Resideo Outage History

Started Sep 30, 2025, 12:43 PM UTC· resolved Sep 30, 2025, 04:27 PM UTC

1. identified Sep 30, 2025, 12:43 PM UTC

   We are currently experiencing delays and failures in email processing due to an outage affecting one of our third-party providers, Mailjet. As a result, users may encounter issues with receiving email notifications, welcome emails for new registrations, and password reset messages. Mailjet has identified the root cause of the disruption and is actively working to implement a resolution. We are in ongoing communication with their team and will continue to provide updates as more information becomes available. We sincerely apologize for any inconvenience this may cause and appreciate your patience as we work to restore full service. Alarm delivery and in-app notifications not affected.

2. resolved Sep 30, 2025, 04:27 PM UTC

   All systems are operational.

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Started Aug 21, 2025, 09:32 PM UTC· resolved Aug 22, 2025, 12:53 AM UTC

1. investigating Aug 21, 2025, 09:32 PM UTC

   We are observing failures and delays with status updates to Total Connect 2.0. This can cause errors to occur in the TC2 app when trying to arm/disarm via Total Connect, which are observed even if the action succeeds at the panel. This can also cause delays or failures to receive the related notification for the arm/disarm event. We are working to restore as quickly as possible and apologize for the inconvenience. This does not impact alarm delivery or other services.

2. resolved Aug 22, 2025, 12:53 AM UTC

   All systems are operational.

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Started Aug 18, 2025, 03:41 PM UTC· resolved Aug 19, 2025, 02:09 PM UTC

1. monitoring Aug 18, 2025, 03:41 PM UTC

   Verizon SIM provisioning is experiencing some issues. Users may experience SIM activation delays, but the issue is not expected to impact new installs. We have raised a ticket with Verizon and will continue to monitor for updates. Alarm Delivery is not impacted.

2. resolved Aug 19, 2025, 02:09 PM UTC

   All services are operational.

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Started Aug 15, 2025, 03:53 PM UTC· resolved Sep 03, 2025, 08:33 PM UTC

1. monitoring Aug 15, 2025, 03:53 PM UTC

   AT&T and Verizon are experiencing service outages. We are in contact with the carrier and will continue to monitor the situation. Thank you for your patience, we will provide updates as they become available.

2. monitoring Aug 21, 2025, 02:36 PM UTC

   We are continuing to monitor for any further issues.

3. monitoring Aug 21, 2025, 03:04 PM UTC

   We apologize for any disruptions due to Verizon's service outages. We are aware of several impacted regions, including New Jersey, Virginia/DC, and potentially Louisiana. We have raised tickets with Verizon due to the issues being experienced by our customers and are committed to driving for a resolution.

4. monitoring Aug 21, 2025, 03:41 PM UTC

   We are aware of Verizon service disruptions affecting several regions, including New Jersey, Virginia/DC, and potentially Louisiana. We have raised support tickets with Verizon to address the issues impacting our customers. Our team is committed to driving a resolution.

5. monitoring Aug 21, 2025, 09:11 PM UTC

   Update - Following continued collaboration with Verizon, we’ve received an update on the service disruptions impacting several regions. While some progress has been made, areas such as Virginia/DC, Louisiana and New Jersey remain affected. We are working closely with Verizon to support resolution efforts and minimize customer impact.

6. monitoring Aug 22, 2025, 07:47 PM UTC

   We continue to be highly involved with Verizon to investigate and resolve this issue. Impacted areas, Virginia/D.C.,New Jersey, and Louisiana, persist but remain isolated. We will continue to provide updates as the investigation progresses.

7. monitoring Aug 25, 2025, 11:08 PM UTC

   Subject: Verizon Connectivity Disruption – Ongoing Monitoring and Support Dear Valued Customers, We want to inform you that Verizon is currently experiencing regional connectivity disruptions affecting several areas, including New Jersey, Virginia, Texas, New York, and potentially others. Louisiana was previously impacted by this issue; however, services in that region have now been largely restored. Since August 11, our team has been actively engaged with Verizon to address these disruptions. We've submitted formal support requests and maintained continuous collaboration with their technical teams—including evenings and weekends—to ensure the issue is prioritized and resolved as quickly as possible. We remain committed to minimizing any impact on your services and will continue to provide updates as new information becomes available. Thank you for your continued patience and understanding.

