bobby_9's profile

Sun, Nov 28, 2021 8:33 PM

Dashboard does not sync properly anymore

Neither my iPhone app or desktop portal properly syncs the dashboard status -- off, home, away -- with what the actual system setting is. For example, if I disarm the system, the recent activity says the system is disarmed, but the "Home" circle is the one in blue. I've synchronized and refreshed my system settings multiple times, and also deleted and re-downloaded the mobile app, but no luck. Any suggestions on how I may fix this problem?

Community Admin

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2.9K Messages

8分前

Hi bobby_9,

The Dashboard should be reflecting the latest info from the Base Station itself (so not based on the Timeline event log).

If you have the Gen 3 Simplisafe system (released 2018), then the dashboard should be automatically updating on a regular basis.

However, if you have a Gen 2 or older system, you'll want to refresh the status manually every time by pulling down on the Dashboard screen.

- Davey D.
Community Development Manager
SimpliSafe Home Security

78 Messages

8分前

Yep just started getting this, pulling down to refresh does'n help, killing the app and reopening it does.

I think this got mucked up in one of the last two app updates...

4 Messages

8分前

@DaveyD - it's a Gen 2 system, and refreshing the app manually doesn't fix this.

@KRStrick - killing/relaunching the app unfortunately doesn't work either. However, I do agree with you that it seems that one of the most recent app updates is the culprit.

Community Admin

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2.9K Messages

8分前

Hey bobby_9 and KRStrick,

Alright, I'll report to our dev team. Thanks for letting me know.

Edit: Our engineering team is investigating similar cases for Gen 2 systems.
@KRStrick, if I recall you have a Gen 3. Are you seeing any other symptoms? Does it look like the app is trying to load the correct status? Any other details might help.

- Davey D.
Community Development Manager
SimpliSafe Home Security

78 Messages

Hi Davey

It does not look like it is trying to load to me, it used to be pretty consistent if a little slow at times - but I've had this complete lack of sync on several occasions recently.

As for other problems yes - see the thread about entry sensors.  

My armchair diagnosis is that the base and keypad are not communicating freely but who knows...

Community Admin

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2.9K Messages

8分前

Hi KRStrick,

The app talks only to the Base Station, since it's the actual 'computer' that remembers everything and sends/receives all of the system signals. That connection goes through either WiFi or cell - not the local radio that the sensors use. So while I have seen that you've been having some sensor trouble, this app issue would be something completely separate from that.

It is curious that rebooting the app restores function. It might be related to a security token issue, or something like that. Have you fully logged out of the app and back in, recently?

- Davey D.
Community Development Manager
SimpliSafe Home Security

78 Messages

8分前

Hi Davey.

The app forced me to log in a few days ago (twice actually IIRC) after an update. To be honest I am not sure if I have experienced this since. It is rare for me to disarm the system another way that from the app. But i have been using the app, the web interface and the keypad lately trying to troubleshoot and that is what caused me to notice discrepancies.

For good measure maybe i will reboot my phone too...

Without convoluting this thread with others i will just say that i've reset the base, it is currently downloading the NOV firmware and i will try to pay attention to any anomalies.