‎Sensors keep going offline | SimpliSafe Support Home
 
rongalla's profile

Tuesday, November 29th, 2022 10:03 PM

Sensors keep going offline

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.

This post was created from this comment on different post

Community Admin

 • 

5.5K Messages

2 years ago

Hi @rongalla,

 

It's great that you've tried three different sensors in the same spot, because that confirms that it's not a hardware issue. There just really is something in that particular position that makes it a dead spot.

 

Have you already tried moving the sensor to a different position on that same window?

 

The other thought is that you might just want to cover all four windows with a Glassbreak and Motion Sensor, and use those Entry Sensors somewhere else.

24 Messages

2 years ago

Yes If I move the sensor half way up the window it solves the problem. But why don't the other three windows have the same problem? It makes no sense. There is virtually nothing between the four windows and the base station.

Community Admin

 • 

5.5K Messages

2 years ago

The trickiest part about troubleshooting the wireless connection is that we aren't able to see the signals themselves. But at least you were able to figure out a way to get the sensor working.

24 Messages

2 years ago

It certainly looks as if this issue can not be resolved. I have sensors going offline randomly. Different day different sensor. Open and close the door or window and the sensor goes back online and will stay that way for days weeks or months without another issue. Then suddenly its back. All I ever get from support is that its interference which is no help.

I have an ORBI mesh wifi network does that qualify as interference?

Is Simplsafe ever going to have some kind of signal extender or multiple base station capability?

Something need to be done as I am loosing my confidence in this system.

3 Messages

@rongalla​ can I ask if you ever got this resolved?  I have had now I think 4 sensors go offline at different times over the 5 months that I’ve owned SimpliSafe. Now it’s the motion sensor that watches over the main area of our house that I can’t get to. On the other sensors that went off, SimpliSafe tried their tricks and then they sent a replacement after each one. Putting the replacement on fixed the issue. I haven’t had another offline for the ones that were replaced. I only had the system for 2-3 months when the first sensor show  open and it wasn’t . The other ones showed offline. So there was no interfering of invisible waves going on. Just a bad sensor. Let me know if you find another reason as I guess I will be living with a “broken” or not working motion sensor. 

Community Admin

 • 

5.5K Messages

2 years ago

@rongalla Imagine wireless devices like a room at a party. You can make out who is talking by listening for the specific sound of their voice. WiFi sounds totally different from the SimpliSafe equipment's radio, so when the Base Station is listening for sensor signals, it can normally tell them apart. That is, unless those sensors are right up against one of your WiFi access points. Those tend to be fairly powerful - so it would be like having someone shouting right next to you, making it difficult to hear conversations.

But the more likely cause of interference would be any device that operates in a similar frequency to the SimpliSafe components - so similar that the Base Station can get confused. The sensors use a very low frequency, so we're looking for simpler, lower-powered devices that you may not normally think are a problem. The common examples I typically give are remote controlled garage door openers, ham radio setups, and wireless weather stations. But there are also some smart switches and smart bulbs that operate in the same frequency range as well.

And as you can gather from my analogy, a range extender wouldn't necessarily be helpful in this case. Whatever the cause of the interference is, it may still be a problem no matter how close are far the components are.

We also don't want to forget about physical interference. You said that there isn't much between the Base Station and those sensors that are having trouble. But where is the Base Station itself? If it's sitting on a metal shelf, inside a closet, or on one of those wire shelving units, that could potentially block signals, at least some of the time. Moving the Base Station to a different spot, even just to test, might help in figuring this out.

24 Messages

@davey_d

Clearly something is going wrong here. I have had the system for about two years without any significant entry sensor offline issues. My configuration is as follows.

The house is about 4000 square feet with sensors on the first floor, basement and garage.

25 entry

3 keypad

1 temperature

3 smoke

3 water

1 siren

I have had different entry sensors go offline on 11/19,20,21,27,29,30. They go offline once, I reset them and they don’t go offline again but the next day a different one does. The above mentioned dates were for six different sensors. Mind you they have all worked fine for the last two years.

