1 Message
Simplisafe mobile App not arming the device
I have been using the SS mobile app for almost 3+ years now. It is very convenient to arm the system before I go to bed. But recently I have been facing challenges with the app.
I am able to login to the app. However, when I click on home or away button to arm the system, it wont turn on the security. The blue circle keeps moving showing that it is trying to arm the device but no action. There is something seriously wrong with your app recently which is causing the app not to respond to the user request to arm the system in home and away mode. Tried the same on other phone to rule out the possibility of phone problems. The issue was repeated in other phone as well. A month back, it was occasional but now it is consistent.
The issue is not with LOGIN or user account, it is the something to do with app upgrades/features due to which the application is NOT RESPONDING when I touch the on HOME button or AWAY button to arm the system. Please help.
I am able to login to the app. However, when I click on home or away button to arm the system, it wont turn on the security. The blue circle keeps moving showing that it is trying to arm the device but no action. There is something seriously wrong with your app recently which is causing the app not to respond to the user request to arm the system in home and away mode. Tried the same on other phone to rule out the possibility of phone problems. The issue was repeated in other phone as well. A month back, it was occasional but now it is consistent.
The issue is not with LOGIN or user account, it is the something to do with app upgrades/features due to which the application is NOT RESPONDING when I touch the on HOME button or AWAY button to arm the system. Please help.
UPDATE: Please check Johnny M's 5/6/21 reply for the latest!
whoaru99
1.3K Messages
2 years ago
I'm not certain when I updated to the app version that incorporated the arming reminders, but it may have been around that time it started to act up. Again though, I'm not certain of any correlation or timing there.
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davey_d
Community Admin
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4.8K Messages
2 years ago
We should ask. When was the last time that we updated your cell module? The first thing that comes to mind is that your Base Station is having trouble maintaining the cell connection, so our servers aren't able to reach it to send commands. You might want to give our Support team a call at 800-548-9508 and we can swap out that module for you.
Though whoaru99, I believe you'd be a bit more up-to-date as far as cell modules for your locations? We did release Arming Reminders on Android around 4/15/21, but we haven't heard of that update negatively impacting performance for arming/disarming. We will of course be reporting this to our devs just in case.
- Johnny M.
SimpliSafe Home Security
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whoaru99
1.3K Messages
2 years ago
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stevebev
1 Message
2 years ago
Trying to use the phone app also breaks the connection to the dispatcher and it cannot be reset.
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davey_d
Community Admin
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4.8K Messages
2 years ago
You might be in the same boat as ynayak. Do you know if your cell module has already been upgraded to 4G?
- Johnny M.
SimpliSafe Home Security
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sagraves1961
4 Messages
2 years ago
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whoaru99
1.3K Messages
2 years ago
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davey_d
Community Admin
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4.8K Messages
2 years ago
You too might be having the exact same issue as ynayak and stevebev. If I'm right, there's no way to fix that on your end, I'm afraid. We'd have to send you a replacement cell module to upgrade your Base Station to 4G.
whoaru99, are your systems Gen 2 or Gen 3?
- Johnny M.
SimpliSafe Home Security
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whoaru99
1.3K Messages
2 years ago
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whoaru99
1.3K Messages
2 years ago
Been working without any real issues until the last week or two, maybe getting close to three weeks now it's been happening
Both bases are in the same spots as they've been working for years.
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davey_d
Community Admin
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4.8K Messages
2 years ago
You can reach our Support team at 800-548-9508.
whoaru99, I'm reporting your case to our engineering team just in case there's a more common thread. In the meantime, do you know if you've got those cell modules on Verizon service (the default)? We might want to swap you over to AT&T just in case.
UPDATE: Heard back pretty quickly from the lab. Turns out we have seen a small spike in cases similar to this, but recent server improvements seem to have resolved it. If you're still having trouble, we suggest logging out and logging back in, and you should see better performance.
- Johnny M.
SimpliSafe Home Security
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whoaru99
1.3K Messages
2 years ago
That said, the good news is yesterday and this morning I've noticed arming/disarming from the app seems like it is working more normally now.
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davey_d
Community Admin
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4.8K Messages
2 years ago
That being said, we still strongly recommend that everyone check in with our Support team at 800-548-9508 to make sure that your system has been upgraded to 4G cell!
- Johnny M.
SimpliSafe Home Security
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