‎Base keeps dropping off WiFi | SimpliSafe Support Home
 
guiip35's profile

Tuesday, August 30th, 2022 8:52 AM

On Hold

Base keeps dropping off WiFi

Occasionally my base station drops off WiFi for no particular reason. Sometimes it will reconnect, but most of the time it will not. I just went to check for updates and the base said it was not on WiFi, despite my app showing WiFi. If I click on WiFi in the app, it will then ask if I want to connect...despite showing as connected....so I click the network that the app ALREADY knows about, and get prompted for a password. I put in the password again, it says I am connected. But I don't get the 'wifi restored' notification. If I go to the keypad it will also show I am on WiFi. If I click to check for updates however, it says I need to be on WiFi... if I then click the same WiFi and enter the password again, I get the 'wifi restored' message

To make this way worse, the system does not even show a warning - there is a one off notification that its dropped. There is no status, no display of ANY KIND that the system has lost wifi. This is just ridiculously bad that this warning is not shown. Yes, the service will work over celluar but that does not mean that users should be left unaware that WiFi is lost as updates can be missed.

Does anyone else have this problem?

Current sofware: 

Keypad: 2.8.2

Base: 2.8.6

No doubt this will be yet another thing that was reported 4 years ago and 'engineering are looking in to'?

Official Solution

Community Admin

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5.2K Messages

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20 Points

1 year ago

@guiip35 @rfk91 @rothfn ,

Thank you all for reporting. @guiip35 , if I understand, you're saying that your Base Station seems to be completely forgetting its WiFi connection, without any indication that it was ever connected at all, let alone disconnected? I believe this might be a bug that I am reporting to our engineering team. We'll investigate and get back to you.

1 Message

5 times, that I know about, my basestation becomes disconnected from my Wifi. Side note, until retiring I worked in and owned my own burglar alarm company; 30 years in total. I only mention this because I know about this equipment.

So, again, 5 times that I know of, my base station becomes disconnected. I discover the problem when I return from outdoor walks, go to disarm the system and receive the error message no connection to dispatch center (aka: no wifi connection)

Ive owned 2 Simplisafe systems but now just 1. I have a mesh wifi and the base station, positioned closest to the main wifi hub.

As I am typing this post but for no apparent reason my base station said alarm off two separate times

Ive called in to report this problem twice, the most recent time the individual I spoke walked me through and base station update, battery disconnect reset.

Here we are, yet again.

Is it possible, sophisticated hackers are gaining access to probe, test, gain access etc to the system. Its not a wacko question anymore in this day and age. Do we have 2 factor authentication?

Community Admin

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2.3K Messages

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10 Points

@Aperson​ If you are subscribed to our Fast Protect™ or Standard Monitoring plans, a No Link to Dispatcher error means that the Base Station is not connected to WiFi, or cell through its cellular backup. SimpliSafe accounts require 2-Step Verification or Multi-Factor Authentication when you log in to ensure that no one else has access to your system.

I would recommend checking the placement of your Base Station. How close is it to your WiFi router? Placing it about 5-10 feet away from the router can help it maintain its connection. It is also recommended that the Base Station is at least 3 feet off the ground and to put it on a wood or glass surface to eliminate potential interference. 

2 Messages

1 year ago

same issue here.

3 Messages

1 year ago

Same issue here, lately.

17 Messages

1 year ago

As you can see from the lack of reply from SimpliSafe on this matter, it’s unlikely that they will look into it. 

with that said - @rothfn have you applied the latest update?


it’s still happening sporadically to me. I’ve installed the latest update but there seems to be no way to know what was added/fixed

3 Messages

@guiip35​ Did check for updates and am current.  It is as if the system is forgetting the wi-fi password at random.

1 Message

1 year ago

My camera stayed on yesterday when I switched off the alarm via the keypad. The app is now saying 'base station busy' and 'attempting to update settings'. That's been about 12 hours now! 

I recently changed broadband provider, but it's been working fine for a couple of weeks

17 Messages

@40BR​ I doubt this is related to your broadband provider. Sounds like the system has got itself in a twist.

I've also had some weird issue of the keypad saying it has lost contact with the dispatch center - which is extremely concerning - and STILL there are no alerts in my app, and nobody at the other end seems to notice either.

The lack of integration between the hodge-podge of components that make up this system is extremely frustrating. Not least because it makes troubleshooting anything so difficult. If it was not for the fact that monitored services where I live are few and far between I would just bin the whole thing and chalk it up to a bad experience.

This aside - have you tried power cycling the base station? in the past when I have had problems with the base station to the point simple power cycles doesn't help, I've actually ended up removing the battery, waiting a few minutes, and then putting it all back together again. This can be accessed from the panel at the bottom. May be worth a try, but this is just anecdotal in my case, but it did help me - your milage may vary so do whatever you're comfortable with :) If in doubt, raise a ticket!

As it has battery backup, removing the mains isn't enough to give it a full kick - but this fixed my issue of settings not being updated (though once again, it was not obvious from the app until i was trying to change something, so i had no idea my base station had been misbehaving)

(edited)

Community Admin

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5.2K Messages

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20 Points

Hi there, 

The Base Station and your cameras do connect to the WiFi separately, so if you're having trouble with your Base Station, we're troubleshooting just that component specifically.

@40BR when you changed provider, did you also change your WiFi router? If so, then you likely have a new WiFi name and password, and your Base Station won't switch over automatically. You'll have to reconnect it through the Keypad, under Menu > System Settings > WiFi.

If the Base Station is failing to maintain a connection with a WiFi network that hasn't changed, then yes, a Base Station Reset can work. As @guiip35 says, it involves shutting down the Base Station completely, including taking out the backup batteries. Just like rebooting a computer, that will force the Base Station to restart its software, clear its temp memory, and relink with all connections.

And @guiip35 you mention the "No Link to Dispatch" message. That means that your Base Station has lost connection with the Monitoring Service (either through the built-in cellular connection, or your home's WiFi). The Base Station checks in with the service once a day, and if it doesn't receive that signal, that's when you would get a warning email.

2 Messages

1 year ago

same issue here. frustrating...

1 Message

6 months ago

This is an issue I experienced and was fed up with. I had to swap out a basestation because it kept dropping off wifi and regaining a few minutes later until it won't reconnect ever again. Anyways, tech support was of no help. There is an issue, I believe, with their basestation firmware or wifi module. The one I acquired to replace the old one with is now acting up. It's only been several weeks. Now it's dropping and reconnecting to my wifi all day long. This is very frustrating and SimpliSafe should definitely look into it before starting to lose customers left and right...

Community Admin

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2.3K Messages

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10 Points

@CekayF​ There's a few different things we can try to troubleshoot this. First, how far away is the Base Station from your WiFi router? It may help to bring them closer together. I would also recommend setting up a Guest WiFi network running a 2.4GHz band and only connect your SimpliSafe devices to it. 

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