shiherlis's profile
Advocate

Advocate

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635 Messages

Sat, Jan 29, 2022 1:23 PM

Connecting To Base Keypad Error

Okay, this is a new issue – the first in nearly four years of ownership of SS3. I have a family member staying at my residence as I frequently leave home presently. Three times now, we have left at the same time – me leaving for 2-3 days, they go for a walk. They have a guest Keyfob, but we do not arm the system once I leave, as they are close by.

 

The first time the issue arose, they called me while driving to my destination to tell me that when they got back inside, the Keypad showed the SimpliSafe logo and a message of "connecting to base." Please be aware that this is from their memory, as they did not write the exact communication down. Thus I can only go by the information they have given.

 

I have left twice more, and it is the same pattern. I leave, and the family member goes for a short walk, and we do not arm the system – and according to them, the same logo and message appears when they reenter the residence.

 

I cannot catch this error myself, as it has not happened while I am home (even when I depart and return alone without arming the system). They are concerned, and of course, so am I. Nothing appears on the Timeline or as an alert on my phone. I searched and could not find anything that resembles this exact problem. I have had no other errors or disconnections otherwise (and I have checked practically every time I pass the Keypad).

 

Any ideas/suggestions?

 

(This is a very trusted, older family member, so nothing odd is going on, and I trust their account 100 percent. I merely cannot figure out why it is only happening when both of us leave the residence. I worry that if we both depart and are away for a lengthy time, the system might remain disconnected. The situation is a first for me in 8 years – SS2 and SS3)

Captain

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4.6K Messages

6分前

Good morning shiherlis.  Over the years (keeping with SS3 only) this has happened to me once, and to my daughter's system in Chicago. In my instance, nothing changed in the home, no new devices to cause interference, no change in base or keypad etc, changed the batteries, rebooted the base etc etc. -- you know, doing some basic troubleshooting on my own. Called SS, they sent out a new keypad and the issue was gone, connected fine from then on.

For my daughter, tried the same, called SS, installed the new keypad but still had the issue. Moved outward to check the WIFI and internet connection, all fine per my speed app.  Moved the keypad about 6 inches and from then on no issues. Don't know exactly why as nothing else changed but being in the city and a condo unit in multifamily building, possibly interference from a neighbor.  Suggest you call support and get that keypad replaced, especially if you have more than 1 keypad and the other(s) are okay.

Please post your outcome here when you get a chance. Have a great weekend.

Community Admin

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2.9K Messages

6分前

Hm,

At first I thought it could be interference again. Like maybe if you recently installed or made changes to a wireless garage door opener, so it operates on the same frequency as the Base Station. But you should be seeing the "Keypad out of Range" screen as well as "Connecting to Base Station".

If you (or your relative) are seeing the logo, that would imply that the Keypad actually rebooted, like you'd see if you took out and reinserted a battery. I'm assuming that Keypad is by the door? Could the door be jostling the batteries somehow?

Advocate

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635 Messages

@davey_d

Yes, Davey, the Keypad is by the door. But I do not think there is enough vibration or movement to jostle the batteries, as I have never seen the issue prior.

 

I have been home for the last six days and have not witnessed the problem myself. As previously stated, I believe it is happening when I leave as the relative would not know of the SimpliSafe logo and message otherwise. I will attempt to troubleshoot today, and if I cannot simulate the issue, I will leave it alone. I will then ask them to either capture the error with their phone by video or write down exactly what they see and then deal with it from there. They were mainly concerned with someone initiating interference manually since they only witnessed it when both of us left the residence. I never rule anything out, but I need to be present to see it.

Advocate

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635 Messages

6分前

UPDATE:

I cannot duplicate the problem myself (to the point where I see it). So the following (and final step) is to both leave and see if it happens when only my relative is present. That would be weird, but I turned off the system, left the residence alone, and it did not occur.

Captain

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4.6K Messages

@shiherlis​ If it only happens to the relative, possibly they are doing something unexpected interacting with the system. Suggest you ask them to enter your home with you there with it armed and just observe how they disarm it. Wait a few minutes and then arm to leave the house.  The sequence of actions taken could possibly be the issue. Long shot, but maybe worth trying.

Advocate

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2.8K Messages

6分前

@shiherlis 

and

@davey_d 

I've had this issue more than once in the past couple months.

