davey_d's profile
Community Admin

Community Admin

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2.9K Messages

Mon, Nov 15, 2021 6:35 PM

System Firmware 2.5 (November 2021)

Hi folks,

One more small update coming to your Base Stations, rolling out over the next several days. If you've never updated before, you can refer to our Help Center article here to get started.

Here's what's coming in Update 2.5:

  • Fix for an issue where Mesh WiFi access points might appear as separate SSIDs.
  • Improvements to the Smart Lock installation process.
  • WiFi stability improvements.
  • Support for improving Outdoor Camera response from system events.



Previous Updates:
Update 2.3 (July 2021)
Update 2.1 (March 2021)
Update 1.6 (April 2020)
Update 1.5 (January 2020)

On 12/2/21, we announced that a new software update is available for your SimpliSafe Gen 3 system. Good news: that software will be rolling out to your Base Station over the next few days. Be on the lookout for a gear icon on your Keypad.
Additional software updates will be coming soon to further improve your SimpliSafe experience. In the next month, we will be updating the software for our Wireless Outdoor Camera, which will enable faster motion alerts and better video quality. Be sure to update your Base Station software as soon as the gear icon appears on your Keypad, so that you can take advantage of the upcoming improvements to your Wireless Outdoor Camera. No additional action will be needed beyond updating your Base Station software.

Advocate

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417 Messages

Il y a 9 m

Nice! I'm glad to see what appears to be regular cadence for updates. Or is that just coincidental? :)

Advocate

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417 Messages

Il y a 9 m

Has this started rolling out yet? I haven't seen any confirmations from anyone that they've seen it available to download.

Advocate

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2.8K Messages

Il y a 9 m

Weird, I think I downloaded mine on Nov 13, before Davey posted on Nov 15, my base is at 2.5.2, and the keypads are at 2.5.0.  Granted, I had not downloaded the last one or two updates until that day, so the last one must have already been ready.

Worthing, SS has said several times before that they usually go in phases, due to the sheer number of users, so it can take up to 2 weeks or more for some users (for me, one update a long time ago took over a month to appear on my keypad).  If after around a couple weeks or so and you're still not seeing an update available on your keypad, call SS to inquire and see if they can push it for you.

Advocate

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417 Messages

Il y a 9 m

Yes, I'm aware of the phases and assumed I just hadn't gotten it yet but it occurred to me that no one had gotten it yet. I was looking for a specific, "this went live on" date for the first batch.

Also, SS, I hate (nay, loathe) that you all stage this out over two weeks. Plenty of other manufacturers with more users and devices than you all have (by farrrrrrrrrrr) make firmware available to everyone on day one. I don't want it to be like last time where it took over a month to get sorted. I shouldn't have to hope, pray, check daily, do a weird dance on the solstice and inscribe arcane symbols on my wall to get a simple firmware update. :)

Advocate

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2.8K Messages

Il y a 9 m

^ well, even if you don't get the update on day 1-14+, you can always watch what users are saying about how the update did this or that to their systems, lol.

78 Messages

Il y a 9 m

Hmm - I thought one of the last updates was supposed to change the "check for updates" so that it actually did "check for updates" but mine finds none and it is on 2.3.10

[shrug]

Captain

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4.6K Messages

Il y a 9 m

@KRStrick It acutally does. An update is rolled out over days due to the millions of systems out there. I am still waiting too. It would be good information to know a schedule span of what date it should be completed being sent out.

4 Messages

Il y a 9 m

My Keypad says "Downloading update will take about 25 minutes" and then when I select OK the Base Station flashes orange once, then says System Off. System never updates from there.

Anyone have any experience with an issue like this? I really don't want to reset the entire system....

Captain

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4.6K Messages

Il y a 9 m

@JashleyTP you have to move your keypad close to the base before starting the download and update.  Repeat for all of your keypads.

4 Messages

Appreciate the tip. I've been trying to update with the keypad immediately next to the base station (which is next to my internet router, by design). No dice.

