‎Voice prompts / announcements are cut off / incomplete | SimpliSafe Support Home
 
Boring_Joe's profile

Tuesday, December 13th, 2022 12:55 AM

Resolved

Voice prompts / announcements are cut off / incomplete

My base station does not always announce the complete voice prompts when arming home and when announcing the various sensor names in test mode.  For example, I'll press "Home" on the keypad, and the base station will say something like "Sim..." or "Simplisafe" or even just "Sss" instead of the full announcement which is "Simplisafe On, Home."  When in test mode, it'll say something like "Master..." instead of "Master Bedroom, Motion Sensor."  The completeness of the announcements vary.  Strange thing is when I arm using the app, so far the announcements have been complete.  I have the latest firmware updated one week ago.

Anyone else having the same issue?

This issue has been resolved as of Base Station firmware 2.14. If you are experiencing this issue, please update your Base Station to the latest version.

Official Solution

Community Admin

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5.5K Messages

11 months ago

Hi all,


I am glad to report that our dev team has been able to find the root cause of the issue, and there is a fix included with Base Station firmware 2.14, which is slowly rolling out now!

In the meantime, you can still try a Base Station reset to attempt to resolve the issue temporarily:

  1. Remove the power plug from the Base Station, which will reveal the security screw.
  2. Unscrew the security screw using a Philips head screwdriver.
  3. Twist the entire bottom panel counter-clockwise, and pull away to open the battery compartment.
  4. Take out one battery. This will fully power down the Base Station.
  5. Wait 3 minutes with the Base Station fully powered down.
  6. Reinsert the battery and reassemble the Base Station.

Once the Base Station has fully booted up, try arming and disarming your system again through the Keypad. The voice prompts should be restored.

(edited)

1 Message

I followed the steps and voice prompts have been restored. 

12 Messages

When will I be able to get the latest update? What kind of timeframe are we talking about?

Community Admin

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5.5K Messages

You can check if it's available for you right now! First, make sure that your Base Station is connected to WiFi. Then use the Check for Updates feature through your Keypad.

(edited)

980 Messages

2 years ago

Yea I have had the same happen to us a few times so I know what you mean but thank goodness it's not often 

82 Messages

@lance843​ For us, it's been a frequent occurrence when arming from the keypad, unfortunately.

Community Admin

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5.5K Messages

2 years ago

Hi @Boring_Joe ,


Thanks for reporting. We're not familiar with this issue, so it might be a new one that we'll need to investigate deeper. We'll have a Specialist give you a call soon!

1 Message

2 years ago

Been having the same problem for 5 days now!

1 Message

1 year ago

I’ve also been having the same issue for a week! Any updates would be appreciated!

6 Messages

1 year ago

Yes, same issue since updating 12/21/2022

1 Message

@jamiegrossfeld​   same issue here and started around the same time

11 Messages

1 year ago

Same issue here.  I'm always wondering if anything else is malfunctioning now.

6 Messages

@moteng​ yes, thats exactly what i am wondering. What else is not working or going to work when needed.

6 Messages

To answer what else is malfunctioning..there are other things not working as expected. My panic button for one didn't even give a response when pressed in test mode. I changed the battery..ditto....it said Panic button once then had to wait some time for the voice prompt again. Key fob the same. This is all getting old real fast.

1 Message

1 year ago

I’ve also been having this happen. Following to see any fixes. 

Community Admin

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5.5K Messages

1 year ago

Hi @djgmac @moteng @jamiegrossfeld 

Thank you for reporting. I've added your info to the ticket with engineering and we're continuing to investigate.

3 Messages

@davey_d​ I am having the same issue as well, started a few days ago. Any way you could put in a ticket for me as well? 

Community Admin

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2.9K Messages

Hi @rodriguezjaimee,

Thank you for alerting this to us! I've just added you to our on-going ticket.  

1 Message

@davey_d​ 

I have been having this issue for the past month as well and our announcements have been getting shorter and shorter.

Community Admin

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5.5K Messages

@njschlappi have you already tried the reset that I have in my post here?

2 Messages

1 year ago

We have noticed the same thing with regard to the voice prompts. It only started happening after we installed the latest software update. I’d be willing to bet anything that there’s some bugs in that update that need to be addressed. Is there any way to roll back to the previous software version???

Community Admin

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5.5K Messages

@awhite0472​ unfortunately no, there's no way to roll back the firmware. The good news is that with all the cases we've gathered so far, it's on the voice prompt that's having trouble, and all other functions are as normal.

But I have forwarded your info to our engineering team as well.

2 Messages

Just wanted to provide an update to this thread. In response to my previous post, SimpliSafe contacted me to get more information.  They ended up sending me a new base station to swap out for my old one.  That was about a month ago, and so far so good!  We haven't had any further issues with voice prompt cut outs since we swapped out the base station last month.  Also in the weeks since, there have been a couple of software updates which we installed with no issue.  So, at least for us, the fix was to replace the base station.  Clearly this has potentially wide-ranging implications for SimpliSafe, but I did want to let others know about my experience and how working with SimpliSafe customer service we were able to resolve the problem.

28 Messages

@awhite0472​ I've heard this occasionally before the update, but since that firmware update, it seems to happen all the time.  Could be just about any announcement, including battery low warnings.

We will try the reset procedure (3 min battery pull) tonight to see if that helps.

Also, we have in the past had issues with the SS base staying connected to WiFi.  We can connect it but it seems to eventually forget that it is connected (from the keypad it won't show it's connected).  The cameras (indoor, doorbell and outdoor) don't have this issue.  I'm not sure it's related, but...

Mike

1 Message

1 year ago

I’m having the same problem. Also, my front door sensor no longer consistently recognizes opens/closes. 

Community Admin

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5.5K Messages

@McleanLE​ thanks for reporting.


That second issue is likely separate, and could be a communication issue. Try swapping that sensor (let's call it Sensor A) with another Entry Sensor (let's call that Sensor B) in a different side of the house.

If Sensor A starts working properly in the new spot, and Sensor B starts to act up, we'll know it's an environmental issue, and we'll need to troubleshoot what's blocking the signal.

If Sensor A continues to have trouble in the new spot, then it might be a battery or hardware issue.

1 Message

1 year ago

Following this thread, as well. Voice prompts have been cutting off for a few weeks, now.

1 Message

1 year ago

Same issue here as well. Just voice prompts not finishing 

2 Messages

1 year ago

Same issue with voice prompts not finishing since upgrading cellular module.

(edited)

4 Messages

1 year ago

Same issue here, for the last couple weeks. Please let us know when it’s fixed!

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