Are the batteries dying?

Are the sensors dying?

I have never had anything other than an entry sensor go offline.

Several of the above sensors are even on windows in the SAME ROOM!

None of the sensors in the basement below the base station on the main level have ever gone offline.

All sensors stay online all day and are online when turn the alarm on before going to bed. The offline happens in the middle of the night or first thing in the morning. 

Nothing has changed in the house over the last two years that could be causing interference. No sensors are anywhere near the three ORBI mesh wifi access points. Some of the sensors going offline are literally across the room from the base station. The sensors that are the farthest away from the base station with walls in between don’t seem to have the issue.

I am ready to give up on Simplysafe and spoke with Ring this morning. I don’t want to switch and don’t know if Ring would be any better but I have to do something.

I am happy to work with you to try and figure this out but it would have to be with senior technical support. Your tier 1 support is in no position to help with this problem.

Community Admin

 • 

5.5K Messages

@rongalla with that info, I would say that it's not unheard of for sensors to start getting low on battery after 2 years. And in turn, less available power means a slightly decreased range. But since they're so close to your Base Station, and they're on windows (rather than doors, which are of course activated way more often), I didn't consider it. Still, a change of battery is another thing to try.

But I've requested a call from one of our senior agents to help with getting this resolved. Please keep an ear out for a call!

24 Messages

Thanks I am going to start replacing batteries and see what happens. Looking forward to that call.

24 Messages

Also I did an update today but it is not mentioned in the community as a new available update. Can you tell me what it is for?

6 Messages

1 year ago

Same issue here since update. At 4:21 am for the past two days one sensor keeps going offline. All batteries were installed at the same time when the sensors were purchased. 4:21 am...seems odd that it would go offline two early mornings in a row at the same time.

Community Admin

 • 

5.5K Messages

@jamiegrossfeld​ does that problematic sensor come back (report as "Restored") in between the offline messages?

Also, have you already been working with our Support team on troubleshooting? If you could let us know what steps you've already taken, that could help eliminate some potential factors.

2 Messages

1 year ago

Did you ever get a resolution to this problem.  I am having the exact same issue.

24 Messages

@JoeSEANASH​ no it’s a mess and there is no solution.

98 Messages

1 year ago

This started happening to me right after the last update. It never happened before.

Community Admin

 • 

2.9K Messages

@eamail2001​, I see that you've already tried removing and adding your Entry Sensors back to your system. How long have your sensors been active? If they're older, the batteries may be less powerful, which could result in a slightly decreased range. I'd consider replacing each battery in your sensors and see if that fixes anything. 

If that doesn't help, I recommend reaching out to our Support team

2 Messages

1 year ago

I think mine started after update as well.  System worked ok for about a year.  Now every day at least one sensor has an issue of not responding or showing open when it is closed.  Have changed batteries, put in new sensors, called tech support.  No resolution.  Had old SimpliSafe version 1 and never had an issue in a townhouse with 5 floors.  New system base station is on same floor, 10 - 20 feet from the sensors with no obstruction and I get errors.  Moving base station does not help.  Very frustrating. 

Community Admin

 • 

2.9K Messages

Hi @JoeSEANASH​, 

It's good to know which troubleshooting steps you've taken. Have you tried removing your Entry Sensors from your system and then adding them back in?

24 Messages

Yes it doesn’t help

24 Messages

@JoeSEANASH​ It’s a mess, there will be no solution unless Simply safe comes out with a hardware and or software fix. In the mean time I warn everyone I know not to buy it.

24 Messages

@emily_s​ It does not help.

98 Messages

@emily_s​ I tried removing and adding back and I'm also having the sensor issue right after the last update.

1 Message

1 year ago

Incredible!  Test b4 you deploy Simplisafe!!!  My system is doing the same thing.  drops and may or may not re-activate sensors on it's own.  different sensors each day.  new batteries, no help.

