Resideo Update – 09/09/2020

Please review the below communication regarding LTE-CF Firmware updates.  You may have received a similar communication this past Friday, Sept 4.  That communication had incorrect dates in the update schedule, but was otherwise identical.  Please ignore the communication from Sept 4, and replace it with this one.

Wednesday, September 9, 2020

Subject: LTE-CF Firmware Update Notification

Dear Valued Central Station customer.

Resideo has identified an anomaly in certain firmware in the LTE-CFA and LTE-CFV communicators, which are utilized as a fire communication device which meets UL 864 AND NFPA 72.  The result of this anomaly is that a communicator may fail to communicate in certain extremely limited instances when connectivity to an LTE tower is temporarily lost while the communicator is attempting to send a message.  Following our investigation, we have created a resolution to this anomaly through a software update, which we will push to our radios as set forth below, to avoid any potential failures.  We recognize that NFPA 72 requires that any software updates be confirmed by a person onsite and would like for you to take certain steps to ensure compliance.

Resideo will conduct the firmware updates according to the following schedule:

 NOTE: MAC IDs are in Hexadecimal format.  The numbers go from 0-9 then A-F, so the next MAC ID B82CA0999999 is B82CA099999A.

You must communicate with your dealers and have them coordinate with end users or site representatives to notify them of the date and time of the remote download.   The requirements in NFPA 72, which covers the application, installation , location, performance, inspection, testing  and maintenance of fire alarm systems state that functional testing be conducted when changes are made to site-specific software or the system executive software of installed fire alarm equipment (See NFPA 72 – 2019 clause 14.4.2).   Further, NFPA 72 – 2019 clause 14.2.3 indicates the property or building or system owner or the owner’s designated representative is responsible for inspection, testing and maintenance of the system.   Manual actuation of the system may be required by local authorities and notification should be made by the end user of the planned actions based upon the appropriate authority having jurisdiction regarding reacceptance testing.

You should notify your dealers via email when the firmware update is commenced.  Thereafter, the communicator sends E903 (Firmware Update Start) message to central station and downloads the firmware from the AlarmNet server, which is automatically applied to the communicator.  AlarmNet will be provided notice of the following outcomes:

Firmware Update Results:

• If the new firmware is successfully applied the communicator – the communicator will send an E339 (reset) message followed by an R903 (Firmware Update Complete) message to the central station. No further action is required.
• If the new firmware is not successfully applied to the communicator – the communicator will send an E904 (Firmware Update Failed) message to the central station.  In this case, the prior firmware will continue to function.  Please contact AlarmNet for further analysis.
• If the update process causes the communicator to stop sending signals – there will be no follow-up message from the communicator.  At the end of the communicator’s supervision time, an E359 (Communications Failure) message will be sent to the central station. This period is 1 hour for fire radios. AlarmNet will immediately notify the central station of any communicators that are updated that do not provide a follow up message within an hour via AlarmNet 360.  In our testing, we believe that this may occur in an extremely limited number of instances. In the unlikely event that this occurs, please immediately contact the end user and AlarmNet for further analysis.

Resideo believes that providing batch updates in this fashion will ensure that the firmware is updated more quickly than if we required each dealer to be onsite pending the update, which could take months to complete. Further, with the security measures in place and immediate notification, we can be sure that end users will be aware of any issues as they arise and central stations will be standing by to address them.

We have communicated with UL and believe that the steps set forth below are in compliance with the applicable standards.

We apologize for any inconveniences and appreciate your cooperation and understanding while we resolve this issue.

Best Regards,
Brandon Dahlstedt
Product Manager – Communicators