alarm disarmed/account compromised?

Their support is literally terrible 

Follow up question as I have not found an answer: in other devices, is the first one listed my device or literally another device? I live alone and only use the app for what I need, but it shows a device there. I have trouble with my camera staying connected to wifi even though it's not even 10 ft from both the router and the base and i have awful video quality. Theres no way it's actually 1080.. hmm...

After writing it all down, I'm second guessing going this route...

@ChaosConstruct are you referring to the device shown in the Manage Logins section in the SimpliSafe mobile app? If so, yes, that is your own device that is logged into your account. 

Regarding your camera, it can help to use our in-app Connection Check tool. This will run a scan on the camera's connection to your network and provide tips on improving the connection. If you visit the How to Troubleshoot Your Camera's Connection article in the Help Center, it will take you through the steps to use the Connection Check tool and provides further insights on what your results mean.

Did you get a resolution? This has happened to me twice in the past few days.

This just happened to us. Neither my wife nor I disarmed the system. We have had simplisafe for years. Had the original system for 5 to 6 years with zero issues. Upgraded to the new system over a year ago and have had a couple of minor issues, but never the system disarming like this. If this can't be resolved as to why or how it happened it is time to find something else.

@sandy8367​ and @trentdang Thank you for reporting this. I've forwarded your cases to our engineers to look into. A member of our team may reach out to you to help them with their investigation. 

Hi @SoCalGal​, 

Jamming is a big concern for all wireless security systems. That's why SimpliSafe features intelligent jam detection to immediately warn the user of a possible attack. We even have regular firmware updates to stay ahead of future threats like this. Check out this post on our blog for more info.

And yes, we do not recommend installing either part of the Entry Sensor right on a metal surface, as it can cause the sensor to demagnetize and recognize incorrect open/closed states. However, if you have a metal door or window that you want to put an Entry Sensor on, you can place a buffer between the sensor and surface to protect the sensor. This can be anything like a piece of cardboard or an additional layer of adhesive. 

@mrgh2345​ So your system was already disarmed in Off Mode, and you got another notification that the system was disarmed again? Sometimes when the system checks in with our monitoring center it will reiterate its current state, which may result in another notification or event on the timeline. 

I certainly understand how this can be worrisome, and I've forwarded your case details to our engineering team to look into.

@emily_s . Any idea for the remote disabling - it has been happening for months. Also my cameras will randomly not detect motion for a whole period of time. Example is last night into this morning. Not a single notification or video even when I was walking in front of it this morning. System is updated

@safogle16​ Remote arming? If you look at your timeline, is it showing a keyfob? Phone app? Obviously not expected bahviour for the system, one that luckily I have not experienced. Call SS asap and review the timeline carefully. If its a keyfob, remove any all that are on the system including if one is in your possisson. See if the remote arming continues. Change your PW and institute 2FA is not already. Also, sign out of instances on your account. Unless a bug (doubt it) your remoting arming issue should stop.

Please post here after you speak with SS. This is extremely serious if it has been going on for months.

Update: is this a SS2 or SS3 system? If SS2, upgrade asap. SS can provide assistance in this effort.

@safogle16​ Do you happen to have any arming schedules set up? You can check this in the SimpliSafe mobile app by going to My System > Automations > Scheduled Arming. From there, you will see the arming schedules you have (if any) and edit/remove them. 

And do you happen to own any Key Fobs? It could be that the button was pressed on error. As Captain11 recommended, temporarily removing the Key Fob(s) from your account can clue us in if they are the root cause or not.

But if you do not have any arming schedules created, and you do not have any Key Fobs that could has caused this, I would highly recommend reaching out to our Support team so they can take a deeper look into your account and troubleshoot with you in realtime.

Ok thanks, I’ll remove my remote fob for now and see if that is the issue. I’ll also change password, 2FA etc. ’ll reply back when I have an update. I think the weird thing to me is it keeps disarming when it was never even armed in the first place. Thanks @captain11 and @emily_s 

@jon19abab​ If your system was already disarmed into Off Mode, and you received another notification that it was disarmed, then it sounds like the Base Station is re-announcing its current armed state.

There are some instances where the Base Station checks in with the service by re-sending its current armed state. One example is if you were in the Keypad Menu making adjustments to settings and then you leave the Keypad alone without exiting the Menu. The Keypad will eventually return to the status screen and the system will announce its current state.

For me this happens at completely random times. Nothing correlated with an action I am taking. Sometimes it happens 5 times a day, sometimes not at all. No apparent rhyme or reason.

Clearly there’s something not quite right happening with the SS system that this is happening to multiple people!

I am a CISO and I am very good and picky with my security. The problem described here by others is what is happening with my system at home too. 

It is not a remote fob, it is not a sensor , it is not my phone app. Something is disarming our SimpliSafe system remotely. 

This is VERY bad! Dealing with SS support is a joke, they will go around and around, restarting your system, changing passwords, etc. 

Do we need to contact the media and see if they can put some traction on this ?

@Juanmachado ​ Emily asked earlier, is your system repeating the existing armed state, or is it disarming while it was previously armed? Those are two different things.

The system repeating its current state is a known issue that we're still investigating, but overall the behavior doesn't have much negative impact (other than you getting the notification again).

If the system is spontaneously disarming when currently armed, that's definitely something more serious that we'll need to notify our engineers about.

If it is firmware glitches, @simplisafe say something!!! This is clearly happening to a lot of people and not just on the latest firmware.

@dlpsr​ this is a very different symptom. What's the timestamp on that third event?

My theory is that the Base Station was able to get the signal out through WiFi, but because of latency it didn't hear back from the server that the message was received. So it sent the signal a couple more times just to be sure.

@davey_d​ You're server latency or are you referring to mine? My Ping is 28ms here, although ping and latency are not exactly same thing.

Ping is a one-way measurement, while latency is the round-trip time. I sent it fast, does Simplisafe return it fast?

@ckelly4604​ The notification you saw on your phone, do you remember if it said the system was disarmed in Home Mode or Off Mode? If it said that the system was disarmed to Home Mode, the system would have re-announced its current armed state, which is different than the system completely disarming on its own.

The system re-announcing its current state is a known issue that our devs are currently investigating. But if your system disarmed itself in Off Mode when it was already armed, that would be much different and something that we would want to notify our engineering team about.

It was disarmed remotely, in the middle of the night, when it was already armed.  I’ve made several calls to SS and no one seems to know how or why. I do not feel at all secure with it now.

@ckelly4604​ One last question for you - do you happen to know if you have an arming schedule on your system? If there was a schedule set up to disarm your system at that time, that could explain what happened. You can check for this in the SimpliSafe mobile app by navigating to My System > Automations > Scheduled Arming. 

But if you do not have any schedules enabled, please let me know. In that case, I can get you in touch with our escalated Support team for further troubleshooting.

@Singer ​ Was your system already disarmed at the time when this happened? There are some situations where the Base Station will re-state its armed mode when checking in with our servers.

For example, if you enter the Keypad's menu and then do not exit it afterwards, this could result in the system re-announcing its current state. Or if you enter Setup or Test Mode on the Keypad and don't exit it, that could also result in the Base Station announcing its armed state.