‎SimpliSafe system will not reconnect to WiFi after power outage | SimpliSafe Support Home
 
jjr5067's profile

Wednesday, June 22nd, 2022 1:28 PM

Resolved

SimpliSafe system will not reconnect to WiFi after power outage

I have seen this question asked and there are no acceptable answers. I often get power flashes where I live and almost every time the WiFi will not reconnect. I disable 5 GHZ on my router and it still will not reconnect. The app just stays in a contant loop.  The only way I get it to eventually reconnect is to unplug and remove battery to reboot it. That's fine when I'm home but I am not home half the time. Now what do I do. I may have a bad WiFi card and would like a new base station.

Official Solution

Community Admin

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70 Points

1 month ago

A late update to this thread, but after extensive testing, we have determined that this issue should be resolved as of firmware 2.14. If you are experiencing similar symptoms and have already updated to this version or higher, please let us know. Otherwise, we're marking this issue as RESOLVED.

10 Messages

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10 Points

should the app say which firmware the base station is on? mine just says firmware. 

if a new firmware fixes this issue that will be excellent!

thank you!

Community Admin

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2.4K Messages

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10 Points

@nfisq​ You can find which firmware the Base Station is running using either the SimpliSafe mobile app or the Keypad.

When using the app, go to My System > Base Station Settings > Firmware to see its firmware version.

When using the Keypad, go to Menu > enter your Master PIN > System Settings > scroll down to Diagnostics > press the right rocker to pull up the Base Station's firmware. 

1 Message

My Base Station is on version 2.14.2.0 and was connected to my 2.4 GHz Wi-Fi. 

I restarted my router today and the cameras reconnected to Wi-Fi, along with all my other Wi-Fi devices, but the Base Station did not automatically reconnect to Wi-Fi. 

I also have a few other 2.4 GHz devices like light bulbs that reconnected automatically.

I have used both a normal Wi-Fi configuration and a guest Wi-Fi configuration. Both have the same results where the Base Station does not reconnect automatically.

Community Admin

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70 Points

@BobB​ thanks for letting us know. When you go into the WiFi settings menu, do you see your existing WiFi name and password there? You may need to re-set that info to reconnect.

(edited)

Community Admin

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5.2K Messages

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70 Points

2 years ago

Hi @jjr5067 ,

When power comes back, does the Base Station just not reconnect to WiFi indefinitely? I'm thinking that the Base might just be taking a longer time than usual.

Alternately, it might also be an issue with your router's security settings. Have you already tried setting up a Guest WiFi network that only your Base Station (and other SimpliSafe components) are connected to?

2 Messages

@davey_d​ I think it’s a bad wifi card. Even if I try it manually it will not reconnect. The only way is the remove battery and unplug for a hard restart. Is it recommended to connect to a guest network? Is that less secure for someone trying to hack my wifi (yes I do have some neighbors I do not trust) . Thanks

Community Admin

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It might differ between WiFi routers, but usually the Guest Network is more strict, and therefore technically more secure. But yes, it's a good thing to try.

Though don't worry, SimpliSafe's signals are all encrypted in transit and at rest, so even if that info could somehow be intercepted through your WiFi, a hacker wouldn't be able to do anything with it.

1 Message

Simple safe needs to find a fix to this problem.

Looks like a LOT of people are having the same trouble.

I'm 81 years old and it is hard to take things apart to get them to reboot. (I've tried the app.  NO HELP !

Community Admin

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70 Points

I understand. Sorry to hear that you're having so much trouble with this issue! You should not need to reset the Base Station to reestablish the WiFi connection - it should be reconnecting on its own.

 

Have you already tried setting up a Guest WiFi Network, as we had suggested previously? Just in case the issue is with certain WiFi router settings affecting the connection. Your WiFi Router's manufacturer, or your internet service provider, can help with setting that up.

 

Don't forget, though, that if you have Monitoring Service (like the $17.99 Standard Monitoring Plan), you will also have backup cellular connection. So your Base Station should still stay connected to the service through the cell sites in your neighborhood, even while WiFi is in the process of reconnecting.

 

 

2 Messages

I have the same issue - base station quietly loses wifi connection after router reboot and I can't connect to cameras. In my case reentering wifi password on the keypad works. Very frustrating, needs to be fixed.

7 Messages

1 year ago

I have the same issue. If I lose WiFi due to a power outage or some similar event, SimpliSafe doesn’t reconnect to wifi… my voice prompts stop working correctly when off wifi. It was like this for weeks. I finally figured out I can re-enter the exact same wifi credentials on the pin pad to reconnect after a power outage… it’s a shame SimpliSafe isn’t able to reconnect by itself… this needs to be fixed!

1 Message

11 months ago

Same issue.  We had two short power disruptions this last week and it would not reconnect automatically.  This only started after the most recent software update.  I have had the system a year, never had an issue until recently, and now it happens with every outage.  It disconnected while I was on vacation and had my house unprotected for a week which was infuriating, especially since we had a break in about the same time the year before.  Support was absolutely no help and actually suggested that I have someone else enter the house to fix it.  They refuse to acknowledge its and issue or replace the hardware.  I am so frustrated with Simplisafe.

8 Messages

9 months ago

When I lose WiFi due to a power outage or some similar event, SimpliSafe doesn’t reconnect to WiFi. It has nothing to do with the network it was connected to when power was lost, as it occurs regardless of network being used at time of the power outage. It then is unable to locate my networks when in "Searching WiFi Networks" mode.

