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Interlogix: Important Fire & Security Product Safety Bulletin – TX+ Sensors and issue with Simon XTi-5i Operation | SES | Security Equipment Supply

Interlogix: Important Fire & Security Product Safety Bulletin – TX+ Sensors and issue with Simon XTi-5i Operation
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Interlogix: Important Fire & Security Product Safety Bulletin – TX+ Sensors and issue with Simon XTi-5i Operation

Date: January 24, 2020

Subject: Simon XTi-5i Operation Issue with TX+ Sensors

References: Return & Warranty Policy for Dealers | Please click here to download the official bulletin.

IMPORTANT SAFETY NOTICE AND TROUBLESHOOTING GUIDELINES ACTION REQUIRED

Please instruct your Sales, Design, Purchasing, Installation and Service personnel to read the below carefully and take action as required.

Bulletin Details:

You are receiving this bulletin because you previously purchased an Interlogix TX+ sensor (TX+DWS, TX+PIR and/or TX+2WAYFOB).

Interlogix has determined that a product safety issue can occur when the TX+DWS and/or TX+PIR sensors are linked and configured to operate in encrypted mode with a Simon XTi- 5i panel. If the issue occurs, the panel may not report an open or tampered door or window or generate an alarm, which could result in personal injury.

Please note that the TX+2WAYFOB is not affected by the product safety issue described in this bulletin. However, in an abundance of caution, Interlogix has included required actions for the TX+2WAYFOB as well.

This bulletin describes the issue and informs you of the immediate actions which are required on your part. Please read the following carefully and note your required actions.

Description of the Issue:

The product safety issue is a software issue, which can manifest as two separate types of errors that affect the functioning of the TX+DWS and TX+PIR sensors. Please note that these errors can only occur if the Simon XTi-5i panel is operating in encrypted mode; in unencrypted mode, the panel and sensors operate correctly.

1. Supervisory Error: This potential issue can occur only in the TX+DWS sensor. If the sensor is opened or tampered, the panel will correctly report it as such. However, a supervisory signal generated later by the sensor can be misinterpreted by the panel as a restoral event. Therefore, the panel may report that the sensor is closed or not tampered when it may still be open or tampered.

2. Tamper Error: This potential issue can occur in the TX+DWS and TX+PIR sensors. Activation of sensor tamper in armed mode reports as a state change/trouble condition for the sensor, but an alarm is not generated.

Please note that the TX+2WAYFOB is not affected. However, in an abundance of caution, Interlogix has included required actions for the TX+2WAYFOB.

Immediate Solution:

1. Uninstalled Sensors: Interlogix mandates that Distributors and Dealers halt the sale and/or installation of the TX+DWS and TX+PIR sensors. In an abundance of caution, Interlogix also mandates that the sale and/or installation of the TX+2WAYFOB be halted.

  • For Dealers that Purchased TX+ Sensors Directly from Interlogix: All uninstalled TX+DWS, TX+PIR and TX+2WAYFOB sensors in Dealer inventory that were purchased directly from Interlogix must be returned following the Interlogix RMA process found in the Return & Warranty Policy for Dealers. Please reference ‘TX+ Sensors’ as the cause for return.
  • For Dealers that Purchased TX+ Sensors through Distribution: All uninstalled TX+DWS, TX+PIR and TX+2WAYFOB sensors in Dealer inventory that were purchased from an Interlogix Distributor must be returned to the Interlogix Distributor.

2. Installed Sensors: Interlogix will be releasing a script through Alarm.com, Interlogix’s back-end service provider, that will change TX+DWS and TX+PIR sensors currently enrolled in encrypted mode to unencrypted mode to prevent the occurrence of the errors outlined in the “Description of the Issue” section above. The script will be released as a remote update from Alarm.com.

This immediate solution provides Dealers time to implement the required steps outlined in the section below entitled “Permanent Solution.”

Permanent Solution:

Interlogix mandates that Dealers remove and replace all currently installed TX+DWS, TX+PIR and TX+2WAYFOB sensors. These sensors can be replaced with any Simon XTi-5i- compatible sensors. For more information on sensor compatibility with the Simon XTi-5i panel, please see the Simon XTi-5 Installation Guide.

All TX+DWS, TX+PIR and TX+2WAYFOB sensors removed and replaced at existing installations must also be returned as follows:

  • For Dealers that Purchased TX+ Sensors Directly from Interlogix: All uninstalled TX+DWS, TX+PIR and TX+2WAYFOB sensors in Dealer inventory that were purchased directly from Interlogix must be returned following the Interlogix RMA process found in the Return & Warranty Policy for Dealers. Please reference ‘TX+ Sensors’ as the cause for return.
  • For Dealers that Purchased TX+ Sensors through Distribution: All uninstalled TX+DWS, TX+PIR and TX+2WAYFOB sensors in Dealer inventory that were purchased from an Interlogix Distributor must be returned to the Interlogix Distributor.

Required Actions for Dealers:

Given the potential safety and property protection functions our products provide, the performance and reliability of our products in your end-user applications are of paramount importance to us. We require your acknowledgment, within fifteen (15) business days of receipt of this bulletin, that you received this bulletin and that you have taken the steps outlined in the official bulletin.

Questions or Concerns:

We thank you for your attention to this matter. If you have any questions or concerns, please contact Technical Support (Option 2) or Customer Service (Option 1) at 855 -286-8889. Questions can be emailed to Questions@Interlogix.com or TechSupport@Interlogix.com.

Here are instructions on how to Return TX+ Sensors to SES:

  1. SES will handle returned product for customers through March 31, 2020. After which time you will need to contact Interlogix directly.
  2. You will have a choice between receiving full credit for the defective units or SES will do an over the counter exchange to replace the product with a compatible EcoLink replacement. Please note the EcoLink product will work in place of the TX+ series product, HOWEVER it is not encrypted.
  3. You do not need a Tech Ticket and these products can be new or previously installed.
  4. SES will accept returns on TX+ Sensors that were purchased through other distributors.