2 Messages
Keypad Out of Range
More than once we've had the keypad out of range error. Nothing works except to reset by removing the batteries. For the 5th or 6th time now, I've just had to add all my sensors and devices again. Super frustrating, and tech support only provided the naming on my behalf as I went to each device to push the button, one at a time. Had anyone else experienced this? Any suggestions on how to prevent this from happening?
captain11
Captain
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6K Messages
2 years ago
@angiecmastin This is not the expected behaviour you should be experiencing. My system is 4 years old and never had the issue. I have recommended and placed over 20 SS3 systems and, when it jas happened several times, there were 3 reasons: Weak or bad batteries, a new electronic source inteferring the connection and the last and most likely one, a bad keypad or base.
Suggest you call support, do a few minutes to troubleshoot and then get a replacement keypad under warranty, or a new replacement base. Before you do, and if you have a 2nd keypad, try swapping and see if you get the same results.
Please post your outcome here if you get a chance.
(edited)
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mymom99
1 Message
2 years ago
I just encountered this issue with a brand-new out of the box system!
I’ll call customer service tomorrow to see what they have to say.
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alexandria_c
Community Admin
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242 Messages
2 years ago
Hi @angiecmastin
Generally, this issue will happen for one of two reasons:
The Keypad is too far away from or cannot communicate with the Base Station
The Keypad is not paired with the Base Station
How far away is the Keypad from the Base Station? Do you have any wireless devices near the Keypad, such as a router, TV, etc.?
When you go through the steps in the guided flow on this article, you'll also want to make sure that you pair the Keypad with the Base Station.
If you're still having trouble after pairing the Keypad, it would be best to contact our support team directly. You can find the contact information here.
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angiecmastin
2 Messages
2 years ago
I keep the keypad within 3 feet with no other interference nearby. This happened again on Sunday, after re-adding all the sensors back in Friday, so when I called tech support last night, they agreed to replace my base station under warranty. So, fingers crossed that fixes it!
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