‎Trying to Install Outdoor Camera but Cannot Update System | SimpliSafe Support Home
 
Yi_Long_Ma's profile

Wednesday, December 7th, 2022 5:57 AM

Trying to Install Outdoor Camera but Cannot Update System

I recently bought a set of outdoor cameras. As I start the camera set up on the App, I am asked to update to my system ("Update your Software to the latest version"). However, whenever I got through the steps on the keypad to update system, the keypad says "Your system is up to date." I am unsure what to do, I have even tried removing the batteries from the base station. I think there is something wrong with the base station's ability to push out the firmware to the keypads because the version on the base station and keypad do not match.

Firmware versions:

  • Base Station: 1.6.8
  • Keypad: 2.1.4

To note, my base station and keypad ARE connected to Wifi (2.4hz channel).

Community Admin

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240 Messages

1 year ago

Thanks for the details, @Yi_Long_Ma.

 It might be best to have you speak with our support team directly. They'll be able to push an update from our end and get everything up to date so you can install your Outdoor Cameras. You can open a chat on the bottom right corner of this screen, or contact the team by phone with the details here

5 Messages

@alexandria_c​ Thanks, will do

5 Messages

Just giving an update, per alexandrai_c's (community admin)  advice, I reached out to the support team directly via the chat function (bottom right corner of your screens). I spoke to "Lovely" from the Simplisafe Support team who was extremely helpful. 

She pushed the update out to my system but for some reason my keypad lost its Wifi connection AND its ability to reconnect to the Wifi. She then provided me with some specific steps to correct this which I will detail below in case anyone needs it (I think steps 1 thru 4 are basically how to do a general reset):

  1. Unplug your Base Station
  2. Unscrew the one screw that was covered by the power plug.
  3. Twist the bottom open to reveal the battery compartment. Remove one battery.
  4. Without replacing the battery or the cover, re-insert the power plug.
  5. Head over to your Keypad, and navigate to Menu > System Settings > WiFi, and go through the steps there.

After the above was completed, everything worked as usual. The update was pushed out again and now I am waiting for it all to process as I type this response.  

Advocate

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927 Messages

Yep when all else fails reboot the whole system, glad it's working now for you

5 Messages

Just giving an update on this situation. Ultimately, the support team could not push the update through successfully. Every time they "pushed it through" , I was asked to look for a gear icon on the keypad so that I can complete the update. However, there would be no gear icon and I would also notice that my keypad/base station would disconnect from the Wifi (and no, there were no power outages to cause this). Once the Wifi disconnected, the keypad/base station would also lose its ability to reconnect to Wifi. The support team would then ask me to "power cycle" the base station as a means to reset the base station and gain back the ability to reconnect to Wifi. This would fix the Wifi issue and allow me to reconnect but the same problem repeats once the support team attempts to push the upgrade again.  In total, I spoke with two support team members on two seperate days and attempted to "push the update" about 3-4 times with the above scenario playing out each time (we walked through plenty of troubleshooting avenues in between as well). 

I think the solution that I was offered by the last support team member (via Live Help chat) was to have a new base station sent to me which I agreed to.  However, I do not know if that was completed or not because I had to end the conversation and return to work. I do not know if the same agents ever revisit past discussions to follow-up (and to note, I have not seen any response from that agent since then). 

(edited)

Community Admin

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240 Messages

@Yi_Long_Ma​ During a call or chat, they will need you to fill out a secure form to confirm some personal details and the shipment. If you didn't get to that step of the process, it's likely the order did not go through. That said, if you open a chat again, the next agent should be able to pick up where the last one left off and get that replacement shipped out right away.

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