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App Error: Unexpected Error


Unexpected Error message in App

In rare occurrences, you may receive an error reporting “Unexpected Error” from within the SimpliSafe Mobile App. This error typically occurs when the Base Station loses its connection to Wi-Fi. You’ll need to reconnect the Base Station to your home network to resolve this issue, and in some instances, you may need to reset your Base Station.

To reconnect your Base Station to Wi-Fi, use these steps:

  1. Navigate to the three-bar menu in the upper left-hand corner

  2. Select My System

  3. Choose General Settings

  4. Tap on ‘WiFi Network’

    1. You may see your network listed here, continue with the steps below to reconnect

  5. Select ‘Yes, Connect’

  6. Enter the password for your Wi-Fi network

  7. Click ‘Connect’ once finished

  8. Your app will state “Yay! Your Base Station is connected” if the credentials are correct.

  9. Tap Done to exit the Wi-Fi setup mode

If the above steps do not resolve the issue, resetting your Base Station is the next course of action.

To reset your Base Station, follow these steps or watch the video below:

  1. Disarm your system by setting your Keypad or the Mobile App to OFF

  2. Remove the power adapter from the Base Station

  3. Using a Phillips-head screwdriver, remove the screw holding the battery cover in place, and then remove the battery cover

  4. Remove one of the batteries from the Base Station - this ensures there is no power going to the Base Station

  5. Wait at least 15 seconds, then reinsert the battery

  6. Replace the battery cover on the bottom of the Base Station, then reseal it with the screw and your Phillips-head screwdriver

  7. Wait 1-2 minutes for the Base Station to establish a fresh connection

  8. Set your Base Station to Home or Away to test arming it

    1. You should hear your Base Station begin the exit countdown, and it should no longer announce any errors

If the above steps do not resolve the issue, please contact our support team directly for further assistance.