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Saturday, August 1st, 2020 11:18 PM

Off-line Error Message

I have off-line error messages on 5 of my devices.  I have changed out the batteries in all of them and still have the error message.  I can't reach SimpliSafe tech support today.

Official Solution

Community Admin

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5.5K Messages

4 years ago

@mortyking1
Sensor Error messages will pop up on your Keypad whenever specific sensors fail to check in with the Base Station. So you're right that it might be a battery issue, but it can also be an issue with the wireless communication. The Sensors might be too far, or there may be too much physical or wireless interference getting in the way.
Our Support team will be reaching out soon to go through troubleshooting with you.

@babylam2000
Your issue is a bit different. It sounds like your Video Doorbell Pro is having trouble maintaining the connection to our website through your WiFi. Our Support team will be reaching out to troubleshoot with you as well!

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1 Message

4 years ago

I keep getting this messege on my doorbell camera. I have to do a reset everyday in order for it to work. I can't view live feed or and video doesnt record. I check the camera strength and its strong. I would also like to know why they go offline often. I.have emailed customer service twice with no response.

2 Messages

4 years ago

I have a new system, when I check the devices by pushing the button, it says entry sensor, but I have offline message on half of my sensors.  Surely you didn't ship with low batteries, Simplisafe.  Cannot figure out what else it could be.

Community Admin

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531 Messages

4 years ago

Hi @mjl1960,

The first thing we would recommend trying to do is to restart the sensor by removing a reseating the battery. If that does not fix the issue for you, another thing you can try is to unpair and then re-pair the affected sensors to your system. Doing so should clear those error messages for you.

SimpliSafe Social Team
SimpliSafe Home Security

4 Messages

2 years ago

I have whole groups of entry sensors going offline. In the 'devices' web page, I have tried removing and then reinstalling them. The issue is that now, other sensors show as offline. I went through the exercise 2 or 3 times, and every time another sensor or group of sensors is offline. Making the issue worse is the fact that the SAVE button hangs for minutes or longer, and I ended up having to reload the page in the browser. 

So far, I have not been able to resolve this. 

This comment has been converted into a post

11 Messages

2 years ago

I am having the same problem. There seems to be an issue with their new base stations. I have told them about this and I told them if it does not correct the problem I am going to ADT.

4 Messages

2 years ago

I found a solution: The phone support 'specialist' at Simplisafe had recommended that I delete each sensor one by one and then revive it. This is the wrong way to do it. Instead, on the 'Devices' page, click the refresh button right next to the text "Devices Updated dd/mm/yyy". This causes the system to rescan all sensors. Strange, that Simplisafe support people do not know this. 

11 Messages

@wolfhomma​ 

you mean the refresh button on the device settings page? If this is what you mean. I have done that before. It did not help. I have reinstalled all the sensors put in a new base station rebooted the base station with the white button underneath the cap on the base station. Unplugged it and took the batteries out. I also live in a one story small house so range is not an issue. Tech support doesn’t have anymore suggestions. There is a problem with their hardware. A lot of people having the same issues.

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Community Admin

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5.5K Messages

The refresh button on the app asks your Base Station to send the latest update that it has from all sensors. But it might not have the most accurate info, since each sensor only checks in every hour. Removing and re-adding a sensor would also force that sensor to check in immediately.

@harold24915 refreshing won't resolve the issue if the signal isn't able to get from the Sensor to the Base Station at all. From what you've described, it sounds like your problem is extreme interference.

Interference can be caused by dense physical objects literally getting in the way of the signal. That means brick or concrete walls, mesh insulation, heavy appliances, etc. The only solution to that is to move your SimpliSafe components so that there's a more direct path, with fewer obstructions between the sensor and your Base Station.

The other major cause of interference is other wireless signals competing for the same airspace. Since the sensors all use a relatively low frequency, you're looking for simpler devices - especially those you might have added recently; like maybe a remote controlled garage door opener, wireless weather station, etc., or maybe some smart home gadgets like smart plugs or switches.

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9 Messages

My question for all of these discussions of signal problems is "Which signal?"  If an entry sensor is offline (which occurs much too often with SimpliSafe systems), is the signal failure in the cellular signal (which should never be the problem) or the WiFi signal? It would help if all participants would specify which wireless mode they are referring to.

Community Admin

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5.5K Messages

@drtank​ Sensor signals are a different one entirely! Components communicate with the Base Station through local radio. Cell and WiFi are used only in the link between the Base Station and our Monitoring Service.

4 Messages

@davey_d​ That is really reassuring that the signals for the vital alarm system can be easily interfered with. Hence the recommendation to not have the SimpliSafe sign outside your house door, because the would be burglars know how to totally disable the sensors, once they know the type of alarm system. All it takes is a small transmitter tuned to the frequency band of the sensors. 

