740 Messages
Whoa! Timeline Events Are Gone!
I have no Timeline Events logged before Tuesday, June 1, 2021. I attempted to go back to an event on my exterior cameras' hard drive (which I often do) to coincide with a disarming of my system, and everything is now gone. I get a message that says, "There are no more events" on the website and "No Events" in the app. I am hoping this is a glitch in the logs. For years I have gone back to my Timeline as a resource for my surveillance system cameras (and vice versa - my cameras are independent of SimpliSafe).
Is anyone else able to see any events going back further? I indeed relied on the Timeline for such info, so I hope restoration is possible for all users. Had I been away from home on vacation or a business trip, there would be no way to see if anything suspicious occurred (disarming, device triggered, etc.). Neither the website nor the app goes further back than June 1, 2021. Before this, I could go back years in the Timeline.
Is anyone else able to see any events going back further? I indeed relied on the Timeline for such info, so I hope restoration is possible for all users. Had I been away from home on vacation or a business trip, there would be no way to see if anything suspicious occurred (disarming, device triggered, etc.). Neither the website nor the app goes further back than June 1, 2021. Before this, I could go back years in the Timeline.
Accepted Solution
davey_d
Community Admin
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5.7K Messages
4 years ago
This would be a side effect of the recent reconfiguring of our Monitoring Plans. We brought a whole host of features to all levels of Monitoring Service, including app controls, push notifications for alarms, and (most relevant to your question) 7 days of Timeline events available through the app and your online account. That is, except for subscribers to Interactive Monitoring, as you get a full year of timeline events.
Though if you're on either the Self-Monitoring Plan or the Standard Plan, and you need info about events beyond the past week, you can still give our Support team a call at 800-548-9508 and they can provide that info for you.
A complete breakdown of plans can be found on our Help Center article here.
- Johnny M.
SimpliSafe Home Security
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ronsec
182 Messages
4 years ago
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shiherlis
740 Messages
4 years ago
I wonder if this is a bug on my end due to the new subscription options. I highly doubt SimpliSafe would switch to a timeline that now only logs seven days.
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whoaru99
1.3K Messages
4 years ago
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captain11
Captain
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6.3K Messages
4 years ago
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shiherlis
740 Messages
4 years ago
That is how I learned of the new limitation. I had two dates from November 2020 and one from February of 2021 I tried to access that were no longer available. It may not seem like a big deal to many people, but I have utilized the logs in the past with law enforcement. So it is verifiable proof, whereas before I had my Deep Sentinel cameras installed, it was just my cameras (which one can edit/manipulate). Sure, I could call into SimpliSafe, but sometimes, I do not know the exact date needed. So having access to that on my own was vital. The idea of upgrading to gain something that SimpliSafe included with what I was paying until yesterday is an odd way of introducing new offerings. I suppose I do not get the rationalization behind the limitation/reduction for Standard Monitoring Plan customers.
Again, not your fault, Johnny. It is just the SimpliSafe way [sometimes]. Sigh.
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shiherlis
740 Messages
4 years ago
Although I know SimpliSafe will never answer, I am still scratching my head over the odd decision to limit the Standard Plan to a seven-day timeline yet give the $9.99 Self-Monitoring plan unlimited logs. I can see the limitation for an unmonitored account but not for a paid one. If it was previously there, leave it as it was. Addition by subtraction is rarely a good move.
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whoaru99
1.3K Messages
4 years ago
Perhaps the longer timeline of the $10 self-monitoring plan is because it includes camera storage. If recall correctly, the SS cam videos don't contain a time/datestamp embedded in the video.
I do sorta agree though, if it was part of a plan you were signed up for a Grandfather clause wouldn't be unreasonable. OTOH, it is a month-by-month agreement. Not like one has a long term contract for any particular services. Double-edge sword.
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shiherlis
740 Messages
4 years ago
Johnny,
If I request my past logs from SimpliSafe, can the company provide them to me in a particular searchable format? A specific day or week is not enough, as I need all of them. If I upgrade to Interactive Monitoring for the month, will all of my deleted logs be restored, or are those now gone and no longer recoverable?
Thank you in advance for the forthcoming answer.
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davey_d
Community Admin
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5.7K Messages
4 years ago
If you called in, our representatives can just send straight text in an email. Unfortunately they're not able to export into a spreadsheet or similar.
- Johnny M.
SimpliSafe Home Security
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captain11
Captain
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6.3K Messages
4 years ago
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