100 Messages
Smart Lock firmware 1.1.1
Anybody know anything about firmware update 1.1.1 for the smart locks?
Now every time I open my app or look at my smart locks I'm told that there is an update available to update the locks to 1.1.1. However, it wants to connect via BT, and it either drops to "not in range" after a few seconds or sticks at "connecting to lock" for eternity.
If it matters (and who knows?) the 1.5 system update isn't available for me and my keypads show my base station running 1.4.20
Now every time I open my app or look at my smart locks I'm told that there is an update available to update the locks to 1.1.1. However, it wants to connect via BT, and it either drops to "not in range" after a few seconds or sticks at "connecting to lock" for eternity.
If it matters (and who knows?) the 1.5 system update isn't available for me and my keypads show my base station running 1.4.20
coltmaster1
2.8K Messages
5 years ago
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stephencoons
100 Messages
5 years ago
However, my app is still telling me that my locks have a firmware update available to 1.1.1.
Has nobody else had trouble with this?
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jakejarrett
2 Messages
5 years ago
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sandeepandkarthik
1 Message
5 years ago
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allenshultz
1 Message
5 years ago
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tlabarbera
1 Message
5 years ago
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ricksimplisafe
92 Messages
5 years ago
Then, I decided to use my tablet to trigger the update instead of the phone. Worked great.
As that was happening, I noticed that my phone was connected to my WiFi network, with data off. Don't know if that had any impact, didn't want to turn off the update process and brick the lock to find out.
Since it was "connecting", I'm assuming that data did not have an impact, and it was just not liking the phone's bluetooth this time for some reason.
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stephencoons
100 Messages
5 years ago
Anybody come up with a solution other than try a different device? My wife and I have the same phone (Pixel XL) and we don't have any other android or iOS devices in the house, except a couple of ancient android devices that can't access the play store anymore to install the app.
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stephencoons
100 Messages
5 years ago
The person I reached there offered to get someone on the line before transferring me, which I believe took 4 tries. (she kept getting disconnected too).
Once I finally got in touch with smartlock support, there were a lot or brief holds while different things were checked.
I was asked if I had more than one smart lock. (I have three) That didn't go anywhere.
I was asked to exit the app, turn BT off for 10 seconds, turn BT back on and try again. This didn't help.
She then pushed an update to my system. I just got an update a day or two ago, which put my keypads at 1.6.2 and my base at 1.6.4. This was supposed to be update 1.6.6. There was no explanation for how this would help when the last two updates had no effect, but we couldn't test it because it still hasn't shown up on my keypad.
Finally, she told me that the update could take up to a day to become available, but that she would go ahead and replace the lock since I had been dealing with this for 3 months. Unfortunately, when I reminded her that I had 3 locks all doing the same thing, she put me on another hold while she checked with her supervisor. When she came back, she said they wanted to wait and see what happened when the update came through before they replaced the locks, but she did give me her name and extension. (no, not sharing)
So, no fix, and no plan for a fix other than having them send all new locks which may or may not have the newer firmware.
Other things I've tried without success:
-Removing the batteries from all but one lock
-Trying a wide variety of distances, from 30' down to literally removing the lock from the door and holding the lock and phone against each other in various arrangements.
-Different phone that is the same model.
-Switching off the Wifi on my phone so it's just cell and BT.
-Pairing my phone with the locks directly. (I can see them, I think, but pairing fails due to wrong PIN code, which I'm not even prompted for)
Solutions I've thought of but can't easily try:
-A different model of device. There are no iOS devices in the house, and the only android devices other than my phone and my wife's phone (which are the same model) are very old devices that can't run a new enough version of android to use the play store to install the simplisafe app
-Replacing hardware
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usmaak
343 Messages
5 years ago
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kvshah
6 Messages
5 years ago
I too had trouble updating from the phone. the phone (LG G8) would "talk to the lock" because the lock turned on and showed the three led lights alternating back and forth but not getting psat the "connecting to the lock for" screen for 20 min.
After reading a comment from another user, I also used a tablet with no cellular connection. samsung galaxy S3. Immediately it got past the connecting screen and on to the updating screen. It said it would take 10min and started counting down. In deed it took all 10min to update.
I had a similar issue with another device (battery tender) that also required the use of a tablet instead of a phone. Maybe the update system does not work with all phones or all blutooth or even mixed wifi (2.4 and 5)
Please try updating with a tablet.
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stephencoons
100 Messages
5 years ago
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Zman
5 Messages
5 years ago
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ricksimplisafe
92 Messages
5 years ago
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samuelali
1 Message
5 years ago
Then tried an iOS iPhone and as per the tablet update on the previous threads, it took 10 minutes and worked. Clearly Simplisafe has an issue with certain or all Android mobiles.
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