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cornholio

128 Messages

Key Pad/App issues

If you look at the attached pics, you will see that the keypad shows WIFI connected, then none and cell is disconnected.  On the app, all is well. This is with firmware V 2.19.6.0.   This never occurred with V 2.17.x.  Please, don't tell me to call support, I already know the script and have removed batteries from both the base and keypad.

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SimpliSafe_Jordan

Community Admin

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187 Messages

Hey Cornholio, thanks for bringing this to our attention. I can see exactly what you mean in regards to the keypad showing disconnected from the network(s) despite you being connected and that you've already attempted to power cycle the device.

Two questions: when you did the power cycle, did you do the full three minutes upon power cycling, and have you attempted to remove the keypad from the system and add it back yet? 

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cornholio

128 Messages

Haven't tried to remove the keypad yet.  Will do in a few minutes.   I'll remove the batteries from the base and key pad again it if removing and adding the key pad doesn't work.

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cornholio

128 Messages

I removed the batteries from the base station and key pad.  Also removed and added the key pad back.  There was no change on the keypad.  In the app all is good with the base/camera wifi and the camera works.

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cornholio

128 Messages

@SimpliSafe_Jordan​ Is there any solution to this problem?

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SimpliSafe_Jordan

Community Admin

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187 Messages

Thanks you for giving that a try @cornholio​! This isn't a widespread issue to where it's officially on the “to-do list", but this could be the start for us, so thank you for bringing this to our attention. I've escalated this to the engineering and escalations team to investigate. Keep an eye on your SimpliSafe email because they will be reaching out early next week to discuss this more with you, and we can post the findings here for the rest of the community as well.

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cornholio

128 Messages

@SimpliSafe_Jordan    Thank you for the reply.  Very strange since the system and camera work.  Just happened with the 2.19.6.0 firmware.

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