1 Message

2 years ago

off line error on entry sensor. how do I reset?

9 Messages

2 years ago

I have discovered that the message claiming a loss of signal from entry sensors in my Simplisafe system is a false positive. If the problem door or window in question is opened when the alarm is set, the alarm is always activated, regardless of the connection status of the sensor with the base station. The offline messages have become more of an annoyance than a worry for me.

11 Messages

@drtank​ 

your post is not correct. I had a sensor offline and triggered the sensor and the alarm does not trigger. If your sensor is offline it will not work.

9 Messages

Sorry but my post is correct. All I can report is how the situation works in my home. The "offline" messages have no effect on the triggering of the alarm here, when the windows with the "offline" sensors are opened. Everything continues to work as it should.

5 Messages

2 years ago

posting errors

5 Messages

2 years ago

I'll try again...

I have the same behavior...sensors reporting "offline"...ever since I moved to the newer generation SimpliSafe (SS) system.  Not so much with the previous generation technology.

It randomly happens on entry, smoke and CO2 sensors.

I have tried all the band aid fixes ... move the base, check/replace batteries, swap sensor locations but the problem persists 1-2 times bi-weekly.

If the sensors randomly report to the base, what other sensors might be offline but have not reported yet.  If these offline sensors are triggered, I assume they don't report...that's a major problem and flaw in my home monitoring strategy, leaving me unprotected.

I have 2 locations...

1) Larger home (3 floors, courtyard garage location) is a problem

2) Smaller home (2 floors, attached garage) rarely a problem (knock on wood)

If larger homes are an issue with SS technology, SS needs to provide a booster (like google nest for wifi) to make the system more effective.

I like the inclusion of smoke and CO2 monitoring in addition to entry, plus the wifi connect with the base, but if offline errors randomly render the sensor useless, my system confidence level is low.

The only SS solution seems to be more effective base/sensors, SS provide a booster (like google nest for wifi) or bite the bullet and by a 2nd SS system (or competitor) to compensate for the short comings of one system in a larger home.

How realistically does SS plan to address this problem?

 

11 Messages

@drw2000​ 

  1. I have changed every sensor base station and I’d everything they have suggested. They have a hardware or software issue that has been going on for over 2 years now. The original system you could add and remove sensors remotely and also do firmware updates. This system you cannot. They had me put motion sensors in for a back up and the first time I used them the alarm went off. I even installed them upside down as they suggested. My dog is only 12 pounds and should not have triggered the alarm.Hopefully they will fix their flawed system. Go on the BBB site and they get 1.5 stars out of 5  it they don’t count towards there feedback that is why they are so highly rated. If they don’t get if fixed I’m going to another alarm company. I also own 2 of their systems.

Community Admin

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5.5K Messages

@drw2000​ apologies for missing this post.

You didn't mention exactly how large your home is, but our sensors are able to reach up to ~800ft over open air. In a real-world environment (with physical and wireless interference present), it's possible for that range to be halved, but even that should be plenty for most homes! So there must be something that is causing your sensors to lost their connection.

Since you mention several different sensors having trouble, the first thing they all have in common is the Base Station. So we should troubleshoot that. Of course, we suggest keeping your Base Station in an open area, away from other transmitting electronics. And you'll want to avoid placing it inside a closet, on top of a heavy appliance like a fridge, or metal shelving - as those can all block the signal.

Have you already worked with our Support team on troubleshooting for wireless interference? Some devices communicate in the same frequency as our system, which could confuse and drown out system signals. However, if that were the case, you might also see a "Wireless Interference Detected" warning on the Keypad and app.

And finally, have you tried a replacement Base Station? There might be an issue with that specific hardware - perhaps something was damaged, or a wire was accidentally cut. Our Support team can help with getting you a new one.

Community Admin

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5.5K Messages

Also, I do want to correct @harold24915 's comments to avoid miscommunication. The Original system does technically allow for "remotely adding sensors', but that's because you can just enter any serial number in the app. There was no way for the system to verify that the sensor actually existed, let alone was able to connect successfully.

Also, the Simplisafe Original unfortunately does not have the ability to update firmware. That feature was first introduced with the SimpliSafe Gen 3 (the current generation).

You posted a while ago, so hopefully our Support team has already been able to work with you on getting your system to 100%! If not, let us know.

5 Messages

What makes a sensor DEVICE NOT RESPONDING by itself and magically get DEVICE RESTORED with no interaction ?

There must be a logical reason for this.

Community Admin

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242 Messages

@drw2000​ The sensors periodically check in with the Base Station, even if you are seeing the error "Sensor Not Responding". In this instance, if the error cleared itself out it is likely that the sensors were able to communicate again with the Base Station on their latest check in.

If you do see the error crop back up, please let us know. We'd be happy to dig further into your environment and see why the intermittent issue is persisting. 

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