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Thursday, June 4th, 2020 11:27 AM

System totally dead!

So I got up this morning and in the dark noticed suddenly my base station blue light is on - odd, because i have it set to off.  Got into the app, found it turned on (?), so I turned it off...base didn't respond.  Unplugged the base, plugged back in, light still on.  Tried that again, light finally went off, but then I ALSO noticed my ARMED SYSTEM (as shown in the timeline/log) had somehow turned itself OFF overnight!!   WHAT?!  So I attempted to use the app, the keychain, the keypad to re-arm - Nope.  Tried removing batteries from the base station, plugging back in - Nope.  Tried REPLACING the batteries in the base station.  Nope.  Entire system is dead - cannot arm it, and icing on the cake -- under Devices my app now says I HAVE NONE!

WHAT THE HOLY ?!#*%$#

So let me get this straight:  My system DIED, turned itself OFF, and will not allow me to re-arm it.  All without even the FIRST NOTICE to me via phone or text or anything.  Again, what the HELL?!   Simplisafe, this is completely unacceptable!!!    Normally I'd be going to work today (if not for pandemic) which means my house would be completely unprotected AND I wouldn't have a CLUE that the system had just died and turned itself off!!!  What?!?!?!?

Community Admin

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5.3K Messages

3 years ago

@cayenne3922

You might have spotted the other threads, but there was a known server issue that affected both cameras and the app late last night. Luckily, Monitoring Service was not affected, and our engineers were able to get the issue cleared in the early hours of this morning.

You shouldn't be seeing any further issues right now. But if your cameras are still acting up, you can try a power cycle (no need to reset!). And if that doesn't work, or if you're still having trouble with anything else, please call our team at 800-548-9548 and we'll troubleshoot.

(edited)

1 Message

2 years ago

This has happened to me several times without warning- and as a single woman living alone it’s terrifying.  I am on my second base station and keypad, thought all was well…4 weeks later here we are again. I’m googling everything to try to figure out how to fix this- I am beyond frustrated at the unreliability… 

Community Admin

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5.3K Messages

@Md18​ sorry to hear about this. How exactly do the symptoms for your system match what the original poster described? The more info we have, the easier it will be to pin down the issue. It's concerning, though, l that you're saying this is the second Base Station with the same symptoms. That might point to an environmental issue we would need to look into.

In the meantime, the original poster's Base Station seemed to have been locked up, and the solution would be a Base Station reset - a full power cycle that includes removing the batteries. Here's how:

And then we should follow that up with a Firmware Update, to make sure that the software in the Base Station is fully up-to-date.
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