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carmaro44

7 Messages

Saturday, February 22nd, 2020 5:11 PM

Smart Lock Not Responding

I have two Smart Locks for less than a month. For the most part they work fine. However, about 1-2 times per week when arming the system from either one of the two keypads or the iPhone app I get an error announced on the base station "Smart Lock Not Responding". It does not say which smart lock is having trouble. If I open the app, both correctly show the state of the lock at that time. If I manually lock/unlock or unlock/lock both at the door it seems to fix it. Both locks are less than 20 feet from the base station with no obstructions between them. Here are my questions:

1. What causes the Smart Lock Not Responding message? The only Help search turns up advice for 'Sensor not responding" but nothing specific for the smart lock.
2. How can I find out which lock is causing the problem?
3. Where is a log of errors? They are not appearing in the Timeline. When this happens there is nothing in the app that shows there is a problem at all.
4. The locks are about a month old. Is it possible that one or both have bad batteries?

Thanks in advance,
Rich

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Updated 

2 months ago

1.1K

14

coltmaster1

2.8K Messages

4 years ago

If it isn't a range issue, it definitely could be batteries need changing (many "not responding" errors are battery problems, other issues could be too far from the base station, or defective).  Beyond that, call SS for troubleshooting.

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ricksimplisafe

91 Messages

4 years ago

It's not a range or a battery issue.  I get this a few times a week.  Right after it says it's not responding I can lock or unlock it with the app, which means it is responding...

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carmaro44

7 Messages

4 years ago

I changed batteries in the lock body, still happens.  Does the exterior keypad connect to the base station directly or though the lock body?  I need to order some batteries for the exterior pad - those are 2450 3V Lithium Coin Batteries

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megane

5 Messages

4 years ago

I suddenly started having this issue a few days ago! i've had other issues as well and this is making us want to send the whole system back and get a different one but i love this one. the customer service has not seemed very knowledgable about these issues so i am glad to see on here that i'm not the only one with these issues!! I'm about to spend all afternoon on the phone with them trying to figure it out.

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clintcunningham

1 Message

4 years ago

Mine is brand-new and have everything 20 feet away and this is happening. Is there any resolution?

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robxmas

1 Message

I am also having the same issue. Talked with the customer service many times and even had one replaced. Now the issue I'm having is that the key pad won't respond and unlock. Not only that, but my manual key won't unlock the door so I'm locked out of my own garage. I'm glad they have such good customer service because if they didnt i'd be gone. Someone please fix this!

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4 years ago

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dragomirmijic

2 Messages

4 years ago

Same issue here. Just got a new system last week.

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niquon

12 Messages

4 years ago

Let's all strap in for the long haul, unfortunately in my experience SS are awful about addressing issues like this, I'm not holding my breath...

Same issue, brand new locks, both report this annoying message when I arm / disarm even though they seem to work just fine.

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usmaak

336 Messages

4 years ago

They sent me a new base station, but if it is an issue for others, I don't want to go through the trouble of redoing my now pretty large system.  I'll just slap the return label on the box with the new base and send it back.  Sigh.

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niquon

12 Messages

4 years ago

As in they told you a new base is the fix for this issue?? Seems crazy and I agree annoying to have to redo everything. @Simplisafe get it together

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usmaak

336 Messages

4 years ago

It is something that they wanted to try because they have no clue about what's causing it.

As with every tech company on the planet, they've never heard of this problem before and I'm the only one who's ever reported it.  If I had a dollar for every time I've heard that about various issues.  They've never heard of any issues.  And I'm not singling Simplisafe out.  They're all guilty of it.

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mike1517

3 Messages

4 years ago

I am also having this issue. Every time I armed the system, Simplisafe lady would say "Smart Lock not responding.' Because the lock is clearly is responding, I just turned off my base station voice prompts in General Settings in the app. Maybe one of these days I'll call Support to work through this, but probably not worth the time.

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niquon

12 Messages

4 years ago

I have been through many calls with support, they replaced my base and all of my locks and yet it's still happening. If you call it should just be to ask them to please send this to someone who can actually fix it (ie the software folks). Frustrating!

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asabatino88

1 Message

4 years ago

Same issue - new smart lock does this when arming to home. Doesn't seem to actually have a negative impact despite the annoying audio cue from the base station.

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linderskarate

2 Messages

2 years ago

Having the same problem in Sept. 2022 has this been addressed by SS?

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davey_d

Community Admin

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5.5K Messages

@linderskarate​ Smart Lock Firmware 1.4 is in the process of rolling out with performance improvements. Please check your SimpliSafe app. If an update is available for your device, you'll see it in the Overview page.

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2 years ago

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redlineser

2 Messages

@linderskarate​ 

Jan 2023 here, can and will confirm issue remains.  My issue mirrors everyone else's on this thread including the SS technicians troubleshooting methods.  

Synopsis:

Installed smart lock around summer of 2022.  Issue began about a week after installation; off and on the message would announce.  After about a month of this intermittent issue, decided to contact SS. 

After some basic troubleshooting with tech support, ie: moving the base station closer (>10ft to the smart lock), resetting smart lock, etc, was advised to replace smart lock. During the troubleshooting, was informed that all the smart locks were  pulled from vendors and firmware upgraded.  Received new and replaced.  Issue remained.

Next technician advised to replace base station, stating it was an "easy" replacement as all the sensors would transfer over to the new base station from the app. NOPE.  Had to reinstalled ALL sensors in the house; would advise NOT going this route if you have a big system and sensors/cameras are not easily accessible, even if the tech advises this as I spent about 3 hours with tech support, now replacing my base station, in order to troubleshoot my smart lock issue, along with other issues that now popped up due to the base station replacement (technician had me disassemble the old base station, remove the cellular module and install in new replacement unit, only to find out the module didn't fit, and why was a new base station sent with an obsolete module, camera issues with new base station, etc) and the issue REMAINED!

I was then advised that my metal framed french door may the the culprit as the interference between the smart lock and base station.  Yeah.  No.  Highly unlikely and I am not going to replace my doors in order to try to troubleshoot this issue.

I've probably spent about 4-5 hours on the phone with SS tech support troubleshooting this issue.  While the technicians were polite and tried to be helpful; SS's engineering group needs to step up and resolve it! 

Apparently its this issue has been on going since the smart lock's initial release in 2019.  It is now 2023, going on 4 years after release.  Let's get it together Simplisafe.  Let's get it together....

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2 years ago

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Ea333525

5 Messages

Same issue here. My lock just stopped working. Tried to calibrate but it said it couldn’t. I was on the phone with SS for 2 hrs with nothing working. This lock is too expensive for it to not work. They wouldn’t send me a new one because they said they couldn’t find the “order”. WTF. They can see the serial number of the lock on their end…. Time to move on from SS I guess. They know this is a common issue. 

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2 months ago

0

emily_s

Community Admin

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3K Messages

@Ea333525​ I'm sorry to hear about all of this trouble. I've forwarded your case details to our Specialist team—a senior specialist will reach out to you soon to help, so keep an ear out for their call.

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2 months ago

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