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j_simplisafe_user's profile

Monday, July 3rd, 2023 5:12 PM

Smart Lock trouble

I’ve had issues with my lock for several months now. My lock gives error messages through the base station when setting the alarm and I through the app. I have done everything from resetting my devices, updating software, replacing my base station, and replacing my lock. Nothing has worked. I’m at the point that I’m looking at alternative alarm systems.

This post was created from this comment on different post

Community Admin

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5.5K Messages

1 year ago

Hi @j_simplisafe_user ,

What error messages are you seeing for your Smart Lock? If you're getting a "Not Responding" for example, that's a sign that there's something interfering with the wireless connection between your Smart Lock and Base Station. Resets and replacements wouldn't necessarily fix that, unless the underlying cause of the interference in the environment is addressed.

By interference, we mean that something is literally in the way of the wireless link. That could be a physical block, caused by dense objects like heavy appliances or thick walls (metal, stone or brick, etc.). In that case, we would suggest moving the Base Station so the offending material is no longer in between.

Or it could be caused by other wireless devices communicating in the same area - which could drown out the SimpliSafe signal. We're looking for anything that communicates in similar frequencies - like garage door openers, wireless weather stations, or some types of smart switches and bulbs. If possible, you want to keep those devices further away from your SimpliSafe components, or even change their frequency.

If you've already tried all of the above, I can put you in touch with a Specialist, so we can troubleshoot one more time and get this resolved once and for all.

1 year ago

Davey,

I periodically get messages through the base station and / or the app that the lock is not responding. Either way, the lock seems to work by way of locking and unlocking the lock from my app if my phone is on the same network, the lock’s keypad, or arming the alarm from the alarm system keypad. 

The main issues I am having, besides the annoying errors, is that if I am not on the same network, I am not always able to control the lock from my phone. I also have had several situations that the lock keypad, my phone, and a physical key cannot unlock the lock. I have to lock the lock that is already locked from the lock’s keypad and then I can unlock the door. 

The keypad, base station, and lock are all within 20 feet and all have direct line of sight. There are no other wireless devices between them. The security system is on a dedicated 2.4 ghz network.

Community Admin

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5.5K Messages

@j_simplisafe_user​ this is very unusual. It shouldn't matter what network your phone is connected on, because that doesn't change how the Smart Lock is connected.

In the second paragraph, you do mention symptoms that sound like what we call Smart Lock jamming. It might help to re-calibrate the unit, which will reset its proper locked and unlocked positions. You can do so through the Keypad under Menu > Devices > [your Smart Lock] > Re-Calibrate.

But the next step after that, if you continue to have issues, may be a replacement unit. I can still put you in touch with a specialist for further troubleshooting steps.

I have recalibrated the lock many times with no change. I have also had my base unit and lock replaced within the last month. 

(edited)

I tried something new, and so far it is working. I removed the door sensor from being synced with the lock. Is this a known issue?

Community Admin

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2.9K Messages

@j_simplisafe_user​ There is currently no known issues regarding the Smart Lock losing functionality while synced to an Entry Sensor. Your lock should function as normal with it synced. I've gone ahead and forwarded your case to our specialist team so we can get to the bottom of this.

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