If the Smart Lock fails to update, there may be two main reasons for this. The first is that your Base Station or Keypad firmware is out of date. Please ensure that you check for updates for your Base Station and Keypad before running the Smart Lock firmware update.

You can check the Base Station firmware version by going to My System > Base Station Settings > Firmware.

You can check the Keypad firmware version by going to Menu > Enter Master PIN > System Settings > Diagnostics.

You’ll need to check each Keypad for the firmware versions within your home. If any of the  Keypad firmware versions are below 2.5, please contact our support team for additional assistance. 

If the update continues to fail, it’s possible that another device may be paired to your phone/tablet using Bluetooth which is causing interference. 

1. Force quit the SimpliSafe® Mobile App on your phone or tablet (steps may vary depending on your device)

2. Within your phone’s settings, ensure that Bleutooth is turned on

3. Toggle Bluetooth OFF, wait about 10 seconds, then toggle it back ON

4. Disconnect all other Bluetooth devices from your phone

1. Wireless headphones, baby monitors, wireless speakers, car stereo, etc. are some examples of what may be active

5. Open the SimpliSafe® Mobile App again on your phone/tablet

6. Move your phone next to the Smart Lock and begin the update again

For best results, you must be within 3 feet of the Smart Lock

In some cases, your phone may enter power saving modes automatically if the battery drops below 30%. Please charge your phone above 30%, exit any power saving features that are enabled, and attempt the update again.

To rule out any device issues, we recommend trying to update the Smart Lock with a different phone or tablet as a next step. This can rule out the above, such as Bluetooth or battery issues, and help to identify any other misconfigurations on the device where the update keeps failing.

If the above does not work, we recommend power cycling the Smart Lock as a final step. Open the battery compartment on the back of the Smart Lock by applying even pressure upward (for Smart Lock Series 1) or to the right (for Smart Lock Series 2). Remove one battery for 30 seconds, then reinstall it into the lock.

Once the lock has been reset by power cycling it, recalibrate it by using the SimpliSafe® Mobile App or the Keypad.

SimpliSafe® Mobile App:

1. Go to My System on the bottom navigation bar

2. Select Device Settings

3. Choose your Smart Lock

4. Tap on Calibration, then Begin to get started

Keypad:

1. Select Menu

2. Enter your Master PIN

3. Use the arrows on the screen to select Devices

4. Press right for Lock

5. Then choose Recalibrate