Can't log in to app -- certificate error

@cezornow,

This has been discussed in detail at https://simplisafe.com/forum/customer-support-forum/installing-and-using-simplisafe/app-login-issue so you an find more details there. This problem was caused by a root certificate authority expiring that had global implications and there are some older clients (including versions of Android below 7.11) that were definitely affected. If you read the thread you will see that even some people running Android 10 were affected until they were able to upgrade. (Not saying that upgrading is your only option here, just sharing an example of someone else who was affected.)

The thread linked above contains instructions on how to check for and remove the expired certificate which has fixed the issue for some people. Those instructions came from me based on my own digging around and are not an official response from SimpliSafe. Please proceed with caution and understand that you assume all risk if you choose to make any changes to your device.

Edit: And just in case I wasn't clear, this wasn't a change that SimpliSafe made and I'm not sure what they can really do to fix it on their end.

@JohnnyM,

I can't help but feel that this problem is going to keep popping up for a while for some users and a sticky post and a knowledge base article with some detailed information from you all would be helpful for those affected. When you all say your app support Android 7 but users run into this issue it's bound to create confusion. It may even be time to consider increasing your minimum Android version required?

I tried removing the certificate as described in the linked thread but that didn't help.

The current error message I get when I try to log in to the app is:

" Received error with code a0.sdk.internal_error.unknown"

Any ideas?

Hi folks,

I'm definitely feeding this info back to our dev team. Worthing is right, part of it is a little out of our own dev's control, but we're working with the right parties to get to the bottom of it.

Though part of the issue (on the Android side) is with how our login app interacts with Google Chrome - which is actually loaded within the SimpliSAfe app during the login process. So as a temporary workaround, we would suggest installing Firefox or another none-Chrome browser, and setting that as the default browser on your phone. That would at least allow you to complete the login process.

- Davey D.
Community Development Manager
SimpliSafe Home Security

@cezornow,

What version of Android 7 are you running? Please be as specific as possible! As I noted above, the problem affects version 7.1.1 differently than it affects version 7.0 up to (BUT NOT INCLUDING) 7.1.1.

Davey D., I have Firefox on my phone and I have been able to log in using that. The UI isn't as nice as the UI of the app, of course.

Worthing, here's what I see about my Android version in my settings.


Android version
7.0

Android security patch level
April 1, 2018

Baseband version
M8952_70030.25.03.64.01R
ATHENE_RETUSA_CUST

Kernel version
3.10.84-ge03508d-00131-gf56f0a7
hudsoncm@ilcbld73 #1
Wed Mar 28 11:41:55 CDT 2018

Build number
NPJS25.93-14.7-8

@cezornow,

Android 7.0 was released in August of 2016 making it 5+ years old. Per your information above your device hasn't received a security update in 3.5+ years.

This is just my personal opinion again but I think you should seriously consider upgrading your device for a host of reasons not related to the problem you're having with SimpliSafe's app. (I can't even imagine what the battery life on your phone is like...) Christmas sales will be starting soon and you can probably find a reasonably modern phone that at least runs Android 10 or 11 which will give you a modern UI, tons of new features, etc. You'll even have a brand new battery that will almost certainly last a good bit longer than whatever you have today.

Hi cezornow,

I mean try setting Firefox as your system's default browser (if it's not already).

But then log into the SimpliSafe app. Having Firefox as default might help you get past the login, into the app proper.

- Davey D.
Community Development Manager
SimpliSafe Home Security

Davey D., I tried setting Firefox as my default browser but that did not help.

Worthing, you make some good points. I have been quite happy with my 5-year-old Moto G4 until this issue arose. I don't use it heavily and a charge usually lasts me all day. The newer Moto phones supported by my carrier (Republic Wireless) are all much larger than my current 5.5" model. I wouldn't mind buying a new phone, but I don't want to get a huge phablet. I guess I could get a Google Pixel 4/4a/5; at least those aren't bigger than 6". Any thoughts on modern smaller phones?

Thanks, Worthing. I will keep my eyes open for Google Pixel deals.