‎App not connected | SimpliSafe Support Home
 
outlanderNC 's profile

Tuesday, February 21st, 2023 4:27 PM

App not connected

Two days… The app is not connecting with Android or iOS. Pulled batteries in base and keypad. Uninstalled and reinstalled the app. No connection with the app…. Turned off the 5ghz on my router so only 2.4ghz was on. Forgot and reinstalled WiFi on keypad. 
The base and keypad talk to each other. The sensors all talk to the base. No idea what to do next to get the apps to work.

System updates today.

Keypad version 2.10.6 loader 1.0.0 Hardware 1

Base version 2.10.14 WiFi 2.11.6 Audio 1.6.0

WiFi RSSI -42db

Cell RSSI -61db

Router shows device connected on 2.4ghz band

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Official Solution

Community Admin

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5.3K Messages

1 year ago

Hi @outlanderNC  ,

I heard from our escalation team that you issue is already resolved! Let us know if you run into trouble again.

1 Message

I'm having the same problem.  Perhaps you could say HOW the issue was resolved?

Community Admin

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2.7K Messages

@BLong​ I see that you've already reached out to our Support team and they were able to resolve your issue by removing the SimpliSafe app from your device and redownloading it. If you continue to experience this issue, please let me know!

Community Admin

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5.3K Messages

1 year ago

Hi @outlanderNC  ,

The sensors and Keypad connect to your Base Station through local wireless, while the Base Station connects to the app via WiFi (or the cellular backup, if you are subscribed). So it's really just the WiFi/cell piece that we are troubleshooting here.

But you've also already tried disconnecting and reconnecting your WiFi, and it looks like that was successful. And you've tried logging into the SimpliSafe app on at least two different devices - so it's not an app version or a login issue.

I'm thinking that the problem is instead with your account, on our side. So we'll need to refer you to our Support team. I've gone ahead and requested an escalation, and hopefully we'll get this figured out soon!

@davey_d​ Having same issue.  Base was set up and recognizes all door and window sensors but cannot use app to connect cameras.  Acts as though the system was not set up yet and not connecting to any cameras.  Please help.

This reply has been converted into a comment

1 Message

Hi - I am also having the same issue. all of the sensors are speaking to the base and the keypad but I can't get anything connected to the app. I have tried reconnecting wifi multiple times and deleting and reuploading the app. Please advise how to fix. 

This reply has been converted into a comment

1 year ago

@davey_d​ Having same issue.  Base was set up and recognizes all door and window sensors but cannot use app to connect cameras.  Acts as though the system was not set up yet and not connecting to any cameras.  Please help.

This comment was created from this reply

Community Admin

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2.7K Messages

Hi @matthew_0faed4​,

Have you tried removing and reinstalling the app on your device to see if that could be a fix?

 

1 Message

1 year ago

Hi - I am also having the same issue. all of the sensors are speaking to the base and the keypad but I can't get anything connected to the app. I have tried reconnecting wifi multiple times and deleting and reuploading the app. Please advise how to fix. 

This comment was created from this reply

Community Admin

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2.7K Messages

Hi @brittanyraffa​,  

Since you've already tried deleting your SimpliSafe app and reconnecting your Wi-Fi, I've escalated your case to our Support team. A Specialist will reach out to you soon to get this figured out!

1 Message

I am also having this exact issue. Have deleted and reinstalled the app twice, have removed and reinstalled batteries in base station and keypad, have even told keypad to forget the wiFi network and reconnected. Still nothing. The app still thinks my system needs to “be setup”. Even though everything is setup, all sensors are speaking to the base, and wifi is also successfully connected (not 5G).  I still cannot get the app to complete set up and be a useful part of this system. 

Community Admin

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5.3K Messages

Hi @diviMeg ,

Sorry about the trouble. I looked into your account and I see you were already able to get in touch with our Support team, and the issue with your account might already be resolved. Do you still need assistance?

1 Message

9 months ago

I am having this same problem.

Community Admin

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2.7K Messages

@ecaswell32​ are you able to log into the webapp properly? Also, do you have another device like an iPad or tablet to see if you can login successfully there? I would also check to make sure that the SimpliSafe app on your mobile device is up to date.

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