‎Smoke Detector False Alarms and False "System Disarmed by Keypad Master PIN" Messages | SimpliSafe Support Home
 
ceglia's profile

Tuesday, October 4th, 2022 2:34 AM

Smoke Detector False Alarms and False "System Disarmed by Keypad Master PIN" Messages

A few strange things happened today.

It began at 6:42am when the hallway smoke detector went off.  There was no smoke, no fire, no dust, nothing.  I turned off the alarm, SimpliSafe called, I explained it was a false alarm, and went on with my day a bit annoyed.  I had heard of these false alarms, but this was the first time it had happened to me since installing the smoke detectors 2 months ago.

At 12:16pm, I got an alert telling me my "System Disarmed: Your SimpliSafe security system was disarmed by Keypad Master Pin".  But the system was not armed, and no one had disarmed it.  Weird, but I figured it was just some strange malfunction.

Then at 5:15pm, the same hallway smoke detector went off again.  And almost immediately after that, the burglar alarm was triggered.  Again, no smoke, no fire, no dust, nothing.  SimpliSafe called, I explained it was a false alarm, and turned off the alarm.  Now I was really annoyed.

From what I understand, when the fire alarm goes off, the system is automatically armed.  This is apparently by design, but it just created a ton of chaos in my house since I have sensors everywhere.  Everything was being triggered as we were scrambling to turn off the alarm.  I spoke with customer service, who asked me to pull down the smoke detector and inspect it for dust.  I did, there was nothing, so they will be sending me a new one.  That smoke detector is now disconnected and removed from my system.

Customer Service could not confirm that the burglar alarm automatically arms itself if the fire alarm goes off, but I read elsewhere in this forum that that is what happens.  Could someone please confirm this?

Then at around 7:20pm, I got another false "System Disarmed: Your SimpliSafe security system was disarmed by Keypad Master Pin" message.  Again, system was not armed, and no one disarmed it using the keypad.

What is going on with my system??  I was poking around the forums, and I noticed that other folks who had false fire alarms also had false messages about their system being disarmed via keypad.  Is there a connection between these two issues??

Community Admin

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5.5K Messages

2 years ago

Hi @ceglia ,

It just so happens that a member of our engineering team spotted your thread on Reddit, and we were already looking to getting in touch with you. Please keep an ear out; someone from our team may give you a call soon.

13 Messages

@davey_d​ thanks.  how will they contact me?  email?  phone?

2 Messages

I have the same problem as the Op. Anything we can do @simplisafe 

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2 Messages

1 year ago

I have the same problem as the Op. Anything we can do @simplisafe 

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Community Admin

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5.5K Messages

If you're seeing anything like the OP, then your case would require deeper investigation from our Support team - including looking into your account and checking system status. Have you already been working with us?

2 Messages

3 months ago

@ceglia @davey_d  I had this happen yesterday and of course feel freaked out. I’ve had my system for 5 years and have never had this happen. Was there a resolution? I’ve called tech support but got nothing really. 

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@arsullivan920​ unfortunately i don't entirely remember how this was resolved.  i know i disconnected the smoke detector, and i was sent a new one.  after installing that new one, i have had no false alarms, and no mysterious system disarmed messages.  my guess is the smoke detector started failing, triggering false alarms, and the system disarmed messages that followed a few hours later were related to those failures.  there were two false alarms, and two mysterious disarm messages that followed, and nothing since replacing the smoke detector, so they have to be related.

did you also have a smoke detector go off?  was it a false alarm?

13 Messages

@arsullivan920​ here's another thread discussing the same issue.  https://support.simplisafe.com/conversations/gen-3-simplisafe/system-disarmed-master-pin-via-keypad-but-no-one-entered-pin/625f5c0a5929ed7176f2c06e?commentId=653dea3c58bb4c5e6dadb8bf

2 Messages

Thanks! I appreciate this so much @ceglia . I did have the false fire alarm go off so maybe after five years it’s starting to fail orrrr who knows. I am grateful to know I’m not alone, as support couldn’t give me any info. 

Community Admin

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2.9K Messages

@arsullivan920​ When you got that false alarm, did you use your Keypad to disarm your system? And if so, do you see that on your timeline? This could have been a communication issue where that log showed up later on your timeline than it should have. 

But also, was your system already in that state when you got that notification? Our engineering team is working on resolving an issue where the Base Station reannounces its current armed state, which also sends a notification and event log in your timeline. I wonder if that is what you could have experienced as well?

Either way, I have escalated your case to our Specialist team. A senior agent will call you soon to help, so keep an ear out for their call!

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