1 Message
App not connected
Two days… The app is not connecting with Android or iOS. Pulled batteries in base and keypad. Uninstalled and reinstalled the app. No connection with the app…. Turned off the 5ghz on my router so only 2.4ghz was on. Forgot and reinstalled WiFi on keypad.
The base and keypad talk to each other. The sensors all talk to the base. No idea what to do next to get the apps to work.
System updates today.
Keypad version 2.10.6 loader 1.0.0 Hardware 1
Base version 2.10.14 WiFi 2.11.6 Audio 1.6.0
WiFi RSSI -42db
Cell RSSI -61db
Router shows device connected on 2.4ghz band
Official Response
davey_d
Community Admin
•
5.7K Messages
2 years ago
Hi @outlanderNC ,
I heard from our escalation team that you issue is already resolved! Let us know if you run into trouble again.
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davey_d
Community Admin
•
5.7K Messages
2 years ago
Hi @outlanderNC ,
The sensors and Keypad connect to your Base Station through local wireless, while the Base Station connects to the app via WiFi (or the cellular backup, if you are subscribed). So it's really just the WiFi/cell piece that we are troubleshooting here.
But you've also already tried disconnecting and reconnecting your WiFi, and it looks like that was successful. And you've tried logging into the SimpliSafe app on at least two different devices - so it's not an app version or a login issue.
I'm thinking that the problem is instead with your account, on our side. So we'll need to refer you to our Support team. I've gone ahead and requested an escalation, and hopefully we'll get this figured out soon!
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matthew_0faed4
1 Message
2 years ago
@davey_d Having same issue. Base was set up and recognizes all door and window sensors but cannot use app to connect cameras. Acts as though the system was not set up yet and not connecting to any cameras. Please help.
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brittanyraffa
1 Message
2 years ago
Hi - I am also having the same issue. all of the sensors are speaking to the base and the keypad but I can't get anything connected to the app. I have tried reconnecting wifi multiple times and deleting and reuploading the app. Please advise how to fix.
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ecaswell32
1 Message
2 years ago
I am having this same problem.
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