‎Wifi not reconnecting... | SimpliSafe Support Home
 
vargasroquecorrea's profile

Tuesday, March 14th, 2023 11:59 PM

Wifi not reconnecting...

I am not sure but ever since the new update my system did, the wifi network never recconects to it anymre, and when I do, it disconnects from the network within a few hours, has anyone had this issue?

things I have done:

Rebooted wifi router countless of times

System is about 4-6 feet from main router and about 3 feet from wifi system extender

Not to many things are connected to the wifi system

All of this weird connectivity issues began after the update, never had an issue before then.

Accepted Solution

1 Message

1 year ago

So incredibly aggravating.  Worked for 5 years and now it will not connect to wifi after update.  The base is sitting right next to the wireless router.  Makes no sense.  I have 31 devices setup and don't want to reset and loose all those connections.  

Community Admin

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5.5K Messages

@madgoose2k​ thanks for reporting.

What we call a "reset" of the Base Station shouldn't affect your settings and paired sensors. It's just a reboot, just like with a computer - all that info should still be saved in the Base Station's memory.

We would definitely suggest a reset for this situation. But if that doesn't work, let us know!

8 Messages

@madgoose2k​ to get this connected if you change your network or make changes by adding a ranger extender to get the base working again is like getting blood out of a stone and I am a Network Engineer so I know what I am doing. I changed my range extenders today to get the base to recognise the old network is no longer available it still thinks it's connected to the old extenders and it will not connect to the new network. It should be straightforward but not with SS.

2 Messages

Hi @hefeydd_ 

Sorry you had issues getting your Base Station onto a new / different network. Can you try these steps which are known to help overcome the issue you are facing: 

  • Forget the WiFi network through the Keypad. 
  • Remove a battery from the Keypad for 3 minutes. 
  • Power Cycle the Base station at the same time. *(See additional steps below to do this) 
  • After the 3 minutes have passed, power your Keypad and Base Station back up. 
  • You should search for WiFi through the Keypad now and be able to connect to your preferred Network. 

*Steps to power cycle the Base Station: 

  1. Unplug the power cord from the Base Station
  2. Use a Phillips Head screwdriver to remove the screw below the plug
  3. Remove the bottom cover and remove one battery from the Base Station
  4. Wait 30 seconds
  5. Reassemble the Base Station by inserting the battery, cover, and power cord


This will reset the WiFi card. Let me know if you are successful in connecting. 

1 Message

I tried multiple times following these instructions without success.  I chatted with support and they had a slight but important variation that worked.  after waiting 3 minutes with the base station offline, instead of putting a battery back in they said to plug in the power cord (step 5).  Once I did this, I could see the wifi networks from both the keypad and mobile app.  I was able to connect to a 2.4ghx only network set up for this purpose.  Glad I finally got it figured out.  now, updating the firmware as it's been off wifi for a while.  (That's a catch22 by the way as you need to be on wifi to update the firmware as was suggested in a latter thread.)

1 Message

@savgeecommunity​ this worked for us thank you for posting this! We were about 24 hrs from throwing it in the river. All we did was change our router. It’s pretty ridiculous that SS hasn’t had a fix for this yet. Stay strong everyone lol

Community Admin

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2.8K Messages

1 year ago

Hi @vargasroquecorrea, 

I recommend resetting your Base Station to see if that helps keep your Wi-Fi from disconnecting. To do so:

  1. Unplug the power cord from the Base Station
  2. Use a Phillips Head screwdriver to remove the screw below the plug
  3. Remove the bottom cover and remove one battery from the Base Station
  4. Wait 30 seconds
  5. Reassemble the Base Station by inserting the battery, cover, and power cord

Please let me know if that helps for you or not!

@emily_s​ this actually worked!!!

1 Message

Running into the sane problem. Gonna try it out

(edited)

2 Messages

I am having the same issue and resetting the base station has not helped!

I started having this issue recently .. It was working fine 3 days ago!

2 Messages

@rahulnc​ the error I get is "something went wrong with our servers. Please try again"

This reply has been converted into a comment

2 Messages

7 months ago

@rahulnc​ the error I get is "something went wrong with our servers. Please try again"

This comment was created from this reply

Community Admin

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2.8K Messages

@rahulnc​ When do you see this error message on the SimpliSafe mobile app? Is it when you try to reconnect your Base Station to Wi-Fi while using the app, or whenever you try to access it at all?

I would also recommend checking your Keypad to see if it shows your Wi-Fi network is connected. You can do this by navigating to Menu > System Settings > WiFi. If it doesn't show your network, you can re-connect it there.

This worked for me, too.  Thanks for the advice.

1 Message

@emily_s​ Thanks... couldn't get the wifi to reconnect for days through the app. Tried doing it through the keypad and it worked tight away! Awesome!

