System Firmware 2.8 (June 2022)

@jgould1981​ That's new to me. So it might be something specific to your system that is happening.

Is it when an alarm is triggered, or just whenever, say, you open a door, and the Base Station chimes?

Of course, I would recommend installing this latest Firmware as soon as it's available on your system. That will clear out the old firmware, if that was the problem.

Just wanted to chime in that I'm having the same problem as @jgould1981 .

My keypad will randomly reboot when a door sensor is opened - no alarm, just opened.

Not sure if this firmware update fixed it - just installed now.

@davey_d​ I also want to chime in that I’m having the same issue as @jgould1981

It’s not very frequent but does happen every so often. I’m not sure if the new firmware fixes it but can report back if I continue seeing the issue. 

I just wanted to say I have also noticed this about my keypad. Doesn't seem to be much of an issue but it is odd.

@Loving_Awareness​ have you already installed Firmware 2.8? I'm curious if this weird Keypad issue is also resolved for you after that.

@Brianb​ sorry to hear that you've been having trouble. Our cameras have a separate firmware stream. For example, the latest Outdoor Camera firmware is 1.7, and more are on the way.

Davey:

Thanks for answering, but "more are on the way" doesn't help. 

I work in a related field and I would be fired in a nanosecond if I failed to address a critical issue impacting a paying customer.  I realize you personally are not one of the Software Devs, but lets address this as a customer service isssue.

1. Customer purchases equipment and signs up for a paid service that promises a certain level of fuctionality.

2. Device Hardware/firmware fails to provide the promised functionality. Since the functionlity involves safety/security this would infer that the issue should receive critical attention.

3. Months go by with no fix, Simplisafe continues to bill customer's for a service that is not being provided. 

4. The customer is pleased with the service of the "other" components, but feels that Simplisafe (excuse the pun) simply doesn't care about their own IP camera's. This places the customer in a dilemma; does he scrap the entire system and lose his investment, cancel live monitoring and live with the flawed system,  or does he continue to pour money in the toilet and pin hopes that some future firmware release will address the problem?

Davey, please think about the above, especially #4.  If you were the end consumer, what would you do?

I hear you, and I fully understand. I mostly wanted to clarify (especially for others coming to this thread) that the cameras have a different firmware process. The last one did bring some improvements - especially for those who were seeing a battery drain issue. But our engineers are very aware that there's still a lot of work to go. 

I am not able to provide any further info on the next firmware updates, but as soon as I can, I will share with the Community.

Davey, so what do we, the customers, do in the meantime? I’m not trying to be snarky, and you do seem like a good guy,  but the cameras are non functional from a security perspective, they are just expensive toys. 

I realize I’m getting redundant at this point, but I have $1500 tied up in cams, and continue to  pay for a premium service that only benefits if the cameras are working. 

I (we) need something more than ‘we are working on it ‘ with no resolution date. Will SimpliSafe buy back all my cams, solar panels,and  power extensions kits ?   At this point I need to move forward with purchasing my own NVR and IP cams. 

@davey_d I'm in the exact same boat as @Brianb 

Moved into a new house, spent a bunch of money on SS system based on professional reviewers, and have spent prob 20-30 hours on phone troubleshooting every SS camera (esp doorbell and outdoor ones). Have had numerous times been told by customer support via email (btw, all of their emails arrive in my inbox as from "Dave from Simplisafe", I don't know if that's supposed to be you or not Davey_d) that my request would be "escalated" and senior tech support would get in touch, but been over 1-2 months now and no contact. Kept wondering if I should return the whole system and jump ship, but too many other renovation projects going on and just let it slide and now past return window.

Feel like we should copy/paste some emails to the professional reviewers like Wirecutter to update all their positive reviews of SS and mention that no one for whom cameras are important should get it. I don't think anyone can really in good conscience recommend SS for cameras at this point given how many threads there are echoing the same problems, and if some of these reviewers were aware and mentioned the problems in their reviews I would never have touched SS and would've gone w Ring or something else. Feels like SS just rushed these cams out to capture some market share and they're just not really reliable or trustworthy unfortunately. It's actually worse than the first Gen Ring doorbell that came out what, like 7-8+ years ago?

@gdfaini​ funnily enough, I hadn't heard about it myself, until users started mentioning it in this thread.

Was the update to 2.8 able to fix it for you?

@Scottf​ that might be a different thing. You'll know that the Keypad rebooted by the SimpliSafe logo appearing for several seconds.

Have you already installed this latest firmware update?

@robear​ I have the same issue.  They sent me a new base station and issue continues.  There is something wrong here -- have had simplisafe for years and never had this problem.  System falls on and off Wi-Fi throughout the day.  When I've called support, it's as if they have never heard of this problem.  Weird. 

You know, at least you can get v2.8.2.  I'm still stuck on the v1.x.x firmware and can't even get updated to the previous update (v2.6).  And yes, I've been sent new base stations twice and still no v2.6. firmware.  I don't foresee getting on v2.8.2 anytime soon (if ever).

Best of luck to you (us) all.

@py0719​ I see that you're still having this issue. Remind me, have you already tried connecting to a different WiFi network? Since you've already been sent multiple replacement Base Stations, the WiFi network would be what they have in common - there might be something in the settings or security protocols preventing the firmware from coming through.

So trying a different WiFi entirely network might help, even if it's just a WiFi hotspot on your phone. Once the update is done, you can put the Base Station back on your regular home WiFi.

But if you've already tried the above, let me know. I'll put you in touch with a technical specialist.

@kennedy1498​ Smart Lock support was added back back in Base Station firmware version 1.4, so you should actually be all set in that regard. Though I would still recommend updating to this latest version (2.8).

Before you get started, you'll want to connect your Base Station to your home/location's WiFi. Our Help Center article here can guide you through the process.

But to update the Smart Lock itself is a different process. That is done through the SimpliSafe app. To get started, head over to the Overview page. The Update Card will take you through the steps.

(Note: The Smart Lock update process uses the Bluetooth connection on your phone. So you want to have that enabled, and make sure that your phone stays close during the whole process).

@michael36 we don't have that right now.

But I can tell you that the Keypad and the Base Station should always have the same major and minor version number - e.g. If your Base Station is at 2.8.x, your Keypad should also be at 2.8.x.

In terms of which Base Station firmware versions added support for which components:

• Smart Lock: Support added in firmware 1.4, but the latest update does require firmware 2.5
• Outdoor Camera: Requires Firmware 2.3

All other components have no firmware requirements.