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wjennis3

10 Messages

Saturday, November 13th, 2021 9:55 PM

Base Station Unable to Connect to SimpliSafe

Hello All;
 I have been unable to update my SimpliSafe system as my base station will not connect to SimpliSafe.
I spent ~ 2 hours last Saturday on the phone with tech support who ultimately were going to push an update to me. They said I'd see a gear icon on my
keypad but it never arrived.
My Wifi network sees the Base station as being connected to my network.
The base station is ~ 15 feet from the Wifi router. Tech support asked me to move it closer, which I did-when it was 2 inches from the router, it still could not connect to SimpliSafe.
We also did all the power cycle drills as well.
And ideas what to try next?
Thanks in advance for your help.
Bill

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Updated 

4 months ago

10.9K

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Official Response

davey_d

Community Admin

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5.6K Messages

3 years ago

Hi Bill,

We're in a little bit of a conundrum here because in order for the Base Station to update, it needs to be connected to WiFi - which is the very same thing that's having trouble.

But looking into your account, I spotted an issue that might be related. I've created a call ticket with a senior Specialist to get this figured out!

- Davey D.
Community Development Manager
SimpliSafe Home Security

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colekedu

1 Message

@davey_d​ I am having this exact same issue.  Please advise. Thanks.

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1 year ago

0

emily_s

Community Admin

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3.1K Messages

@colekedu​ It may be helpful to reset your Base Station by taking the following steps:

  1. Unplug the power cord from the Base Station, and use a Phillips Head screwdriver to remove the screw below the plug
  2. Remove the bottom cover and remove one battery from the Base Station
  3. Wait 30 seconds
  4. Reassemble the Base Station by inserting the battery, cover, and the power cord
  5. When powered up after the reset, the Base Station will say "Welcome to SimpliSafe"

Please let me know if that doesn't help to download a firmware update to your Base Station.

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1 year ago

0

worthing

702 Messages

3 years ago

@wjennis3

Any chance your router has quarantined or otherwise locked down your SimpliSafe base unit from talking to the internet? In that instance it would still show as connected to WiFi but it couldn't get anywhere outside of your network.

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wjennis3

10 Messages

3 years ago

Hello Worthing;
   I'm using an Xfinity Wifi gateway. How would I know if the router has quarantied or locked down the base unit?
I'm not a computer expert but when I look at what's connected to the wifi network through the xfinity website it shows the base station without any other technical jargon that would indicate any special conditions.
I'm arranging a call back with a specialist from SimpliSafe-he contacted me but I have to find several hours to devote to this problem.
Thanks.
Bill

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captain11

Captain

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6K Messages

3 years ago

@ wjennis3 If you have not already, I suggest you contact support and troubleshoot.

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wjennis3

10 Messages

3 years ago

Hi Captain11;
   I did that a few weekends ago and burned 2 hours without the problem being fixed, which is why I posted here.
Thankfully, it seems the company monitors the forum and someone from SimpliSafe called and then emailed me.
I've emailed them back and we'll setup a call when I have a block of time.
Thanks for your help.
Bill

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worthing

702 Messages

3 years ago

@wjennis3,

I don't have that hardware but take a look at this article:

https://www.xfinity.com/support/articles/personalize-customize-hnetwork-xfi

It's unlikely this is the cause, by the way, but it's definitely worth checking.

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gla2phxgmailcom

1 Message

3 years ago

I am having a similar problem.  Keypad is connected to Wi-Fi but base station stated no signal.  When I arm alarm the base station tells me the system is armed, but app and simplisafe say no signal being received.  I have rebooted the base station and my router numerous times to no effect, so feel like I am paying for a system that does not actually monitor apart from locally.

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werwulf

8 Messages

3 years ago

Same issue here. Seemingly it may have started since the last firmware update. Nothing has changed on my network, system is connected to the 2.4GHz SSID. Annoyingly, the whole time it can't reach the dispatch centre, all my cameras are in alerted blue-light mode with the shutters open. I don't even have a plan so unsure why it needs a link to the dispatch centre. Seemingly any blip in connection causes the cameras to behave this way. I've tried several times to get a resolution for this with support and got nowhere.