8. monitoring Aug 28, 2025, 08:20 PM UTC

   Dear Valued Customers, We are aware of Verizon-connected security devices which are currently in communication failure due to a Verizon issue which began around August 13. Regions which were most impacted but have since improved include: LA, VA, OH, NC, PA, and AR. Regions still showing significant impact and under active investigation by Verizon include: FL, GA, NJ, NY, RI, and TX. Resideo and Verizon teams are meeting daily to review data and coordinate strategy. During our engagement with Verizon, they confirm the issue has been escalated to their highest levels. We remain committed to minimizing any impact on your services and will continue to provide updates as new information becomes available. Thank you for your continued patience and understanding..

9. resolved Sep 03, 2025, 08:33 PM UTC

   We’re pleased to share that the Verizon-connected security devices in previously affected regions have returned to normal operation. While some devices may still experience standard connectivity fluctuations, overall service levels have stabilized and are performing within expected parameters. As is routinely done, our Security Support teams are working with any unique situations to ensure they are addressed promptly and effectively. Thank you for your continued patience and understanding throughout this event. We sincerely apologize for any inconvenience it may have caused.

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Started Aug 12, 2025, 03:19 PM UTC· resolved Aug 21, 2025, 07:44 PM UTC

1. investigating Aug 12, 2025, 03:19 PM UTC

   We are investigating an issue with user synchronization in the Total Connect 2.0 application. User codes created or changed in the panel are not uploading to TC2 Application after successful syncs. For now, please create or update user codes directly in TC2 application. Ensure the same user code is used if the user already exists in the panel. For more details, log into the AN360 website. We appreciate your patience as we work to resolve this issue. Alarm delivery is not impacted.

2. resolved Aug 21, 2025, 07:44 PM UTC

   All systems are operational.

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Started Aug 11, 2025, 06:42 PM UTC· resolved Aug 11, 2025, 07:47 PM UTC

1. monitoring Aug 11, 2025, 06:42 PM UTC

   AT&T SIM provisioning is experiencing some issues. Users may experience SIM activation delays, but the issue is not expected to impact new installs. We sincerely apologize for any inconvenience caused. We have raised a ticket with AT&T and the issue appears to be recovering. Alarm Delivery is not impacted.

2. resolved Aug 11, 2025, 07:47 PM UTC

   All systems are operational.

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Started Aug 07, 2025, 09:39 PM UTC· resolved Aug 08, 2025, 03:08 AM UTC

1. investigating Aug 07, 2025, 09:39 PM UTC

   Some users are reporting weather services are not updating to Pro, Tux, and Lyric security panels. Our teams are actively working to resolve the issue, we apologize for any inconvenience.

2. resolved Aug 08, 2025, 03:08 AM UTC

   All systems are operational.

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Started Jul 19, 2025, 02:55 AM UTC· resolved Jul 19, 2025, 01:24 PM UTC

1. investigating Jul 19, 2025, 02:55 AM UTC

   We are aware some WLD and VX series device users may experience intermittent issues with push notifications. Our team is aware and actively working towards a resolution. We appreciate your patience and apologize for the inconvenience.

2. resolved Jul 19, 2025, 01:24 PM UTC

   All services are running normally.

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Started Jul 15, 2025, 04:57 PM UTC· resolved Jul 15, 2025, 08:38 PM UTC

1. investigating Jul 15, 2025, 04:57 PM UTC

   We are investigating an impact to email and text delivery from Total Connect 2.0. This can impact welcome emails and other notifications from the TC2 location to email and sms. Push notifications from the TC2 app continue to work with no delay and are suggested as a workaround while we investigate. No impact to alarm delivery to central stations, or other services. We appreciate your patience while we work to resolve the issue.

2. investigating Jul 15, 2025, 05:17 PM UTC

   In addition to the previously reported email and sms delivery impact, we are investigating an impact to Total Connect 2.0 services including a delay or failure to update alarm panel system status and activities seen in the Total Connect application and website. Push notifications from the TC2 app continue to work with no delay and are suggested as a workaround while we investigate. No impact to alarm delivery to central stations, or other services. We appreciate your patience while we work to resolve the issue.

3. investigating Jul 15, 2025, 06:21 PM UTC

   As we work to resolve the email and sms delivery impact, and the delay or failure to update alarm panel system status and activities seen in the Total Connect application and website, some users may receive email or text notifications from events earlier today. We apologize for the inconvenience and are continuing to work towards a resolution.

4. resolved Jul 15, 2025, 08:38 PM UTC

   All services are running normally.

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Started Jul 13, 2025, 03:37 PM UTC· resolved Jul 14, 2025, 12:19 PM UTC

1. identified Jul 13, 2025, 03:37 PM UTC

   Our live chat support is currently down due to a 3rd party issue. Our phone support lines and social support are fully operational. Thank you for your patience, we apologize for the inconvenience.

