1 Message
Second time this summer have lost all my devices
Twice in the last couple of months, I go to my keypad, and all my devices have disappeared from my Simplisafe system. I refresh my app on my iPhone - all gone. I restart the basestation and keypad, still nothing. My basestation acts like it is a brand new system. I have to reinstall all my devices. No fun to do.
Any ideas?
Official Solution
davey_d
Community Admin
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5.6K Messages
2 years ago
Hi @acissa ,
Your case is similar to users from this thread. Has there been a recent change to your system, like a firmware upgrade, cell module installation, etc?
And have you already reached out to our Support team at 800-548-9508? We definitely want to get you a new Base Station ASAP.
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captain11
Captain
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6K Messages
2 years ago
@acissa Twice in one month? Suggest you call SS immediately and troubleshoot. Sounds like they will send you a new base but twice in a month would make me a very, very unhappy camper and would want an explanation on the cause and what to prevent it.
Please post your outcome after you call; I am sure many will be interested, including me.
SS This has come up several times, yet from wnat I can see, nothing in the help center. Will request an article but it should be created asap, if it doesn't already exist.
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CdlMbdl
2 Messages
2 years ago
I had the same thing happen to me. I just received my replacement base station but I am unable to add either of my outdoor cameras. They are fully charged according to the battery lights but they will not even turn on so that I can try to re-connect them to the base.
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muttjunky
7 Messages
2 years ago
Same here...after 6 days and countless hours on the phone with SS they are sending a new base station to me.
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clowy101
2 Messages
2 years ago
Just spent 40 minutes on the phone having to rename all of my devices due to 5G upgrade. I am not happy. They are giving me a month’s credit but I believe that is from my problems yesterday updating my system. Very frustrated with SimplySAFE right now. Long-term customer. Dave! Do something to fix this problem! If your system is losing all of the device names, that should be something that can be fixed on your end with storage/cloud.
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mrjacko
1 Message
2 years ago
This just happen to us while on holiday. I check the log each day and suddenly all cameras have gone except the indoor one. And In settings it reports no devices connected. Now home and keypad reports it can’t find the base station.
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jbusche
10 Messages
2 years ago
Tried changing my email--soon retiring. Signing in said my password was incorrect. Tried to reset my password and after multiple attempts and 6 digit codes, all my info has been lost and my account shows no devices, etc. My dashboard shows nothing to monitor. Help.
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