‎"Smart Lock not responding' audible warning | SimpliSafe Support Home
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sctisdale

6 Messages

Monday, December 21st, 2020 7:29 PM

"Smart Lock not responding' audible warning

Frequent audible from the base station "Warning, smart lock not responding'. Support has been unable to resolve this. I have reset the base station and had 3 new replacements with the same problem. Replaced smart locks as well (2X). Uninstalled and reinstalled them. New batteries. Reinstalled the app. Worked with more than 10 customer support people. It started about 6 months back. Firmware is up to date. No notifications or issues in the timeline. No indication of the problem shows up at Simplisafe's end. I'm at a loss.

If you are seeing this issue, or are otherwise having trouble with your Smart Lock, we strongly suggest checking for a more recent firmware update. Look for the notification after logging into the SimpliSafe app.

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Updated 

1 year ago

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47

wendellcrain

3 Messages

4 years ago

I ended up moving the base station. Before had it in kitchen now in the family room. Maybe interference from fridge or microwave, idk. Still have had the message a couple of times. Before it was everytime.

2

sugakuga

72 Messages

@wendellcrain​  I’ve moved my base station as well, and it did no good.  I’ve been locked out of my house a few times when I’ve come home, received the message that lock is not responding.  After several attempts lock finally responds and I can get into my house.  Today I’m going to move the wall-mounted keypad ( not the pin pad on exterior of entry door) to see if this does any good. I’m thinking the messages may be transmitted between pin pad and keypad and then to or from base station.  Right now my keypad is in kitchen about 18 feet from entry door and with a wall in between.  I’m doing to move keypad right next to entry door to see if this gets rid of this annoyance and my being locked out several times.  

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2 years ago

davey_d

Community Admin

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5.6K Messages

Unfortunately no, the Smart Lock and PIN Pad both connect directly with the Base Station. So the positioning of the Keypad should have no effect.

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2 years ago

0

lewsterr

43 Messages

4 years ago

I'm having the exact same problem. Customer support walked me through the same troubleshooting steps. They haven't got a clue as to why this is happening.  They are sending me a new lock.

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jodi_4

2 Messages

4 years ago

getting tired of the smart lock not responding problems. I get it fix and it works for a month or two and it has a problem. Iv'e moved the base closer, changed the batteries, etc., etc......Any chance they going to make a fix for this?

1

sugakuga

72 Messages

@jodi_4​  I doubt it.  It seems that SimpliSafe has no clue why this is happening.  It has to be a software code problem.

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2 years ago

bcorcoran21

1 Message

4 years ago

I have been having the same problem! I have two locks. I move the base station to make one "in better range" then the other one doesn't work. Then a day later both aren't responding. Both are within the 25 ft range they have told me they need to be within. (Also, 25 ft is NOT far enough if you have more than 1 lock.)

What is more confusing, the lock will sometimes auto-lock when I set it to Home mode but then say, "not responding"

I have called multiple times, no one has a clue how to fix it.

SimpliSafe Team - you need to figure this out and send a software refresh out.

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ry_2

1 Message

4 years ago

Same issue for me as well.

   It seems to be that the lock does lose connectivity to the base station for periods of time and then will reconnect and work for a while. Moving the base station closer to the lock does help but does not eliminate the problem. It is interesting that the base station never loses connectivity to the door sensor on the door that the lock is attached to. That would indicate to me that it is not a range issue at all.

Since many others are having this same issue, it appears that they have a problem with the lock itself. A new firmware upgrade may help, but I am guessing they will end up having to redesign the lock before it really fixes our problem. I hope they come up with a solution soon. As it is, since you can't depend on the lock working consistently, it makes it all but useless.

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badlarry123

11 Messages

@ry_2​ I’m having same problems & SS speak to me as tho I am the only one having this problem 

no fix & I see so far this has been at least a year & they are not fixing it 

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2 years ago

gregpopp862

1 Message

4 years ago

Has there been a resolution to this problem for anyone yet?

1

sugakuga

72 Messages

@gregpopp862​ Not for me.  There has been NO resolution to this problem.  It is a constant annoyance.  I don't care what SS tells me, I do not trust the lock to be functioning correctly.  

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2 years ago

simplisafe_admin

Community Admin

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535 Messages

4 years ago

Hi all,

While we are always working to improve our products, we do expect the next system update to include fixes for a few issues related to the SimpliSafe Smart Lock. When we do release the next update, we'll make sure to include a post about it here in the forums, so be on the lookout. While we can't say exactly when it'll be released we can tell you that we expect it to be soon!

SimpliSafe Social Team
SimpliSafe Home Security

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sugakuga

72 Messages

@simplisafe_admin​ The update of which you refer did nothing at all to address this problem.  I was sent a new lock as well, yet I still experience the same problem on a very regular basis, often daily.

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2 years ago

SeaSalt

8 Messages

@simplisafe_admin​ so I’m having the problem in May, 2023 with only one of my two locks. Also had a few instances where the lock PIN pad unlocked the door and did NOT disarm the system. - So what’s the status of fixing the problem. Should I file a warranty claim for a defective lock and get a replacement?

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1 year ago

0

davey_d

Community Admin

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5.6K Messages

@SeaSalt​ all of the issues you describe might be symptoms of actual connectivity problems.

