Keypad Reset/Dead Keypad

@kiraimorgan​ It may help to reset the Base Station, as doing so reboots the system and will force it to try to reconnect with the Keypad. You can reset the Base Station by following these 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, the Base Station will say "Welcome to SimpliSafe"

If a reset doesn't help, then the problem might be interference, caused by factors in the environment. This could be physical interference, from dense objects literally getting in the way; or wireless interference from other radio devices competing for the same airspace. If they're not addressed, the Keypad may continue having trouble with communicating with the Base Station. In that case, I would recommend bringing the Keypad and Base Station closer together.

This trick worked for the keypad, but then other issues arose. The biggest issue is that we cannot get the garage camera to connect to our base. We’ve talked to the company for hours, we replaced the camera, We even tried a new base, which had its own issues and wouldn’t connect to other elements. So now the outdoor camera is useless to us. I would just like a fully functioning security system. 

@kiraimorgan​ looks like you checked in earlier and were having a totally different issue from what we're talking about in this thread.

On the Base Station side, did you say that replacement unit was having connectivity issues with multiple components? Perhaps in the position where you had it set up was not the best for the wireless communication, which can be blocked by dense physical objects (like stone/brick walls, or metal siding), or impeded by other wireless signals active in the area (like wireless weather stations, or garage door openers).

It might help to move the Base Station to another spot - particularly closer to (but not in front of) a window on the same side as where you want your outdoor camera.

On the camera side, there might be some issues with your WiFi that are getting in the way of connection. Our guide on the Help Center might be able to help there.

Hi Davey,

thank you for your response; I don’t know that this is a totally different issue, but in response to your query, the base station is directly next to our router, so I don’t think that is the connection issue. Additionally, the outdoor camera is located a twenty feet from our router. Unfortunately, we have not had great success with your products. Which is a shame since we have invested so much money in it. 

@kiraimorgan​ We wouldn't recommend putting the Base Station right next to a router. Since the router outputs a wireless signal, it can create interference and decrease the overall signal strength of the Base Station. I would try moving the Base Station about 3-5 feet away from the router to see if that clears up any issues the Base Station is experiencing.

@perrymason​ it definitely wouldn't hurt to try the reset that we describe here, just in case. But yes, your symptoms sound similar.