Captain

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4.6K Messages

Il y a 9 m

@JashleyTP suggest you keep the base and router at least a room apart. no doubt some inteference going on there. My base is in a back bedroom and the closest mesh point is two rooms away.  The key pad can be several feet away from the base.

If it fails again, then call SS to troubleshoot.

5 Messages

How can I tell what firmware version my system is on?  I swear I saw it somewhere, but can't remember where I found it.
It turns out it is under Diagnostics on the keypad.  Go to Menu > System Settings > Diagnostics >  > Base Station

Mine reads version 2.3.10 after running the updater and waiting a good long time.

Found this on Reddit. The all-knowing internet knows it all again.

Il y a 8 m

How do I tell which version of firmware I have?
It turns out it is under Diagnostics on the keypad.  Go to Menu > System Settings > Diagnostics >  > Base Station

Mine reads version 2.3.10 after running the updater and waiting a good long time.

Found this on Reddit. The all-knowing internet knows it all again.
It turns out it is under Diagnostics on the keypad.  Go to Menu > System Settings > Diagnostics >  > Base Station

Mine reads version 2.3.10 after running the updater and waiting a good long time.

Found this on Reddit. The all-knowing internet knows it all again.

Advocate

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417 Messages

Il y a 8 m

So we're 9 days on since release and how many people definitely have the 2.5 update? I'm still checking daily and no joy.

3 Messages

Il y a 8 m

I had a notification that I had an update (Nov 19th) so this afternoon (Nov 24th) at 1pm I kicked it off using the keypad.
Placed the keypad right next to the base station. (Have done an upgrade previously with no issues.)

It's been almost 4+hrs and the keypad still shows "Installing base station" and is unresponsive.

Have great Wifi signal throughout the house (base station has a clear line of sight to our access point and no other odd wifi/network firewall issues have occurred. Have 1Gb fiber connection, also no issues during the last 24hrs - I work from home over a VPN which is sensitive to network drops/outages etc..

Any suggestions on what to try next?

The phone app/website both are indicating the system is out of date and needs a status refresh - meaning they lost connection to the base station and can't get any status update.

Captain

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4.6K Messages

Il y a 8 m

@david2020 here are the cliff notes

1. hardboot your base. (Unplug it, take the batteries out, reverse the steps)
2. Take the batteries out of your keypad(s) and reverse the steps.

Once done, attempt the update again. If it fails, call support. They are open tonight and tomorrow on Thanksgiving (for the first time!)

Good luck, please post your outcome here if you get a chance, and Happy Thanksgiving.

PS My son who is visitng for the holiday just informed me that most people not ancient like me won't know what "cliff notes" means. :-)  aka "short version"

3 Messages

Hello Captain11,

Thanks for your reply. I did send an email to support. The (semi-automated email) that I received indicated to remove the batteries from the keypad and try again...
When I did that the keypad said the base station was not found... (not the exact words but that's the jist of it.)

Called support and got through within a few minutes... the tech on phone walked me through what you had suggested (removing backup batteries for 1 min). No luck... same issue. No lights/no sounds/no activity from the base station and keypad still doesn't detect it. I even tried the reset button near the bottom battery compartment (with support's ok). Didn't help.

They're sending a replacement base station & keypad. I work in the IT field, so am familiar with OS boot image reloads/firmware upgrades... I think a redundant boot drive would have helped w (failed) updates like this but that would raise the cost of the units/not to mention the complexity of upgrades/unit operations.

3 Messages

Replacement system works fine!

As I mentioned in an earlier comment, a few days ago I had performed the recommended update from the keypad, but the base station never came back alive, no matter what I did to it. After talking with support over the phone, I received a replacement base station & keypad and got it setup AND this unit updated without any issues.

I did have to reconnect it to the Wifi via the keypad and to all the various devices but that wasn't very difficult... Back up and running.

Thank you SimpliSafe! Your tech support rocks!

1 Message

Il y a 8 m

Hey everyone. Thank you for the discussion. I bought  new outdoor cameras, tried repeatedly to get them to work, documented my system's firmware, etc., then called Simplisafe. They said my base station needs a SIM card update, which they are sending out.

So if you are having an issue, you might do the same and give them a call.