7 Messages
Smart Lock not responding warning
For a while my smart lock was going offline every few weeks. I'd then have to remove it from the system and add it back in, only for it to happen again. I spoke to support and was even sent a new base at one point. After a system update the issue cleared up, but now I have another problem with the smartlock.
Just did an update the other day and now the base keeps telling me "warning, smart lock not responding".
Problem is….. It IS responding and working fine. I can hand turn it, I can see it in the app, app says it's online, I can control it on the app, and when I arm or disarm it locks and unlocks as it should.
But the base keeps telling me it's not responding. Sometimes when I arm the system it will tell me it's not responding 2 or even 3 times in a row. But it is responding and working fine.
It's quite annoying. Reboots don't help.
Why is it doing this? Please fix.
SimpliSafe_Jordan
Community Admin
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137 Messages
Hey @pc2k17 It sounds a lot like a medium to low signal strength to the Base Station. Your major contributions for a low signal are distance between the Base and a device, interference both physical and signal, and faulty equipment.
My recommendation would be to call in and first ask exactly what your signal readings are showing on the tech's end to get a good baseline. If you've had two separate Base Stations (assuming placed in the same spot) and the issue is persisting, that would point towards the issue not being the Base Station itself because if it was, you would be having much more consistent issues across multiple sensors.
Please let me know what they say after you get more details. I'm happy to help where I can!
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pc2k17
7 Messages
I've been with SimpliSafe for 11 years. Started on the very first SS system that was out and was upgraded for free in 2020 to the new system.
-I have 30 SimpliSafe devices.
-The base station is in the same spot it has always been for 11 years.
-I've had the smart lock for 5 years.
-On the same door as the smart lock I have an open/close sensor, the smart lock number pad, and 3 inches away from the door is the Keypad. None of them ever go offline or say not responding, only the smartlock has the issue.
-The base station is about 15 feet away and no walls in the way to block the line of sight.
-When it says not responding I immediately open the app and it says it's online and I can control the lock fine, it is NOT not responding, it is working fine.
-Last calibration was 9/17/25
-If I pull the battery on the smartlock and put it back in the issue goes away for a few hours or a few days then eventually comes back.
-The base was replaced years ago and that fixed the issue until after a few updates the issue came back again, then was fixed with updates, then came back after updates, etc.
-No other simplisafe devices give me any issue with not responding warnings.
-I even have open/close sensors outside that door in the garage on other doors and windows along with glass break sensors that are much farther away and blocked by several walls, yet they never have a problem.
The problem is not with the placement of the base. The lock works fine, it's just the SS base thinking the lock is not responding when it is responding just fine. Sometimes it'll go days without giving me the warning, sometimes hours. This all started again after the recent update that was pushed. The last time this happened (last year I think), I eventually had to remove the smart lock and add it back because the base station said it was offline but I could still control it.
I have no idea when I'll have time to call.
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