‎can't connect app to base station | SimpliSafe Support Home
 
bmcgoni's profile

Saturday, October 29th, 2022 1:37 PM

can't connect app to base station

My phone app won't connect to the base station.  I spend 90+ minutes on the phone with SimpliSafe and they had me try removing batteries, restarting base, app & keypad.  Nothing worked.  I even tried all this with a second set of equipment (that FedX incorrectly delivered to my neighbor).  Any clues on how to rectify this?  If not, all equipment is going back to SS on Monday.  Thank you!

1 Message

2 years ago

As really sucks from a service standpoint

NOTHING is simple

2 Messages

2 years ago

I called SS again today and we figured out the problem in 10 minutes.  SS cannot use 5G WiFi.  Maybe they should put that in the instructions, on the boxes, and when you order the system.  Anyway, it's working now!

Community Admin

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71 Messages

Hi bmcgoni,

 

It is true that our system connects to a 2.4GHz Wi-Fi network. We appreciate your feedback in making that clearer at time of purchase and will pass that message along to the team! 

@bmcgoni​ how did you get this working? We took out the battery and it still won’t connect to the app. 

Community Admin

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2.9K Messages

@ethanmeganlinnemeyer, have you tried removing the app from your device and re-downloading it? 

@harriet_c​ Please explain how one fixes that issue if it is the problem.

Community Admin

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5.5K Messages

@michaeljamesmichaelmurphy​ it's very dependent on what your WiFi setup is like.

For example, sometimes you could have two separate WiFi networks already setup for each band. They would be labeled "2.4GHz" and "5GHz" or something similar.

But most of the time, both bands are broadcasting under the same name, so you would only see one WiFi network.

What we would recommend is that you set up a secondary or Guest WiFi network, that is separate from your main one (so your other devices that are already connected, aren't affected). You can set that up to be 2.4GHz only, with WPA2 encryption for best compatibility. Please consult your WiFi router's manufacturer or your internet service provider for how to set that up.

1 Message

1 year ago

My App won't connect to the Base either, it is listed as 2.4G/5G. Can you provide instructions on how to get the app to connect?

Community Admin

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2.9K Messages

Hi @cableman,

We recommend connecting your Base Station to your WiFi using your Keypad. Let us know if that works for you!​ 

1 Message

1 year ago

Our App is prompting us to set up a new system although my phone receives the banner alerts and opens the camera, my base beeps when my doors open etc but my app is not working. This is the case for myself and my husband and we've restarted our phones also. TIA! 

Community Admin

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2.9K Messages

Hi @dmkunkelman​,  

We apologize for this inconvenience. Our engineers encountered an issue yesterday that affected users’ access to their accounts via the app. However, this server issue has been fixed. If you and your husband are both still having trouble seeing your account today, you might be experiencing a different issue. If so, we recommend giving our Support team a call at 800-548-9508.

1 Message

1 year ago

Two days… The app is not connecting with Android or iOS. Pulled batteries in base and keypad. Uninstalled and reinstalled the app. No connection with the app…. Turned off the 5ghz on my router so only 2.4ghz was on. Forgot and reinstalled WiFi on keypad. 
The base and keypad talk to each other. The sensors all talk to the base. No idea what to do next to get the apps to work.

System updates today.

Keypad version 2.10.6 loader 1.0.0 Hardware 1

Base version 2.10.14 WiFi 2.11.6 Audio 1.6.0

WiFi RSSI -42db

Cell RSSI -61db

Router shows device connected on 2.4ghz band

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1 year ago

App won’t connect to the base for me either. Keypad and base connect fine. Both my iPhone and iPod are using Wi-Fi. I’ve installed, uninstalled and reinstalled on both devices and still having issues.

Community Admin

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5.5K Messages

@dianewishart16​ I looked into your account and I see you were able to get in touch with our Support team already over the weekend. Did you still need assistance on this issue?

1 year ago

App won’t connect to the base for me either. Keypad and base connect fine. Both my iPhone and iPad are using Wi-Fi. I’ve installed, uninstalled and reinstalled on my iPhone and am still having issues: it fails at the PIN and keeps telling me to put in the PIN, which is on the base station as both master and user PIN, and I can get into the Base Station using the PIN.

Update, now in the process of trying to reset things I have lost the WiFi on the keypad and it cannot find it, even though everything else see it, and won't accept the login by hand.

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Community Admin

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5.5K Messages

@michaeljamesmichaelmurphy​ at that stage of your setup, the app is trying to connect to your Base Station through the Base Station's WiFi. So if you're having trouble, make sure that the Base Station is still connected to WiFi. You can check by going to your Keypad and navigating to: Menu > System Settings > WiFi.

If the Base Station is already connected to WiFi, then there might be something blocking the connection. We might need to do further troubleshooting then.

I have lost the WiFi on the keypad and it cannot find it, even though everything else see it, and won't accept the wireless data entry when entered by keyboard.  "No Networks Found"...when sitting next to the router.

The Keypad is finding the two smoke detectors in the house, with one just added the other day, and it is listing itself on the Devices list on the keypad menu.

Keypad Serial # 0164e9f3

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1 Message

Your app su 😂 ks 😭

9 Messages

5 months ago

App also not connecting to the base station for me. Seems to be a common problem!

Was able to setup all the devices through the keypad, but if the app can't talk to the base station, then the cameras are useless and I may as well return the whole system.

Have a separate 2.4 GHz, WPA2 WiFi router just for this system. Phone and laptops can connect to it just fine and browse the internet, but the app can't seem to connect to it no matter how many times I reset things, etc (all the recommendations). It originally connected to the WiFi, but then failed on the "securing connection" step and has not been able to reconnect since.

I'll be contacting technical support tomorrow, but I as used to deal with Networks for a living, I am not hopeful they will have any solutions.

So much for the "Simpli" part of SimpliSafe...

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