Investigating - PRODUCT ALERT: Peripheral Wireless Touchscreen (PROWLTOUCH & VISTAHTCHWLC)
We are investigating an error reported by PROWLTOUCH and VISTAHTCHWLC wireless touchscreen keypad users pairing with PROA7 / PROA7PLUS / VISTAH3 panels.
The PROWLTOUCH and VISTAHTCHWLC wireless touchscreen keypads may display a failure mode indicating 'Decryption Unsuccessful'. If this error occurs, the keypad will be unable to pair with the security panel and should be replaced.
We are collecting more details for investigation and are actively working to resolve the issue. If you experience this situation, please contact support at 800-645-7492 to help further our investigation.
We apologize to affected users for the inconvenience.
ALL FUNCTIONALITY AT THE PRIMARY SECURITY PANEL, INCLUDING ALARM DELIVERY IS NOT IMPACTED.
Mar 21, 2025 - 20:45 UTC
We are investigating an error reported by PROWLTOUCH and VISTAHTCHWLC wireless touchscreen keypad users pairing with PROA7 / PROA7PLUS / VISTAH3 panels.
The PROWLTOUCH and VISTAHTCHWLC wireless touchscreen keypads may display a failure mode indicating 'Decryption Unsuccessful'. If this error occurs, the keypad will be unable to pair with the security panel and should be replaced.
We are collecting more details for investigation and are actively working to resolve the issue. If you experience this situation, please contact support at 800-645-7492 to help further our investigation.
We apologize to affected users for the inconvenience.
ALL FUNCTIONALITY AT THE PRIMARY SECURITY PANEL, INCLUDING ALARM DELIVERY IS NOT IMPACTED.
Mar 21, 2025 - 20:45 UTC
Update - Update: L1 & L2 Water Leak & Freeze Detectors showing as "offline" in their mobile apps.
Your device will report & audibly notify you of any water leak events. Any temperature, humidity, or low battery alerts will not occur until the device is back online.
To resolve the offline status, press & release the button on the side of your device. A light will appear on the device. The device will show online in the app within two minutes.
We apologize for any inconvenience.
Jan 08, 2025 - 19:46 UTC
Your device will report & audibly notify you of any water leak events. Any temperature, humidity, or low battery alerts will not occur until the device is back online.
To resolve the offline status, press & release the button on the side of your device. A light will appear on the device. The device will show online in the app within two minutes.
We apologize for any inconvenience.
Jan 08, 2025 - 19:46 UTC
Update - We want to inform you about a potential issue with your L1 and L2 Water Leak and Freeze Detector devices.
Some users may notice their devices showing as "offline" in their mobile apps.
To resolve the "offline" status, please press and release the button on the side of your device.
A light will appear on the device. The device will show online in the app within 2 minutes.
We apologize for any inconvenience.
We will continue to investigate and provide further updates.
Jan 03, 2025 - 21:17 UTC
Some users may notice their devices showing as "offline" in their mobile apps.
To resolve the "offline" status, please press and release the button on the side of your device.
A light will appear on the device. The device will show online in the app within 2 minutes.
We apologize for any inconvenience.
We will continue to investigate and provide further updates.
Jan 03, 2025 - 21:17 UTC
Identified - We want to inform you about a potential issue with your L1 and L2 Water Leak and Freeze Detector devices.
Some users may notice their devices showing as "offline" in their mobile apps.
To resolve the "offline" status, please press and release the button on the side of your device.
A light will appear on the device. The device will show online in the app within 2 minutes.
We apologize for any inconvenience.
We will continue to investigate and provide further updates.
Jan 03, 2025 - 20:05 UTC
Some users may notice their devices showing as "offline" in their mobile apps.
To resolve the "offline" status, please press and release the button on the side of your device.
A light will appear on the device. The device will show online in the app within 2 minutes.
We apologize for any inconvenience.
We will continue to investigate and provide further updates.
Jan 03, 2025 - 20:05 UTC
My Total Connect Comfort Application
?
Operational
Total Connect Comfort International Application
?
Operational
Total Connect Comfort International Web Portal
?
Operational
Resideo Smart Home
?
Operational
Total Connect 2.0
?
Operational
Alarmnet 360
?
Degraded Performance
First Alert App
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Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance