25 Messages
Can't get updates
I have had SimplySafe for about two years. My system has never received an up date. I have never gotten the gear symbol on any of my three keypads. Whenever I check for updates using the keypad it always says my system is up to date.
I have worked with support on multiple calls to try and figure out why my system will not receive an update. The system has been on WiFi since the day I installed it. Support has sent me two replacement base stations and my system will still not receive updates.
My software versions are:
2.3.1.0 for the base station
1.6.2 for two keypads
1.4.2 for one keypad
Not sure what to do to get this fixed.
Official Response
davey_d
Community Admin
•
5.7K Messages
3 years ago
Hi @rongalla ,
Yes, the first thing to check is that your Base Station is connected to WiFi, since firmware updates are available only through that connection.
But the software versions you posted give us a big clue as to what's going on. The Keypad and Base Station are always updated at the same time, and should have the same major version number. For example, if your Base Station is on 2.7.xx, then all of your Keypads should be on 2.7.xx. It's possible that your system is having trouble pushing the update because of this version mismatch.
I've requested a call from our Specialist team so we can get this figured out for you!
12
micahjbun
1 Message
2 years ago
My base station software says it’s updated on my keypad but when I try to install a camera it keeps telling me that my software needs to be updated.
keypad 2.1.4
base 1.6.8
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thrang
4 Messages
2 years ago
Base 2.5.2 keypads 2.10.6
always says there is an update but it never updates and the foreign tech support is useless
third base station in a year
it is a joke
call me or I’m leaving
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davey_d
Community Admin
•
5.7K Messages
2 years ago
Hi @micahjbun and @thrang ,
Both of you definitely have outdated versions - we're up to 2.10+ already. As I mentioned above, did you check that your Base Station is connected to WiFi? You can find it on your Keypad under Menu > System Settings > WiFI.
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chc
1 Message
1 year ago
This sounds like the same problem I’m having! The app says it needs an update but it never completes the update. The keypad says everything is up to date. WiFi is working and cameras will record, but it wont let me update the locks or base station.
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ovitch
2 Messages
1 year ago
I seem to have the same issue with mine. Firewire update never works.
I am not able to check if there is a mismatch - can't find how on the app...
What do you recommend I do? Do I need to contact support and/or can I troubleshoot locally?
It's very frustrating...
(edited)
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billma
1 Message
6 months ago
Same sort of issue:
Base at: 2.17.0
Keypad at: 2.12.2
Base station is on wifi. "Check for updates" on keypad always says "Unable to check for updates. Please try again later."
Was there a user-accessible way to get the keypad to update? I've already tried taking the keypad batteries out and replacing them after a minute or so.
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kp1nick
2 Messages
6 months ago
I have a similar issue with updates, my keypad is v.2.12.2 and base is 2.14.10,
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mbbissig
1 Message
3 days ago
My base station version is 2.17.0, keypad is 2.13.8. I have tried several times to update the base station - it spends several minutes downloading and then says it can't update. If I try on the keypad it says it is downloading an update, it should take 25 minutes but have tried several times the last few days to update and that also will not update. It is connected to wifi. Please advise.
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