Does your Keypad look like the one pictured to the left? Then you're in the right place! You've got the Gen 3 SimpliSafe system. If you purchased a system in 2017 or earlier, you have the Original SimpliSafe. Click here to view the article about the Original SimpliSafe. If you're not certain which system you have, you can tell the difference here.
Sensors in our latest SimpliSafe system will issue errors when they fail to check in with the Base Station. This issue is generally caused by one of the following:
- The device was programmed when your system was ordered but was never installed. If you have extra sensors which are still boxed up and were not installed, you can remove them under the “Devices” menu in your Keypad.
- The battery or batteries in the device issuing the error need to be replaced.
- The device is too far away from your Base Station and is unable to communicate from its current location.
Please refer to the life expectancy of batteries for the Gen 3 SimpliSafe system and its components if you believe that your battery or batteries may need replacing. Most components should last between 3 to 5 years, although the Keypad, extra Siren, and Smart Lock will need to have their batteries replaced approximately once a year.
The easiest way to determine whether or not your sensor is too far from your Base Station is to test it. Put the Base Station into Test Mode by following these instructions:
- Press “menu” on the Keypad, and enter your Master PIN.
- Navigate to “Test Mode” and press the right rocker to select it.
- The Base Station will announce that it is entering Test Mode. From here, you can press the button on top of the sensor you wish to test. If the Base Station is able to communicate with the sensor, you’ll hear the Base Station acknowledge the test by announcing the sensor’s name and type.
If you did not hear the Base Station acknowledge the test (but you were in earshot range), slide the sensor off its mounting bracket and bring it into the room where your Base Station is positioned. Repeat the test by pressing the test button on top of the sensor. This time, if you hear the test acknowledged, you’ll know that the sensor is too far from the Base Station for it to be able to communicate reliably. If the test is not acknowledged, try adding it to the system again. Once added, test it again. If it still does not work, replace the battery.
Generally, we advise that you relocate the Base Station rather than the device itself when this happens, as the Base Station should be able to communicate with all of your devices if it is located in a central part of your property. Try moving the Base Station to be closer to your sensor.
If your issue does not appear to be resolved, please contact our customer support team for further assistance.