1 Message

6 months ago

Same issue… all of a sudden our base station stopped working, and it cannot find our internet. Now our cameras and the entire system is offline. I have done every possible reboot per your customer service. I have called our internet provider. All other devices in our home are connected to the internet like normal.

I have jumped through hoops for SimpliSafe. I have wasted hours on the phone and in a chat. It’s clearly an issue with the equipment. I keep asking to swap the base station, but the customer service has been horrendous. I’m so disappointed.

@kabyrne4​ their system "updates" are horrible and many times these hardware "updates" disconnect all the sensors from the base or meas woth the wifi reconnectivity and all they say is you got to disconnect them all and reconnect them back to the base station, like we have the time to do this, every time they push an update to the base station. I'm sorry they canr help with this issue. Did you remove the batteries from the bottom of the base station and put them back in after 30 seconds? That's how I fixed my issue. 

Community Admin

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2.8K Messages

@kabyrne4​ I'm very sorry to hear about your experience. I know you have already tried resetting your Base Station, but have you tried reconnecting it to Wi-Fi using the SimpliSafe mobile app? If you haven't already, you can do this by navigating to Menu > My System > General Settings > WiFi Network. From there, you can try to reconnect your Base Station. 

We also recommend setting up a guest network locked at 2.4GHz and connect only your SimpliSafe devices to it to. 

3 Messages

I am also having issues connecting to my wifi. After the last update, everything broke.

@emily_s​ I had been having the same issue and when I went to go look at the Wifi settings on the keypad they were gone.  I believe a recent update deleted it somehow.  Selected my Wifi SSID and entered the password/key and it’s connected again.   Thank you!  You may want to let the SimpliSafe developers know about this.  

(edited)

3 Messages

6 months ago

I just removed the batteries from my base station and that didn't help at all. Totally busted base station.

3 Messages

6 months ago

Why hasn't there been any productive responses from the Simplisafe team or the developers? This is a critical issue. Ever since firmware 2.14.2, the base station doesn't even show any wifi networks around, and I'm in an apartment. Definitely not how my router works because that hasn't changed since I got my base station years ago. We need answers and more responsive developers, or else you're going to lose customers

Community Admin

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5.5K Messages

@helios2k6​ this thread is a little confusing because there could be several completely different issues going on.

For your case: We haven't heard of a widespread issue with WiFi stemming from update 2.14, but we'll investigate. In the meantime, have you already tried starting over - by setting up a secondary WiFi network locked to 2.4GHz with WPA2 security?

If your Base Station is straight up not able to find Wifi at all, something might have broken in the WiFi module. Perhaps the next step is for our Support team to send you a replacement!

1 Message

6 months ago

Yeah...so for the past 3 or 4 months, whenever my base would lose Wi-fi, I would always get that error message that something was wrong on the SimpliSafe servers when I'd try to reconnect through the app. Every now and then I'd get a very random alert that the base had regained Wi-fi connection on its own. I'd always know when Wi-fi wasn't connected because the voice alert from the base always cuts off mid-phrase when it's not on Wi-fi. Was trying to add my system back to Wi-fi this morning, got frustrated and stumbled upon this thread. Followed the suggestion above to reconnect my system back to Wi-fi from the keypad instead of the app and it connected in a matter of seconds. Will try that method from now on when needed because adding back to Wi-fi through the app just doesn't work for me anymore.

1 Message

5 months ago

I have the same issue. When power to my wireless router is interrupted and then restored, SimpliSafe does not reconnect to WiFi automatically. 
The app cannot be used to reconnect to wifi as it always fails. 
The only way to reconnect to wifi is to do it via the keypad which is a huge pain as my wifi password is very long and complex. 
If I happen to be on a long trip away from home this could pose quite a problem and a potential security risk. 
Please fix this!!

Community Admin

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2.8K Messages

@musicman​ When was the last time you updated your Base Station's firmware? Recent firmware updates include improvements for stability, so if there is a pending update on your system I would recommend downloading it. 

If your Base Station is already up to date, it can also help to set up a guest Wi-Fi network locked at 2.4GHz and connect only your SimpliSafe devices to it.

25 Messages

2 months ago

really not such a simple system and does not make me feel safe with all the dropped sensors, 

wifi issues, cameras take forever to load,

front door lock forgets it is tied to the door sensor after a battery change and the list goes on  

25 Messages

2 months ago

problem after problem 

1 Message

1 month ago

Still having WiFi drops daily, I’ve done the resetting gig countless times now, double checked the base station is connecting to the 2.4 band but still no joy

Community Admin

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2.8K Messages

@yonka_2005​ It can also help to set up a guest network that's locked at 2.4GHz and connect only your SimpliSafe devices to it. But if that doesn't help, I would then recommend reaching out to our Support team for additional assistance.

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