‎Unable to sync base station and keypad during setup | SimpliSafe Support Home
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darrenotrotman

1 Message

Thursday, June 4th, 2020 10:53 AM

Unable to sync base station and keypad during setup

I am using the new SimpliSafe system and right out of the box the keypad and base station are not syncing. I keep getting an error saying "Keypad" not connected. Press any key to reconnect to the base station."

I do this and the same message loops again,

Post

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Updated 

2 months ago

14.2K

13

Official Solution

simplisafe_admin

Community Admin

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535 Messages

4 years ago

While the Keypad should have come already paired with your All-New SimpliSafe system, we should be able to get it paired to your base station using the Emergency Pairing Button located on the bottom of the Base Station. To do so, follow these instructions:

  1. Unplug the Base Station.
  2. Remove the battery cover.
  3. On the opposite side from where the screw was, you should see a small button. This is the Emergency Pairing Button.
  4. Remove and replace one battery in the keypad. It should then say "Searching for Base Station".
  5. Press and release the Emergency Pairing Button on the Base Station.


At this point, your Base Station should have announced, "Keypad added! Now choose a name." and you should be able to proceed with the installation of your new system.

SimpliSafe Social Team
SimpliSafe Home Security

(edited)

1

jimbeaudoin37

3 Messages

tried this still not pairing

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2 months ago

0

coltmaster1

2.8K Messages

4 years ago

Try taking batteries out of keypad, then re-inserting them.  You can also try rebooting the base station.  If this doesn't resolve the issue, call SS for assistance.

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greeceusa

1 Message

i unplugged my base station for 3 full days that allowed it to reboot and when plug it in i had both my keypads next to it and it worked fine

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3 years ago

0

alanpmarconi

1 Message

4 years ago

Getting same issue

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emilynakasone

2 Messages

4 years ago

I called customer service about this, and was told to unscrew the bottom off the base station, there is a reset button there, press it, and make sure you have your keypad close by.  It should sync.  It worked for me...now I have more problems with setup.  yay.

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david_974533

13 Messages

4 years ago

In that case pressing the button will allow it to pair with the next keypad device.  Normally you need a working keypad to do so.  That button can do a full reset if you hold it for some amount of time when applying power, but you don't normally want to do this.

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rocky327

2 Messages

4 years ago

I have the same issue. My base station has no screws on the bottom?

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sevensiamesecats

2.2K Messages

4 years ago

Pull out the plug from the power supply.  The screw is under there.

2

tpascuzzi

1 Message

@sevensiamesecats​ - thank you for this very critical instruction!!! After removing the plug, I found the referenced screw and Never would have with just Simplisafe’s instruction that failed to mention you must remove the plug first. 

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2 years ago

0

davey_d

Community Admin

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5.6K Messages

@tpascuzzi​ thanks for the feedback. Unplugging should actually be step #1 in our instructions!

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2 years ago

0

awbarber93

1 Message

4 years ago

Darrenotrotman did you figure this out? Just opened the box and mine is having the same problem.

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dgerman01

1 Message

4 years ago

RECEIVED A NEW BASE TODAY IN THE MAIL TO REPLACE MY OLD BASE.   CAN NOT GET IT TO CONNECT TO THE KEYPAD, SAYS "KEYPAD NOT CONNECTED"

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simplisafe_admin

Community Admin

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535 Messages

4 years ago

Hi @dgerman01,

I'm sorry to hear about the issues that you've been having. While most replacement base stations should be ready to work out of the box, a rare few may need to have the Keypad (and possibly other sensors as well) paired to the base station first. For our customers with an active monitoring plan, this can easily be done through your SimpliSafe.com account. For those without monitoring, the Keypad can first be paired using the Emergency pairing button on the bottom of the base station using instructions found here under If you do not own a second keypad. If you have monitoring please follow these steps:

  2. Log in to your SimpliSafe.com account on the web.
  3. In the menu on the left side of the screen select Devices.
  4. Click on the green add or name device button near the top right of the screen.
  5. Once the pop-up loads, you should now be able to pair your Keypad as well as any other devices to your system.

For those of you who have received a new base station, make sure to update the base station serial number in your online account first using the included instructions.

SimpliSafe Social Team
SimpliSafe Home Security

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parklaw

1 Message

4 years ago

I've tried all of the instruction above. And this one.

https://support.simplisafe.com/hc/en-us/articles/360029478612-Keypad-Out-of-Range-All-New-SimpliSafe-

Still not working.

What do I do now?

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simplisafe_admin

Community Admin

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535 Messages

4 years ago

Hi @parklaw,

If you have tried all of the steps listed previously, it's probably best to give our Support Team a call. They can be reached at 1-800-297-1605 and are open from 8 AM to Midnight ET, 7 days a week. They'll be more than happy to help!

SimpliSafe Social Team
SimpliSafe Home Security

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albertogg0921

1 Message

4 years ago

The base and Keypad right out the box and they can't sync together.

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