Warning: Sensor Not Responding (Original SimpliSafe)
Does your Keypad look like the one pictured to the left? Then you're in the right place! You've got the Original SimpliSafe system. If you purchased a new system in 2018 or later, you likely have the Gen 3 SimpliSafe. Click here to view the article for the Gen 3 SimpliSafe. If you're not certain which system you have, you can tell the difference here.
Sensors in the SimpliSafe Original system will issue errors when they fail to check in with the Base Station for a long period of time. This issue is generally caused by one of the following:
The battery or batteries in the device issuing the error need to be replaced.
The device is too far away from your Base Station and is unable to communicate from its current location.
Please refer to the life expectancy of batteries with the SimpliSafe Original system and its components if you believe that your battery or batteries may need replacing. Most components should last between 3 to 5 years before needing to have their batteries replaced, although the Keypad will need to have its batteries replaced more regularly.
The easiest way to determine whether or not your sensor is too far from your Base Station is to test it. Put the Base Station into Test Mode by following these instructions:
Press “menu” on the Keypad, and enter your Master PIN.
Press “5” on the Keypad. You should see “5. Test”.
Press the “away” button to select the “5. Test” option. You should hear the Base Station announce that it is entering Test Mode. From here, you can test the device in question through standard use (open the door/window if it is an Entry Sensor, press the test button on top if it is a Motion or Glassbreak Sensor, etc.). If the Base Station is able to communicate with the sensor, you’ll hear it acknowledge the test by announcing the type of sensor being tested.
If you did not hear the Base Station acknowledge the test (but you were in earshot range and would have if it had done so), detach the sensor from its mounting bracket and bring it into the room where your Base Station is positioned. Repeat the test by triggering the sensor again. This time, if you hear the test acknowledged, you’ll know that the sensor is too far from the Base Station for it to be able to communicate reliably.
Generally, we advise that you relocate the Base Station rather than the device itself when this happens, as the Base Station should be able to communicate with all of your devices if it is located in a central part of your property. That being said, some areas may be subject to higher levels of interference - such as the kitchen, office where many electronics are plugged in, etc. If you are able to do so, try relocating the Base Station to be closer to these areas if you find yourself experiencing issues with sensors not responding, as it will often resolve the problem.
If your issue does not appear to be resolved, please contact our customer support team directly for further assistance.