Your Base Station is the brains of your system and requires a clear connection between your SimpliSafe® devices and home network. If you are subscribed to theresidential or business plan like Pro Plus, Pro, Core or Standard Monitoring, a “No Link to Dispatcher” error means that your Base Station has lost both its Wi-Fi and cellular connection and cannot communicate with the Monitoring Center. If you are subscribed to Self Monitoring with Camera Recordings or Basic App Control, a “No Link to Dispatcher” error means that your Base Station has lost its connection and can’t communicate with SimpliSafe® Servers, the SimpliSafe® Mobile App, and the Monitoring Center. To help restore the connection between your Base Station and system, refer to the troubleshooting steps below.
Ensure that your Base Station is powered on and connected to a known working power outlet. Using an outlet connected to a light switch is not recommended and can cause frequent “Power Outage” error messages to be reported if the back up batteries are engaged when power is shut off to the Base Station.
A “No Link to Dispatcher” can also occur if your Wi-Fi network is experiencing an outage, or has recently changed. You’ll want to reconnect your Base Station to Wi-Fi using the steps below.
Please note that these steps are only if you have a monitoring plan that supports cellular backup. If you do not have a professionally monitored plan, please utilize the Keypad steps versus the in-app steps below.
Connecting your Base Station to Wi-Fi using the SimpliSafe® Mobile App
Tap on ‘WiFi Network’ and follow the in-app prompts to connect to your new network
Your app will state “Yay! Your Base Station is connected” if the credentials are correct.
Tap Done to exit the Wi-Fi setup mode.
If this step fails, please use the Keypad steps below.
Connecting the Base Station to Wi-Fi using the Keypad
Using your Keypad, press the Menu button
Then, enter your Master PIN
Select System Settings
Then press the right side of the screen to choose Wi-Fi, followed by Edit
Next, choose your network from the list of available options by tapping “Use”
Enter your password by using the Keypad’s buttons to type in ABC mode (this is similar to T9 or ABC mode which was used for texting with older cell phones)
Once your Wi-Fi Connection has been re-established
When your Base Station has connected to Wi-Fi again, you’ll need to place your system into Test Mode to re-establish a signal using the Keypad.
Using your Keypad, press the Menu button
Enter your Master PIN
Use the arrows and scroll until Test Mode is highlighted, then press the screen to the right to select it
You will know you are in Test Mode when you see a circle appear on your screen with the text, "Test each device by pressing its button".
NOTE: If you have monitoring, you will also receive an automated call from the monitoring center asking you to confirm you placed your system into Test Mode. If you do not answer this call, no worries! A voicemail will be left for you notifying you of the system test.
You can exit Test Mode right away by pressing the Keypad screen to the left. Once you have exited Test Mode, open the SimpliSafe® Mobile Appand choose Timelinefrom the bottom navigation bar. You should see “User Initiated Test” in the timeline, meaning the issue is now resolved.
If you do not have Wi-Fi, or if reconnecting to Wi-Fi does not resolve the “No Link to Dispatcher” error messaging, you’ll need to review theplacement of your Base Station. The placement of the Base Station plays an important role in your system’s overall health. Your Base Station should be placed in a centrally-located area within your home or business, and in an open space. It is recommended that the Base Station is elevated at least 3 feet off the ground on a non-dense surface (ideally glass or wood).
Placing your Base Station in a cabinet, closet, or around dense materials (such as granite, concrete, or metal) can weaken its signal to other SimpliSafe® devices. This can lead to communication errors between the Base Station and your SimpliSafe® products, and cause the other devices (sensors, cameras, etc.) to become unresponsive or go offline.
Installing your Base Station next to devices that output a wireless signal, such as a router or TV, is also not recommended. This can causewireless interference and decrease the overall signal strength of the Base Station.
Before getting started, you’ll need to be able to access the bottom of the Base Station to complete these steps. You’ll also need your own Phillips head screwdriver to access the Base Station's battery compartment.
How to Reset the Base Station
Unplug the Base Station from power by removing the cable from the bottom of the Base Station
Using a Phillips head screwdriver, remove the screw on the bottom of the Base Station
Take off the bottom cover to expose the battery compartment
Remove a single battery from the Base Station, wait 60 seconds, and reinsert the battery
Plug the Base Station back into power
After 60 seconds, a “Power Restored” message should populate on the timelinewithin the SimpliSafe® Mobile App
Next, arm your system to HOME mode, then disarm it by setting it to OFF
Go to thetimelinewithin the SimpliSafe® Mobile App from the bottom navigation bar. You should see a message that states the system was armed and disarmed appear within your timeline. This confirms that the issue is now resolved for your system.
If you are still seeing this error after taking the above steps, our support teamcan assist you further.