Usually, how I I know this happens is when entering one of the entry doors (alarm is OFF), and the door does not chime, my keypad is next to the door but not on the same wall, so there's no chance of any movement of the keypad.  If the door doesn't chime, I can immediately see the SS logo on the keypad's display, noting "connecting to base station...".  It never automatically connects.  I had to unplug the base station's adapter from the wall outlet to get it to connect.

Once connected, I do a sensor test and get the monitoring call's automated message, so the signal always gets reset.

Other times of late, the entry door won't chime upon entering (and recently, have found two basement windows won't chime either when opened (with system in OFF mode).  If it isn't the SS logo I'm seeing on the keypad display, it's the "keypad out of range" issue.  Only thing is, "press any key to connect" NEVER works.  Taking a battery out of the keypad doesn't work.  I ALWAYS have to unplug the base station adapter from the wall outlet, every single time.  Sometimes I'll get a text msg stating "'your base station may be having trouble communicating with your devices" (and usually get the corresponding "base is communicating now..." after I've already plugged the base adapter back in.

Sometimes, I hear the base announcing "interference detected", and usually get an accompanying text msg.  Sometimes no text msg.  Sometimes I don't hear the base make any announcements at all.

Davey, when the keypad display shows the logo "connecting to base station", it isn't rebooting.  At least not in my case.

And interference?  Nothing changes much in this house.  Nothing.  I move the base station a foot.  I change perfectly good batteries in the sensors.  I test the sensors.  The only new thing is a new router (and laptop and modem) but they were all set up the same, in the same area over a month ago.

Maybe it's the neighbors.  Maybe it isn't.  What do I know.

35 Messages

6分前

Try this experiment:  Give your cell phone to a friend, and have them take it far away from the house, as far as you normally do, while you stay home and watch for the error to reappear.  I know the cell phone and the SS app running on it should have no bearing on the keypads ability to stay connected to the base, but I have a hunch it may be affecting it when you leave the house.  I have seen the base station do strange things in response to things I am doing on my cell phone, outside the SS app.

(edited)

Advocate

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2.8K Messages

@Jim​ 

Hopefully that will help Shiherlis.  Not in my case, tho, since I don't have the app (and when these instances occur, both cellphones are far out of reach to sensors/base/keypads).

Advocate

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635 Messages

6分前

@captain11 @coltmaster1 @davey_d @Jim 

Thank you to everyone for the help and thoughts on solutions. I genuinely appreciate it.

 

It did occur to me that the issue might be my Keyfob. Although I use the app when I arm/disarm the system, my go-to is the Keyfob. And last week, as I went to disarm the system to retrieve a delivery, I noticed it did not work. So I pressed it again, and it was the same thing. It finally worked after I pushed hard on the "Off" button. It was the same problem when I tried to arm the system, and it happened again later (twice on different days). So my first thought was that the Keyfob might be at the end of its life. I say this because I have never had as much trouble arming and disarming the system with it as I do now. I had to press the buttons hard and prolonged to get it to respond.

 

My next step is to take the Keyfob some distance from home and see if I can duplicate the error. If that does nothing, I will try the same thing with my phone as Jim suggested.

 

My mind can usually figure things out, which has stumped me. However, the Keyfob or app being away when this happens makes sense for now. Putting the theory to the test today will confirm or refute the notion. I will do one, then the other independently, then together from home, and post the outcome.

 

Stay tuned.

(At times like these, I wish I had purchased a Faraday Box. That would eliminate having to leave my residence to test the hypothesis. But, at least I feel I am on the correct path.)

(edited)

Captain

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4.6K Messages

@shiherlis​ Good luck with your testing. If possible, you ma want to also add the variable of direction to the distance element. There very well can be an interference source in one particular direction.

Advocate

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635 Messages

Thank you, Captain. And thank you for the suggestion on direction!

166 Messages

6分前

Yesterday we returned home from a 5 day trip. I tried disarming my system using the App on my cell phone. It would not connect, by either using my home WiFi or mobile data. Neither my wife or I carry a key fob anymore since using the App. I entered through the front door, it's set on Instant Trigger, and immediately the alarm went off. I went to the keypad and after numerous tries I was able to turn it off. COPS called and I explained the situation and told them I was having a problem with the system.

Then the message popped up saying the keypad was out of range once again. I moved the keypad next to the Base Station and would it connect, but then trying to activate the alarm I got the same message.  I tried using both key fobs and neither worked. Keypad out of range kept popping up. So, I changed the keypad batteries, unplugged the Base Station, removed the  batteries, waited about 5, and reinstalled the batteries and plugged it in. Same issues. My keypad is mounted about 10 feet from the Base Station.

