Alarm System Firmware 2.15 (February 2024)

@kbinsd​ Resetting your Base Station might help push this firmware update through. To perform a reset, take the following steps:

1. Unplug the power cord from the Base Station and use a Phillips Head screwdriver to remove the screw below the plug
2. Remove the bottom cover and remove one battery from the Base Station
3. Wait 30 seconds
4. Reassemble the Base Station by inserting the battery, cover, and the power cord
5. When powered up after the reset, you will hear the Base Station say, “Welcome to SimpliSafe"

But if you continue to run into this problem after resetting the Base Station, I would recommend contacting our Support team for some additional, real time assistance.

I reset my Base Station like you described, and it still would not work. However, after the reset my app showed that an update was available. The first try failed, but I tried again and left my phone closer to both the Keypad and the Base Station, and it updated the Base Station to 2.15.8.0. However, it tried to update the Keypad's software and the system said something that I didn't quite hear, and I went to the Keypad and it was just cycling through the Off -- Home -- Away lights on the buttons, and now it won't work. (EDIT: now it looks OK -- does it cycle through those lights while updating the Keypad?)

@rovipq​ the changes made to the firmware shouldn't have been able to impact the range of the sensors.

Could anything else have changed in your home? For example, did you recently set up another wireless device in the same room (wireless weather station, WiFi router, garage door opener, etc.)? Or have you moved around any furniture or appliances that could now be blocking the signal to the Base Station?

We might need to troubleshoot further to get to the bottom of this.

@kiptron33​ I am very happy with my system, only one half-serious glitch, that I can easily live with until it's (hopefully) fixed.  I really can't understand the issues some have (but clearly only a very few customers experience contract-ending issues).  For the record, I have no affiliation with SimpliSafe, save as a generally satisfied customer.

@Streaky​ 2nd that, and add dozens of other customers, including 6 family members. If they were not happy, I can assure everyone I would hear about it, quickly!

@dlpsr​ when you consider there are over 4 million Simplisafe customers and that number grows each year, not a bad track record...that is unless you are one of the few that have significant issues, and I get that.  My two outdoor cameras are still rock solid (both on AC as you know) and when I had the Active Guard for a few weeks to try it, work very well and effectively.  (Downgraded back to Core until SS modifies the siren setup for general alarms).  SS does need to do a much better job to resolve the customers with significant issues, possibly setting up a separate team...and address the low hanging fruit like their 3rd party company that keeps messing up the Visa referral cards!

@captain11​ I had a long rant going, finger above the post button, when it works, lol. Changed my mind, waste of my time.

Waiting on CEO escalations department to respond or not, as they so choose.

Proceed as found necessary after that.

@dlpsr​ I have just two outside cameras, both battery-powered.  Rock solid.  I also have four indoor cameras in outside housings and these are rock solid too.  The two indoor cameras (indoors) also perform essentially flawlessly, as do the motion sensors and entry sensors (except one, more later).  I run a mesh network, with cameras connecting to designated nodes (at 2.4GHz) and not roaming.

The entry sensor issue is that they do not reliably indicate "closed" after being opened.  This affects four (out of five) sensors very occasionally, but one continually; and it's the one where I want to know it's closed.  It reports (Secret alert) "open" every time it is opened - even when it was already showing as 'open', despite being closed!  SS provided two sensors as replacements, and I demonstrated exactly the same behaviour with them 6" from the base station.  Weird, eh?  But I can live with it.