‎SS Wifi Connection - Server Issues? | SimpliSafe Support Home
 
Postman77's profile

Sunday, October 2nd, 2022 1:27 AM

SS Wifi Connection - Server Issues?

Recently saw a notification on my app asking if I wanted to setup a wifi connnection with my base station. I thought it was odd because I'd already done that.

Checking my keypad - it says its not connected to wifi. When I attempted to resetup the wifi, I recieved an error message saying that that it couldn't connect because of an issue with SS servers.

Anyone else seeing this? Just wondering if someone can confirm its an issue on SimplieSafe's end that needs to be resolved. 

Edit: This morning I was able to connect (I think) through the keypad with no issues. However when I try to check for updates, it says "Unable to check for updates, please try again later." 

Edit 2: After resetting the base station, seems like its able to check for updates. Now says my system is up to date. I assume that means wifi is back and my system is communicating with SS servers. Not sure what happened but I suppose I'll just keep an eye on it and see if it happens again. 

Captain

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5.8K Messages

2 years ago

@Postman77 I didn't get any notifications my wifi connection with SS servers dropped, or that my WIFI went out (through Google Home app using my Google WIFI points).  Thanks for posting and will be on the lookout.

Community Admin

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5.3K Messages

2 years ago

Hi @Postman77 ,

We did not have reports of server issues over the weekend. I'm not sure what happened with your system, I'll be reporting this to our app team. In the meantime, if you see the error again, please let us know!

2 Messages

@davey_d​ I have been having the same issue with no success. When it goes to confirm the network ss server say that they has and issue. "There was an issue with our server, please try again later"

3 Messages

2 years ago

I'm having issues with Wifi as well.  When I use the app on my phone, on the overview screen on my phone, I swipe down or "pull down" to check system status.  Then I wait.  Sometimes it processes it and gives an update on system status.  But sometimes it doesn't.  It gives me an error message saying that there is a problem with my wifi connection.  Unfortunately, I can't check my wifi connection at that exact time because I'm at work.  But it frustrates me that I can't get system status when I want it.  Also, I noticed when I first setup my system, the timeline on my app gave all sorts of updates, like, Automatic Test Signal Received or the system was disconnected and reconnected back to wifi.  Now, with this issue, I don't get those messages regularly anymore.  When I go to check the wifi connection at home, I've had to re-enter the Password to my router/modem to get reconnected again, then the app is operating normally again.  But for some reason, I believe the wifi connection is getting disconnected and I'm unable to get system status update from my app.  Is anyone experiencing this issue?

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2 Messages

5 months ago

While trying to set up my new simplisafe SS with starlink I keep getting this message 

“you base station has lost connection with our servers. Please reconnect again”

I have been trying to reconnect multiple times, with the same outcome and same message back. Any advice , thank you in advance 

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2 Messages

While trying to set up my new SS sec system I keep receiving this message back

Something went wrong 
Your base station has lost connection with our servers. Please reconnect later.

Is the device defective? Should I return it? What can I do differently 


I used my Verizon 5G and starlink WIFI without any luck to make starlink communicate with SS 

Captain

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5.8K Messages

@juliogalindo543​ Suggest you reach out to Verizon to confirm how their 5G home gateway handles the step down to 2.4.  I have Verizon home 5G but it is connected to a 4 port switch which, in turn, runs through my Google WIFI mesh. No connection issues as Google automatically tries the 5 band, and then steps down to 2.4 with no user intervention.

Simplisafe, with your extensive device testing in the lab, what did you find? (Yes, leading the technical expert witness here...at least I hope)

2 Messages

5 months ago

I've been getting the same message for days trying to set up my new base. 

Community Admin

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5.3K Messages

@abbiehltrent​ the above posters are reporting an issue last year, which might be unrelated. But have you tried connecting WiFi through your Keypad? Your phone may just be having trouble with the wireless link.

  1. Press the Menu button
  2. Type in your Master PIN
  3. Scroll and select System Settings
  4. Select WiFi > Edit
  5. Select Forget Network
  6. You'll be taken back to the System Settings screen. Select WiFi > Edit again
  7. Your Keypad will search for nearby WiFi networks. Find the correct one and hit Use
  8. Use the number keys to type in the password (e.g. press "2" twice to get a lowercase "a", and five times to get an Uppercase "A". The current character you are typing will be highlighted). WiFi passwords are Case Sensitive, so it's important that you type it in exactly. 
  9. Hit OK.
  10. You'll see "Connected to [your WiFI]" once the process is successful.

(edited)

7 Messages

5 months ago

Has got to be a failure caused by the last update. Mine is doing the same thing and support can’t figure it out. Been troubleshooting for almost 3 hours now. 

Community Admin

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5.3K Messages

@Andyjschreiber​ these users are describing an issue from last year, which might be unrelated because the firmware from back then was several versions ago.

But I do see your other reply in this post, which might be closer to the issue you're having. We can continue troubleshooting there.

2 Messages

4 months ago

I installed my SimpliSafe system on Thursday without any issues. I initially subscribed to the self monitoring plan with the misunderstanding that once I linked SimpliSafe to Google home I would be able to monitor my Google nest cameras on both SimpliSafe and Google. I was mistaken so I called customer service on Friday morning to cancel my self monitoring  plan. A short while later I got kicked out of the SimpliSafe app on my phone. Like others I kept getting the error message that  the base station couldn’t connect to the servers and to try again.

i spent all day yesterday trouble shooting.

i removed and reinserted the batteries on the base station several times.

i deleted the WiFi from my keypad several times and reinstalled it.

i put my phone into airplane mode.

i did a soft reset on my phone.

i reset my WiFi router even though there were no issues with my WiFi.

Im at a loss what else to do and obviously not pleased that I am having issues so soon.

I’m not sure if these issues are related to me canceling my self monitoring plan.

i really want the flexibility of being able to turn the system on and off from my cell phone/ the app.

im concerned now that this will be an on going issue. 
Any other suggestions are appreciated.

Community Admin

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2.6K Messages

@bilkelbj​ I'm sorry to hear about this! It sounds like when you asked to cancel your monitoring plan, the account was canceled instead of being downgraded to our free unmonitored plan. It you connect with our Support team, they'll be able to fix this and get your account subscribed to our free plan.

2 Messages

Thank you for your prompt response. I will contact them.

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