‎Smart Lock Update fails on Android with "Can't Connect" error | SimpliSafe Support Home
 
alachuagoulds's profile

Friday, April 21st, 2023 9:03 PM

Investigating

Smart Lock Update fails on Android with "Can't Connect" error

I cannot get my smart lock to update from my phone. Here is what I have tried:

- re-booted phone

-turn of blue tooth and turned it back on

-disconnected other devices

-removed lock from system and re-installed (twice)

-replaced the batteries in the lock

I called customer service and was told there was no update for my lock but app still says there is one. Oh yeah, I also un-installed the app and re-installed it. At my wits end with this thing. Any suggestions?

Official Response

Community Admin

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5.2K Messages

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70 Points

10 months ago

Hi all,


Thanks for reporting in this thread. We've forwarded all your info to our engineering team for further investigation. But we're still looking for more reports, so if you haven't checked in here yet, please do! We're particularly looking for the following info:

  • Your mobile device model
  • Operating system version
  • SimpliSafe app version

Community Admin

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2.4K Messages

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10 Points

11 months ago

Hi @alachuagoulds, 

How far away is your phone from the Smart Lock when you try to initiate an update? Bluetooth has a limited range, so I would try to run an update with your phone as close to the Smart Lock as possible with no walls or other dense objects in the way.

1 Message

10 months ago

I have the same exact problem, it’s very frustrating. 

Community Admin

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2.4K Messages

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10 Points

Hi @Jayson​, 

I'm sorry to hear this! Updates are transmitted via Bluetooth from your phone to your Smart Lock, so I'd first check to make sure that Bluetooth is turned on. If it is, I would try toggling it off and back on again to see if that helps initiate this update. Likewise, I would try to put your phone at close to your Smart Lock as possible when attempting an update, as Bluetooth does have a shorter range.

1 Message

10 months ago

Any updates on this issue?

Community Admin

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5.2K Messages

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70 Points

@emilytoreki​ thanks for reporting.

Could you give us a bit more detail about what you're seeing, and what step you're getting stuck on? And of course, what steps you may have already tried. That can help us pin down the issue.

3 Messages

10 months ago

Wow, that blew.  I posted a response and it wasn't accepted.  Are we now avoiding people asking questions?

Let's try this again.

1.  Lock and phone are touching.

2.  1 out of maybe 10+ times, I see white lights cycling on the lock.  Guessing they are talking.

3.  WiFi, Mobile Date, Blue Tooth turned on on my phone.

4.  All attempts end with an error message about being out of range.

Little help?

Community Admin

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2.4K Messages

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10 Points

Hi @dietrichfamily​, 

Is your phone currently connected to any other Bluetooth devices - like a smartwatch or a wireless speaker? Some users experiencing issues updating their Smart Locks in the past have found that disconnecting Bluetooth devices from their phones has allowed them to run an update.

3 Messages

@emily_s​ 

It is not connected to any other blue tooth devices.

3 Messages

Interesting pattern I'm seemingly able to reproduce.

If I open app and do an update, it times out with same out of range message and no white lights on the lock.  However, if I click 'retry' from the error message, I'm more likely to get white lights lite on the lock.

Oh, still getting error message.

Community Admin

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5.2K Messages

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70 Points

10 months ago

Hi @alachuagoulds @Jayson @emilytoreki @dietrichfamily , and anyone else who is experiencing this issue,

We're gathering info to track a potential issue. Could you please answer with the following info:

  • Your mobile device model
  • Operating system
  • SimpliSafe app version

That info might help us figure out what is happening.

(edited)

6 Messages

@davey_d​ 

Not sure if this is the info you need but here goes:

1. S/N for my lock is 0100A184

2. Operating system on my phone: android

3. App version 4.81.0 9most current in app store).

Community Admin

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5.2K Messages

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70 Points

@alachuagoulds​ apologies, I meant your mobile device model?