2. resolved Jul 14, 2025, 12:19 PM UTC

   All services are running normally.

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Started Jul 12, 2025, 06:55 PM UTC· resolved Jul 12, 2025, 09:26 PM UTC

1. investigating Jul 12, 2025, 06:55 PM UTC

   We are aware of an intermittent issue affecting events/notifications for TC2. The team is actively investigating, thank you for your patience as we work to resolve. Alarm delivery is not impacted.

2. resolved Jul 12, 2025, 09:26 PM UTC

   All services are running normally.

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Started Jul 11, 2025, 10:33 PM UTC· resolved Jul 12, 2025, 02:18 AM UTC

1. identified Jul 11, 2025, 10:33 PM UTC

   Our live chat and social support options are currently down due to a 3rd party outage. We are working with the vendor to restore services. Our phone support lines are fully operational. Thank you for your patience as we work to resolve with the vendor.

2. resolved Jul 12, 2025, 02:18 AM UTC

   All systems are operational.

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Started Jul 11, 2025, 04:10 PM UTC· resolved Jul 13, 2025, 01:26 PM UTC

1. investigating Jul 11, 2025, 04:10 PM UTC

   We are investigating some issues impacting the Total Connect 2.0 functionality. This may affect your end user's remote capability and appears to occur only with a limited population of Android users. Please log into the TC2 website for more details. There is no impact to alarm delivery. We appreciate your patience while we work to resolve the issue.

2. resolved Jul 13, 2025, 01:26 PM UTC

   All services are running normally.

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Started Jul 02, 2025, 07:06 PM UTC· resolved Jul 02, 2025, 07:52 PM UTC

1. investigating Jul 02, 2025, 07:06 PM UTC

   System Affected: AlarmNet, TC2, Compass Connectivity Alert Details: We are investigating connectivity failures some users may experience with remote connections from AlarmNet 360, Total Connect 2.0, and Compass. ALARM DELIVERY IS NOT IMPACTED

2. resolved Jul 02, 2025, 07:52 PM UTC

   All services are running normally.

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Started Jul 01, 2025, 05:46 PM UTC· resolved Jul 02, 2025, 01:38 AM UTC

1. investigating Jul 01, 2025, 05:46 PM UTC

   We are investigating potential communication impact to some AlarmNet accounts using the LTEM-P communicator. We are investigating at a high priority and apologize for any inconvenience. At this time we appear to be recovering and are working to fully restore as quickly as possible. Alarm Delivery is not impacted.

2. resolved Jul 02, 2025, 01:38 AM UTC

   **All services are running normally.**

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Started Jun 21, 2025, 03:57 PM UTC· resolved Jun 21, 2025, 05:06 PM UTC

1. investigating Jun 21, 2025, 03:57 PM UTC

   We are aware some of our customers are experiencing issues with our application. This may impact logging in and controlling your devices remotely. The thermostat can still be used directly to control your heating and cooling system. We apologize for any inconvenience this may cause.

2. resolved Jun 21, 2025, 05:06 PM UTC

   All services are running normally.

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Started Jun 11, 2025, 02:16 PM UTC· resolved Jun 11, 2025, 02:51 PM UTC

1. investigating Jun 11, 2025, 02:16 PM UTC

   We are aware of an issue affecting our support phone numbers. We thank you for your patience as we work to resolve the situation as rapidly as possible. Please accept our apologies for the disruption.

2. resolved Jun 11, 2025, 02:51 PM UTC

   Phone system interruption is resolved, all systems are operational.

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Started Jun 03, 2025, 03:16 PM UTC· resolved Jun 03, 2025, 04:24 PM UTC

1. identified Jun 03, 2025, 03:16 PM UTC

   First Alert App users may experience issues registering devices. Our team is aware and taking action to resolve the issue. Thank you for your patience, we apologize for any inconvenience experienced.

2. resolved Jun 03, 2025, 04:24 PM UTC

   Systems are operational.

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Started Jun 03, 2025, 02:39 PM UTC· resolved Jun 03, 2025, 11:25 PM UTC

1. identified Jun 03, 2025, 02:39 PM UTC

   TC2 Push Notifications: Some users may be experiencing issues. Microsoft informed us of an issue observed on their end and are currently deploying a fix. Thank you for your patience, and we apologize for any issues you may experience.

2. resolved Jun 03, 2025, 11:25 PM UTC

   Received confirmation from Microsoft, issue resolved. All systems operational.

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