‎Frozen Base Station; Then lost all devices | SimpliSafe Help Center
 
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Tuesday, May 26th, 2020 9:47 PM

Frozen Base Station; Then lost all devices







Official Solution

Community Admin

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4.3K Messages

2 years ago

danlor.eglrock1,

We should ask. When you noticed that all of your sensors had disappeared, was that on the SimpliSafe app, or on the Keypad itself? If the app, then we don't want to discount the possibility that the app just has the wrong info. Performing a Base Station Reset, and then pressing the Refresh button on the app, should pull the correct info from the Base Station again.

(edited)

Advocate

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2.8K Messages

3 years ago

It's been reported here a few times, situations similar to yours (unable to disarm, stuck in Away mode, app not disarming, and losing devices from the list) - unfortunately, most of those posting here do not post back with how they resolved it, or what tech support did or told the user how to resolve it.  It really is unfortunate and a PITA that users can't be escalated to senior supervisors - it didn't use to be that way, but sometime after the Xmas holiday, apparently, users have to fight tooth and nail to get to speak to a supervisor.

I'm only asking, but is it possible the sitter wasn't entering the correct PIN to disarm?  Or the sequence? (pushing Off, then PIN).  Is it possible something on the keypad was stuck? (this has been reported as well, and sometimes a defective keypad).

I think that any time the base station is unpowered (either intentionally, manually, etc), it reverts to cellular connection and the keypad will prompt you to re-connect to wifi via using the keypad.  I've had to do this countless times if the base was not powered, or via wifi disconnects, or reconnecting after a power outage.

In any event, I would keep trying to get to a supervisor, sometimes you have to be assertive, explain your frustration (as politely as possible) and that issues like this need to be known to supervisors and engineering.  I know this isn't what you wanted to hear, but the rest of us here are in the same boat - sometimes all it takes is a really cool rep on the phone who truly understands the issue or the frustration and will escalate it to a supervisor.

2 Messages

No resolution unfortunately. I know it was not the user error as I tried to disarm remotely though the app and the tech support people were unae to get the base station to respond.

An update on this situation is even worse than the original post unfortunately: the same thing has happened once again, the system is frozen and the keypad is no longer communicating with the base station. The base station will not respond to ketfob or app commands either. I believe either the keypad, base station, or both are needing to be replaced. The fact that this has happened has made me lose confidence in simplisafes credibility and reliability. I will most likely be returning the system for a refund...

Advocate

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2.8K Messages

3 years ago

If you recently bought the system within the last 60 days, you can of course, return for a refund.  If it's past the 60-day return, you might be out of luck.  Btw, the 60 days starts from the date of the order, not when it was shipped or received.

It is quite possible the keypad or the base (or both) need replacements.  And, if you have SS3, you might want to call SS again and ask what module you have in your base station.  Some of the SS3 base stations (and the majority of SS2 base stations), may need a new 4G compatible module (SIM).  Although, I've not heard of systems freezing up due to the older modules, but they will stop responding at some point if your cellular carrier shuts down 2 or 3G.  

Beyond that, if you've already done troubleshooting with SS, I'd ask for keypad AND base station replacements - as you say, your experience does not lend to any confidence in safety.  Keep after them to resolve this.

1 Message

2 years ago

I had the same issue during the last couple of weeks which lead me to this post.

During this issue, I also had a notice that there was a power outage online and on the app even though there wasn't. After resetting all keypads and devices three times in the same number of days, I tried one more option as a last resort. I purchased new NiMH batteries and changed out the ones in the base station. Worked like a charm. Everything has been fine since.

I'm not sure why Simplisafe requests you to contact them if you need new batteries unless it's to make sure you use NiMH replacements, but it's as simple as removing one screw and changing them out.

12 Messages

2 years ago

Here it is a year later and the same thing happened to me (on a brand new system).  Lost all devices.  A lot of devices.  Some I will have to climb on a ladder to reinstall.

Am I hearing that if the batteries in the base go bad, it will also lose everything?  Not good.  There are electronic components call "non-volatile memory"  These little wonders have been available since early computer days.  They make it so you DON'T have to lose everything when batteries fail...

Captain

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5.1K Messages

2 years ago

@danlor.eglrock1  In the past 6 months I too appeared to have lost all my device settings. I did a hard reboot on the base and then refreshed my dashboard. At least in my instance everything was back to normal. Not a big deal. First and last time it occurred over the 3+ years I have used SS3.

12 Messages

Thanks for the info.  I did not try to reboot my base.  And by this I think you mean unscrew the bottom and take the batteries out?  

I did not try this because everything seemed normal after I took the batteries out of the keypad and reinstalled it.  Everything seemed normal, except of course all my devices were gone.  I'll try that next time.  Not great that I would have to do that, but better than having to go all around 3 floors and detached garage to reinstall everything.
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