Great advice from Shiherlis. You'll want to refresh your settings to get the most recent status.
Also, you should know that an "Offline" or "Not connected" message doesn't just mean it's a battery issue. If your batteries are running low, you should be getting a "Low Battery" warning long before they actually go out.
But these Errors could also mean that your sensor has been having trouble trying to check in with the Base Station. Assuming that your sensor is well within the 800ft range of the Base Station, the most common issue could be interference. That could be either physical objects getting in the way (like thick walls and floors, dense insulation, heavy appliances, etc.) or other wireless devices in your home that are drowning out the signal.
Our Support team at 800-548-9508 can help with troubleshooting to get to the bottom of it.
Refresh to update your settings, reflecting the [current] status of the Entry Sensor. The system automatically checks the devices, but it may take some time. Manually refreshing will force the check. If it then remains offline, the device itself is the issue.
@jmorgan190 the SimpliSafe app has changed quite a bit since that comment from shiherlis. But they may have been talking about pulling down on the Overview screen. You sould then see the loading symbol at the top, letting you know that the app is reaching out to the Base Station to get the latest info.
It seems if you take a while replacing the batteries you have to delete then re-add the entry sensor via the add device menu on the keypad... otherwise even with fresh batteries and no obstruction the entry sensor stays offline after a forced refresh. It didn't used to require this... perhaps a bug after an update?
@SPO could it be possible that when you replaced the battery, the sensor hadn't had time yet to check in with the Base Station? I've heard of this happening before, and if you left it alone for a couple of hours, the battery error should clear.
Removing and re-adding of course forces the check-in immediately.
@SPO I think you're right. I had an entry sensor go offline, and replaced the battery. Device status continued to show the sensor offline, even after I did a manual refresh several times. In test mode, the sensor was found, but continued to display as offline after another manual refresh (in addition, the sensor did not signal the base station when the door was opened). I finally got it to work by deleting the sensor and re-adding it as you suggested.
@ryanmoon are you having the same issue as the original poster? And have you tried some of the troubleshooting steps that we laid out here? We'd be happy to help!
I am not sure if I am missing something but I am not able to see the original comments/answers with the troubleshooting tips. The first comment I can see is mine which is why I simply said following, thinking maybe that would allow me to see all comments. If you could please repost the steps that would be great. Thanks
Apologies, I'm getting reports of site issues preventing users from seeing the full contents of this thread. We did already go through some possible troubleshooting steps and solutions.
But to recap:
If you initially saw an "Offline" or "Not Connected" warning, that would indicate a communication issue between the sensor and the Base Station. Troubleshooting for that can be found here.
If you did get a Low Battery warning for a sensor, then yes, that would be an actual low battery. Once the battery has been replaced, you'll want to refresh the SimpliSafe app by pulling down on the Overview page, which will pull the latest status info from the Base Station.
It may also take a short while for the sensor to check in with the system. That's where dmjc05's advice can help: you can remove the sensor through the Keypad menu, then re-add. That will force the sensor to pair and check in immediately.
after changing the battery i found that regardless of refreshing my system, it still would not see it as online. i had to delete the device and reinstall it to the system. then it was fixed.
I have exactly the same issue. Replacing the battery after a low battery warning causes the sensor to stay offline until removed. I left the sensor for a few days and refreshed it multiple times and it still didn't help. Removing and re-adding is the only way.
I had the same issue too. Sensor went offline due to low battery. I replaced the battery, went into test mode and sensor responded, refreshed many times, waited a couple weeks, still offline. Sensor was in the same physical location where it worked for a couple years. I ended up deleting and re-adding the device like others above and then the sensor was online.
This is not a feature or user error. If it looks like a bug, smells like a bug, ...
Experienced same issue with dead battery, sensor not responding. After replacing battery, ran test, sensor found, but sensor still sending a sensor error when arming. As others mentioned, I removed device sensor, re-added, and now works (took all but 5 minutes).
This should be included in the support guide for sensor not responding. Would have saved me some time troubleshooting.
I think the unit isn’t designed to clear this error and I consider the delete/add is only a workaround, not a solution. I wonder if the designers have some rational for not clearing the error (since the owner is notified of each occurrence, I can’t think of a reason). Also, I didn’t get any low battery warnings.
This still seems to be an issue years later. If I replace a battery, I shouldn't have to run around the house re-adding sensors. My mom's house has dozens of sensors and despite replacing all the batteries, everything still shows as offline. This is for sure a bug. When I do a test in test mode, everything works. I push the button and the base station reads out the name of the sensor just fine. This isn't a communications issue, but rather some type of bug that developers still haven't found/fixed. Can we please get some more visibility on this? Thanks!
