system firmware (2.5.2) with the 6.81.03 Z-Wave Firmware already installed will update the panel's Z-Wave firmware from the faulty version of 6.81.03 to the newly updated version that has the fixes applied. Users who were already running 2.5.2 at the time they applied the faulty Z-Wave firmware patch, will need to wait for the next firmware release to fix the problem. According to Qolsys, their IQ Panel 2 System Firmware Version 2.5.3 will be made available later this month. More information on IQ Panel 2 System Firmware can be found on this helpful page.

We understand that this may be a bit confusing, so we have broken IQ Panel 2 and IQ Panel 2 Plus users into three (3) categories. Find the bold statement below that applies to you, and follow the corresponding instructions. It may also be helpful to check and see whether or not your IQ Panel 2 is on Z-Wave Firmware 6.81.03. To do this, press the small grey bar at the top of the main screen, and choose Settings > Advanced Settings > enter Installer Code (default 1111) > About > Z-Wave. You should see the current Z-Wave Firmware listed.

1. My IQ Panel 2 is NOT on Z-Wave Firmware 6.81.03.

If your IQ Panel 2 is not on Z-Wave Firmware Version 6.81.03, then that tells us two things. For one, it means that the panel was originally manufactured with a system firmware version of less than 2.4.0. Second, it also means that no updates to the system's Z-Wave firmware have ever been applied.

Since you haven't updated the Z-Wave firmware for the system before, you can apply the update as normal. You will be downloading the newly updated 6.81.03 that has the proper fixes applied. Please see this helpful FAQ for more information about applying the patch tag.

Remember, your IQ Panel 2 must be on at least System Firmware Version 2.4.2 to apply the 6.81.03 Z-Wave Firmware. If your system is not on a high enough firmware, then now is a great time to update to the latest system firmware version, which is Version 2.5.2. Alternatively, you might choose to wait a few weeks for System Firmware Version 2.5.3, since it's coming so soon.

Another option is to just skip the Z-Wave update entirely. The older "pre-6.81.03" Z-Wave firmware versions are very stable, and they generally work great. All you are getting by updating the Z-Wave firmware is access to the Smart Start feature and an upgrade for your system's Z-Wave Security Protocol (from S0 to S2). If you do not care about these updates, then you can simply take no action.

2. My IQ Panel 2 is on Z-Wave Firmware 6.81.03, but I'm not on the latest System Firmware 2.5.2.

Your panel is on Z-Wave Firmware Version 6.81.03 either because it was manufactured that way, or because a Z-Wave firmware update was manually performed. In either case, the 6.81.03 Z-Wave Firmware Version your system is running is flawed, and we strongly advise applying a fix. There is no way to "downgrade" to an older Z-Wave firmware, so you must apply the newly fixed 6.81.03 Z-Wave Firmware to the panel.

Luckily, Qolsys made it very easy to fix the issue for users in this situation. All you need to do is update the system firmware to the latest version. By updating to System Firmware 2.5.2 with the 6.81.03 Z-Wave Firmware already installed, the appropriate fix will be applied so that your system's Z-Wave firmware will work in the proper manner. We recommend checking our IQ Panel 2 Plus System Firmware Updates Page for more information.

3. My IQ Panel 2 is on Z-Wave Firmware 6.81.03, AND I'm already on System Firmware 2.5.2.

Since your system is already on the latest firmware, you cannot perform a firmware update to fix the issue. Any user in this situation will not be able to take any action towards fixing their faulty Z-Wave firmware until Qolsys releases IQ Panel 2 System Firmware Version 2.5.3. Once 2.5.3 is available, you can download that Z-Wave firmware, and the updated 6.81.03 Z-Wave Firmware will also be automatically applied at that time. Qolsys says that System Firmware 2.5.3 will be made available later this month. Alarm Grid will post an update blog once 2.5.3 is available, so make sure to stay tuned.

UPDATE: Qolsys IQ Panel 2 Plus Firmware Version 2.5.3 is now available! Please see this blog post for more information.

We understand that this is a lot of information to take in for a relatively simple issue. If you need any clarification regarding the issue, or if you want to learn more about our monitoring services, please email us at support@alarmgrid.com. We check our email from 9am to 8pm ET M-F. We look forward to hearing from you!