6 Messages
"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. |
Gsdean
4 Messages
3 years ago
Same issue, simply does not work.
(edited)
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davepantel
2 Messages
3 years ago
Same issue. Base station is in the same room as the smart lock. Base station seems to be able to send lock/unlock command fine but possibly not getting the return verification due to a delay. The entry sensor on the same door never has a problem that its not connected. Batteries test fine and I just purchased the system and smart lock 2 days ago but already getting the voice warning about smart lock not connected
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badlarry123
11 Messages
3 years ago
This base station audible - smart lock not communicating problem dates back a year according to the posts in here & SS doesn’t have a fix for it
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badlarry123
11 Messages
3 years ago
Same exact problem going on here
I am curious, did you buy your system from the company or retail store ??
did you purchase it all together or buy locks separately ??
I have been working & researching this communication error with -
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hamzaansari
1 Message
3 years ago
Is there an update on this? My smart locks had been functioning without issue until tonight. I'm getting the same audible error from the announcer lady in the base station and the lock isn't responding. I tried using the keypad to see if that still works. Fortunately it doesn't otherwise SS would have bigger problems. I have two locks. The other one is working fine. The comments here are not very encouraging.
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tnfisher256d
1 Message
3 years ago
On my third lock. Still have the same problem as everyone else. I arm my system to home before i go to bed. It says alarm in home mode, then says smart lock not responding. I just ignore it. I know my lock is locked.
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badlarry123
11 Messages
3 years ago
I was told by SS that my case or problem was assigned to a specialist to help resolve this but it’s been many months & no one from this company has ever called back, I am currently turned off my audible settings so I don’t have to listen to it
I’m thinking about dumping SS and try something else 2 thumbs down 👎 👎 for this company
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jtjordan
35 Messages
3 years ago
I'm having much less trouble after recent software and firmware updates. I don't use the audible voice though so can not confirm if that is still an issue.
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kdoggett
1 Message
3 years ago
I have replaced base station and doorbell and now have same issue with smart lock in this thread. I have talked to support so many times, its crazy. My wife thinks it is hilarious because she told me to get ADT so this exact scenario would not happen.
Yesterday, the women across the street asked me about smart locks and I told her to never buy any SimpliSafe products and tell everyone she knows to stay away from SimpliSafe.
So disappointed.
3
Rev_Guy
1 Message
3 years ago
I've been experiencing this issue for about two years. Support calls required resetting the lock several times and too much of my personal time so I gave up (they were always personable & understanding.) I can follow the instructions on this support site without a problem and don't really need support to walk me through the process just for the same results I can get on my own. Sometimes, if I removed and re-added it and recalibrated it enough times, it would stop giving me the error for a day or two, but then it starts all over again. For what we spent on the system and monitoring, this is ridiculous.
I just installed the latest keypad and the smartlock updates with the hope that it would resolve the issue. Unfortunately, it's worse. Now the lock fails to calibrate at all according to the keypad (even though it unlocks, locks, and re-unlocks just like during a successful calibration.)
This lock was not a finished product. It should never have been released in this condition.
I am researching competing products even though I will have to layout additional upfront costs becasue I'm pretty unhapy with this solution and I want a consolidated home security solution.
1
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carl_w
1 Message
3 years ago
I've been having the smart lock not responding issue since I've owned them for a little over a year now but the locks 90% of the time would function fine. Two updates ago the warning went away. With this latest firmware update the second it was done I was back to not responding. Not to mention now the locks DON'T lock or unlock 90% of the time.
1
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ldhall1970lhf
1 Message
2 years ago
I have nothing but trouble with the smartlock. They have replaced it 3x, sent me a new base station and key pad. Just called today with same issue again. I think I'm just going to have them give me my money back and get something else!
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dvonhaag
1 Message
2 years ago
Incredibly disappointing to come here now with the same issues happening to me only to see it has been happening for years and still no resolution! I guess I have no choice but to go with another company's product.
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jdh415s
1 Message
2 years ago
Just chiming in to say I've had the not responding message for a couple of years now too. I have three locks so it tells me every time I arm all three are not responding. I've called support a few times but they are clueless when it comes to locks. They don't even know the correct way to update them. I've tried replacement locks but that didn't help. I've used SS for years but this has really soured me on this system. I'm on the verge of ripping out the whole system because at this point "not responding" just feels like the system is mocking me.
1
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aflamson
1 Message
2 years ago
Any updates on this issue? We've been having this problem most of the time we've had our 8 month old system. We've tried all the things - moving the base station, downloading updates, changing batteries, uninstalling and reinstalling, etc. I had SS years ago and loved it and talked my husband into moving to it when we moved 8 months ago. I'm starting to look like a fool... it's also created a sad side effect like the boy who cried wolf. Everyone is so used to hearing the warning that I'm worried we'll now ignore any real warning the system were to give.
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