6 Messages
Entry sensor reported open when it is closed
Anyone else getting the problem where the door is closed but the alarm thinks the entry sensor is open?
The alarm announces a sensor is open when setting. I check the app and go to that door but it is closed. Refreshing the app doesn't fix it so I have to open and re-close the door and now it shows closed.
It's happened with two different sensors now, both in a week. I had the same issue a month or so ago and it stopped happening. Now it has come back.
I spoke with support and they are sending two new sensors but it doesn't feel like a hardware issue. I thought I'd post on here to see if it's just me?
pj14
6 Messages
2 years ago
After speaking to the Support folk they decided the best thing to do would be to send me two new entry sensors. I'll update this if the problem happens again.
Meanwhile, I'd be interested to hear from anyone else having this issue.
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pmekiss
1 Message
2 years ago
One of our sensors has started doing the same - showing as open when it is in fact closed. We have tried everything we could think of including removing and re-adding the device and changing the battery. It still continues to show as Open. Coincidentally, this same sensor displayed with an error several times a week ago. We would open and then close the door to remove the error.
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shilo4955
6 Messages
1 year ago
Same problem here. Just got new Sensor and still same problem🤔
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gremlin82169
1 Message
1 year ago
I'm having the exact problem, calling customer service. Thank you
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rbkd60
2 Messages
1 year ago
Alarm went off at 4:21 am that dining room door had been opened. Door was not opened by me as I had been asleep and no one was trying to break in. Door was NOT opened. Finally turned alarm off at keypad after checking my outdoor cameras which are not simplisafe cameras. Never received call from SimpliSafe about alarm and never cancelled alarm via text. Glad it wasn't a true break in, but have no idea why an alarm would go off that the door was opened. The sensor and its magnet are NOT farther than 2” apart and never have been. Had this same problem over a year ago with a window and nothing worked to fix the problem, including a new sensor - magnet and we finally just had to leave a sensor off that window.
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ksd202
8 Messages
1 year ago
If the system is working properly for years with ZERO customer complaints and only stops working properly after a software/firmware update and MULTIPLE customer complaints come in with the same problem, how can you even remotely think this is a hardware issue and not a problem caused by that software/firmware update? How about you look into what caused the problems instead of frustrating the hell out of all your customers by telling them that it's environmental or defective hardware?
(edited)
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hlou12
3 Messages
10 months ago
Bumping because I have same issue as noted below. 1+ year old system, nothing different or reset, now random sensors are saying they are open when they are obviously not, sometimes causing the Base station to be unable to actually secure the freaking house without rebooting it, until it bugs out again 12 hours later the next night. Simplisafe is being extremely lazy with solving the real software problem and is Hail Mary pass hoping new hardware will make the software problem go away lol.
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jfisher989
1 Message
10 months ago
We've had our new SS system for just over a year which replaced the older SS unit which we had for 7+ years w/little problem. The new setup had a lot of trouble with Sensors "Not Responding" until a couple months ago which I assume was due to a much-needed update that is more forgiving for that problem. However, recently we had 2 door sensors completely fail (with good batteries). We have 4 doors and 20+ windows but only the door sensors have failed. Seems to me the newer sensors are not holding up well to vibration/shock of door closing. Never had this with the old system.
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odelljackson
1 Message
6 months ago
Bumping this post. I am having the same issue. Front door sensor has been in place on a wooden door for 5+ years. Has been the same distance from the base station since install. Has worked flawlessly with nothing more than battery changes until several months ago. We would get random warnings that the door was open when arming the system for the night or when heading out. The other night I was able to enter the house without the system ever registering that the front door had been opened. I just put a fresh battery in and the sensor is still showing as open in the web app and mobile app. This is coming on the heels of several false alarms due to the system not doing the countdown beep so folks coming in the front door didn't realize the system was armed until the alarm went off.
Any decent troubleshooter will tell you that if you have a system or device that suddenly stops working as expected, the first thing you check are the things that have changed. Since nothing about the hardware, it's location or the network it accesses has changed, you can safely eliminate those things. The only variable in the equation that has changed is the software update. It's too bad that Simplisafe won't own up to it and work on getting out a patch.
I was considering upgrading my Simplisafe system but seeing the companies response to this issue I'm really thinking I need to take the hundreds of dollars I would spend on new sensors and other hardware and put it towards another system.
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bobs258
2 Messages
5 months ago
Latest update yesterday got my patio door sensor. Fine for 8+ years and 2 systems. (Updated all sensors last year) Stuck on "open" and none of the stated fixes work. Of course it's NOT the software update. DUH!
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susanbie
2 Messages
5 months ago
Same. My sensor to my patio door is not responding after no issues for 3+ years. Question: why are we suddenly being told that sensors don’t work right on metal doors? This sensor has been on this door (with only battery changes) since I got the system 3+ years ago with no problems. Is there something in the latest update that causes the sensor to be ultra-sensitive to metal? (Kidding/not kidding).
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mark_wirges
2 Messages
4 months ago
It’s happening to us the last 3 nights. It is armed just fine when we go to bed. It wakes us up in the night and I hear it counting down before alarm goes off thinking door is open when it’s not. Help Simplisafe.
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