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Wed, Mar 31, 2021 2:42 PM

Keypad keeps resetting after upgrading my simplisafe SS3 Replacement Verizon CAT-M1 Module

So I've never had any issues with my Simplisafe device for 2 years i've had it. Well after being sent a new CAT-M1 Module, I replaced it and everything was fine. But now every 2-3 weeks my keypad will say "Out of Range" even though I've never moved it and when I reset the Keypad I have to re add all of my devices again. Has anyone else had this issue or could I have a bad Module?

Yesterday I updated my Simplisafe and thought that would fix it. But as soon as it updated I woke up this morning to the same issue "Out of Range"

This issue is likely with the poster's Base Station. Please give our Support team a call at 800-548-9508 so we can send a replacement unit.

Official Solution

Community Admin

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469 Messages

1年前

Hi @Schaffner.steven,

Since this has happened more than once, we strongly recommend contacting our Support Team here to do some in-depth troubleshooting on your system. If necessary, they can replace the Base Station for you to make sure that this doesn't happen again going forward. Our Support Team can be reached by phone at 1-800-548-9508 from 8 AM to Midnight ET, 7 days a week.

SimpliSafe Social Team
SimpliSafe Home Security

1.3K Messages

1年前

My guess is it's not directly related to the cellular module because, afaik, the base/keypad/sensor communications use different transmitter/receiver system/frequencies. But, what it is don't know. I'd sure take up SS on their support given it seems to be a repeat occurrence.

One thing maybe you could do is open up the base again and have a quick look to see if you notice anything like a partially seated connector or whatever. Maybe something got disturbed when the new module was installed.

1 Message

3分前

Exactly THIS!

You described my situation exactly- word for word!  The only difference seems to be mine is resetting every few hours.  In the last 24 hours, I've gone around adding the sensors back 3 different times.  I've got over 25 of them and some of them require ladders to access so this is getting rather tedious.

I also did an update that a customer service rep pushed to my device, but didn't work.   Simplisafe says they may need to replace the base station and/or keypad.  

Community Admin

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2.9K Messages

@merak​ I 100% agree, especially if the memory clearing every few hours. I don't trust that Base Station, and we should replace it ASAP.

I'm having the same issues 

Community Admin

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2.9K Messages

Sorry to hear that. If you haven't already, please give our Support team a call at 800-548-9508 and we'll get you a replacement.

1 Message

3分前

yes having same issue

Community Admin

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2.9K Messages

@bdtucker97​ if you haven't already, please call our Support team at 800-548-9508. The issue is with your Base Station, and we will want to replace it ASAP.