Using Your System
Account & Billing
Sunday, June 19th, 2022 12:22 AM
As the title states, system just spins endlessly never finding any WiFi nearby. Base station is like 15 feet away from the router.
5 months ago
1 year ago
@Captainks that's a good one to try if you had previously been connected, but you recently replaced the cell module inside the Base Station. You can follow the instructions for the solution, which was discovered by a member of our Community.
@alanjackson does that sound like your situation?
@davey_d That sounds true. But for my case, I'm a new customer as of this week. It was during my initial-setup that I couldn't connect to my WiFi, even tho my mesh-network was broadcasting on 2.4GHz and an access-point was a few feet away (and I'd tried multiple things to confirm its visibility).
SS's tech-support had me unplug the base and remove the batteries (waiting for 2 minutes after) then... plug the base back in w/o any batteries installed. Then, I used the keypad to search for WiFi networks and.... they were visible!
Then, I re-installed the batteries and kept the base plugged in and... there's not been any WiFi issue since. :)
The Teir-3 tech said it was a known issue and that this work-around was something they'd figured out. And he didn't say how common the issue was. But after hearing all I'd tried and confirmed, that was the first thing he attempted.
Just fyi if helpful. Hopefully, it's a rare issue. :)
@Captainks ahah, that's interesting. You mention that you have a mesh network, which we've seen some compatibility issues with. But somehow the removing batteries trick worked for you. I'll have to report this to our engineers!
@alanjackson Time to call SS support, troubleshoot and get that new base replacement.
@captain11 it’s already a Gen 3
Alan, i had the same issue. Call SS as they have a work around that involves removing the batteries and then using the keypad to search. They are hopefully working on a fix but that should get u moving along. :)
Check the default address in your account. Some rocket scientist entered my shipping address (a UPS Store) as the default address, and I can't get it deleted from the system!
@benjaminkurata I answered your question in your thread here. It doesn't seem to be related to what this user is going through.
Running without batteries and using keypad was only thing that worked for me as well. Lots of wasted time troubleshooting.
Just had the same exact problem. New customer as well and must say, kinda disheartening to run into a breaking issue right out the gate. Luckily, I work in IT and a tech savvy so was able to do some googling and found this thread. I was able to undo the bottom cover and remove the batteries. After this, the base was able to scan for wifi and I was able to get it connected. I didn't have to use the keypad, but kinda weird it wouldn't do it with the batteries installed. Any normal user would not be able to figure this out and probably give up or claim it's defective. This really should be fixed ASAP.
+100. I haven’t even fixed it yet because I don’t feel like dealing with it. IDK why they can’t deliver an OTA with this brand spanking new 4G modem. Had to find this on the forum. Most users I guess are going to leave it broken and keep shelling out monthly fee for inferior product.
My system was wiped yesterday( all sensors/ camera removed) spent some time with CS and they could not figure how to fix this, Found this thread this morning and the running without battery got me connected back to wifi and now I can add my other devices back. I think they need to teach their CS agent how to use their resources or give them access to this Community forum.