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wolfhomma's profile

Friday, February 4th, 2022 2:49 PM

Sensors going Offline

I have whole groups of entry sensors going offline. In the 'devices' web page, I have tried removing and then reinstalling them. The issue is that now, other sensors show as offline. I went through the exercise 2 or 3 times, and every time another sensor or group of sensors is offline. Making the issue worse is the fact that the SAVE button hangs for minutes or longer, and I ended up having to reload the page in the browser. 

So far, I have not been able to resolve this. 

This post was created from this comment on different post

Official Solution

Community Admin

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5.3K Messages

2 years ago

Hi @wolfhomma,

I created a new post for you so your question won't get lost in that 2-year-old thread.

When a sensor goes offline, that means that it has failed to check in with the Base Station. Not all sensors check in at the same time, so that would explain why the errors aren't popping up for you at the same time as well.

The first thing we want to check is that your sensors are powered properly. If you only just purchased, we'd advise that you double-check that there aren't any pieces of battery strips still stuck in there. And if you've had your system for a while, especially if you're last 3 years, it might be time to change out the batteries.

But the more likely cause is interference. It can be caused by dense physical objects actually getting in the way between the sensor and the Base Station. That could be brick, adobe, or concrete walls, metal siding, heavy appliances, anything like that.

Or it could be another wireless signal that is drowning out the signal from the sensors. Since the sensors use a low frequency, you're looking for simpler devices that you might not think can be a problem, like wireless weather stations, remote controlled garage door openers, or even some ham radio setups.

Since you're seeing so many errors all at once, the wireless interference might be the more likely suspect. Or it might be something to do with the Base Station. For example, has it been recently moved? Did you place it inside a closet? Or maybe it's on a wire shelf or on top of your fridge, which are both really good at blocking signal.

Last thing, about that lag time when trying to connect to the Base Station. Do you remember if we've already upgraded your Base Station's cell connection to 4G? If not, send me a direct message to confirm your delivery address and I'll get one to you ASAP. Or you can check this Help Center for more info.

(edited)

4 Messages

@davey_d​ : The system has been in operation for several years, the base station has not moved, and new batteries have been installed in the sensors. I am not aware of any changes in the house that could cause the sudden, unexpected problems. Simplisafe has promised to send a new SIM card for the base station,  to fix the notoriously bad connection tha resulted in almost weekly resets to the base station. But that only will improve the interconnection to the Simplisafe central server. It is quite surprising to me that a presumed high-tech system is so flimsy and vulnerable. Even more, sensors that lose battery charge do not announce low charge, they just give up without warning. Almost every cheap toy gives me a low-battery warning, and my Ring doorbell reports its battery status, not my Simplysafe system. 

Community Admin

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5.3K Messages

It sounds like you're still using our legacy system, the SimpliSafe Original (released 2012). Yes, those sensors don't report battery levels. But one of the best features in the current gen (Gen 3 - released 2018) SimpliSafe is that those sensors do report battery level, so you can tell low battery apart from communication errors.

If you're interested, our Support team can offer you a great deal on an upgrade!

 

But in the meantime, you're right. The new module will boost your Base Station's connectivity with the Monitoring Service. But we'll still need to troubleshoot deeper for the connection between your Base Station and the sensors.

 

I know you said that the Base Station hasn't been moved at all, but I would suggest (even if just temporarily) moving it now to a different spot. That can help us eliminate the location where it was, as being a potential problem. 

3 Messages

Already posted but it deleted. Equipment for 3 different sensors going off at different times. One replaced by SS. The other one came back by itself after 30 minutes. This last one shows offline and hasn’t come back on. No tech support at night when you need the system to actually work. Have had the system 3-4 weeks. I guess they don’t make stuff like they used to. Small house. Don’t want to have to uninstall it as removing the one sensor pulled the pain off down to the wood. Min so tired with cheap stuff. System bought the same time and installed and activated at the same time. Worked for 2 weeks. Good job on your advertising. I thought it was true. Equipment might need to be better. Equipment for a security system you sort of want it to work. And especially at night. 

Community Admin

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2.7K Messages

Hi @sharonc0911, 

I'm so sorry to hear this! I've escalated your case to our Support team and Senior Specialist will reach out to you soon.

1 Message

2 years ago

I am experiencing the same problem, and currently have two entry sensors that are not responding, both of which are primary entry doors.  I do get the low battery warning, and have replaced all batteries in the last 3 months.  The system has been working and nothing has been moved recently.

