‎Entry sensor reported open when it is closed | SimpliSafe Support Home
 
pj14's profile

Tuesday, August 9th, 2022 2:40 PM

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?

6 Messages

1 year 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.

6 Messages

Just to follow up on my previous post. I did have several more occurrences of this issue after getting the replacement entry sensors - but all were before mid-October; none since then. There's been a few software updates since last summer and i wonder if these have addressed this "door reported open when it's not open" issue.

1 Message

8 months 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.

Community Admin

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1.3K Messages

Hi @pmekiss​, 

I'm sorry to hear this! I would recommend contacting our Support team. They can troubleshoot this with you live, and send a replacement Entry Sensor if needed. 

1 Message

6 months ago

Same problem here. Just got new Sensor and still same problem🤔

Community Admin

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1.3K Messages

Hi @shilo4955​, 

When the Entry Sensor is shown as “open,” that means that it has lost contact with its magnet. This can commonly be due to two reasons. Either the sensor and its magnet are farther than 2” apart when your door is closed, or the Entry Sensor is placed on a metal door which can impact its function.

Since you mentioned that you just got a new Entry Sensor, I would check the distance between the magnet and the sensor and inspect the door it is placed on. If you have one of those steel fire doors, or something similar, it would be helpful to put some padding underneath both pieces of the Entry Sensor - like a piece of wood or an extra layer of adhesive.

1 Message

Just installed new system, metal door was a problem. Just switched the magnet to the door. Solved the issue I had with "open" sticking on.

1 Message

5 months ago

I'm having the exact problem, calling customer service. Thank you

1 Message

3 months 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.  

Community Admin

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1.3K Messages

@rbkd60​ I'm sorry to hear this, but I'm glad to know that everyone is okay. Did you cancel the alarm very quickly? The system has a grace period, and if you cancel an alarm within it the Monitoring Center will not call. This feature is to prevent accidental dispatch, as if an alarm was cancelled within 30-60 seconds, we can assume it was a false alarm. 

Regarding your Entry Sensor, false alarms can be triggered if the sensor and magnet are farther than 2 inches apart; but since yours are not that far apart, we can rule that out. False alarms can also be triggered if either piece of the sensor are on a metal surface, as that can cause them to demagnetize and spontaneously register as open. If your Entry Sensor is currently on a metal door, I would recommend using a piece of cardboard or an extra adhesive as a buffer between the sensor and the door.

If your Entry Sensor is not on a metal door, our Support team will be able to help with more live, in-depth troubleshooting to prevent this from happening again!

6 Messages

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

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6 Messages

1 month 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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