‎Original Sensor names reverted back to serial numbers | SimpliSafe Support Home
 
whoaru99's profile

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Wednesday, April 13th, 2022 2:16 PM

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Original Sensor names reverted back to serial numbers

​​Not quite sure when it happened, but fairly recently I believe, all the sensor names I had put it two different SS2 reverted back to the sensor serial numbers in my (Android) smartphone app.​​

​​Web dashboard looks ok.​​

​​What's up with that?​​

Community Admin

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5.3K Messages

2 years ago

Hi @whoaru99 ,

Yep, so if I understand this right, you're seeing an issue where the Android app's Devices section is only showing you the serial numbers, and not the nicknames you gave them. But when you log into the webapp on our website, the nicknames are still there?

I received word that a similar issue is already being investigated, and we'll get a fix out soon. Thanks for reporting!

2 Messages

Was this ever fixed?  I'm having the same problem now, in October, 2022.

3 Messages

2 years ago

My app and online account also forgot all of our device names within the last week.

So, to change the settings on a device, replace a low battery, or there is an alarm trigger, we have no idea which device is involved.

We have never experienced this, and we installed the system in 2015.

Is there an update on this yet?

Also, this would have coincided with me removing a named device, and then synchronizing my settings (more below.)

(edited)

3 Messages

2 years ago

I was just re-entering the location names of my sensors, through the web based interface with my desktop computer, and saved my progress after naming each sensor.  After re-naming about 6 sensors, I decided to synchronize my settings - and all of the device names that I just entered disappeared again!  Please Help!!

(edited)

3 Messages

2 years ago

Also, my 2 camera names were the only devices that never lost their location names.  I hope this helps SimpliSafe with troubleshooting.

Synchronizing my settings previously never caused a problem with losing device names.

(edited)

2 Messages

2 years ago

I have the original simplisafe system. Has been working fine for last few years. I have all my sensors named so i know where each one is and which one has an issue. But the other day, all sensor names were deleted and all i got was the codes listed on the sensors, like "1bkfg"..etc. i spent hours finding and renaming my sensors back to "front door sensor", or "kitchen glass break sensor", etc. Saved everything and called it a day. Today when i logged in again to check status, all the names i had saved were gone again. Only codes were seen. This is ridiculous. The app or simplisafe company must be doing this, because i am not. I need to know which one of my sensors is which. Without that feature, the alarm is completely useless. Imagine alarm goes off in middle of the night and you check your phone message....and instead of seeing "Front door sensor activated", you see something like "sensor 234bkg activated". How would i know which part of the house the intruder came in. If this happens one more time, i will get rid of simplisafe all together and go with a different company. Any ideas simisafe? Why wont the sensor names stay renamed after i rename them?

Note: This comment was created from a merged conversation originally titled My sensor custom names keep getting erased

4 Messages

Similar experience with an original system

  • Alert emails retain (custom) device names
  • Website & app have blanks / defaulted to the sensor codes

Where are those custom name stored?

1.3K Messages

I am having the same problem on two separate SS2 systems.

Also reported it in a separate post not too long ago.

I logged into the online/Web App and all the sensor names for boths systems are still showing there. I also refreshed both systems as long as I was in there, now all the sensor names are showing again in the Android app.

Suggest try logging into the Web App, refresh/resync the settings, then recheck in your smartphone app.

Community Admin

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5.3K Messages

Hi folks, 

Thanks for reporting. I've seen multiple of the same symptoms already. I've reported all of your cases to our lab team, and they're in the process of investigating.

4 Messages

FWIW, SS resolved this for me later today & followed up with direct contact to check in on the issue, great follow through & quick resolution, much appreciated.

6 Messages

Same issue as above. Since the last update I have had a lot of problems. First, the voice prompts got cut off.  Then one sensor went offline two out of three days at exactly the same time ..4:21 am each day. Now today I am testing out that single sensor that went offline only to find that it's just saying "entry sensor" when I am testing it. Nothing custom about that at all. On the keypad the actual name of the device is there so something changed with the updates..does that wipe out the exisiting custom device names? This is getting old fast for a 67 year old grandma who has to run around the house testing each one and listening to the voice prompts. Taking out the batteries and then resetting it on each device? This is wrong..really wrong.

