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ron_133's profile

Monday, February 13th, 2023 10:12 PM

Resolved

Base batteries not charging

I've been getting an error message from my base station that says the backup batteries are not charging. I called support today and they had me power down the base station and pull one of the batteries for about a minute, then re-insert it. It seemed to work, but just 2 hours later the base station started announcing that the backup batteries weren't charging. For the record, the base station is a bit over 2-years old and everything is working normally except for this error message.

I called Support back and they're now shipping me a new power supply. I wanted to check on this forum to see if that sounds logical to other users who have also had this problem. Any input would be appreciated!

Official Response

Community Admin

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5.7K Messages

1 year ago

Hi all,

Firmware 2.10 (January 2023) added a new feature that allows your system to detect when the Base Station's batteries are not able to charge correctly. If it detects an issue, you'll get the warning "Battery Failure - Base Station Batteries are not charging".

To resolve the issue, you'll want to access the battery compartment to check the batteries, and may need to replace them. For more info, head over to our Help Center page here.

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Absolutely lame reply!!!

Community Admin

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5.7K Messages

@jkc959​ I'm sorry you feel that way. Is there anything we can help clear up? We'd be happy to help!

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Yes. We just installed fresh batteries. Updated firmware. Now we get the backup batteries are not charging.  It seems the firmware update may have caused an issue you guys should investigate. 

Community Admin

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3.4K Messages

@Rsmallen​ What type of batteries did you put in the Base Station? The Base Station can only use 4 rechargeable nickel-metal hydride (NiMH) batteries. If you put regular alkaline batteries in it, that could be why you're seeing this error.

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@emily_s​ thanks!   Let me check!! 

Community Admin

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5.7K Messages

2 years ago

Hi @ron_133 ,

Thanks for reporting this issue. Could you please check what type of batteries are installed in your Base Station?

If you see alkaline, that type of battery is not able to charge, which might be why you're seeing that message. The correct type would be NiMH (nickel-metal hydride), and only that type should be installed.

20 Messages

@davey_d​ I checked the batteries the first time I spoke with tech support. They are, indeed, NiMH rechargeable batteries.

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Community Admin

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@ron_133​ ahah, then yes, a replacement power adapter is a good next step (it could be an issue with not enough voltage coming through). If that doesn't work, then the next step is to replace the whole Base Station.

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@davey_d​ why would the company ship non rechargeable batteries with the system?

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2 years ago

When I called Support about the same issue they told me it was something to do with a recent KeyPad update and would be resolved by a new update soon?  I'm getting this error message on the KeyPad and my Base Station is announcing the problem as well.  

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@lrunning​ that's partially right. Firmware Update 2.10 included better support for the UL985 standard. Part of that required a way for the system to detect if there's an issue with the batteries or the charging circuit - of course to make sure that the system is always ready in case the main power is ever disconnected.

So it's an intentional feature that was recently added, which detects potential problems with your Base Station and its batteries. So the correct way to address it is the following:

  • Make sure that your Base Station has 4x NiMH type batteries installed
  • Make sure that all four batteries are seated correctly, and there is no corrosion or leakage
  • Reach out to our Support team so we can replace your Base Station's power adapter, batteries, or the Base Station itself

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After this firmware update, I now have to buy NiMH batteries to stop it from telling me they won't recharge and it has already once issued a phantom "alarm off" when the alarm was already off. Not a great update y'all. Quite unhappy and probably will never do another firmware update unless forced to. 

Community Admin

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@mstreiter​ I wouldn't put it that way. The update makes it so that your Base Station is able to detect if there's a problem with the installed batteries, which will save you from serious issues down the road. So it's a very good thing.

As for that phantom 'alarm off' - that can happen when the Base Station needs to re-confirm its status with the server. A future update will prevent the voice prompt from occuring if there has been no change, so you won't be needlessly alerted in the future.

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2 years ago

As I said above, at the suggestion of Support, I pulled one battery for about 2 minutes then put it back in. I thought the problem was solved, but then after a few hours I heard the base station announce that the backup batteries were not charging. That's when I called SimpliSafe again, but now, I haven't heard or seen a peep from the base station and it seems to be operating normally. 

It is at least worth a try to remove the bottom cover of the base station (the screw is under the power cable) and to pull one battery for a couple minutes then reinsert it. See if that helps. It certainly can't hurt. I'll let you know how it's going when I receive the new power supply from SimpliSafe.

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2 years ago

So I was getting the same error message after installing the new update. I have had this system for years now and never recall getting this message. I decided to try this battery truck mentioned above and when I opened up the bottom of my base station to check the batteries I noticed I didn’t even have any installed! After installing new rechargeable batteries, I have not received the error message (obviously). 

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@SawBlade​ That's what we call an easy fix.

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I called support regarding this issue and they sent me replacement batteries. Once I swapped out the batteries, the problem went away.

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2 years ago

@davey_d​ why would the company ship non rechargeable batteries with the system?

This comment was created from this reply

Community Admin

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@mrpipes3​, I'm so sorry to see that your Base Station was shipped with incorrect batteries. I've escalated this to our Support team - a Specialist will contact you soon to make this right! 

