‎Base Station never finds any WiFi | SimpliSafe Support Home
 
alanjackson's profile

Sunday, June 19th, 2022 12:22 AM

Base Station never finds any WiFi

As the title states, system just spins endlessly never finding any WiFi nearby. Base station is like 15 feet away from the router. 

Official Solution

Community Admin

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5.4K Messages

2 years 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?

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This comment was created from this reply

7 Messages

@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. :)

(edited)

Community Admin

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5.4K Messages

@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!

Captain

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5.9K Messages

2 years ago

@alanjackson Time to call SS support, troubleshoot and get that new base replacement.

3 Messages

@captain11​ it’s already a Gen 3

7 Messages

2 years ago

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. :)

Community Admin

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5.4K Messages

@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.

This reply has been converted into a comment

10 Messages

2 years ago

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!

WTF?!?!

Community Admin

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5.4K Messages

@benjaminkurata​ I answered your question in your thread here. It doesn't seem to be related to what this user is going through.

1 Message

2 years ago

Running without batteries and using keypad was only thing that worked for me as well. Lots of wasted time troubleshooting.

1 Message

2 years ago

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.

3 Messages

2 years ago

+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. 

41 Messages

10 months ago

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. 

9 Messages

5 months ago

I just spent several hours on the phone with CS tonight - very nice lady, but we were unable to get my base station or hand controller connected to my router. Other devices in my home can connect to the router without issue. 2.4 GHz, separate network, with WPA2 security. Odd thing is, I could connect them both if I did it through my wife's iPhone as a hotspot. But direct to the router - no go.

She is sending me an extender to see if we can connect that to my router and then my SimpliSafe devices to the extender. We'll see if that works. 4-5 business days. I'll try to get back here and update this post afterward.

Found this thread and tried the base station with no batteries, but that didn't work for me.

No idea why I can connect laptops, phones, etc to that same router with no issues and can access the internet through them, but the SimpliSafe stuff can't connect. Makes no sense!

(edited)

Captain

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5.9K Messages

@Cory_Hulet​ If you spent several hours and you couln't connect the base to WIFI and everything else in your house does, I doubt an extender is going to solve anything. Suggest you call back, ask for a supervisor (or a callback if one is not available) and get that base replaced.  Also remember it connects at 2.4g 

Please post your outcome here if you get a chance.

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