‎Entry sensor "offline" after 4 years in that location | SimpliSafe Support Home
 
Fatimah503's profile

Friday, September 9th, 2022 2:52 PM

Entry sensor "offline" after 4 years in that location

This is odd to me since my situation is unlike the others because my Entry sensor started being "offline" two weeks ago suddenly after 4 years of being in that same location of my house.

-Changed the battery.

-Hit refresh

-Did NOT change anything about my setup, modem location etc.

So frustrating. Additionally the home is occupied by renters, and I'm a thousand miles away........ so the fix needs to be a remote solution or I'm screwed.

Captain

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5.7K Messages

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130 Points

1 year ago

@Fatimah503 You said the battery was changed, so I am going on the basis your renter is willing to  put in a bit of effort to get this resolved.  I would call support as there are a couple of ways to remotely approach this, but it all depends who has access to the settings and type of system you have.

If SS3, and you have the $27 a month interactive plan, you can remove the entry sensor and then add it back in. In many instances, that will address the issue. If your renter has the access, they can do the same.  If that fails, place an order to SS to ship the renter a new sensor, or, have your renter get one at BB and deduct x dollars from their rent payment.

Sorry if this won't work given your particualr situation, but at the least call SS for assistance.  Please post your outcome here if you get a chance.

Community Admin

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5.2K Messages

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80 Points

1 year ago

Hi @Fatimah503 ,

"Offline" just means that the sensor is unable to check in with the Base Station. So it could be one or more of several issues. Since you changed the battery for that sensor, that eliminates that as being the problem.

When that door or window is opened, do you still see the LED flashing? If not, then the sensor itself is broken.

But if it does flash, then it's likely a communication issue - or more specifically, an issue with interference. That can be caused by dense physical objects getting in the way of the signal. You mention that you haven't changed anything, but it's possible that your renters might have brought in new furniture or appliances that are directly blocking the signal.

Or it could be other wireless signals competing for the same airspace. We're looking for simpler devices, like remote controlled garage door openers, wireless weather stations, etc.

It's very important to keep in mind that we're talking about the wireless signal between that sensor and the Base Station - not your modem or WiFi router. So we only need to think about what's between those two components.

4 Messages

1 year ago

UPDATE: The solution was to delete the device, and add it like it was new - instantly resolved.  Evidently there was something needing a total reset.
Fortunately it only required having my tenant push the "set up" button the top of the entry sensor device while I was on the phone in the app removing and adding it again.

Community Admin

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5.2K Messages

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80 Points

@Fatimah503​ that might do the trick. Essentially what you did was force the device to check in again. However, if there was an interference/environmental issue, then simply re-adding the device won't resolve it. There is a possibility that the error might return again at some point. If so, keep us updated and we'll keep troubleshooting!

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