1.  My front door was reporting as Open even when closed, and then stopped responding at all.  I reseated the battery, which did not help, and then I removed the sensor from my system.  Attempts to re-add it fail.  The lights on the sensor flash as expected and the base station light indicates it's aware I'm attempting to add something, but the action does not complete.  The base station is in the same room, opposite the door sensor by less than 10 ft.

2.  My back garage door stopped responding last night.  No low battery message, no other warning.  Attempting to refresh does not help.  Have not started the battery reseat/remove device dance yet, as it doesn't work on my front door sensor.  

The base station sits between these two doors.  Can't move it closer to one without moving further from the other.  And my front door can't reliably connect to the base station, I have little faith that my glass break and panic sensors will work when I need them.

How do I fix this?

Robyn

Community Admin

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240 Messages

@Andi​ Hi Robyn, welcome to the community.

Thank you so much for all the details. The Entry Sensors take 1 CR-2032 Lithium 3V battery, and once replaced are expected to last close to 10 years. This may vary depending on how frequently the Entry Sensor is used, but you should expect a long life out of them.

Are you seeing any lights on either sensor when you open or close them, regardless if the system recognizes it as an open or closed state? Have you recently installed any wireless devices in your home between the Base Station and Entry Sensors that are having trouble? 

1 Message

2 years ago

Glassbreak Sensor All of a Sudden Not Responding to Base Station …Changed Out Battery a few Weeks Ago after the Sensor Reported that it had a Low Battery  …After Changing Out the Battery everything was back to normal for about 2 weeks ….than the offline message was reported …Changed out the Battery again but same issue …GlassBreak Sensor is offline.?

Community Admin

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5.3K Messages

@oldgranny1638​ hi! The situation you describe is similar to what others have talked about above. I would suggest exploring sources of interference, as that would be the most likely cause for the issue.

24 Messages

1 year ago

I have four entry sensors on four windows in the same area. The sensors are about 2 - 3 feet apart. the base station is about 25 feet away with nothing in between. One of the sensors keeps going off line. I have tried three different sensors in that spot and the same thing happens. I don't understand how three can have no problem and one continues to be a problem when they are all in the same area and the same distance from the base station.

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1 Message

1 year ago

I recently installed a New Simplysafe system using 12 entry sensors on  10/28/2022.  live since 11/01/2022. four entry sensors have reported offline. Base station is centrally located within 50 feet.  Signal only has one wall or floor to pass through with very little WIFi one radio only and a WI Fi extender within 25 feet of the base station.  I have had one of the four sensors that would not regain communication with the base station. Blue lite on all the sensors reacts correctly, but the base station does  not respond to one of them. Tried changing the batteries and removing the device from the app still no commication with base station. 

Community Admin

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5.3K Messages

Hi @chassbrouss,

 

We should start by troubleshooting just that one sensor that's having trouble right now.

 

When you move it to a different spot, does the Base Station respond to it? For example, if you move it close to a different Entry Sensor's magnet, does the Base Station chime when you pull it away?

And if you move a different Entry Sensor to the problem sensor's spot, does that other sensor start having trouble?

 

Since you have multiple sensors having trouble (and all of them seem to be powered and able to detect their magnets due to the blue light activating), I don't think this is a problem with individual sensors, and more about physical interference getting in the way. There might be something about that specific spot that is a problem.

And again, since there are multiple sensors having trouble, the one thing they have in common is the Base Station itself.

 

You mention the Base Station is only 50ft away with only one wall to pass through. Do you know what that wall if made of? Some houses have brick or stone interior walls, or mesh in the insulation, and that can impede the signal.

Also, where is the Base Station located? If it's inside a closet, on top of a metal appliance, or placed on one of those wire shelves, all of that could prevent it from sending or receving signals.

It might help to experiment by temporarily moving the Base Station to different spots, just to see if that has an effect.

24 Messages

1 year ago

In my case the most recent occurrence happened in the middle of the night. There can be no interference from anything running in the house.

2 Messages

1 year ago

I had an entry sensor on a door go offline, I noticed the light on the sensor wasn't working when the door was opened and closed so I replaced it.  The sensor light now works but the system still shows the sensor as being offline.  How do I correct this and get this sensor back online ? 

2 Messages

@flibberrush​ I should clarify, I replaced the battery in the sensor, not the sensor.

Community Admin

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5.3K Messages

Hi @flibberrush,

 

Where are you seeing that offline message? If you just open and close that door, you should hear the Base Station chime, and that's how you know it's both back online, and connected again.

 

And if you're looking at the SimpliSafe app, it might help to tap the Refresh button on the top right of the Overview page. That will pull the most recent info from the system.

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