C

Fri, Oct 15, 2021 4:36 PM

Can't log in to app -- certificate error

For the last few days I have not been able to log in to the SimpliSafe app (version 4.6.0) on my Android phone (Android version 7.0). When I press the "Sign In" button, I get the following message:


"Your connection is not private

Attackers might be trying to steal your information from auth.simplisafe.com (for example, passwords, messages, or credit cards). Learn more

NET::ERR_CERT_AUTHORITY_INVALID

To get Chrome's highest level of security, turn on enhanced protection.

auth.simplisafe.com normally uses encryption to protect your information. When Chrome tried to connect to auth.simplisafe.com this time, the website sent back unusual and incorrect credentials. This may happen when an attacker is trying to pretend to be auth.simplisafe.com, or a Wi-Fi sign-in screen has interrupted the connection. Your information is still secure because Chrome stopped the connection before any data was exchanged.

You cannot visit auth.simplisafe.com right now because the website uses HSTS. Network errors and attacks are usually temporary, so this page will probably work later."


I called Customer Support, but the agent I talked to was not knowledgeable about this issue and tried to tell me it might be an issue with my app permissions, which makes no sense. For what it's worth, I am able to log in to the web version of SimpliSafe using Firefox but not using Chrome.

Is this issue being worked on?

Advocate

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417 Messages

10 m ago

@cezornow,

This has been discussed in detail at https://simplisafe.com/forum/customer-support-forum/installing-and-using-simplisafe/app-login-issue so you an find more details there. This problem was caused by a root certificate authority expiring that had global implications and there are some older clients (including versions of Android below 7.11) that were definitely affected. If you read the thread you will see that even some people running Android 10 were affected until they were able to upgrade. (Not saying that upgrading is your only option here, just sharing an example of someone else who was affected.)

The thread linked above contains instructions on how to check for and remove the expired certificate which has fixed the issue for some people. Those instructions came from me based on my own digging around and are not an official response from SimpliSafe. Please proceed with caution and understand that you assume all risk if you choose to make any changes to your device.

Edit: And just in case I wasn't clear, this wasn't a change that SimpliSafe made and I'm not sure what they can really do to fix it on their end.

@JohnnyM,

I can't help but feel that this problem is going to keep popping up for a while for some users and a sticky post and a knowledge base article with some detailed information from you all would be helpful for those affected. When you all say your app support Android 7 but users run into this issue it's bound to create confusion. It may even be time to consider increasing your minimum Android version required?

6 Messages

10 m ago

I tried removing the certificate as described in the linked thread but that didn't help.

The current error message I get when I try to log in to the app is:

" Received error with code a0.sdk.internal_error.unknown"

Any ideas?

Community Admin

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2.9K Messages

10 m ago

Hi folks,

I'm definitely feeding this info back to our dev team. Worthing is right, part of it is a little out of our own dev's control, but we're working with the right parties to get to the bottom of it.

Though part of the issue (on the Android side) is with how our login app interacts with Google Chrome - which is actually loaded within the SimpliSAfe app during the login process. So as a temporary workaround, we would suggest installing Firefox or another none-Chrome browser, and setting that as the default browser on your phone. That would at least allow you to complete the login process.

- Davey D.
Community Development Manager
SimpliSafe Home Security

Advocate

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417 Messages

10 m ago

@cezornow,

What version of Android 7 are you running? Please be as specific as possible! As I noted above, the problem affects version 7.1.1 differently than it affects version 7.0 up to (BUT NOT INCLUDING) 7.1.1.

6 Messages

10 m ago

Davey D., I have Firefox on my phone and I have been able to log in using that. The UI isn't as nice as the UI of the app, of course.

Worthing, here's what I see about my Android version in my settings.


Android version
7.0

Android security patch level
April 1, 2018

Baseband version
M8952_70030.25.03.64.01R
ATHENE_RETUSA_CUST

Kernel version
3.10.84-ge03508d-00131-gf56f0a7
hudsoncm@ilcbld73 #1
Wed Mar 28 11:41:55 CDT 2018

Build number
NPJS25.93-14.7-8

Advocate

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417 Messages

10 m ago

@cezornow,

Android 7.0 was released in August of 2016 making it 5+ years old. Per your information above your device hasn't received a security update in 3.5+ years.

This is just my personal opinion again but I think you should seriously consider upgrading your device for a host of reasons not related to the problem you're having with SimpliSafe's app. (I can't even imagine what the battery life on your phone is like...) Christmas sales will be starting soon and you can probably find a reasonably modern phone that at least runs Android 10 or 11 which will give you a modern UI, tons of new features, etc. You'll even have a brand new battery that will almost certainly last a good bit longer than whatever you have today.

Community Admin

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2.9K Messages

10 m ago

Hi cezornow,

I mean try setting Firefox as your system's default browser (if it's not already).

But then log into the SimpliSafe app. Having Firefox as default might help you get past the login, into the app proper.

- Davey D.
Community Development Manager
SimpliSafe Home Security

6 Messages

10 m ago

Davey D., I tried setting Firefox as my default browser but that did not help.

Worthing, you make some good points. I have been quite happy with my 5-year-old Moto G4 until this issue arose. I don't use it heavily and a charge usually lasts me all day. The newer Moto phones supported by my carrier (Republic Wireless) are all much larger than my current 5.5" model. I wouldn't mind buying a new phone, but I don't want to get a huge phablet. I guess I could get a Google Pixel 4/4a/5; at least those aren't bigger than 6". Any thoughts on modern smaller phones?

Advocate

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417 Messages

I'm impressed you made a phone last 4-5 years. That's a long time.

I'm personally a fan of Pixel phones because I like guaranteed and timely updates. (My 4a 5G received Android 12 this past Tuesday, for example.) If you want something under 6" then yeah, the Pixel 4a might be the way to go at 5.8" and it'll allow you to upgrade to Android 12 since it's about a year old.. The Pixel 4 is also an option at 5.7" and also supports Android 12 but it's two years old so this is likely the last OS upgrade it will get. (No guarantees that the 4a will get Android 13 but it seems more likely.)

Neither of these are what I'd call "budget" phones per se but relatively speaking they're low to mid priced. With the Pixel 6/6 Pro just launching you may be able to get a deal on them as well but you may also find them harder to get in the near future as available stock runs out.

6 Messages

10 m ago

Thanks, Worthing. I will keep my eyes open for Google Pixel deals.