‎Firmware update available - Failed | SimpliSafe Support Home
 
revmartin's profile

Tuesday, March 5th, 2024 1:57 PM

Firmware update available - Failed

My cell (only) continues to show me that there is a Firmware update available, but after 20+ attempts, the updates continuously fail.  I've replaced the batteries in the keypad and unplugged the base as other posts had suggested, but still unable to update.  When I try to update through the keypad, I get the notification "Simpisafe Off" chime, then nothing further.  I've also performed a 'force stop' on my cell app. The notice first appeared on 3/3/2024 - and there are no gear icons on the keypad itself.

Community Admin

 • 

3.4K Messages

8 months ago

Hi @revmartin, 

I just went ahead and pushed the firmware update to your Base Station again. On your Keypad, if you navigate to Menu > enter your Master PIN > System Settings > Check for Updates, you should see that update available. I would recommend trying to update your system through the Keypad to see if that helps.

If this update still does not go through, please contact our Support team for some additional troubleshooting. 

2 Messages

@emily_s​ Hello!  

I tried it through the keypad as directed.  When I go to "Check for Updates", the keypad reads "Your system is up to date".  My app still reads "Firmware update available.  Should I just disregard the app notification?

Thank you.

Community Admin

 • 

3.4K Messages

@revmartin​ Interesting, your Keypad should certainly showing you that there is an update available as well.

I know you mentioned replacing the batteries in your Keypad, but I would recommend power cycling it as well if you haven't already. To do this, remove all 4 batteries from the Keypad and wait 3 minutes. After the 3 minutes are up, insert those batteries back into the Keypad. 

3 Messages

I’m having the exact same problem. Tried power cycling, unplugging base station, upgrading firmware both from the keypad as well as the app and the firmware updates keep appearing. When I check the status in settings it says the system is up to date…and then the update firmware messages keep appearing both in the app and on the keypad. Really annoying and worse I don’t have any idea if anything’s been updated. 

2 Messages

I’m having the same exact issue. Are there any fixes at all?

1 Message

I am also having this issue.  It would be helpful if the "update failed" message included additional troubleshooting information. 

1 Message

5 months ago

I am having the same issues.  Update continues to fail.  Is there a known solution for this issue yet?

2 Messages

I still haven’t gotten any solution from online searches or tech support.

Community Admin

 • 

3.4K Messages

@Toddmajernik1​ and @HOKU8 -

Do you receive any error message on the Keypad when trying to download the firmware update? If you haven't already, I would recommend resetting your Base Stations and then try applying the update again. To reset the Base Station, take 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, you will hear the Base Station say, “Welcome to SimpliSafe"

After the Base Station has been reset, try using the Keypad or SimpliSafe mobile app again to download the firmware. 

1 Message

5 months ago

same issue now for almost 3 months cant update my firmware regardless of how I try to do it.

Community Admin

 • 

3.4K Messages

@soreno52​ Just to confirm, is your Base Station connected to Wi-Fi? The Base Station does require a Wi-Fi connection in order to update, so I would first check to ensure it is connected. 

If the Base Station is connected to Wi-Fi, have you tried resetting it? This can help to push the update to your system. To reset the Base Station:

  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, you will hear the Base Station say, “Welcome to SimpliSafe"

After the Base Station has been reset, try using the Keypad or SimpliSafe mobile app again to download the firmware. But if a reset doesn't help, I would recommend contacting our Support team for additional assistance.

1 Message

4 months ago

I too attempted multiple times do update the firmware by using the simplisafe smart phone app only to have it fail.  Then I attempted to do it through the key pad.  Everything went as expected until the "download" step indicated it had been completed.  The keypad then displayed for the next hour that it was "installing."  Finally I took one battery out of the key pad and after a minute reinstalled it.  After rebooting, the keypad told me the firmware update was successfully installed.  The system now seems to be functioning normally with no icon showing that an update is waiting.

1 Message

2 months ago

I’m also having an issue.. any update? 

1.3K Messages

@taylorpatin18​ I tried 5 times yesterday, one cause was my patience.

What I found or think I found helpful, was I cleared the app cache, had already removed the base battery game thing a day or two ago.

