‎Can't arm/disarm with apps | SimpliSafe Support Home
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cathandsal

6 Messages

Thursday, December 26th, 2019 1:47 AM

Can't arm/disarm with apps

Earlier today, I started having a problem where I cannot arm or disarm the system with the apps (I tried 2 iPhones, 2 iPads, and the web app.) Whenever I try, the base station just announces the current status, for instance, "SimpliSafe on home' regardless of what I set it to and the app goes back to that status a couple of seconds later. The keypad works fine, as do all the alerts.

Has anyone else ever experienced this? How did you resolve it?

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5 years ago

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mea_culpa

33 Messages

5 years ago

I too cannot use the apps to arm or disarm my system and I've discovered that it's no longer communicating with the dispatch center.

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gjr743hk

6 Messages

I am also having this problem with SS2 and it started during the night of 12/24 or morning of 12/25. Before bed the system was armed in "home" mode. At some point during the night it changed itself to "away" mode which led to an alarm when I exited my bedroom... I tried to use the app to disarm and it didn't work.

I did not receive a call for the alarm and after disarming from the keypad I noticed there was a dispatch communication error.

I tried the reset procedure once on the morning of 12/25 with no change in dispatch communication or app/website communication.

I tried the reset procedure a second time in the evening on 12/25 which solved the dispatch communication error but now the app/website only work intermittently with significant delays.

I have the Verizon cell module and the base station has been in the same spot for years.

I'm betting Simplisafe has some significant issues going on in their back end that they aren't telling us about.

Update: I logged onto the website and there was a message stating my base station was locked. Unlocked and the website can now turn the alarm on/off but the app still doesn't work.

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5 years ago

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nickfro

3 Messages

5 years ago

Seeing the same issue with my SS3. It only started a few days ago; Alexa integration is also nonfunctional.

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whoaru99

1.3K Messages

5 years ago

Y'all need to be sure to mention the system version you have. The system you have may dictate a different suggestion.

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cathandsal

6 Messages

5 years ago

I have version 3, purchased 9/18 (by the previous owner of my house.)

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nickfro

3 Messages

5 years ago

Here's the fix, from SimpliSafe's social media support team:
>>
This might really be part of a known issue that resulted from a recent firmware update. Your Base Station might not be reporting the correct state to the app. A Base Station Reset should resolve it. If you've never done one before, here's how:
1. Remove the power plug from the Base Station.
2. A screw will be revealed. Unscrew it.
3. Twist the whole bottom counter-clockwise, then pull away. This will reveal the battery compartment.
4. Take out just one battery, then wait 10 seconds.
5. Put the Base Station back together.

After a reset, the Base Station, and the app, should be behaving properly.
>>

It worked for me.

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cathandsal

6 Messages

Thank you so much, that worked for me, and I got a prompt call from the monitoring center when I put it in test mode.

Here's hoping that SS is working to resolve this...

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5 years ago

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rajusa420

1 Message

Thank you! That fixed it for me.

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5 years ago

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mea_culpa

33 Messages

5 years ago

It's beginning to look like a problem that's spreading.  I too have the problem and I've been one hold for nearly 30 minutes with SS and no one has answered yet.  Disgusting.

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