10 months ago

Also having the same extremely frustrating issue.  Tried all the suggestions and still no luck.  Smart lock update continually fails after reaching "6 minutes remaining."  (Keypads are up to date - as also suggested.)  Phone is touching the lock and cannot get any closer.

Simplisafe App 4.81.0

Phone is running Android version 13

6 Messages

@rajiffrunscared​ I can't even get mine to connect to the lock for the update. The strange part is I can lock and unlock the door with my phone, just can't do the dang update.

2 Messages

10 months ago

Similar frustrations here. I've observed different behaviors though every time I tried.

1. Can't connect - progress indicator spins forever.

2. Connects and completes step 2/6 (sending the update) after about 4 minutes. Flashes step 3/6 for less than a second then fails.

3. Got to step 4/6 once and the app's progress stopped while the smart lock white lights stopped blinking. I let it sit for a bit and nothing happened til I exited.

4. Immediately retried while white lights still blinking and sometimes will reconnect still showing a failure message, progress indicator moves, but fails in a couple minutes once the white lights stop blinking.

5. Immediately retried and sometimes get the out of range error message even though the phone is touching the smart lock.

6. Sometimes the white lights will stop blinking in the middle of step 2/6, then the app reports a failure.

Maybe a hardware/firmware timeout mismatch issue? Maybe the update is too large and is taking too long? Maybe the app logic is encountering an unexpected but normal state when the update finishes being sent to the smart lock?

Confirming:

- no other bluetooth devices

- phone is touching the smart lock. my feet hurts from standing so long, and my wrist hurts from holding the phone

Simplisafe for Android 4.81.0

Android 12

Samsung Galaxy S10

Smart lock SN#0104EDD7

Mid-post update:

I noticed I denied notifications permission and there was an app update on May 1. I tried with 4.82.0 with notifications enabled, and still run into similar frustrations. Tried restarting my phone. Same. This time I noticed the "uploading" notification during step 2/6 and "disconnecting" notification after the failure.

1 Message

10 months ago

I'm having the exact same problem with all 3 locks I own. I'm attempting to update from a Oneplus 8T phone and getting the "connection failed" message. Tried restarting phone, charging it to full, and disconnecting other devices. I'm also within a few feet of the lock. 

1 Message

9 months ago

Called Simplisafe and was informed that All Android OS phones cannot update the lock, they are working on the issue. This only applies to Android phones.

Community Admin

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5.2K Messages

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70 Points

@Jimjim​ our dev team continues our investigation. If you could let us know the following, it would really help:

  • Your mobile device model
  • Operating system version
  • SimpliSafe app version

I have the same problem and have gone through the same steps with tech support multiple times including with a new lock and now they are telling me my lock is up to date. I have a hard time believing that.

  • Oneplus 9
  • OxygenOS 13.1
  • 5.14.0:23223

2 Messages

9 months ago

This affects iOS too. I tried twice from my iOS device, standing right next to the lock. It freezes at step 3/6 (updating lock part 1 of 2), with estimated 7 minutes left, and the white lights on the lock stop blinking. Lock is still not updated.

SimpliSafe for iOS app v2078.72.0

iPhone 11

iOS v16.3.1

Community Admin

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240 Messages

@akats89​ Have you tried running the update from another phone? Do you ever receive the error "Can't Connect" during this process or does the app simply freeze up? 

1 Message

5 months ago

I had the same problem, but I fixed it. My phone is a Galaxy note 10 ultra. It did not work, no matter what I tried. I used my wife's Galaxy S22 ultra, and voila, worked the first time. Hope this helps.

1 Message

Any update on this?  I can't get my Galaxy s23 ultra to update it either.   

Community Admin

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2.4K Messages

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10 Points

@Livngston​ Our engineering team continues to investigate this issue. Taking a look at your account, I see that your Smart Locks are currently running the latest firmware. Do you see a update available for your devices?

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