31 Messages
Device Not Responding
Last week, we were on vacation and on our first day, I received an alert "Glass Break Device Not Responding". About 30 minutes later, I received another "Glass Break Device Restored". I tried searching the Community for this and found a post marked "Official Solution", but it's only the question with no replies.
So, my question is what causes this? And what is the missing "Official Solution" in the other post? My system is only a few months old. Do I already have a sensor going bad? Pretty disconcerting while I'm on vacation with no way to check on the house.
Official Solution
davey_d
Community Admin
•
5.6K Messages
2 years ago
@alan_380938 apologies, looks like we just missed this one.
Regarding the issue, a sensor might show a "Not Responding" for any reason where the sensor is not able to check in with the Base Station.
So it could be that the battery is getting low. Normally you would see a different Low Battery error. But if the sensor is far away, or if there's a lot of interference, it might have less power to transmit, and might show the Not Responding error instead.
Speaking of interference, that would be the most likely culprit. It could be caused by another wireless signal that is drowning out SimpliSafe communications. Or it could be dense physical objects (walls, metal shelving, heavy appliances) between the sensor and your Base Station, literally blocking the signal. We have some troubleshooting steps on our Help Center here that can help. But you can also contact our Support team for more in-depth troubleshooting.
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alan_380938
1 Message
2 years ago
Hey SimpliSafe support, do you guys read these posts? This post was made on the 18th and there’s no response from you. That’s not good support for your customers. I ah e the same problem with a door sensor that keeps “not responding” and then comes back on line. What’s the solution, new sensor? It’s only four or five months old .
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Cplummer
2 Messages
2 years ago
I’ve also had the same issue with sensors and don’t know if it’s a battery or what it is. Could use some help! System is less than a year old.
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askendall49
1 Message
2 years ago
We also just had the same issue with our system. Looks like still no response from them.
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john_2616
13 Messages
2 years ago
I keep having the same issue as well - devices drop out then back in randomly. They talk about physical interference with the signal - but I have not moved my base station in a couple of years so nothing has changed there.
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anjo
2 Messages
2 years ago
We have had the same issue. Changing the battery does not fix it. Spent a long time on the phone with a tech a while back and, long story short, removing the device and re-adding it fixes the problem; at least it did for us. I'm surprised a Simplisafe rep hasn't suggested to try this on this thread.
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aerialphotoplatform
2 Messages
2 years ago
Having the same issue with motion sensors. This lead me to do some digging. I found these white papers on how to add an external antenna to any of your sensors. Real simple to do, if you can solder. Check out these links. You can utilize full, half or quarter wave antenna. I would suggest using either a half or quarter wave. Something called the "take off angle" is in play here and depending on your immediate surrounding would govern the use. Quarter wave will have a higher take off angle than half wave. Either will work and I am sure your mileage will vary. But its worth a shot to improve the transmitted signal to your base station.
Entry Sensor Antenna Installation: https://www.dropbox.com/s/bg1loj7rieq04e2/Entry%20Sensor%20Antenna.pdf?dl=0
Motion Sensor Antenna Installation: https://www.dropbox.com/s/lusjnxvp057typc/Motion%20Sensor%20Antenna.pdf?dl=0
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john_2616
13 Messages
2 years ago
anjo -
That is a great fix - but does it permanently fix the problem or does it just reactivate the sensor at the moment?
Please keep up posted!
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aerialphotoplatform
2 Messages
2 years ago
My understanding is the sensors are always transmitting or at least transmitting intermittently to may contact with the base station to let it know it is still connected. The problem of sensors loosing base connectivity and subsequently triggering a message from the base station that a sensor is not responding is due to lack of RF connectivity to the base. Adding an antenna will provide more RF gain and a stronger/better signal for your base station to hear. So it should be a permanent fix as long as nothing else in the chain is broken.
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