‎Smart Lock Not responding error via base station, but lock works fine | SimpliSafe Support Home
 
undeleted's profile

Wednesday, June 21st, 2023 1:05 AM

Smart Lock Not responding error via base station, but lock works fine

About half the time we set the alarm we get a voice response that one of the locks is not responding, even tho the lock just locked itself fine. Been going on a couple months or so. Anyone else seeing this?

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8 months ago

Hi @undeleted, 

It appears that your Smart Lock is having trouble communicating to the Base Station. How far apart are the two devices? Are there any dense obstacles between them - like a brick wall or storm door? I would also check to make sure that your Smart Lock is updated with the latest firmware. 

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@emily_s​  They are in the same room, maybe 15 feet apart with no obstructions. I've had the locks for a couple of years and they were fine up until recently. Base station is in the same place its always been. Like I said, the lock always locks or unlocks 100% of the time, but sometimes I get a message saying its not responding. It's as if the base station does not wait long enough to receive the command that it locked ok.

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2.4K Messages

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10 Points

@undeleted​ Thank you for that confirmation! I would also try resetting the Smart Lock. To do this, slide open the front cover and press and hold on the pairing button above the batteries for 20 seconds.

If your Base Station continues to announce that error message after the reset, I would reach out to our Support team for some live troubleshooting.

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