Sorry to hear that you've been having trouble. You mention that your Keypad says it's "not connected" - do you mean to WiFi? Updating Base Station firmware is supported through WiFi only. If you don't have WiFi at that location, you can try connecting to a hotspot on your phone, or bringing the Base Station and Keypad to a location with WiFi temporarily.
@bradmaddoux for instances like this, best to pick up the phone and call support. BTW, when you do reset the base, do recommend after you unplug it, pull all of the batteries out and wait 3 minutes before inserting.
Please post your outcome here if you get a chance.
Official Response
davey_d
Former Community Admin
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5.7K Messages
Hi @bradmaddoux ,
Sorry to hear that you've been having trouble. You mention that your Keypad says it's "not connected" - do you mean to WiFi? Updating Base Station firmware is supported through WiFi only. If you don't have WiFi at that location, you can try connecting to a hotspot on your phone, or bringing the Base Station and Keypad to a location with WiFi temporarily.
If you're getting the "Keypad Out of Range" error, that's a different thing, and we have a troubleshooting guide for that on the Help Center as well.
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captain11
6.6K Messages
@bradmaddoux for instances like this, best to pick up the phone and call support. BTW, when you do reset the base, do recommend after you unplug it, pull all of the batteries out and wait 3 minutes before inserting.
Please post your outcome here if you get a chance.
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