"Smart Lock not responding' audible warning

@Gsdean​,

Are you saying you've already tried everything that OP has? Including a replacement Smart Lock? It would be helpful to know what troubleshooting steps you've already tried so we can narrow down the cause.

Yea tried everything in the thread. My guess is that SS is limiting each base station to 2 smart locks. 

Thanks for the info. We don't have a set limit - apart from the 99 component limit total.

So you have 3 total, and two so far are working fine?

That’s correct, I have 4 total only 2 work

Where are all those Smart Locks located - both in relation to the Base Station, and each other? And what's in between each one? It might help to troubleshoot wireless interference and other environmental factors.

@davepantel​ idk 🤷if it’s a return thing because I get the error message from opening the App, seems to be only when arming & disarming from the App & App only 

@badlarry123​    I agree.  I get the "door lock not responding message" only when I arm or disarm from the app.  If I use the keypad I never get this error message.  I think SimpliSafe doesn't care and thinks we can all get off our butts and go to the keypad.  However, this defeats the purpose of having an app, and it's my business if I want to sit on my butt and use the app.  They need to fix this.  It's been years.  I suggest they hire new people that have skill.

@sugakuga , the Smart Lock is a surprisingly complex kit, so it's not just a matter of fixing one thing. But our engineers continue to be hard at work on optimizing performance. Speaking of which, if you could remind me - has your Smart Lock already been updated to the latest firmware? You would need to do so through the app. That update is intended to address some of what you're having trouble with.

@davepantel​   I only get this annoying message via the app.  If I arm and disarm on the keypad I never get this message. I’ve also been locked out of my house about 3 times if I armed with the app.  When I enter my e try code on the pad mounted on my door I could hear the base station saying door lock not responding.  SS knows about this problem since people have been complaining here for at least 2 years. Nothing is done. SS doesn’t care as long as they get our subscription payment every month.  Honestly, they do . . . not . . . care. 

i received a new base station and we upgraded firmware on it and one of my smart locks and things seem to be way better now. Maybe I found the sweet spot but I no longer get so many errors.

I don’t believe the smart lock has anything to do with wifi coverage in the home so I am perplexed as to why that would be provided.

Also- the ap or base firmware clearly has been recently improved to reduce nuisance “not connected” errors.

@jtjordan that's great news, and exactly what we were aiming for, for those updates!

@badlarry123​    Mine does this about 50% of the time . . . IF I arm or disable alarm from the app.  If I get off my butt and go to the keypad to arm or disarm my alarm I never receive the message that door lock is not responding.  Something with the app needs to be fixed, but so far, after at least two years, SimpliSafe either doesn't care or they don't have the skill to fix the app issue . . . or both.

@hamzaansari​ nope, nothing, SS hasnt done anything to help me, as for the audible, I have turned off so I don’t have to listen to it every time I arm/disarm the system, a case has been opened & someone was assigned to this problem but it’s been over a month & no one from SS has ever reached out to me 

I’m probably gonna end giving it away from the lack of help & try another system 

SS system is weak & unstable at best & I won’t ever recommend it anyone 

@badlarry123​    SimpliSafe either doesn't care or they don't have the skill to fix this . . . or both.

@tnfisher256d​   Yes, it locks, but I’ve been locked out 3 times while I listen to the base station right inside my door chant Warning. Smart lock not responding.”  That sort of sucks!

@badlarry123​   Hahaha on all of us. It’s a joke. SS has amateurs on staff proven by the fact that they cannot fix this years old problem. There’s also a huge problem starting to happen with their new and expensive outdoor camera. From SimpliSafe?  Utter silence. Not a peep from them. Their reputation is spiraling down fast. 

@kdoggett​ our sincerest apologies for this experience. Have you already tried resetting your Smart Lock? Here are the instructions on the Help Center.

Another important step is to update your Smart Lock to the latest firmware. A new version was just rolled out to all users recently, which performance improvements that could help your exact situation. Please check your SimpliSafe app for a notification when you get the chance.

My lock would not update. It stayed in the 2 minutes left stage for over an hour. Who pays for my time in this?

@Rev_Guy​ sorry to hear about your experience. Yes, the latest Smart Lock update is designed to correct performance issues like you're describing. Have you already been in touch with our Support team recently at 800-548-9508? A replacement Smart Lock might be the next step, if you've not tried one already.

Hi @carl_w​, 

Have you tried resetting your Smart Lock yet? You can find the steps for that by clicking here. If you are still having trouble after that, it would be best to speak with our Support Team. You can contact them with the details found here. 

@dvonhaag​ the warning "Smart Lock not responding" could be caused by any issue that affects communication. So we do want to thoroughly troubleshoot to get to the bottom of it. Have you already been working with our Support team? We can take you through it step by step.

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. 

@jdh415s​ I'm really sorry to hear about your experience. You mention having trouble with updating - were you able to get it done? We have the full process step by step right here.

But if you like, I can also put you in touch with our Specialist team, for more in-depth troubleshooting.

Thanks for checking in! When was the last time that you've updated the Smart Lock itself? It has its own separate process, so it's important to make sure that's taken care of. You can learn more about it here.

If the issue persists after the latest update, and if you've already done the 

typical troubleshooting for wireless connectivity (checking for sources of interference), then the next step is a replacement Smart Lock. Our Support team can help with that!