‎Error on keypad but not on webpage | SimpliSafe Support Home
johnd_125's profile

Monday, June 6th, 2022 7:25 PM

Error on keypad but not on webpage

I have an original Simplisafe and have 2 issues.  The keypad shows  an error on a smoke detector and an entry sensor. 

However the webpage shows the smoke detector being OK.  I have noticed this before with other sensors that what the keypad shows and what the webpage shows do not agree.

Also, on the entry sensor it has been in place for years so I doubt the sensor was installed wrong.  I replaced the battery and when I open the door the blue light flashes and the base station makes a sound.   But it always shows as open in the webpage.  Thoughts?

Community Admin


5.5K Messages

2 years ago

Hi @johnd_125 ,

For both of those instances, was it after you had pressed the Refresh button on the Devices page?

Error messages (or if you get a "Not Responding" message on the app) are an indicator the sensor is having trouble with checking in with the Base Station. It could be a battery issue, especially since you have an older system, where the component might not have enough power to send signals back to the Base Station.

But most likely, it would be caused by interference. That could be dense physical objects (brick or stone walls, large appliances, etc) literally getting in the way of the signal, or the signal from another wireless device drowning out the system's signal.

For troubleshooting, you can refer to this Help Center page. But we strongly recommend giving our Support team a call at 800-548-9508 so we can take you through the process step by step.

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