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genethomaier's profile

Thursday, January 19th, 2023 10:54 AM

Ad Blocker Detected

Very recently, I have started to receive a message when trying to log into the SimpliSafe Ap saying that it detected an 'Ad Blocker'. This occurs when using Firefox, Google Chrome or Microsoft Edge. I have searched everywhere and don't see any evidence that and 'Ad Blocker' is installed on any of the browsers.

Community Admin

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2.4K Messages

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10 Points

1 year ago

Hi @genethomaier,

Do you have an anti-malware system, like Malwarebytes, installed on your computer or as an extension on your browsers? Our login application needs to execute some code, which some malware/adware blockers might not like. If you suspend the extension while logging into the web app, you should not get that message.

7 Messages

1 year ago

I have a number of applications installed (Malwarebytes Free, Spybot, Norton Internet Security). These applications have been installed for a long time and I never had an issue logging into the SimpliSafe Control Panel until very recently. None of my browsers has any extensions related to malware.

Community Admin

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2.4K Messages

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10 Points

@genethomaier​,

This is new to me! I'm reaching out to our engineers to see what could be causing this. I will give you an update when they get back to me.

7 Messages

@emily_s​ Thank you. I'll be waiting.

7 Messages

@emily_s​ Since I can't log into my Control Panel, would you please let me know if my system is impacted by the following and if I am, what exactly I need to do? "For systems purchased before 2020, you may lose connection to professional monitoring as of 12/31/22 if your Base Station 2G cellular module is not upgraded. Call us or check your SimpliSafe app Overview screen to see if your system is affected."

I'll be waiting for your response.

Community Admin

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2.4K Messages

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10 Points

@genethomaier,

I'm still awaiting a response from our engineers regarding the popups you are seeing. For your second question; I just took a look into your account and your system is not impacted. 

3 Messages

I have the same issue..  The login process has suddenly started to complain about ad blocking software that doesn't exist on my system.

Community Admin

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2.4K Messages

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10 Points

1 year ago

Hi @genethomaier and @Philco,

I just heard back from our engineers on this. They recommended using a different browser to access the webapp.

If that doesn't work for you, can you please let me know which web browser you typically use and its browser version? We'll use that information to create a ticket for further investigation. 

7 Messages

1 year ago

I have tried with Firefox, Google Chrome and Microsoft Edge. All of them have the same issue. I primarily use Firefox version 109.0.1 (64-bit). As mentioned before I have Malwarebytes, Spybot and Norton Internet Security installed. I also have NordVPN.

3 Messages

1 year ago

I also have NordVPN..  Hmmm....

Community Admin

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2.4K Messages

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10 Points

1 year ago

@genethomaier and @@Philco,

If you disable your NordVPN, will that let you log into the webapp? NordVPN includes an ad blocker in its service which could be causing this. 

3 Messages

1 year ago

I figured this out, I think. 

If NordVPN is running, even if the VPN isn't connected, it is doing "realtime threat protection" which apparently triggers this behavior when logging in to SimpliSafe.

If you slide the "threat protection" slider to the "Off" position, login works normally here.  Obviously, that isn't ideal because you might forget to re-enable it later.

Would be nice if they could coexist..  I haven't run into this issue anywhere else.

Thanks!

7 Messages

1 year ago

I have found that if you turn off "Threat Protection" but turn on "Use Light Version" you can login. I would like to know why SimpliSafe recently added code that would impact having "ad blockers" and/or "threat protection" active on a PC. This was not an issue until recently so SimpliSafe did do something.

Community Admin

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2.4K Messages

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10 Points

@genethomaier​, I'm happy to know you can log into the webapp now! An update to the webapp on January 5th included work for detecting ad blockers, which is why you saw that message when logging in.

7 Messages

But why is SimpliSafe now checking for ad blockers where before there was no need to?

Community Admin

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2.4K Messages

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10 Points

@genethomaier,

The webapp is loaded in pieces, if one of those pieces gets blocked, it stops working. In the past when this happened, users were just shown a blank “loading” message on the screen; with this new update, it shows what the issue is - in your case an ad blocker.

The webapp does allow for ad blockers to be used. It seems that NordVPN adjusted their own blocking algorithm to cause this issue since we’re seeing an error message come up after our January 5th update. This is not unheard of. Our engineers are aware of some browser extensions that were not working with our webapp a year ago that now do. When NordVPN updates their blocking algorithm again, it may not block a piece of our webapp.

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