‎Base Station not staying connected to WIFI | SimpliSafe Support Home
 
keymasabe's profile

9 Messages

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10 Points

Friday, November 24th, 2023 4:10 PM

Base Station not staying connected to WIFI

Base station no longer maintains the connection to WIFI. The connection must be established several time a  day..

Community Admin

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5.2K Messages

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70 Points

3 months ago

Hi @keymasabe ,

I have some questions that might help get to the bottom of this issue:

  • How long has this issue been going on?
  • When was the last time you initiated a firmware update through the Keypad?
  • What are the settings for your WiFi network? (e.g. 2.4GHz, WPA2, are preferred)

We might need to report your experience to our engineering team to investigate, but hopefully we can get your system back to 100% soon!

9 Messages

 • 

10 Points

3 months ago

Problem has occurred since the last update to base station and keypad about 10 days ago. I am running on the 2.4 ghz and wpa password. I worked with Marvz this AM and reset the base station then everything worked fine until an hour later. When I checked the base station had lost the connection and I must renter the password for a short lived connection.

9 Messages

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10 Points

After further reflection, maybe I don't understand the wifi connection process.

1. I open the mobile app. 

2. I open General Settings

3. In the WIFI Network my SSID appears

4. I click on the SSID, the app starts searching, then a pop up screen asks CONNECT YOUR BASE.

5. I click Yes Connect and enter my password, then I connect and all seems good for now.

6. If i look at this one hour later I should still be connected, RIGHT ?

7 Messages

3 months ago

This is definitely a failure caused by the last update. Mine is doing the same thing and support can’t figure it out. Been troubleshooting for almost 3 hours now.

Community Admin

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5.2K Messages

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70 Points

@Andyjschreiber​ thanks for reporting. Just to be clear, this started after you initiated the update to 2.14 on your Keypad?

Also, are you seeing any error messages, or is it that you check back and suddenly your WiFi is no longer listed?

7 Messages

Correct, this started after the update to 2.14 on my keypads. I receive the continuous "wireless interference" and then immediate "wireless interference resolved" errors repeatedly every few seconds. Hasn't stopped for days so I turned off the base station light option and voice in the app. I contacted Simplisafe and they sent me a new base station that I received yesterday. I plugged the new base station in and all worked fine without errors until I added the last 4 of 21 entry sensors then the base station immediately went crazy with the interference errors again. I logged into my router and ran a site survey of my 2.4 ghz and 5 ghz networks to check interference and even changed channels to see if that would help but it didn't. I gave up working on it last night.

Community Admin

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5.2K Messages

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70 Points

@Andyjschreiber​ the "Wireless Interference detected" error is a very different issue. Your Base Station connects to the Simplisafe app through either WiFi or the built-in cellular (if you have Monitoring Service). But it connects with your sensors and components using a local radio. It's this latter connection that we would be troubleshooting.

Specifically, that error means that there's another wireless signal that could potentially drown out the SimpliSafe signal. I do see that we've already been doing some troubleshooting with you in this other thread. But we're looking for simpler, lower-frequency devices that you might not necessarily think would be a problem - like remote controlled Christmas lights, garage door openers, or wireless weather stations.

1 Message

3 months ago

+1

Our system is experiencing the same issue. It keeps "disconnecting" from WiFi and cannot be reconnected in the mobile app. Oddly enough, the cameras are still viewable live, so the app is definitely not accurate.

Community Admin

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5.2K Messages

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70 Points

Hi @cede_bell , thanks for reporting. Yes, the cameras do connect separately to your WiFi, so that wouldn't be unusual. It seems that the issue is with your Base Station, and not actually your WiFi.

Do you know if the disconnects are happening at a particular time? e.g. Do you see a Power Outage before the WiFi disconnects, or any other events?
And if you try to connect WiFI through the Keypad, does that work?

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