‎My entry sensor is not responding. | SimpliSafe Support Home
 
akidd060's profile

Sunday, April 3rd, 2022 12:09 PM

My entry sensor is not responding.

I have changed the battery with 3 different new batteries. The blue light comes on and blinks when it closes. I moved the magnet and made sure it was close enough. It was working for a few months then quit. It tells me that my back door entry sensor is not responding. Please help. I think I may have a faulty sensor. Is there a way to reset the sensor?

Official Response

Community Admin

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2 years ago

Hi @akidd060 ,

If you're getting a blinking blue when you open or close that door (or window), that means the sensor is definitely sensing the magnet. So the issue is not with that.

The "Not Responding" error means that the sensor is having trouble checking in with the Base Station. Since we know that the sensor is definitely still powered on, it's sounding like the main issue is with interference - something is getting in the way of that signal.

Interference can be caused by physical objects literally getting in the way, like dense walls (brick, adobe, metal siding, etc.) or heavy appliances. It can also be caused by other wireless signals drowning out the sensor - think of simpler devices like remote controlled garage door openers, wireless weather stations, or some baby monitors. So the first thing you want to do when troubleshooting is identify all of the possible sources of interference between that sensor and your Base Station, and then we can figure out how to decrease its effect.

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@davey_d​ this is just not helpful. i also changed the battery after getting a warning and since then there has been a "sensor is not responding" error message. nothing between the sensor and the base station has changed. what are the specific steps to take to get the sensor working again after replacing a battery and then receiving the "sensor is not responding" error message?

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@robynkessel​ As I mentioned, the "Sensor Not Responding" message means that the Base Station hasn't been receiving the check-in signals from that sensor. So there has to be some reason why that signal isn't making it through.

That's why the first thing I ask about is the light on the sensor, because we do want to check if the unit is powered on at all.

But other than a power or range issue, interference is the next thing to check. Though sometimes, removing the sensor from your list of devices (through the Keypad Menu) and adding it back may help.

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I have the same issue, it has worked for about 3 months and it just started happening.

I removed the sensor from its location and brought it close to the base station.

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5 Messages

Is it in a cold area? One of mine began to fail with each cold snap then restore with warmer weather. I bought a new one and it does the same thing.

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@davey_d​ This totally worked for me, I deleted the sensor from the list then added it back on. Works fine now...thank you!!

4 Messages

2 years ago

Did it quit after the update? There appears to be no way to reset the sensors other than the battery. You can try removing it from the system and re-adding it. Has this ever given you an issue before

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2 years ago

same

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@scottturner​ thanks for checking in. Have you already been troubleshooting for sources of interference? Our Support team can also help with troubleshooting step by step.

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Same problem, removing it and adding it back, worked.

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That worked for me too

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Re installing worked for me. Not knowing what causes the problem is a bit of a worry. What if this happened again whilst I was away on holiday?

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worked for me too

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2 years ago

Same here with a door sensor

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@nanakatie​ in case you were experiencing the issue over the past week, where older responses were not displaying correctly, here's what we wrote back in April:

If you're getting a blinking blue when you open or close that door (or window), that means the sensor is definitely sensing the magnet. So the issue is not with that.


The "Not Responding" error means that the sensor is having trouble checking in with the Base Station. Since we know that the sensor is definitely still powered on, it's sounding like the main issue is with interference - something is getting in the way of that signal.

Interference can be caused by physical objects literally getting in the way, like dense walls (brick, adobe, metal siding, etc.) or heavy appliances. It can also be caused by other wireless signals drowning out the sensor - think of simpler devices like remote controlled garage door openers, wireless weather stations, or some baby monitors. So the first thing you want to do when troubleshooting is identify all of the possible sources of interference between that sensor and your Base Station, and then we can figure out how to decrease its effect.