Same issue. Terrible solution to uninstall/reinstall. Will be looking for new home security solution. We 20+ sensors. System is a headache to maintain when batteries die/need to be replaced
Official Solution
davey_d
Community Admin
•
5.6K Messages
3 years ago
Great advice from Shiherlis. You'll want to refresh your settings to get the most recent status.
Also, you should know that an "Offline" or "Not connected" message doesn't just mean it's a battery issue. If your batteries are running low, you should be getting a "Low Battery" warning long before they actually go out.
But these Errors could also mean that your sensor has been having trouble trying to check in with the Base Station. Assuming that your sensor is well within the 800ft range of the Base Station, the most common issue could be interference.
That could be either physical objects getting in the way (like thick walls and floors, dense insulation, heavy appliances, etc.) or other wireless devices in your home that are drowning out the signal.
Our Support team at 800-548-9508 can help with troubleshooting to get to the bottom of it.
(edited)
0
0
shiherlis
731 Messages
3 years ago
2
0
SPO
1 Message
2 years ago
Not the full story Johnny M.
It seems if you take a while replacing the batteries you have to delete then re-add the entry sensor via the add device menu on the keypad... otherwise even with fresh batteries and no obstruction the entry sensor stays offline after a forced refresh. It didn't used to require this... perhaps a bug after an update?
(edited)
3
ryanmoon
2 Messages
2 years ago
Following
2
0
jelliott8163
1 Message
2 years ago
How do I get it online again
0
dmjc05
2 Messages
2 years ago
What's the answer to this?
0
ajk2526
1 Message
2 years ago
I'm having the same problem with my glassbreak sensor
0
0
dmjc05
2 Messages
2 years ago
Since this site is no help at all I just did the following:
deleted the sensor
reinstalled as a new sensor
Should be easier than this!
0
davey_d
Community Admin
•
5.6K Messages
2 years ago
@ryanmoon @dmjc05 @ajk2526 ,
Apologies, I'm getting reports of site issues preventing users from seeing the full contents of this thread. We did already go through some possible troubleshooting steps and solutions.
But to recap:
If you initially saw an "Offline" or "Not Connected" warning, that would indicate a communication issue between the sensor and the Base Station. Troubleshooting for that can be found here.
If you did get a Low Battery warning for a sensor, then yes, that would be an actual low battery. Once the battery has been replaced, you'll want to refresh the SimpliSafe app by pulling down on the Overview page, which will pull the latest status info from the Base Station.
It may also take a short while for the sensor to check in with the system. That's where dmjc05's advice can help: you can remove the sensor through the Keypad menu, then re-add. That will force the sensor to pair and check in immediately.
0
0
kalimaparvati
1 Message
2 years ago
after changing the battery i found that regardless of refreshing my system, it still would not see it as online. i had to delete the device and reinstall it to the system. then it was fixed.
0
dreamerns
1 Message
2 years ago
I have exactly the same issue. Replacing the battery after a low battery warning causes the sensor to stay offline until removed. I left the sensor for a few days and refreshed it multiple times and it still didn't help. Removing and re-adding is the only way.
0
0
mikeb
1 Message
2 years ago
I had the same issue too. Sensor went offline due to low battery. I replaced the battery, went into test mode and sensor responded, refreshed many times, waited a couple weeks, still offline. Sensor was in the same physical location where it worked for a couple years. I ended up deleting and re-adding the device like others above and then the sensor was online.
This is not a feature or user error. If it looks like a bug, smells like a bug, ...
0
0
randy_s
1 Message
1 year ago
Experienced same issue with dead battery, sensor not responding. After replacing battery, ran test, sensor found, but sensor still sending a sensor error when arming. As others mentioned, I removed device sensor, re-added, and now works (took all but 5 minutes).
This should be included in the support guide for sensor not responding. Would have saved me some time troubleshooting.
1
0
ride525
178 Messages
8 months ago
Days, and same two problems remain.
1. Entry sensor not responding won't go away. Battery replaced.
2. Glass Break Sensor battery low. Battery replaced.
You should not have to remove and replace each sensor!
0
0
solinus
1 Message
7 months ago
This still seems to be an issue years later. If I replace a battery, I shouldn't have to run around the house re-adding sensors. My mom's house has dozens of sensors and despite replacing all the batteries, everything still shows as offline. This is for sure a bug. When I do a test in test mode, everything works. I push the button and the base station reads out the name of the sensor just fine. This isn't a communications issue, but rather some type of bug that developers still haven't found/fixed. Can we please get some more visibility on this? Thanks!
1