‎Keypad says it won’t update without Wi-Fi | SimpliSafe Support Home
 
taicletdorie's profile

Friday, August 5th, 2022 7:23 PM

Keypad says it won’t update without Wi-Fi

I am trying to set up a new outdoor camera on my simplisafe system. The app says the keypad needs to be updated before the camera can connect. When I go to the keypad it says it needs to be connected to wifi, even though it already says it’s already connected to wifi in the settings. How do I fix this? 

Official Solution

Community Admin

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5.3K Messages

2 years ago

Hi @taicletdorie ,

Where are you seeing that WiFi is connected? Is it in the Keypad Menu, under System Settings > WiFi?

Some users might not know that WiFi, where the device connects to an access point in your home, is different from the cell connection, where the device connects to cell towers in your neighborhood. The SimpliSafe Base Station can only accept updates through the first one.

Don't forget that if you have trouble, our Support team can help you through the process.

2 Messages

I called the support number and was left hanging without a solution.

Captain

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5.8K Messages

2 years ago

@taicletdorie Suggest you pull the batteries out of the keypad, wait 20 seconds and then put them back in. Keypad will go through rest process, keys flashng and then say connecting to base. Once completed, suggest you then hit menu, enter PIN, and then System, then check for updates. If there are any, follow the instructions. Once completed try to connect your camera.

I am going on the basis your WIFI is indeed up and connected to the internet.  If that fails, call support.

If you get a chance post your outcome here.

2 Messages

I called support and we went through all of the steps in that person's run list. Then she wanted me to wait until the next day (it was nightime) and I was supposed to receive a call from support.  I asked for a ticket number and she told me she would send me an email (she did not).  This was Monday night (11-27-23).  I've been researching and troubleshooting as time allowed, all week long (I have another system) but to no avail.  All of my troubleshooting efforts point to a problem on the base station.  Sometimes the app cannot communicate with it (connects intermittenly and works fine) and the keypad always thinks it needs to be connected to WiFi even though the keypad shows it is connected to WiFi.  Because this is a requirement for connecting all devices, I'm left with a system that doesn't work as advertised or designed.  If this is the way "support" treats all customers, and I'm expected to be treated this way in the future, then I want my money back.  I paid well over one thousand dollars for this system.

Community Admin

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2.7K Messages

@cingram829​ I am sorry to hear about your experience, and please know that we will do everything we can to get your system up and running.

As a first troubleshooting step, I would recommend rebooting your Wi-Fi router by unplugging it for 30-60 seconds and then plug it back in to see if that helps your Base Station and Keypad connect to your network.

If that does not work, I would then make sure that your network aligns with our system requirements, which are highlighted in this Help Center article. If your network does not align with these requirements, it can prevent your Base Station from connecting to Wi-Fi.

I have also sent your case details over to our escalated Support team for additional assistance. One of our Specialists will contact you soon, so keep an ear out for their call!

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