10 Messages
Base Station AND Keypad Now Not Working
Hello All;
Several weeks ago I described the inability of my Base Station to update. It was connected to my Wifi( I could see it connected on my router list of connected devices) but would not connect to the internet to allow a system update from SimpliSafe. I would get into an endless "can't update without Wifi connection, then connect to Wifi , can't update without WiFi connection" loop. I've had the system since July 2020 and I honestly don't think it has ever updated as I never knew it had to update.
I was contacted via email and phone by Eric from support who initially suggested a Wifi extender to split the Wifi into 2.4 and 5 Ghz networks so the Base station wouldn't be "confused" about which network to connect to. That didn't work so he suggested a new Base station.
I received the new base station powered it up and contacted support in order to enter the serial number of the new station. This Base station also doesn't connect to the internet and now the Keypad doesn't see ANY Wifi networks; There are at least 8 networks that my phone sees that are nearby. We went through the usual power cycling drills etc. So now I have an essentially non-functional system. I've emailed Eric back and asked him to escalate this problem. I also emailed Douglas Woodard, who my wife found online as SimpliSafe's customer service satisfaction something or other.
I get the feeling SimpliSafe has given up, or maybe no one is working during the Christmas holidays.
I've also contacted Xfinity, my ISP, to see if any of my router settings would prevent the base station from connecting to the internet. Their answer was no.
Incidently, ever other wireless device in the house works without any difficulties on the Wifi network, even my ancient iPad 2!
Any help or ideas would be appreciated as I'm at the end of my rope with this problem.
Thanks.
Bill
krstrick
136 Messages
3 years ago
Few things:
Can you determine the actual manufacturer of the xfinity box (maybe flip it over) PACE, Arris, someone else.
If this box transmits on the same SSID for both bands can you temporarily disable the 5G band and run only 2.4 or enable a guest network on only 2.4G?
For some reason SS devices seem to be extra persnickety on initial connection, I've had to do this several times to connect bases, doorbell cameras etc...
Good luck.
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wjennis3
10 Messages
3 years ago
Hello krstrick;
Thank you for addressing my questions.
I tried to fix this problem with the help of Eric(who is trying to help as best as he can).
He sent me a Wifi extender that allows me to separate the wifi bands into 5 and 2.4Ghz bands.
This was setup successfully and the keypad/base station was able to see the new 2.4Ghz network, but I still got into the ""can't update without Wifi connection, then connect to Wifi , can't update without WiFi connection" loop.
Unfortunately, right now, the keypad doesn't see ANY Wifi networks, although every other wireless device I use sees the network in question and can connect to it and use it.
Other than taking the batteries out of the keypad, is there any other way to reset the keypad?
Thanks again.
Bill
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krstrick
136 Messages
3 years ago
Agree, reset the base by removing power and battery, then the keypad, the keypad should be close to the base as well.
Also, i'm sure eric mentioned it, but make sure the old base is powered down and batteries removed.
It is frustrating that when they replace a base because it won't update that it does not arrive with the latest firmware...
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wjennis3
10 Messages
3 years ago
Thank you both for your help.
Bill
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