2 Messages

2 years ago

I have also had issues with sensors not responding.  Frequently when I arm my system at night I will get a response that several sensors are not responding.  I immediately open the SimpleSafe app and it shows all devices are okay.  Do sensors only communicate to the base station directly?  Does the system not use the house's wifi as a backup?  If so what do you do if you have a large house with large distances between the base station and some sensors?

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@Glenn,

 

The sensors communicate with the Base Station via local radio. The Base Station connects through WiFi and the cell network (if you have monitoring), but that's only used for communicating with the service.

 

That local radio that the sensors use is able to communicate at over 800ft over open air. In a typical home, with walls and other obstructions, the range would be decreased, but should still be okay at half that range.

 

If you're getting the Not Responding warning for several sensors, then we'd want to investigate what they have in common. For example, if they're all on the same side of the house, there might be a particular wall blocking off the signal. If the sensors are all in different sides of the house, then that points more towards wireless interference, so you'll want to look for other transmitting devices that might be a problem.

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The problem when I arm my system and I get the message that several devices are not responding, I have no way to identify which of the devices had the problem.  When I immediately look at what devices are off line after arming my system, the app shows all devices are online. 

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Ah, thanks for the follow-up. If you're getting the "Not Responding" voice prompt, you can check the notification area on the Keypad, by pressing the [!] on the screen.

 

On the app, you can go to Menu > My System > Device Settings. Then you should tap the Refresh button on the top right, which will pull the most recent status from the system and all registered sensors. You can then scroll down to see the status each sensor (you'll see Offline for any sensor that is not communicating).

3 Messages

FIXED MY ENTRY SENSOR COMMUNICATION WITH NEW NAME BRAND BATTERIES

3 Messages

2 years ago

@davey_d​ 

Davey D, I can understand your confidence in the notion that radio interference, or other impediments to the sensor's signal is the likely cause of an entry sensor not responding the the base station.  But in my case that was not the cause.  My family room entry sensor is only twelve feet from the base station with eyeshot of it.  I just installed this new system a week ago and the entry room sensor was working correctly.  This system is a complete upgrade for SimpleSafe's original system that we've been enjoying for seven years.

I tried deleting the sensor from the system and reinstalling it but it would not reinstall.  I removed the OEM battery to check it's voltage.  It measured at only 2.8 volts.  I replaced the battery with a new Duracell 2032.  My base station could now detect the entry sensor's signal and reinstalled it on the system.  At 2.8 volts the battery was strong enough to operate the sensor's LED light but not strong enough to communicate with the base station that is closer to it than all of the other sensors in my system.  I am going to replace all of the batteries in my system with Duracell 2032's.

My Conclusion;  I get that your upgraded system employs smaller entry sensors that require smaller batteries than your original systems larger sensors with the hefty CR123 batteries.  But wouldn't it be more be more prudent to use established name brand batteries for the critical task of triggering your alarm when needed?  I am a big fan of your product and your first class service.  I know that your company strives to maintain it's well known quality at a fair price.  But my opinion is that at some point you need to consider that some name brand products are worth a few cents more.

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@willscotmont​ I did confirm with our fulfillment team in case there had been a change, but I am assured that all our sensors are still sent out with Duracell brand batteries. That is, except for the Smoke Detector, which is sent out with Panasonic to meet UL requirements.

Could it be that you just needed to power cycle that one sensor? I know it's probably long gone, but if you still had the older battery, it might be worth putting it back in to test. Or perhaps that one battery was bad, and needed to be replaced. I would just hate for you to replace the batteries for the entire system for nothing!

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2 years ago

removing and adding back sensor seemed to work for me

136 Messages

2 years ago

Ive run both Duracell and Enegrizer batteries in the sensors and they don't help, at least not for long.

The whole "interference" line is a diversion, a properly designed system should be impervious to "interference", isn't that what its for to prevent people interfering in your life. 