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@emily_s​ they sent a new base station. Thank you. 

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2 years ago

After experiencing the same problem described in this thread, I’m shocked to see my base station was shipped with non-rechargeable batteries as well. Wow.

Community Admin

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@chasemacri​ I'm sorry to see this! I've escalated your case to our Support team - one of our Specialists will reach out to you soon to help. 

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@emily_s​ 


Hi,

I also did not get rechargeable batteries for my base station. Could someone please reach out to me to get this taken care of?

Thanks. 

Community Admin

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Hi @Robertj​, 

I'm sorry to hear this! I've forwarded your case to our team - someone will reach out to you soon to get this taken care of!

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2 years ago

My system has been saying the same message about base station batteries not charging for weeks.  So frustrated so I checked this link.  Tried several things but realized today the system never had rechargeable batteries. Guess I need to order some but I’m also starting to look for a new system.  So frustrated. 

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1 year ago

I have the same problems with my base station with it having non-rechargeable batteries.  What is the process to have this fixed?  Thanks.

Community Admin

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@dixie2bird​ We're going to want to replace this Base Station ASAP. Our Support team can help with sending you a new one.

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1 year ago

Mine is doing the same thing,,replaced batteries twice with new batteries,,Station still says not  charging 

Community Admin

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3.4K Messages

@texasdude65​ The Base Station needs 4x NiMH batteries. If your Base Station still says it isn't charging with new NiMH batteries, I would reach out to our Support team, as we may need to replace the Base Station's power adapter or the Base Station itself.

1 Message

1 year ago

Ummmm.....why does this seem to be such a prevalent issue??? We were having issues suddenly with our base station as well and realized that we, too, were given alkaline batteries with the base. I have since cleaned the contacts and replaced with rechargeable NiMH batteries but it hasn't cleared the error message. We called support recently and they reset the system and we had to rename everything but not once did they tell us our batteries were wrong or ask what we had. Help?? 

Community Admin

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3.4K Messages

@catgorman​ If you still see a "Base Station Battery Failure" message on your Keypad after replacing the batteries in the Base Station with rechargeable NiMH batteries, I would contact our Support team, as we may need to send you new batteries or replace the Base Station.

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11 months ago

I’ve just got the error message today and thankfully found this chat.

I’ve just set my system up again as I was living in UK but now returned back to my home overseas .The system worked fine yesterday, but today after the base updated I started getting these messages.  I guess I’ll have to check the batteries first and then go from there. 
So can I just buy rechargeable batteries to use or just normal alkaline batteries . Also is there a way to shut off the messages from the base station from repeating itself. I just pulled the plug and put it back. But I don’t fancy being woken up during the night with it . 
thanks 

Community Admin

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3.4K Messages

@eduanehex​ The Base Station should only be used with 4 rechargeable NiMH batteries. If you remove the battery cover from your Base Station and find alkaline batteries, please contact our Support team so we can send you the proper batteries.

The only way to clear out this error message is by ensuring that the correct batteries are in the Base Station and that they are charging.

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Is it really necessary to send the rechargeable batteries first?  It seems like everyone has the same problem repeated until the base station is replaced.  Also, I am not terribly fond of giving my credit card information over the recorded line in order to have my correct batteries sent to me in the first place.  

Community Admin

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5.7K Messages

@immasood​ please be assured that we maintain very strict PCI compliance protocols to make sure that your data - especially payment info! - is secured. That includes both online orders and those taken through the phone.

The error message will pop up if the Base Station detects that it's not recharging properly - for any reason. So if the problem was with incorrect batteries being installed, then of course replacing them with correct batteries would solve it. But there could be other issues as well, and we'd need to troubleshoot to resolve them.

But if you like, you can certainly purchase the batteries on your own, from a different retailer. Just make sure that they're AA size, and NiMH type (not Alkaline or Lithium), and you should be all set.

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I just did firmware update and got backup batteries not charging message, checked batteries and one was installed backwards, corrected and no more not charging message!

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8 months ago

I replaced my batteries with new ones. No fix. Called support and they shipped me a new power cord. No fix. I'll be calling them again tomorrow. 

Community Admin

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5.7K Messages

@eddies66​ sounds like the next step is to replace the whole Base Station. Sorry to hear that it's taken so long to figure this out, but hopefully we'll get that new Base to you ASAP!

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8 months ago

I did the update and then I was getting the same error message after reading this thread I never received any rechargeable batteries for my base either

Community Admin

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5.7K Messages

@conniepegram​ please reach out to our Support team. We need to replace those batteries with NiMH rechargeables ASAP!

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Mine did the same thing will check the Batteries. I also had a couple False Alarms?

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It was a Battery issue. I just ordered  AA NiMH High-Capacity Batterries 2400 mAh

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6 months ago

I came here looking for an possible answer for the base station batteries not charging error. After reading about taking out the batteries, I decided to test them. While I was removing them, I noticed 3 were warm and 1 was cold. The cold one was completely dead. I replaced all 4 with new NiMH batteries. 3 weeks later, no return of the error message.

Test your batteries first.

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