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goodbyeluna

1 Message

2 years ago

I had a similar issue that was resolved today. The customer support tech directed me to turn the base station off. Unplug the power cord from the bottom of the base station, then unscrew the single screw that is exposed. Open the bottom of the base station and you will find 4 rechargeable batteries. Remove one battery. Plug the power cord back into the base (with the remaining batteries exposed. Using your SimpliSafe keypad, connect to the WiFi. You will need to enter your password on the keypad. I was able to connect to my WiFi immediately. Once the Wifi is connected, remove the power cord again and replace the remaining battery. Screw the bottom back onto the base station and plug the power cord back in. You're good to go.

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Kjulle

1 Message

@goodbyeluna​ Awesome. That fixed my setup after trying everything else for several hours. Thanks for posting. 

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2 years ago

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ryan_grogman

1 Message

@goodbyeluna​ did you have to reconfigure all of your devices or was everything still set up in your system once you did the battery truck for reset?

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2 years ago

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davey_d

Community Admin

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5.6K Messages

This user performed what we call the Base Station reset. It's just like rebooting your computer or phone. So it should retain all of its settings.

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2 years ago

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amiamb78

1 Message

@goodbyeluna​ That worked!! Thank you!!

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2 years ago

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mbercholc

1 Message

1 year ago

I spoke with several customer service agents, spent hours on the phone. None of them was able to get my base connected to WIFI.

They replaced base, cameras ,etc. Does not work, please help.

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emily_s

Community Admin

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3.1K Messages

Hi @mbercholc​, 

I see that you were in contact that our Support team today and they were able to get your Base Station to connect to your WiFi. Are you still experiencing this issue? If so, could you please let me know which troubleshooting steps you took over the phone so I do not recommend anything you've already tried.

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1 year ago

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Cory_Hulet

9 Messages

7 months ago

Having the same issue as the OP. I followed the steps to reboot my base station and it didn't help. App will still not connect to the base station. Keypad is on the wireless.

Base station originally connected to the 2.4 once and then failed during the "securing your connection" step. It has not been able to find the wireless since then - even after the reboot as described above.

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grittibanz

2 Messages

@Cory_Hulet​ any solution?  I am currently having the same problem

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5 months ago

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emily_s

Community Admin

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3.1K Messages

@grittibanz​ How far away is your Base Station from your router? When establishing its Wi-Fi connection, it can help to move the Base Station 5-10 feet away from the router and then attempt to connect it again.

Also, have you already tried resetting your Base Station? You can do this by taking these steps:

  1. Unplug the power cord from the Base Station, and use a Phillips Head screwdriver to remove the screw below the plug
  2. Remove the bottom cover and remove one battery from the Base Station
  3. Wait 30 seconds
  4. Reassemble the Base Station by inserting the battery, cover, and the power cord
  5. When powered up after the reset, the Base Station will say "Welcome to SimpliSafe"

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Reply

5 months ago

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avagrigg

1 Message

4 months ago

I've done everything in this thread and the base station still does not work.  Should I get a new one?

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emily_s

Community Admin

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3.1K Messages

@avagrigg​ Just to check, has anything changed with your network's setup? The Base Station can only connect to networks that align with these requirements:

  • The network must broadcast at 2.4GHz
  • The network name and password cannot exceed 31 characters each
  • The network must be configured to WPA2 or WPA2/3 Mixed Mode

If anything has changed with your network recently where it doesn't match those requirements, that could be the reason why the Base Station cannot connect to it. But if that is not the case, and resetting the Base Station and moving it closer to your router has not helped, I would then recommend contacting our Support team for further assistance. 

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4 months ago

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kjcols

1 Message

4 months ago

I had the same thing happen and unplugged the base station and replugged it in then the unit was able to connect to base station

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