This is an issue with the Base Station, and having to go through the remove battery and plug, then put back, has gotten old. It still does not reconnect. What has also gotten old is the "Keypad Out Of Range" message and being unable to reconnect to Base Station.

I'm about done with SimpliSafe.

(edited)

8 months ago

Same issue here when I reboot my wifi router the base station does not reconnect and have to manually input password again on keypad, highly frustrating especially when you have power outage, why does the base not try to reconnect to wifi indefinitely with incremental backoff like any other devices ?

Community Admin

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70 Points

@jeannnosimplisafe​ I did mention above, but the SimpliSafe Base Station should be reconnecting automatically every single time it's disconnected. And it should keep trying indefinitely until it finally gets through.

Are you saying that the Base Station seems to be forgetting the WiFi network entirely? In that case, there might be a hardware issue, and the next step might be to speak with our Support team for a replacement.

3 Messages

@davey_d

I'm having the exact same issue. When I reboot my router or have a power outage the only device that does not reconnect automatically to my WiFi is my Simplisafe base station. When I check the keypad menu under WiFi it shows no WiFi connection.  Seems like when there is no Wifi being transmitted it just deletes the connection and does not try to reconnect the saved Wifi settings. After my router is back online I have to manually select the SSID from the list on the keypad and re-enter my router password every time using the Simplisafe keypad then it starts working again. This becomes a bigger issue if I'm not at home to manually enter the password on the keypad. Seems that this issue started happening after the last update.  Wish there was some fix for this since we have to constantly travel out of town helping out other family members that are in hospice.

(edited)

3 Messages

@davey_d​ So I did some troubleshooting and it seems like doing a power cycle may have fixed the problem. I unplugged the base station power plug. You will then see a Phillips screw under to where the power plug was covering. Remove the screw and give the whole bottom cover a slight 1/4 turn counter-clock wise and remove the cover. There you will see 4 AA rechargeable batteries. Remove the batteries for about 30 seconds then replace the batteries paying attention to polarity.  Place cover back on in reverse order. Plug the base station back into wall adapter.  I verified after that the base station retained my Wifi settings after rebooting the router after performing this reset.  Don't be scared to do it since you will not lose any of your settings or connected devices.  Everything seems to be operating a lot smoother now.

(edited)

1 Message

@frankyvee​ this process worked for me this morning - thank you very much for posting!  I had not had this power outage problem in the past so was thinking it was a faulty base station.  I'm grateful it worked and I don't have to replace the base.

1 Message

@frankyvee​ This also worked for me. Shouldn’t be necessary, but at least there’s a workaround. Thanks for posting this!

2 Messages

8 months ago

We had a short power outage and all of the equipment except one camera reconnected to the Wi-Fi.  I have tried several times and a couple of different ways and it just doesn't connect.  I'm kind of at a loss why one piece of equipment is acting this way.

Community Admin

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10 Points

@jdawson52​ Have you tried resetting your camera? You can reset it by pressing and holding on the pairing button on the back of the camera for 30 seconds. The camera should chime when the reset it complete and prompt you to set it back up.

2 Messages

@emily_s​ We tried repeatedly.  Eventually, we started from scratch and it finally worked.

1 Message

6 months ago

I've experienced a couple power blips and I cannot disarm my system from the app because the wifi name & password gets 'forgotten' on my keypad/simplisafe system(yes, my system is up to date with current firmware). Clearly this is another pitfall of the simplisafe system among several other issues(using 2 or more smartlocks on the same system comes to mind) I've had for the past year that have not been resolved through multiple updates since initial installation. 

Community Admin

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5.2K Messages

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70 Points

@BoostingSnail​ sorry to hear that you've been having so much trouble! This issue is definitely not the intended behavior for the Base Station, and we're continuing to investigate and hopefully have a fix soon.

But as for that issue with your Smart Locks, I would be interested to hear more about it. If you could please post a new thread here with more details about what you're seeing and what troubleshooting you've already gone through, we can help!

1 Message

3 months ago

My system also started having issues with wifi connection after an update awhile back. If I reboot my wifi router, the SimpliSafe base station will lose the connection and will not reconnect once the network is back up. It is not possible to use the SimpliSafe app to reconnect it to wifi. It fails to connect over and over. The only way to reconnect it is with a keypad. This needs to be addressed. It is clearly a widespread issue. If I am away from home and the base station loses the wifi connection, there is no way for me to reconnect it, decreasing the reliability of my system. 

1 Message

Any commitment to fix this? Obviously, a real pain to a lot of people including me.

Community Admin

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2.4K Messages

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10 Points

@caffb01​ I absolutely understand. Our engineers are looking into this issue - I added your case to their on-going ticket. Someone may reach out to you to help further their investigation.

14 Messages

2 months ago

I have the same problem, exactly as described by the OP.  My Base has always been connected to the Guest net and works fine unless there is a power outage.  The Base will not reconnect on its own even if left alone for days.  When trying to reconnect with the app, it gets as far as "Securing the connection" and eventually times out without completing the process.

My only solution (as with the OP) is to disconnect the Base, pull the batteries and then go through the reconnect process on the app; this works.

I am also concerned that should I be gone (errands, vacation, etc.) the Base will not be able to reconnect until I return and manually go through the above mentioned process.

Please help

10 Messages

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10 Points

2 months ago

same. when will this get fixed?

Community Admin

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2.4K Messages

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10 Points

@nfisq​ When was the last time the Base Station's firmware was updated? Recent updates include improvements for the Base Station's connectivity, so if you have a pending update I would recommend downloading it.

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

10 Messages

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10 Points

per the keypad. My firmware is 213.8 and it says I am updated

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