My advice willscottmont is return it while you can, they can't fix it - I've been dealing with the same thing for over a year. Inconsistent status between the app/keypand and actual door. Persistent messages on keypad that a sensor is open (clearing that may stop the "sensor open" announcement on arming. However you should be able to go out a door (as we know going out a door entails both opening and shutting it) and the keypad should not tell you 9 or 10 hours later that the door is open and will be monitored when closed. You also should not have to go around and open and close every door in the system daily to remind it all to respond, and you shouldn't have to clear the keypad every night before you arm it.

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@krstrick​ 

I agree that you should not have to suffer the frustration that you describe.   SimpliSafe has always provided us with fast, first class service.  I have no doubt that if you call their customer service line that they will help you find the solution.

Scott

136 Messages

@willscotmont 

I wish I shared your confidence, calls to their customer service are pretty much useless in my experience. I mean they are nice... but they can't fix mine at least so far. 

My daughter has an original SS and it doesn't give her any trouble - I bought it for her years ago... it weighed heavily into our decision to get what we did, but we made a huge mistake - the gen 3 is a mess...

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@krstrick​ I strongly disagree. Interference is a problem with physics to which no wireless system can ever really be impervious. After all, wireless signals still need to pass through the physical environment, as well as interact with other signals in the area.

What we're talking about when we mention "interference" is that certain things within your home can literally get in the way, or even block signals. So that's why it's important to methodically troubleshoot, and then take steps to mitigate.

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@davey_d 

Well obviously i'm a little cheesed off ATM, but I guess we will have to agree to disagree on that point.

I just feel like from a customer point of view that "interference" is used as a get out of jail card when no one can figure out what's wrong, and that a wireless security system should be designed in such a way as to be able to overcome any interference, obstacles etc that might be found in a typical home ... my house is neither very large nor atypical construction, a wireless system should be install and forget IMO.

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@krstrick​ on that part we agree. The Gen 3 system was specifically designed with a more efficient signal; so it should actually be faring way better than the Original!

But certainly no, we talk about interference to explain what's happening, so that we can get to an actual solution. Troubleshooting is a kind of science, where it's about eliminating possibilities until we get to the right problem to solve.

In your case, there's something that we're missing and not accounting for. But as long as you're willing, we won't give up in getting this figured out.

5 Messages

1 year ago

Is the sensor in a cold area? One of mine is in an unheated room, and it began to fail with each cold snap. It restored by itself when warmer weather returned. I bought a new one (had to buy 4), and it is doing the same thing.

1 Message

1 year ago

I had the same problem. I used the other’s advice and removed the sensor from the system and added back on. It’s working now.

24 Messages

1 year ago

It’s like wack-a-mole at my house. Most days none at all but on some days who knows what sensor will go offline. We need WiFi sensors or signal repeaters for problem areas.

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11 months ago

Removing the entry sensor device and adding it to the list again worked for me.

2 Messages

10 months ago

We’ve been having the same issue now since we moved. The prior house had no issues with the Gen 3 system. When we got here it worked fine and I added a few new sensors. We had zero issues for two months then one sensor started not responding, then an entry sensor said open.  Then a few days later it worsened and multiple sensors weren’t responding. I did ALL of the troubleshooting with the techs online. Shut off numerous wireless systems, garage door, watering systems and Wi-Fi. Did multiples calls, deleted then added the sensors back in. Power cycling. We even got new base station (refurbished of course) and key pad. Then it work. For two months. It just started again four days ago and it’s in weird patterns. 1-3 go out at once then they restore. Than several others. Presently all glassbreal sensors except one aren’t responding. All in different parts of the house. 

I get Possible inference issues but clearly there’s a glitch. Different base stations, months apart where it works normally and then it goes out and goes haywire. What interference would happen months apart when nothing had changed in that time. 

Currently waiting on a second replacement base station and key pad and will re-add all the sensors back. 

what’s most annoying is when you call you have to start all over again. No picking up the troubleshooting where we left off and no new ideas or answers. This is hours of my life and time. And money. Had ADT previously and literally nothing broke. One battery change in 5 years. 

I’ll give it one more shot but the last time it happened there was a special team that would possibly come in an alter the base station or transmission frequency. 

