‎WIFI Connected but can't update | SimpliSafe Support Home
 
FSISandy's profile

Tuesday, March 28th, 2023 11:56 PM

WIFI Connected but can't update

New IPS...since then, keypad finds new network, says it connects (yes, 2.4ghz) but check for updates fails. Camera connected to new network and works fine.  Tried connecting with Android hotspot and phone shows it is connected to SimplisafeBase, keypad is connected to Samsung hotspot, but same message when trying to check for updates.  So I don't think it is the isp if the hot spot isn't working!  Simplisafe has sent out 1 replacement base and when I got the same results, sent out a new keypad.  Still same results so another base station is coming.  Disconnected doorbell cam with replacement of base station & have not reinstalled since things are wonky but it might be just like the other motion camera...working!  SOOO frustrating!  Any other ideas???  Seems like I can do everything except update!

Community Admin

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2.4K Messages

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10 Points

11 months ago

Hi @FSISandy, 

When updating your system's firmware, it does need to be connected to Wi-Fi. You mention that you have a 2.4GHz network, but do you know if your router broadcasts both 2.4GHz and 5GHz frequencies? If it does, I'd recommend that you set up a separate guest network that broadcasts 2.4GHz - your Base Station should connect to it.

Also, how many characters does your Wi-Fi network name and password have? Currently, we have a 31-character limit for Wi-Fi names and passwords. If either of them are longer than 31 characters, I would shorten it to see if that helps your Base Station connect to your Wi-Fi network.

3 Messages

@emily_s​ Thanks for your reply Emily.

I do have a guest network set to 2.4GHz...and when I used my smartphone hotspot, it specifically says it is running at 2.4GHz.  Same error message with both connections.  And both the network name and the network password are well under the 31 character limit.

What really confuses me is the inability to Check for Updates when connected thru the android hotspot.  The SimpliSafe app says I am connected to the hotspot, my phone says SimpliSafeBase is connected, and yet I can't Check for updates...to me that implies a SimpliSafe issue rather than an ISP issue. 

Community Admin

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2.4K Messages

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10 Points

Hi @FSISandy,  

Yes, since your Base Station is connected to a hotspot it should be able to initiate a firmware update. I've escalated this to our Specialists for further troubleshooting. Someone will reach out to you soon to get to the bottom of this!

1 Message

1 month ago

I have the same issue - out of the blue a sensor stopped working.  I spent 2 hours online with SimpliSafe support - tried to update firmware and got the same message that system was not on WiFi - yet it is - very frustrating.  While working with Support base station began displaying a steady yellow light (with greenish hue).  Support initially said it was because the Firmware  update was happening but after 30 mins they had me unplug and put base station next to router.  Didn’t solve the issue - tried a different WiFi - didn’t solve the issue - very  strange - noticed firmware version on base station is 1.6.4.1 so I don’t think I have ever received an update!  Keypads on 1.6.2.    Support did not offer to send a new base station:-(.  I don’t know what has happened - old firmware has been there for ages and system was working fine.  Now stuck with a yellow light and no way to initiate firmware updates.

Community Admin

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2.4K Messages

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10 Points

@myrao​ A steady amber light means that the Keypad is installing an update, so it appears that your system began updating, but something must have happened to prevent it from finishing all the way - like if the Base Station lost its Wi-Fi connection.

I would recommend rebooting your Wi-Fi router by unplugging it for 30-60 seconds to see if that helps the Base Station regain its connection and complete the firmware update.

If that does not help, I would then reset the Base Station next by taking the following steps:

  1. Unplug the power cord from the Base Station, and use a Phillips Head screwdriver to remove the screw below the plug
  2. Remove the bottom cover and remove one battery from the Base Station
  3. Wait 30 seconds
  4. Reassemble the Base Station by inserting the battery, cover, and the power cord
  5. When powered up after the reset, the Base Station will say "Welcome to SimpliSafe"
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