I ended up calling customer service using the number at the bottom of the help page. A very friendly voice answered the phone.  She walked me through a troubleshooting session, doing the same things I had done previously. I put the phone on Speaker mode so she could hear the responses  from the Base Station. She was also remotely looking at my system while going through the motions of trying to arm and disarm my system. After about 10 minutes of discussion she said she would be sending out a new Base Station and a return label for my current Base Station. I should be receiving it within the next couple of days.

This is my first issue with my SimpliSafe system in almost 9 years of ownership.  It is also my first time calling customer service with a problem. I am extremely impressed on how fast my call was answered, and how professional and knowledgeable customer service was in troubleshooting the issue.  I should know soon if the new Base Station will fix the problem, sure hope so.  After nine years of being "Alarmed" it's a bit disconcerting going to bed  without it. My dog Jake is my secondary alarm system, so he is now promoted to my first line of defense!

I will come back and post an update once my SS is back online.

(edited)

Advocate

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635 Messages

6分前

Update:

 

Although my Keyfob certainly seems to be on its way out (this would be year 4. I am kind of surprised it is going so soon compared to the battery life of other components), neither it nor the app/my phone appear to be the issue. I left yesterday to test my theory, following the same route, and then as Captain suggested, other directions to no duplication of the error.

 

However, upon returning home, I found something new – my neighbor, next door, has installed what I believe to be a Blink Video Doorbell. When I pointed it out to my relative, they said they had seen the neighbor installing it the day of the first message. I never pay attention to such things.

 

So, I do not know if that was the issue, but it would explain the uncertainty. Whatever the cause, for now, it no longer is a problem. If it appears again, I will be sure to update everyone.

 

Regarding the Keyfobs: I prefer using them over the app and Keypad (especially for trusted guests). But the initial trepidation regarding the inability to replace the battery by users is now my reality. I am not looking forward to paying to replace the entire Fobs when before, the purchase of some CR-2032 Lithium 3Vs would have been the solution (and I presume the spare will need replacement soon).

Captain

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4.6K Messages

@shiherlis​ while he design of the fob makes little sense for not allowing to change in the battery, SimpliSafe has said in the past that if you contact support they will replace it at no charge.  Whether you have a monitoring plan doesn't matter for this coverage.  I am sure Davey will correct me if I'm wrong

Advocate

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635 Messages

@captain11​ Thank you once again for the advice, Captain. I will contact SimpliSafe to see if it is possible for a warranty replacement. I never expect more than the original warranty period as I never want to be disappointed. 4 years go by quickly, especially when the Fob is in perfect condition. I have never even once dropped it. The non-replaceable battery, while much slimmer in design than SS2 Fobs, is a significant flaw. I hope never to see another SimpliSafe product with one.

166 Messages

Yesterday I received my new Base Station, with instructions on how to swap it out. Once I got it up and running I failed to check all of my device settings and on our first trip leaving the house this morning I got a call from COPS saying a motion alarm was triggered. It was one that is usually disabled unless we're going to be gone for an extended time. I told them to disregard and I would fix it when we got home. Upon checking my devices I had to reset all of my Instant Triggers, and my Home and Away settings. The new Base Station came pre-programmed with all of my devices, just the settings were incorrect. Plus I have 2 external Sirens and both of those had to be re-installed as a new device. Just took out the batteries, re-installed and they were good to go.

I had no trouble connecting to my WiFi with my iPad or phone, but when I went to my Keypad and tried to check Updates I got a message saying the system wasn't  connected to WiFi. I knew that was an error.  I removed that batteries, waited a few minutes, re-installed new batteries with the same results. "Keypad not connected to WiFi."

Another call to the support number!  Got connected right away, went through 5 minutes of troubleshooting with CS and a new Keypad is on the way.  I had a feeling before the Base Station failed that the Keypad had a problem as well, but failed to mention it when troubleshooting the Base Station.

When reading the SS Forums I see so many complaints about Customer Service. My experience is exactly the opposite. Outstanding service, a true willingness to help, and new parts sent out next day Air. Who could ask for more?? I trust SimpliSafe with protecting me and my family, as well as our valuable property. Thank you SimpliSafe!!

166 Messages

Installed the new Keypad, updated my system and now working 100%. Thank you SimpliSafe!