Clearly many are having this issue and whether it’s something in all of our houses or what - it’s happening intermittently with periods of normal functioning. You guys don’t seem to have an answer. Troubleshooting doesn’t solve it. Replacing or re-adding works for a few months at best. An expensive nationally ranked brand should have an answer for this. 

If this next attempt doesn’t work I will push for a refund of all of my purchased equipment and switch brands.  I can’t afford the time or lack of security in my line of work and with a young family. 

Community Admin

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@Cmac23 ​ If interference isn't at play here, there must be another factor that's causing these sensors to intermittently show as Not Responding. I've gone ahead and opened up a ticket with our escalated support team on your behalf. A specialist will reach out to you soon to get to the bottom of this. 

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@Cmac23 ​ any luck on fixing this issue?

My system does the same all the time. And I get the interference part and why not, but when I open the window, the base immediately responds to the open sensor. In my case is always the same front sensor. They randomly stop transmitting. Like you, I am on the same boat. I have multiple camaras, ton of entry sensors and water sensors. But only a few have the same problem. I even tried to switch them around, but in place, the front ones start acting up. It's very frustrating with all the money invested in the system and the monthly monitoring cost (which has gone up twice since I became a user) which we pay for, and still have camaras that sometimes pick up activities, and sensors not responding randomly.

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@Apolac​ These front sensors that keep experiencing this issue, are they in the same area of your home? If they are, this is most likely a sign that the Base Station is having a hard time communicating with them from its current location.

I would recommend adjusting the placement of your Base Station and move it closer to these sensors to see if that helps.

1 Message

8 months ago

I've been having this issue since we installed a new system in our new house.  Our old SS system didn't have any of these issues.  I have some sensors that are within 15 feet of the base station in an open room that will intermittently give the "sensor not responding" error.  It's always random sensors in different parts of the house.

Community Admin

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2.9K Messages

@jaimeWhen a sensors displays a “Not Responding” error message, that means that the device cannot check in with the Base Station. This can either be due to a low battery, or interference. You mention that multiple sensors in different parts of your home display this “Not Responding” error, so I believe that interference may be the culprit here. There’s two different types of interference we want to look out for: physical and wireless.

Physical interference is caused by objects getting in the way between your sensors and the Base Station. This can be anything like thick brick/stone walls, or heavy appliances. Physical interference can also occur if the Base Station isn’t in an optimal location. We recommend putting the Base Station in a central area in your home, and on a wood/glass surface that’s at least 3 feet off the ground. If the Base Station is in a cabinet, on a metal shelf, or on a dense surface like granite, it can impact its communication with your devices. To troubleshoot for physical interference, I would try placing your Base Station in different areas of your home to see if that helps.

Wireless interference comes from other wireless signals drowning out your sensors. This would come from simpler devices that broadcast the same frequency as our devices, like wireless weather stations, remote garage door openers, some baby monitors, and ham radio stations. To troubleshoot for wireless interference, I would scan the area around your Base Station and sensors and see if there’s any other wireless devices in their path. If there are, it can help to slightly move them to a different location.

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@emily_s Hi, in my house, I have 2 door sensors - each door is about 3 feet apart (in other words, side by side). Both doors are approximately 30 feet from the base station. Both doors have the same setup, so there is no difference in objects getting in the way. In one of the doors, starting about a month ago, I get multiple notifications each day about the door sensor not responding. Some days, the notifications happen repeatedly within a 10 minute span, and then stop. Other days, it's sprinked throughout the day once at a time. I've replaced the battery twice, using two different sets of fresh, non-expired batteries, and that has not fixed the issue. I have had both sensors for over 8 years, and this issue is only happening recently to one of the two sensors. I have already tried deleting the sensor and adding it back, and that only fixed the issue for about a week. No, I have not introduced anything new that would cause an interference to one door but not the other. May you please assist and provide possible reasons and a fix?

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178 Messages

8 months ago

I tried everything.  Finally deleted the sensor, and added it back.  Works fine now.

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