Keep in mind that the Smart Locks all need to communicate with the Base Station through the local radio connection. So you'll want to make sure that the Base Station is in a central location, in an open space, and preferably where dense objects (like brick or stone walls, metal appliances, etc.) aren't in the way.

Of course, we would still suggest making sure that your Smart Locks are all on the latest firmware version. You can check if the new one is available by going to the Overview page of the smartphone app. If there's a new version available, you'll see it as a card on that page.

Our Support team can also help with deeper troubleshooting. You can reach them here.

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1 year ago

0

bethdonahue79

10 Messages

3 years ago

I have the same issue after installing a lock. At first I thought the audible warning was coming when arming or disarming the alarm when the lock is not in the position that the system expected it to be. For example, if I come home and disarm, the door unlocks. If I leave the door unlocked and later arm the system for Home, it goes from unlocked to locked with no warning. If, however, I come home and disarm, then manually lock the door, when I go to arm the system later for Home, it's confused about how the door got locked and gives me the warning.

The system works fine, but the audible warning is going to get annoying..

2

sugakuga

72 Messages

@bethdonahue79​  You may be on to something here.  However, I see your post is more than a year old and I am still having this problem.  So, the matter has still not been resolved by SS.

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2 years ago

0

kroz1

1 Message

Has this issue been resolved yet?  I am new to SimpliSafe and it looks like this has been a problem for over 2 years now?

(edited)

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1 year ago

0

bethdonahue79

10 Messages

3 years ago

Customer service had me change all the batteries, reset the base, change out the lock for a new one, etc. No success. My base is in the next room so it's not a distance issue. Also I thought maybe the keypad being outside might have caused it, but moving that didn't help either.

Can Simplisafe please let us know whether they are working on a solution? Not having this issue with other components so must be something with the lock.

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gammowt

11 Messages

3 years ago

I've had the Smartlock now for about two weeks.   The longest period of time it has worked with no error is 4 days.  "Smartlock Not Responding" is the vocal from the base station.  Simply worthless.  I have spent days of my life working with 4 different techs and all to no avail - they do not have a clue but they will have you move the base station, change the batteries, recalibrate, tell you it needs a software update but can't explain why and on it goes.

Yes the techs are all competent, friendly and helpful.  My Fluke says the batteries are good, not replacing those again.  Here is what I find.  If I only use the key fob there is no error, 4 days of error free use.  If I use the keypad or the app on smartphone I get the vocal error from base station.  Now that is worthless if you are leaving home and standing outside the door because you can not hear the base station.  Instead you must stand there, listen for the motor whir, then check the lock to see if it locked.  Not very "Smart" IMHO.

The real issue is not the vocal warning from the base station but about one time in five events the thing does not lock the door.  No warning door is not locked but you do not get "door locked" notification from app on phone.

My physical deadbolt is new, works smoothly, never binds - no mechanical issue at all.  

Well, right now I have the "return label" ready to print but I prefer they make an effort to find the issue.  The smartlock is a nice feature to have in the system.  It may be the best thing is to return the thing and wait to see if they can fix the issue later.

This is a software glitch between the servers and the smartphone app and the base station not synchronizing - my best guess.

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maryjmichael

1 Message

3 years ago

I stumbled across this page when searching for the same issue.  Interestingly, I didn't have this problem since my initial installation of everything about a month ago until I added a new motion sensor (4th motion sensor) in my home today.

After some repeated testing, I can say with confidence that the "Warning, smart lock not responding' only appeared when I added that particular new motion sensor in the app.  Every time I removed that new sensor from my app, the issue just went away after a couple of arming/disarming cycles.

This may be a long shot, but perhaps you can try unpairing devices one by one to see if any particular one is the one causing the issue - like mine did.  I'm going to ask for a replacement to see if that addresses that issue.

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simplisafe_admin

Community Admin

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535 Messages

3 years ago

Hi @maryjmichael,

That certainly is interesting, to say the least. This is an issue that we are still working on and we definitely appreciate you sharing what you've learned from your testing and are sharing this insight with our dev team.

SimpliSafe Social Team
SimpliSafe Home Security

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badlarry123

11 Messages

@simplisafe_admin​ here it is a year later since these comments have been posted  & still no fix, I’ve had all the same problems with no end in sight, I have spoken to 

Derek Tucker
Office of the CEO & Customer Escalations
Your employees are kind & polite & walk you thru steps, but this is annoying, time consuming & I am not getting any help from your company as to a fix for this 

I am spoken to like I am the only going thru this 
~Scott 

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2 years ago

bobburkhardt_1

1 Message

3 years ago

My System starting doing this two days ago after my internet connection was shut down for a few minutes. I haven't tried to fix it yet but start got some time to trouble shoot it. I'm assuming that removing and re-adding the smartlock doesn't fix the issue?

1

sugakuga

72 Messages

@bobburkhardt_1​ Correct, that does not resolve the issue.

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2 years ago

0

bethdonahue79

10 Messages

3 years ago

Removing and re-adding doesn't fix it.

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ricksimplisafe

91 Messages

3 years ago

Had the locks for a year.  This started recently.  Despite the warning, system locks and unlocks the lock with no issue.  So it seems it, but complains anyway.

No added sensors, that's not the cause.

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