19 Messages
smart lock updates
Today received an email to update my Smart Lock. Made sure that my App and System had all the updates. Then downloaded the new updated software to my Smart Lock. I kept my iPhone next to Smart Lock as instructed - it advised me the download was complete and then to recalibrate my Smart Lock from the keypad. The recalibration failed and said to call support. I called support and worked with them over an hour - they couldn't figure it out and are sending a new lock. My frustration is with the folks that provided the software update - they made it so my Smart Lock won't communicate any longer. SHOULDN'T HAVE DONE THE UPDATE! Now without a lock for two weeks until the new one arrives - next day shipping! It is next day shipping once it leaves the warehouse in two weeks! Am I frustrated, YES!!
alexjosowitz
1 Message
Same issue here . No problem with my lock until updating firmware (had already updated base station). At that point, the system could not find the lock anymore . Reset, removed and added the lock back into system. Then, lock wouldn't calibrate and was hard to turn. Finally got it calibrated but then keypad wouldn't work. Reset and removed the lock and then manually added the keypad back. Lock worked for a week. Had guests come to the house today and what do you know, the lock is offline and can't be accessed from the keypad or my app. No issues until the firmware update.
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carlbiondolillo
1 Message
Has there been any progress in correcting this issue? I have not seen another firmware update yet.
I had the issue happen after the firmware update several months ago as well (worked fine before the update). After TS the lock with phone support they sent me another lock (months later). The day I installed/calibrated the new lock, the same issue arose.
My work-around until this is corrected is to force slightly to unlock, thel lock again, then it operates smoothly until the next auto-lock. This is obviously a problem that many have experienced and there should be a fix by now (5 months later).
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bferguson84
1 Message
About three months ago, I also had an issue with the updating timing out. I called support after a month of trying on my own and we tried everything possible for about an hour on the call. At 8 minutes the update would fail.
Around the time of the update notice, I realized that my house key would not turn the lock if I used the keypad to lock the door. I'm afraid of breaking off my key because it won't budge. I don't remember when I bought my Simplisafe back in July 2021 that the physical key wouldn't work if I used the keypad.
Now, I just use a physical key to lock my door, which defeats one of the main features of the keypad.
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alixandrejohnson
1 Message
Same issue. Lock started having the hard to turn issue after the Bluetooth software update. After months it stopped responding all together. Received a new lock after speaking with tech support. Had issues with calibrating the new lock but was able to get that figured out after speaking with tech for 30 minutes. Locked worked fine but again saw a Bluetooth update for the new lock. I updated the new lock and it asked me to lock and unlock via the outdoor keypad. I was able to lock the door but when attempting to unlock it did nothing. Luckily my mom was in my house and I had my phone to call her to come let me in my house. Walked in and the 3 lights just continuously blinking and it doesn’t respond to the app or anything now. They need to get rid of that last update because whatever nonexistent issue they attempted to improving is causing a lot of people’s locks to no longer work. Now I have to wait a day for tech support to call me back.
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