‎Upgrade for Mac OS Catalina user | SimpliSafe Support Home
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radunlap88

2 Messages

Wednesday, February 5th, 2020 12:58 AM

Upgrade for Mac OS Catalina user

I recently bought a new Mac computer with the new operating system Catalina-version 10.15.3. I am now unable to open the app from the keychain. It's giving me an error message saying the app needs to be upgraded. I used a previous Mac with the Mojave 10.14 operating system with no issues.

I also cannot open it from the resource folder> simpli.html. It's giving me an "unable to to detect keychain remote". This is even after removing and reinserting the USB keychain.

Is there an option to get an upgrade on my keychain usb? How do I go about changing and managing my settings?

Question

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Updated 

3 years ago

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coltmaster1

Advocate

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2.8K Messages

4 years ago

This will require a call to SS - call and ask for a senior supervisor, and ask for a download file that will get your mac compatible - make sure you tell them the OS version.  Try calling in early mornings when they open (9am, ET), and press #1 for sales, hopefully someone will answer sooner.

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radunlap88

2 Messages

4 years ago

Ok, I will try this.

Thank you!

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danieljustice

103 Messages

4 years ago

Catalina ended support for 32 bit applications. Only 64 bit works. What I did to still use my 32 bit apps is to partition off a small portion of the hard drive and install Mojave on it (instructions for partitioning your HD and installing an old OS, as well as getting the file for a previous OS is available from Apple's website) .  You can then switch between the two different operating systems with a reboot.  It's not ideal, but it does give you the newest OS while still being able to use 32bit apps.  That's one solution if SS does not have a 64 bit application available.

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randall_

2 Messages

3 years ago

"..and ask for a download file that will get your mac compatible..."

I wonder what that really means?  I'm not sure I want SS or anyone modifying my OS.   In fact, I'm sure I don't.  Come on SS, you can do better than this.  Your app should be 64 bit by now.  It's not like you haven't had time.

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autigers1970

22 Messages

3 years ago

What is this app and keychain you speak of?

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undeleted

1.2K Messages

3 years ago

@autigers1970

Its for the old Simplisafe system.  It required using the keyfob (which was also a usb drive) to make offline changes to the alarm system.  That method does not apply to the system SS came out with a few years ago.

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autigers1970

22 Messages

3 years ago

Ah, got it.  I'm a new SS customer and have the most current model.  Thanks.

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coltmaster1

Advocate

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2.8K Messages

3 years ago

Randall_  ,  the download file is/was for SS2 users who were having problems getting the keychain remote (with usb) to work on Mac pc's - this was generally for users who did not have the interactive monitoring plan and had to use the keychain remote usb for changes to their system (whereas if one has the interactive plan, one can make changes using the online control panel).

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randall_

2 Messages

3 years ago

I just got off the phone with their 'tech support'.   First I was told that 32bit apps will run on 64bit computers.  This after I explained the issue with trying to run 32 bit apps on 10.15 macOS.   I asked for a more senior advisor and was denied.  

I was then told that the 'newer Apple operating system' is indeed having issues running their software.  Further the previous 'work around' is no longer working.  

The representative could give me no details about steps being taken other than that they 'believed they were working on a solution'.

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sevensiamesecats

Advocate

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2.2K Messages

3 years ago

I'd be quite surprised if they really are "working on a solution".  The system which uses the USB resident program to control the system is "obsolete".  Yeah, you can still get parts and warranty service, but is SS applying any of their seemingly limited development resources on making changes to it?  They just barely seem to be making any progress on their current system...

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undeleted

1.2K Messages

3 years ago

Agree with 7.  And I hate to say it, but its just the way of things.  Most companies are not going to spend much money or resources on older models.  Car manufacturers only recall previous models because they are mandated to, but if the speed limit gets increased to 130 mph they are not going to upgrade that car for free so you can keep up.  SS2 is an older system using older software and computers are moving on.  It's going to get left in the dust just as every other piece of hardware and software from 10 years ago.

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coltmaster1

Advocate

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2.8K Messages

3 years ago

Randall_ , this is where we usually tell you to consider upgrading to SS3 - if interested, call SS and ask for an upgrade offer (it's usually 40% off a new system and you might have to ask for it - around Xmas time a few users were getting 50% off email offers, but that was a rarity for SS).

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