
Gen 3 SimpliSafe
So you have your system installed, and have questions about using it, or need any help with troubleshooting? You can find an answer here.
Frozen Base Station; Then lost all devices
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2 years ago
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Official Solution
davey_d
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)
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coltmaster1
Advocate
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2.8K Messages
3 years ago
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.
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coltmaster1
Advocate
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2.8K Messages
3 years ago
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.
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trish1225
1 Message
2 years ago
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.
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danloreglrock1
12 Messages
2 years ago
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...
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captain11
Captain
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5.1K Messages
2 years ago
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