‎System Loses All Settings, Cellular Connection Not Working | SimpliSafe Support Home
 
TastySloth's profile

Saturday, February 5th, 2022 1:39 AM

System Loses All Settings, Cellular Connection Not Working

Hello,

I am a long time Simplisafe customer. A few months ago I upgraded from a Gen1 system to a Gen3. While the install and setup was nice and easy, I have twice had the system experience a total failure for no apparent reason. What happens is that I will come home, and the keypad will say that it is out of range of the base station (it is not, it is 5ft away). If I remove/insert a battery to reset the keypad, it will find the base station and enter the new installation mode. All settings are gone: sensors, PINs, WiFi. Additionally, when I log in to my Simplisafe account, it is unable to connect to the base station. Looking further, it appears that the base station is incapable of communicating with Simplisafe without WiFi, so the cellular connection is broken as well.

The Gen1 system had none of these issues and this is very disappointing.

Please advise.

5 Messages

2 years ago

Just spoke with tech support. They are sending a new base station. Given that the system has been resetting itself every 6 weeks or so, it'll probably be a while until I have any update in here (ideally, I'd never post in here again if the new base works properly!). Anyway, if anyone else has this issue feel free to post and if I check in I can let you know if the issue came up again.

Community Admin

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5.2K Messages

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70 Points

Hi TastySloth,

 

Yes, we've seen this resetting before, and a replacement Base Station usually resolves it. But if it ever happens again, please do report back and I'll forward to our higher-tier Support team to investigate.

5 Messages

2 years ago

New base station arrived today. It connected to the cellular network without much trouble, although I did need to power cycle it a couple of times. Additionally, I found that connection to WiFi took some messing about. The keypad would freeze at the "Searching for WiFi" screen. The only thing that made it proceed past that was to remove a battery and plug it in so that it was ONLY powered by the wall adapter. From there it found the WiFi network, I connected it, then put a battery back in, unplugged the wall power, put the bottom back on, plugged in power. Hopefully no settings disappear in the next month or two.

Community Admin

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5.2K Messages

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70 Points

Thanks for the update! Glad you were able to get the WiFi connected. That sounds like you hit a different issue that was already corrected in Firmware 2.5. So if you haven't already, we suggest updating (through your Keypad, go to Menu > System Settings > Check for Update).

5 Messages

Thanks for the reminder. I had it check for updates shortly after receiving it and it said none were available. Base station info out-of-the-box:

Version: 2.3.10
Loader: 1.0.0
WiFi: 2.10.4
Audio: 1.4.10

Base Station info after re-running the check and installing just now:

Version: 2.5.2
Loader: 1.0.0
WiFi: 2.11.6
Audio: 1.4.10

Re-checking for updates after the 2.5.2 update returned a notice that an update was available with a 25 minute download time. Now an hour later it still says that, so it would seem that either there is no update, or it is not downloading. Is V2.5.2 the current "latest and greatest" or is there in fact another update out?

Thanks again.

(edited)

2 Messages

2 years ago

Had the same problem with my system which was new in November 2021. Received the new base station today and hope to have it stay working for more than 2 months. Had a hard time resetting my smart locks but eventually got them to pair with the new base station.  

5 Messages

Good to know. I found a few threads about what sounded like this exact issue (or substantially similar) from the last year or so. HOPEFULLY the replacement station resolves this. Presumably if it was happening to everyone, it would be all over the forums. Both my original and replacement base stations have production dates of October 2021, so fingers are crossed that it is not an issue with that batch of them.

1 Message

Thinking of trying this system again after having the same issue, around the same time of year last year. Tried 3 separate base stations and they all did the same thing you described. Sent the whole system back out of frustration. My house has great cell service but drops calls all of the time—regardless of the provider. Figured that was the root cause.

Have you had any issues?

Community Admin

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5.2K Messages

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70 Points

@fdc1500​ if you're experiencing the same issue as the original post, then it's not a cell connectivity issue, but a hardware issue. Unfortunately, a replacement Base Station would be the only solution. 

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