Anyhow, cleaned phone app cache, removed battery in the keypad just for fun, rebooted phone, and kept trying. After 5 tries it finally updated. YMMV.

Don't remember if I rebooted my router but I may have. Updates are a real treat and a pain in the kiester. Works for some I suppose. Very finiky. 

Community Admin

 • 

5.7K Messages

@taylorpatin18​ apologies for the trouble you've had with trying to update. Did you use the SimpliSafe app, or the Keypad? If neither are going through, you might want to double-check that your Base Station is connected to WiFi by navigating on the Keypad:

  1. Press Menu
  2. Type in your PIN
  3. Select System Settings
  4. Scroll all the way down to Diagnostics
  5. Scroll right to WiFi

If you see the status Internet: Reachable, that means the WiFi connection is working properly, and there might be another issue we'd need to look into. Our Support team can look into your account to investigate.

1 Message

2 months ago

Same issue, new system just arrived today only have base station up right now and continually fails firmware update during the initial setup process. 

1 Message

2 months ago

Been having this same firmware update problem. I’m seriously considering junking this SimpliSafe system for a Ring system since they can’t seem to fix it.

Community Admin

 • 

3.4K Messages

@trace​ If you haven't tried this already, I would recommend resetting the 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, you will hear the Base Station say, “Welcome to SimpliSafe"

And are you using the Keypad or the SimpliSafe mobile app to update your system? If you are using the Keypad, I would recommend trying the SimpliSafe mobile app and vice versa. 

3 Messages

2 months ago

I have tried all the suggested things the past few days to get the latest update installed to the base. All attempts failed. The only thing left to try was unplug the base, remove the screw on the bottom, and remove the batteries for a few minutes.

Once the batteries were back in and the base plugged in, the update installed quickly and without issue.

3 Messages

2 months ago

Same as everyone else. Exact same. This is really frustrating. This is supposed to be a security system, updates are critical, this extended failure is not okay

2 months ago

Same as everyone else. failure across the board. Is anyone even working at Simplisafe or are they all "WFH" these days? Updates have been failing to install on our system for more than a year now. What a joke.

Community Admin

 • 

5.7K Messages

2 months ago

@frustratedalways and @bananaferret ,

Thanks for checking in. Just to make sure, have either of you already tried troubleshooting steps we've discussed in this thread?

  • Make sure that your Base Station is still connected to WiFi (since updates are only supported through that connection)
  • Follow the instructions that Emily mentioned above for a Base Station reset, to reboot and refresh the connections
  • If you're trying to update through the SimpliSafe app, it might help to use the Keypad instead

Assuming that the above have already been attempted, the next step is to contact our Support team. There are a couple of things we can try on our end using remote tools. But we might also need to just replace the Base Station entirely.

3 Messages

@davey_d​ As noted above, I immediately had a successful update after unplugging, removing the batteries, waiting a few minutes, and restoring power. This after many failed attempts even trying everything else.

@davey_d​ 

  • definitely connected. I can manipulate the system offsite.
  • have done this multiple times. 
  • neither app nor either of the two keypads we have will do it.

At this point I just accept this system is not update able and hope that whatever software it’s currently running on holds out long term. Either way, this is something electronics have been able to automatically do for years now. Shouldn’t have to bend over backwards to make a software update take. 

3 Messages

@frustratedalways​ Have you tried removing power and battery (one phillips screw on bottom) for a couple minutes? Just curious if that working for me was a fluke or real fix.

Community Admin

 • 

5.7K Messages

@frustratedalways​ the only other thing I would suggest is to try a different WiFi network - for example connecting your Base Station to a hotspot on your phone.

If that doesn't work, I strongly suggest contacting our Support team for a replacement Base Station.

In newer versions of firmware, we added the ability for the system to automatically download new updates automatically. But of course, installing the hardware temporarily disables your system. So for now, we require user input in order to actually install.

5 Messages

26 days ago

I too am having this issue. Go to install the 25 minute update from the keypad and it just chimes “alarm off” and doesn’t do anything. Resetting the base station and the key pad at the same time for a minimum of 3 minutes did nothing.

5 Messages

@wingsfan1913​ looks like updates are now applied.

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