System unable to reconnect to WiFi after power outage

@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

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.

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 !

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.

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.

@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.

@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.

@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.

@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.

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

@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.

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

@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!

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

@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.

@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.

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