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mhanna04's profile

Thursday, September 8th, 2022 1:52 PM

Simplisafe base station dropping off of wifi every minute or 2

As the title says I have a simplisafe base station that is dropping its connection about every minute and then reconnecting. Even while the base station is connected it acts like it does not have internet connectivity. Simplisafe has already sent me an RMA unit and the new unit it also behaving in this way. When I connect the base station to a Verizon hotspot it works just fine. I have connected to both a 2.4/5 ghz ssid and a dedicated 2.4 IOT SSID... same behavior on both SSIDS. All firmware is up to date. While viewing the topology I can literally watch it come and go and pings to the base station drop about every minute for a few pings and then come back. PMF is disabled on both SSIDS and I have also tried locking the base station to specific WAP. I have 3 UAP-AC-HD waps. Signal strength shows 100% to the base station. Kind of scratching my head on this one.

14 Messages

1 year ago

Same problem. Started yesterday.

ZERO changes in my environment. The SS base sits about 4 feet from my router with only a 3/4" piece of plywood between them. Been setup this way for two years with no issue.

Seeing countless reports of this issue in this forum. I've also seen comments where people are asking if anything has changed with the cellular carriers in the area. My first response to that would be WT* does the WiFi issue have to do with the cellular service?

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50 Points

1 year ago

Hi @mhanna04 @msstatedawg ,

I'm going to report your issue to our engineering team. But in the meantime, what firmware version are your Base Stations on? You can check via the Keypad by navigating to Menu > System Settings > Diagnostics.

14 Messages

14 Messages

@davey_d​ Also, I unplugged and pulled the batteries for about 5 min to see if that has any effect.

3 Messages

1 year ago

My system has recently started with this behavior.  It's VERY annoying.  Nothing has changed in my environment.  I know my WIFI is working properly because nothing else is experiencing issues.  Has anyone found a reason why this is suddenly occurring and has anyone found a resolution?

Keypad:  

Version: 1.2.16

Loader: 1.0.0

Hardware: 1

Lang: Eng

95 Days 09:48:06

Base Station:

Version: 2.6.4

Loader: 1.0.0

WiFi: 2.11.6

Audio: 1.5.0

(edited)

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@paulbert2​ I do notice that your Base Station is a version behind on firmware, and your Keypad is more than a few versions behind. When was the last time you did a firmware update?

I'm not entirely sure that more recent versions of firmware would solve your issue, but I would still strongly suggest updating. For more info, visit our Help Center here.

3 Messages

Davey, Thanks for the response.  When I check for updates, it tells me "Your system is up to date".  Something else I noticed 'Keypad' still displays the information listed above, 'Base Station' still displays the information listed above.  'WIFI' states "none", 'Internet' states "Down", 'Cell' has a status of "Disconnected". I am sure that I have an internet connection (I'm currently using it to view this site) and am using my WiFi connection.  This issue started on 09/21/22.  Since then, I have received approximately 230 WiFi Lost/WiFi Restored messages.  I use my internet and WiFi all day for work without any issues, so this points to something isolated to the SimpliSafe system.  I'm hoping this additional information will help.  

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@paulbert2​ firmware updates are supported only through WiFi, so your Base Station wouldn't be able to see or receive updates if it's currently disconnected. 

Are you able to try connecting to a different WiFi network? For example, a WiFi hotspot on your phone, if you have that available, or if you could bring your Base Station and Keypad to a different location. I think there might be a compatibility issue, but later firmware updates did include fixes for that so it might resolve it.

If that isn't working correctly, we might need to replace your Base Station with one that has a more recent version. Once you've successfully updated, both your Base Station and Keypad should be up to version 2.8 at least.

3 Messages

Davey, 

  

I was able to connect to wifi again.  I dropped power to base station and pulled batteries.  Left it that way for at least 5 minutes.  I also rebooted my router and connected to wifi.  When I check for updates it's still telling me it's up to date.  The information above is still the same.  I tried another round of dropping power/pulling batteries and still no help.  Should wifi be showing Internet as "reachable" or would it say "connected"?  At this point, I think we should replace the base station, unless you have any other suggestions.   

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@paulbert2​ are you connecting to a different WiFi network than what you had previously? I suspect that there might be a compatibility issue that's preventing that connection from working properly, which is why updates aren't pushing to your Base Station properly.

That's why I suggested connecting to a different WiFi network - either on a phone hotspot, or at another location.

But yes, I agree that a replacement Base Station might be the next step. When you get the chance, please reach out to our Support team at 800-548-9508 and they can put the order in for you!

2 Messages

2 months ago

was having the same problem till I found out that the Roku streamer, that was only 4 feet from the SS3 base, was operating on the same wifi band as the SS3 base station.  A wifi analyzer indicated that the Roku signal was stronger than the router wifi and over powering

the SS3 base.  After changing the Roku wifi to the 5 Ghz band, the problem went away.  The trick is to keep any 2.4Ghz device further away from the SS3 base than your router wifi

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