‎Keypad Out of Range | SimpliSafe Support Home
 
angiecmastin's profile

Saturday, November 26th, 2022 2:13 AM

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?

Captain

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5.7K Messages

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100 Points

1 year 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)

1 Message

1 year 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. 

Community Admin

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240 Messages

1 year ago

Hi @angiecmastin 

Generally, this issue will happen for one of two reasons:

  1. The Keypad is too far away from or cannot communicate with the Base Station

  2. 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

2 Messages

1 year 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!

Community Admin

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240 Messages

@angiecmastin​ Glad support was able to get that replacement out quickly. When the new Base Station arrives, you'll want to follow the steps here to get it connected to your system again. If you have any trouble getting connected, feel free to reach back out here or contact our support team. They'll be able to help you get back up and running again.

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