Community Admin

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5.3K Messages

2 years ago

Thanks for reporting, @rvav . I forwarded your info to our lab team and we'll be investigating further.

1.3K Messages

@davey_d​ 

I am still having the same problem with sensor names going back to serial number only on two separate SS2 systems, Android app.

I logged into the online/Web App and all the sensor names for boths systems are still showing there. I also refreshed both systems as long as I was in there, now all the sensor names are showing again in the Android app.

For others having the same issue, suggest you try logging into the Web App, refresh/resync the settings, then recheck in your smartphone app.

Community Admin

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5.3K Messages

Thanks, @whoaru99 . Yep, this might actually be a different issue than what I initially thought. Please keep an ear out - our lab might give you a call as part of their investigation.

(edited)

2 Messages

2 years ago

I am have a similar issue. Each of my three cameras will randomly report they sensed motion, but the name is the serial number, and there is no recording. A minute or so later that same camera will report sensing motion, but the name is correct and it records. This is getting very frustrating. We had a theft of a vehicle in our neighborhood early this morning. Our driveway camera sensed motion about the same time as the theft, but it’s name was the serial number, and it didn’t record. 

1 Message

2 years ago

Hello - I have the same thing happen to my Original Simplisafe. I've contacted Customer Support but they can't seem to fix it. What is the resolution here?

Community Admin

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5.3K Messages

@miknhan​ the issue reported by the original poster should have been resolved months ago. Where are you seeing the sensor serials? On the SimpliSafe app, the webapp, or both? And are you on iOS or Android?

As a reminder, for the SimpliSafe Original, sensor names are visible only in the SimpliSafe app or webapp. The Keypad will refer to all sensors (e.g. when showing an error) by their 5-digit serial.

2 Messages

@davey_d​ 

I am having this exact same problem.  Was there a resolution?  Thank you.

Community Admin

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5.3K Messages

@pattieburt​ yes, the issue that the original post describes should have been resolved quite a while ago. But I would ask you the same questions as miknhan above:

Where are you seeing the sensor serials? On the SimpliSafe app, the webapp, or both? And are you on iOS or Android?

As a reminder, for the SimpliSafe Original, sensor names are visible only in the SimpliSafe app or webapp. The Keypad will refer to all sensors (e.g. when showing an error) by their 5-digit serial.

2 Messages

1 year ago

HAVING SAME PROBLEM, not to mention several others. Are these cameras being hacked?? What is the solution to this serial-number issue?

Community Admin

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5.3K Messages

@SusieKay​ the original post describes an issue with sensors not displaying names in the SimpliSafe app, and is an issue with SimpliSafe Original (older generation) systems specifically.

You mention having trouble with cameras, so there might be something else going on for you.

If you could provide more detail about what you're seeing (you can even share photos or screenshots!), we might be able to help.

1 Message

I just started having a very similar issue to all of the above. I started receiving motion notifications from my two front cameras, yet when I go to view them I only see their serial numbers and no recording. When I go to each individual camera the original name is still there. I have tried to rename them and it shows like it took, but then 10 minutes later I get a motion notification just to find the serial number again. Please help!

3 Messages

@brhess18​ having the exact same issue here. And it seems like a lot of other people are too. SimpliSafe has rolled out some kind of change and it’s broken something. 

Community Admin

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5.3K Messages

Hi @brhess18 and @danmccarter ,

This particular thread is about an older issue that affects the SimpliSafe Original system (the older generation from before 2018).

It sounds like you're experiencing part of a more recent issue from Monday evening. You can read more about it here.

Community Admin

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5.3K Messages

1 year ago

Hi folks,

Due to new reports from @wheezer and others, I've updated this issue's status to INVESTIGATING. Our Specialists are on the case, and we'll get back to you ASAP.

2 Messages

5 months ago

Any updates on this issue? Still we see the serial numbers on the mobile app and webapp timeline instead of the device names?

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