Community Admin

 • 

2.9K Messages

Hi @cstocksd​, 

You mention that it's different sensors that will disconnect from your system, so it sounds like their signal is being interrupted by a source of interference. 

Interference can come from a physical obstruction that is getting in the way between your sensors and the Base Station. Since you're experiencing this problem with multiple sensors, the Base Station may be the issue, so I would try moving it. If the Base Station is tucked away in a closet or is placed on top of a refrigerator, that could be what is causing this interference. 

Interference can also be caused by other wireless signals that are competing in the same airspace. The sensors use a low frequency, so I would look to see if you have simpler devices like wireless weather stations or remote garage door openers in the same area as the sensors. If so, I would try to turn off or move these devices to see if that stops your sensors from disconnecting. 

3 Messages

1 year ago

My reply got deleted when after typing it it made me sign in and refreshed the screen. Will try again with more brevity. Happens to me. Have a motion sensor now offline. Had the security system almost 6 months. Replaces or had it happen 4-5 times now. Same thing. Reset, delete and reset back up. Mailed me new sensor and reset up again. I Cant get to motion sensor to do those steps. So trying to do the same troubleshooting steps showing that it’s not an issue and it’s just a faulty unit or batteries or interference is frustrating. My house is 1200 sf and nothing is new. Works for awhile. This motion sensor went offline while empty today. Startled thinking it was sensing motion. But no. Just offline. So instead of sleeping and being secured,  motion is offline and in an area I can’t get to. I’ve heard enough times that the offline happens, and sometimes supposedly it goes back online by itself. I don’t have time to call and I can’t access the motion sensor to do the same things they had me do the other times. The other times it was the garage door sensor (although that one was just showing open) and then a window and a slider and a bedroom window and now a motion sensor. It works for a few weeks to a few months before it happens again. Oh well. Every security seems to be made now wireless.  I Used to have multiple brinks hard wired systems in multiple houses. That system worked flawlessly. Miss that one. Brinks doesn’t seem to do that anymore nor does it seem anyone else. So good luck to those having this issue. 

(edited)

Community Admin

 • 

5.5K Messages

@sharonc0911​ sensors become marked as "Offline" when they fail to check in with the Base Station. As you mentioned, this can happen if there is interference; something is literally getting in the way of that link.

This interference could be dense physical objects, like stone walls or floors, mesh insulation, etc. Or, since you mention that multiple sensors go in and out, it's more likely to be wireless interference - another wireless signal may be drowning out the SimpliSafe signals. You're probably looking for simpler devices around your hose, like a remote controlled garage door opener, or maybe some models of smart switches and plugs. Unfortunately, your devices will keep having trouble until the actual interference is resolved.

Also one other factor that is very important is the position of the Base Station itself - because it's the common factor that all your sensors connect to. We typically suggest keeping the Base Station in a centralized location, in a more open space. If it's in a closet, on a metal shelf, or sitting on top of your fridge, it will likely have trouble receiving signals. And of course, when looking for other sources of interference, you want to consider what types of objects are literally between your Base Station and every sensor that's having trouble.

2 Messages

5 months ago

The issue appears to be related to IPv6 on the gateway. Simply Safe is compatible with 2.4 GHz, but many gateways now support IPv6, leading to compatibility challenges. The drops may occur as the Simply Safe base station switches between connections on the gateway, causing network congestion with simultaneous 5G and 2.4 GHz. If you're familiar with your gateway settings, adjusting channels and creating a separate 2.4 GHz network with a unique ID and password could potentially resolve the issue.

2 Messages

5 months ago

The issue appears to be related to IPv6 on the gateway. Simply Safe is compatible with 2.4 GHz, but many gateways now support IPv6, leading to compatibility challenges. The drops may occur as the Simply Safe base station switches between connections on the gateway, causing network congestion with simultaneous 5G and 2.4 GHz. If you're familiar with your gateway settings, adjusting channels and creating a separate 2.4 GHz network with a unique ID and password could potentially resolve the issue.

New to the Community? Get started by reading our Welcome Article and please be sure to review our Community Guidelines before posting.