‎Bug Report - Attempting to set up my Simplisafe system | SimpliSafe Support Home
 
security_a9a593's profile

Sunday, July 3rd, 2022 1:37 AM

Bug Report - Attempting to set up my Simplisafe system

I have a new system, not yet under a monitoring contract.  On my Android phone I went into the Simplisafe app into the "Location Profile" and entered myself as the primary contact.  When I pressed "Save" I get an error that reads

"Invalid parameter: 'signature' - Reason: signature must be given and less than or equal to 32 characters long"  

This is a user interface error on several levels: 1) The error message does not explain the cause in a way that the customer can fix the problem, 2) Upon talking with Simplisafe tech support I was told that I should not be able to try to make entries in the location profile at all, "it is a new release and this is a bug." 3) Simplisafe does not have a customer issue tracking system that provides an issue ID so I can follow up for resolution of my issue.

The good news is the 2nd level tech support person was able to determine the cause was the lack of a monitoring contract.  Further, the 2nd level support was able to link me to this issue discussion board where I could document my experience.  I have a screen shot of the problem, 

The 1st level support person did not know how to address a new bug report.  I politely insisted on talking to 2nd level support (a supervisor?) rather than just dropping the issue.

Official Response

Community Admin

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5.3K Messages

2 years ago

Hi @security_a9a593 ,

Thanks for reporting this. Sounds like you're getting a similar issue to this other customer. You're right, if you're sticking with an unmonitored plan (e.g. Basic App Control), then the Signature field doesn't exist for you, and neither should the Primary Contact. Some of the other location details should still appear, however.

Hopefully the last agent that you spoke with was already able to take care of the setup process. But if not, let me know and I can request a call to finish up and clear out any other issues you're seeing.

Captain

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5.8K Messages

2 years ago

@security_a9a593 Great post, detailed and complete.  Now Davey, can you post the progress (or at least the status) of a targeted date when this may be resolved? And what steps are being taken so level 1 agents are aware of this process? Article to add to the Help Center? A formal reply back to security_a9a593?

4 Messages

2 years ago

Hi, Yes I'm past the problem.  I just wanted you to know about the User Experience bug so you could fix and others would not encounter the same problem.  Thanks for your help.

1 Message

2 years ago

I am having this issue as well.

Was there a resolution?

Community Admin

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5.3K Messages

@matthewdozier​ in case you're experiencing the site issue that prevents you from seeing replies, here's our comment from July 2022:


Thanks for reporting this. Sounds like you're getting a similar issue to this other customer. You're right, if you're sticking with an unmonitored plan (e.g. Basic App Control), then the Signature field doesn't exist for you, and neither should the Primary Contact. Some of the other location details should still appear, however.


Hopefully the last agent that you spoke with was already able to take care of the setup process. But if not, let me know and I can request a call to finish up and clear out any other issues you're seeing.

1 Message

1 year ago

I am having the same issue. It will not let my husband enter his info in the location profile. I contacted customer service and indicated that he wasn't able to enter info there, including adding me, which is what I understood the process to be. I was told that only one user can be associated on the app and that I would need to use his login credentials. I am not satisfied with that answer. Please tell me the rep missed something. 

Captain

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5.8K Messages

@stacylanette​ Good or bad, the rep was spot on. Please note my wife and I have been customers for 10+ years and share my one account with no issues. Both of our phone apps work fine and each of us have full control for operation, settings, notifications etc.

(edited)

4 Messages

How do you do 2 factor authentication with two different phones?

4 Messages

1 year ago

How do you do 2 factor authentication with two different phones?

Captain

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5.8K Messages

@security_a9a593​ For my phone, as you would expect. For my wife, I just acknowledge her log in on my phone. Both of our phones use fingerprint biometic to sign into the app. Once validated, its not repeated so we really don't use 2FA. Yes, I am aware SS is going to require it in the near future, but if they do, SS must be prepared to support multiple users on one account. Also, the SMS or email route is cumbersome and not that secure and I prefer the use of a 3rd party authenticator app like Google Authenticator. Of course, that's just my preference.  I should note both my wife and I use a password manager on my account, very similar to Simplisafe, and we both use Google Authenticator to use 2FA on the same account.

(edited)

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