‎Base will not connect to WiFi after 4g cell module update | SimpliSafe Support Home
 
jaysonlangman's profile

Sunday, May 8th, 2022 12:55 AM

Base will not connect to WiFi after 4g cell module update

So here's the issue. We got the replacement module for 4g back up service2 weeks ago. I followed the directions to a "T." For reference I have built and assembled computers off and on for a few years so I'm not a novice but not an expert. Once everything was back together I tried to get the base to reconnect to our WiFi and it will not - regardless of what I do. I have unplugged the base and removed the battery, same with our Netgear Nighthawk router and the modem (ATT Gigabyte service). No dice. Yet in the meantime, one of the two cameras we have, lost connection randomly and found the WiFi we used for the whole system quickly and connected like normal. Base station - still no dice

I've combed through different areas and questions which are close to my issue but not quite mine. Currently after resetting the base station again I have the station next to the modem and near the router (3' away) and can't find it. Yet every other sensor except 1 door sensor is on WiFi...

Anyone with any thoughts/solutions?

Accepted Solution

Official Solution

Community Admin

 • 

5.5K Messages

2 years ago

Hi @jaysonlangman ,

First, we should clarify that the sensors all connect to your Base Station via a local RF signal, which is not WiFi. So even if your WiFi was down, your system is still able to function as a local system. The cameras, meanwhile, all connect through WiFi directly, and not through the Base Station at all. It's important to keep that distinction in mind, as it does affect how we troubleshoot.

But with regard to your Base Station having trouble with WiFi after that 4G update: I have seen several Community members having the same trouble, and it was also a member who figured out the solution. I know you mentioned you've already tried a standard Base Station Reset; this is similar, but with an extra step:

  1. Remove the AC adapter from your Base Station.
  2. Unscrew the one screw that's been revealed. Twist the whole bottom panel counter-clockwise and pull away to reveal the battery compartment.
  3. Take out the batteries. This will fully shut down the Base Station.
  4. Leave the batteries out, and the cover still off, and plug the AC adapter back into the Base Station.
  5. Head over to your Keypad and go through the WiFi setup by navigating to Menu > System Settings > WiFi.
  6. Wait for WiFi to be restored, before unplugging your Base Station one more time, putting the batteries back in, and reassembling your Base Station.

But yes, if you've already tried the above, then yes, as the Captain suggests, maybe a Base Station replacement is the next step.

(edited)

2 Messages

@davey_d​ The fix you outlined worked - base station is back on wifi!!!!

Community Admin

 • 

5.5K Messages

@jaysonlangman glad to hear it! Let us know if you have trouble again.

1 Message

@davey_d​  I have a similar issue, except my keypad will not let me enter the menu. I hit menu, enter my master pin and it just resets and asks for pin again. Support has already  sent me a replacement keypad,  believing that was the issue, but upon set up of new keypad, it also will not let me into the menu. 

(edited)

Community Admin

 • 

5.5K Messages

@Mchilders757​ are you sure you're typing in the Master PIN?

I see where the Support team was going with replacing the Keypad - they might have been thinking it was a communication issue. But the symptom you describe could also happen if you type in any PIN that isn't the Master - including incorrect PINs.

OR there might be something more seriously wrong with the Base Station. I would suggest calling our Support team again, in case a Base Station replacement would be helpful.

Captain

 • 

5.9K Messages

2 years ago

@jaysonlangman Suggest you call SS and request a new base with the 4G comm board...after...you at least attempt to troubleshoot with SS support.

(edited)

2 Messages

2 years ago

I installed the 4G module and now my Base Station will not reconnect with my WiFi. I have a 5Ghz Gateway but it also operates on 2.4Ghz and is supposed to select the correct channel for each device. It worked fine before I installed the new module. Now it's not even finding the network at all and when I tried using the network name and password, that didn't work either.

Any suggestions?

Note: This comment was created from a merged conversation originally titled Unable to reconnect to WiFi after 4G module upgrade

Community Admin

 • 

5.5K Messages

Hi @jenkus,

 

Sorry to hear you're having trouble. It sounds like you're having the same issue as those in this thread, so I merged your post here.

 

This post has a step-by-step for rebooting your Base Station (with an extra step) which has worked for many users. 

New to the Community? Get started by reading our Welcome Article and please be sure to review our Community Guidelines before posting.