4 Messages
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.
Official solution
davey_d
Community Admin
•
5.7K Messages
3 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.
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Andi
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
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oldgranny1638
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.?
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rongalla
25 Messages
2 years 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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chassbrouss
1 Message
2 years 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.
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rongalla
25 Messages
2 years 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.
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flibberrush
2 Messages
2 years 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 ?
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