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rajendrapreddy_1204's profile
rajendrapreddy_1204

10 Messages

Wednesday, May 31st, 2023 5:57 PM

System disarmed by Simplisafe app, push notifications received every 17 minutes or so.

After the latest update often I am receiving push notification that System is disarmed or armed according to the set mode off, home and away. But the problem is that it’s announcing every time. I have muted it in settings. And also it doesn’t reflect realtime status of the entry sensors,  as when doors are closed and system is armed in home mode.  After sometime on receiving the push notification that system is armed in home mode , on refreshing the app it shows any one of the doors is open. Also when all the doors are open and system set to off mode , on refreshing the app says everything ok. 
I have replaced entry sensor batteries. If this  continues it will be embarrassing when away from home. 
Any suggestions very much appreciated. Thanking you all.  

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Updated 

2 years ago

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Official Solution

davey_d

Community Admin

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5.7K Messages

2 years ago

Hi @rajendrapreddy_1204 

It sounds like you're asking about several different things here, so let's take each of them piece by piece.

First, you have Scheduled Arming setup, and it seems to be behaving as expected. But your actual issue is that your Base Station seems to be ignoring that you have set Voice Prompts in the Settings to "Off"? Is this only happening for scheduled events, or whenever the system is armed in disarmed - even through the Keypad?

Second, your SimpliSafe app doesn't seem to be displaying up-to-date info even after you refresh (by pulling down on the Overview page)? This is likely a communication issue. I agree, you should start with a Base Station reset, to force your Base Station to reboot and re-establish all its connections:

  1. Remove the power plug from your Base Station.
  2. Using a Philips head screwdriver, unscrew the one screw that was under the power plug.
  3. Twist the whole bottom of the Base Station counter-clockwise and pull away to reveal the batteries.
  4. Take out just one battery. This will completely shut down your Base Station.
  5. Return the battery in the same position, replace the bottom cover, and reinsert the power plug.

The Base Station will take a moment to boot up and reconnect.

If the above doesn't help, we'll need to try a few more troubleshooting steps. Or you can reach out to our Support team through live chat here. They're available 8am to midnight EDT, which is 5:30pm - 9:30am IST!

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rajendrapreddy_1204

10 Messages

@davey_d​ Hi, Thank you. I am sorry may be my writing a bit confusing.
I haven’t set scheduled arming as I don’t find any such option in the IOS App for IPhone/iPad or in Keypad . I haven’t subscribed to any plan.

I have set the voice prompts to OFF because every 17 minutes it keeps announcing the current setting like OFF, HOME and disturbing during nighttime. At the same time receiving push notifications as Simplisafe security system was Disarmed by Remote at……… on……. 

when this announcement is made the status of the entry sensors are reset and realtime status isn’t displayed in the app despite fact that the doors are open/ close even after pulling down for refresh displaying Everything is Ok. 
I have reset the Base Station and Keypad many times. Nothing is changed. 
As for the live chat I had with, he says that the 2G cellular module is to be upgraded to 4G, and everything will be ok. In India where I am from 2G, 3G both are being used. I am using the System only through WIFI, no cellular connection. 

After your reply I understand that the problem maybe the scheduling, which I haven’t done and the option to do so is not in the App or in Keypad.

Hope this explanation will get the attention of the technical team and resolve the issue. 

I once again Thank you for the reply which is very helpful. 

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2 years ago

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emily_s

Community Admin

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3.4K Messages

@rajendrapreddy_1204​ So it sounds like your Base Station is periodically announcing its current armed state, and you are also receiving push notifications about it, too. This is a bug that our engineers are aware of, and they are working on a fix which will come in a future firmware update. 

Regarding the SimpliSafe mobile app showing an incorrect status on your sensors, updating the 2G cellular module in your Base Station to a 4G module should help. Having an updated cellular module doesn't only help with the cellular backup (should you choose to use it,) but it also helps maintain basic functionality in the SimpliSafe mobile app. If you reach out to our Support team, they can get a 4G module sent over to you! 

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2 years ago

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rajendrapreddy_1204

10 Messages

@emily_s​ Hello, as suggested by you I contacted support team via live chat and after much discussion and explanation I requested to escalate the issue to higher ups. 
The system is reset every 17 minutes that is what bothering because I may know whether doors are open are closed. 
Having gone through community Postings very extensively and come to the conclusion that it is due to Scheduling option (I don’t have the option in my App). 
Community postings helped me to understand and find what could possibly causing the issue. 
Thank you all. 

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2 years ago

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