‎Incorrect "Power Outage" notification | SimpliSafe Support Home
 
roccoscan's profile

Wednesday, February 15th, 2023 7:28 PM

Incorrect "Power Outage" notification

The past two weeks I have been away I notice when I go into my Alarm System it has it reads “ There is a Power Outage” 

So I called my neighbor and he informed there is no power outage and you outside light is on ( it was evening) and he noticed my inside lights were that are connected to smart switches and hub that turns them on at sunset.

The base station still reads Power Outage for over a week, but everything seems to be working fine including my cameras. The batteries on all the devices are good. I expected the base station internal battery should have gone dead within a few days but that didn’t happen. I’ll be home this week end and would like know if anybody ran into this before. When I get home I will check the plug & outlet.

This post was created from this comment on different post

Community Admin

 • 

2.4K Messages

 • 

10 Points

1 year ago

Hi @roccoscan​, 

Have you tried pulling down on the home screen of the SimpliSafe mobile app? This will gather the latest status from your system and should clear the power outage notification you see. If that does not remove the notification from your app, I would try moving your Base Station and plugging it into another outlet. 

(edited)

2 Messages

1 year ago

I have the same message.  I removed the batteries to reset the system, but the message remains.  I  then replaced all 4 batteries.  The message still remains.  The system works just fine, but my wife and I see: (There is a power outage) (Plug-in base station to avoid service interruption) 

Community Admin

 • 

2.4K Messages

 • 

10 Points

Hi @rogerwatermanjr​, 

Is there a different outlet you can plug your Base Station into? I would try changing its location as a next step.

2 Messages

I've completed all steps,  some multiple times and still can't get this to work.  It's beyond frustrating.  I'll never buy it again.  What a hassle.  I'm paying for monitoring that I can't even use because of this issue. Antiquated pile of junk

Community Admin

 • 

2.4K Messages

 • 

10 Points

@edwardsdna​ I'm sorry that you keep receiving a power outage notification. Since you've tried the above troubleshooting steps to no avail, there may be an issue with your Base Station's power adapter. If you contact our Support team, they can send you a replacement. 

7 Messages

@emily_s​  I too am having this problem but I'm curious why you think this is a hardware issue even with others suddenly complaining about the same issue. Mine started yesterday after I actually had a power outage from about 4 am until about noon but the system never registered being powered by the pole again.  I've also tried other outlets and will try pulling the batteries tonight but with all the comments on the forums with the same complaint, I have little hope it will help. That said, how can you think this is hardware based with so many sudden reports of this problem? Have you even thought this could be a software issue? Especially since you recently pushed out an update and this started shortly after that update! 

8 months ago

I am having the same exact error occurring. Was on the phone with technical support for 30 minutes and everything looks good on their end, and my system works fine, but the app keeps telling me to plug in the base station because there is a power outage. 

Community Admin

 • 

2.4K Messages

 • 

10 Points

@thomaszenter96​ The following steps should clear the power outage notification from the app:

  1. Plug your Base Station into an outlet
  2. Remove the AC adapter from the Base Station and leave it running on battery power for a minimum of 60 seconds until the Keypad says it is running on battery power
  3. Plug the AC adapter back into the Base Station and wait another 60 seconds
  4. After 60 seconds, the power outage notification should clear

1 Message

This solved it for me. Thanks @emily_s!

5 Messages

@emily_s​ While this worked for me too (after doing the base battery pull for 3 minutes to get the clipped audio to work again) it is super troubling that this product has bugs upon bugs upon bugs. Here is my short history. Since getting my new system 1.5 months ago we noticed the keypads were often cycling the lights and/or reconnecting. Often this would happen when arming or disarming. There was a firmware upgrade, so I applied that a couple weeks ago to see if that would solve the problem. But then fairly soon after applying the FW update, the audio messages started being clipped. So I did the power and 3 minute battery pull. And, then the app on android said power outage no matter how many times I pulled down to refresh the status. So, just now I did this pull power wait a minute and plug back in. This resolved that issue. But this is super buggy! I worked in software for decades before retiring and we never had customer product in the field that was this buggy. You should at least provide (at least optionally) a dashboard to help with trouble shooting. It could show various internal diagnostics and information. Possibly even providing customers with better transparency on the problems they are likely to encounter. I honestly wish I had bought a more professional system since I am not comfortable that this system could be left for months at a time and be trusted to work. If you have better information to give customers such as myself better confidence, please share it.

Community Admin

 • 

5.2K Messages

 • 

70 Points

Hi @gary_940df2 ,

The Base Station Reset instructions we provided in this thread is a temporary solution to the voice prompt issue. But the proper fix is in the firmware version 2.14. Is that the firmware version that you're currently updated to?

You can check through the Diagnostics panel, which you can find on your Keypad Menu under System Settings > Diagnostics.

It sounds like your system is also power cycling for some reason, and that's a totally separate thing. If you're still seeing the same symptoms after updating to 2.14, let us know. We might want to replace that Base Station with a new one.

11 Messages

8 months ago

Emily's steps cleared the erroneous message for me as well.

7 months ago

As someone suggested below, I pulled plug for long enough to get system acknowledgment that it was on battery power. After a minute or two plugged back in and incorrect power failure warning went away. Thanks!

1 Message

3 months ago

How did you all get the app to clear the power outage notification? My system works fine but can’t get the app to reset after trying to update multiple times. 

Community Admin

 • 

2.4K Messages

 • 

10 Points

@khall0102​ You can clear out the Power Outage notification from the mobile app by taking the following steps:

  1. Plug your Base Station into an outlet
  2. Remove the AC adapter from the Base Station and leave it running on battery power for a minimum of 60 seconds until the Keypad says it is running on battery power
  3. Plug the AC adapter back into the Base Station and wait another 60 seconds
  4. After 60 seconds, the power outage notification should clear
New to the Community? Get started by reading our Welcome Post.