new wifi router

@davey_d​ hi this did not work my SimpliSafe just cannot find another network and is still linked to my old router …. Please help

@jouwad When you try to connect your Base Station to your new Wi-Fi network, do you see an error message on the Keypad and/or SimpliSafe app?

Also, does your new network align with our system's requirements? In order to connect, the SimpliSafe system requires a network that:

• Broadcasts at 2.4GHz
• The network name and password cannot exceed 31 characters each
• The network must be configured to WPA2 or WPA2/3 Mixed Mode

Yes

I’m having the same issue. How do I resolve it?

trying to connect my base to a new router usig iPhone ... it just searches for network but willnot connect

@cgraff1950​   Don’t use a phone to connect, use a computer wired by Ethernet to your router to find the devices on the network.  If your router supports VLANs do that and you can separate and have different networks for different devices, or can make a network for IOT devices.   Just did this myself recently with no issues connecting. I put the Base and Cameras on separate networks.  Works fine.

@jhopson in the SimpliSafe mobile app, if you go to My System > Base Station Settings > WiFi Network is your system able to find your new network? 

If the system cannot find it, I would recommend resetting your Base Station by taking the following 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"

Then, try connecting your system to your network again.

The answers aren’t addressing the issue, I also don’t have a WiFi option at this location in the app. I can set alarm duration, replace the device, etc, no WiFi options and I just got a new network installed!

@mandaleigh183 you should see the option to connect the Base Station to WiFi in the mobile app by going to My System > Base Station settings > WiFi Network. 

But also, do you happen to know if you have an Original SimpliSafe system? The Original SimpliSafe only has a cellular connection option, not WiFi. If you do have an original system, you should not see a WiFi option in the mobile app. 

@cgraff1950 After you connect your Base Station to your new Wi-Fi network, you will then need to connect your cameras to it next. If you check out the Changing Wi-Fi Networks for Cameras guide in the Help Center, it will walk you through that process.

@cgraff1950 If you are having trouble connecting your devices to your new router, we would want to make sure that your new network is configured to align with our requirements. We require the following:

• Your network is configured to 2.4GHz
• Your SSID and password are both no longer than 31 characters
• Your network is configured to WAP2 or WPA2/3 Mixed Mode
• Our cameras cannot connect to networks where there is a semi-colon or backslash in the SSID or password

For more details, see the SimpliSafe® System and Wi-Fi Requirements article on the Help Center.

But if your setup does align with our requirements, I recommend setting up a guest network locked at 2.4GHz and try connecting your SimpliSafe® devices to that network.

@cgraff1950​  Follow the instructions that @simplisafe_admin posted.  Change the WiFi network on your phone to the one(s) that you want to use.  If you can’t connect on your phone, it’s not SS.  Make sure your router isn’t blocking MAC addresses or ip addresses.   On the iPhone app, go to My System on the bottom right.  Select Base Station Settings, WiFi Network and connect.  For cameras, go to Camera Settings and do the same for outdoor cameras.  For indoor cameras, you’ll have to do the reset, QR code thing.