M

Sat, Feb 24, 2018 7:22 PM

Keypad not connecting with base station

I just received my Simplisafe system and am trying to get it installed. I plugged in the base station and that turned on just fine. Turned on the keypad, but it will not connect to the base station. I've tried removing the batteries from both the keypad and the base station but it still will not connect. I've been waiting to talk to someone for over 30 minutes on the phone so I figured I'd reach out here and see if anyone knows of any solution?

Advocate

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2.8K Messages

Il y a 4 y

Do you have SS2 or SS3?  Posting your version helps so others can try to assist.

Did you receive a user manual with your system?

3 Messages

SS3 my unit is white so I missed the Black button. Look closer for a white button.
if you have a white unit it seems. Mine was to replace base that wouldn't work due to poor / no T-Mobil connection. Then key pads were out of range.  Basic new reinstall got  it to work it seems. Good so far. You would think that would be in instructions to that effect. Just saying.

1 Message

Il y a 4 y

I had the same issue. Just called and spent <1 minute on hold before speaking with  rep. which was friendly and helpful.

Remove screw on the bottom of base station
Twist bottom to release
there is a small black button 180 degree from the power cable slot
push that button and a button on the key pad
should solve this issue
This totally worked. It should be in the instructions!

1 Message

Thank you for posting this! Saved me tons of time

1 Message

THANK YOU THANK YOU THANK YOU!!!!!! YOU ARE A LIFE SAVER

1 Message

THANK YOU SO MUCH!

1 Message

Thank you for this easy steps to follow. it fixed my key pad connectivity issue. saved a lot time

Community Admin

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2.9K Messages

Il y a 4 y

@teamlowe13

Just wanted to add some extra info. Those steps above are for what we call a Base Station Reset. Essentially, this is a reboot of the system that forces it to search and re-establish all of its connections. Just like you would with a computer of cellphone, this also is a good first step for if the SimpliSafe system ever acts up.

However, if the issue with your Keypad is caused by environmental factors (like wireless or physical interference), then the symptoms might return. In which case we might need to troubleshoot further to find the root cause.

Johnny M.
SimpliSafe Home Security

2 Messages

There is no screw on the bottom of my base station, so the instructions in this post are not helpful to me.  The wait time on hold right now is over 35 minutes and I've got too much to do to sit here waiting for help. My keypad batteries last less than two months. I routinely have to call SimpliSafe to have you shut off my alarm because the keypad is dead and I can't shut it off. I try to remember to put new batteries in it every month, but sometimes I forget.  SimpliSafe just sent me a new keypad and asked for my original back. Problem is, the keypad absolutely, positively will not pair with the base station. No screw on the bottom of the base station. Any other suggestions?

4 Messages

need to disconnect the power cord to see the screw.

1 Message

Il y a 4 y

Thank you so much for posting this info! After an extended time on hold unable to reach tech support by phone & no response yet to email query, these instructions worked perfectly.

1 Message

Il y a 4 y

I must have an older base.  I had the error of not connecting to base and a solid red light on the base box.  No button under the battery section.  I unplugged, removed the batteries, then plugged back in and it came back on in test mode.  I then put the batteries back in and I'm good to go!  Hope this helps those with an older base.

1 Message

Il y a 4 y

I just had the same issue on my new system when I tried to install it and the reset fixed it.  Funny thing is I called tech support and they had me go thru the activation process in the app, then said wait 30 minutes and it should work.   I was skeptical since I'd read this while on hold, good thing or I'd have been back in the hold music queue again.  Thanks for posting it.
Steve

1 Message

Il y a 4 y

I think I just bought a total piece of crap -- Brand new, following instruction manual to the letter.  Plugged in base station, now installing keypad, but it will not connect to base station.  I feel their instructions are lacking, and the unit first needs to connect to wifi, but no instructions in the book, nor can I find on line.....going to wait until customer service opens at 9am, but thought would check here....I might be asking for an immediate refund for this turkey.....Thanks

1 Message

SAME!! Super frustrated. :(

Captain

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4.7K Messages

Il y a 4 y

@keithjelinek, there are over a million customers, I being one of them for almost 7 years with SS2 and 3, so that "total piece of crap" you just purchased can't be that bad. Yes, the installation manual can be improved, but what error messages or light conditions are you experiencing? For a start, your WIFI must be 2.4, not 5g. What type of router?  When you get through to SS hopefully they will be able to assist you, if not, you can return for a full refund.

If you provide some more details, I, and others, will try to assist.

1 Message

Il y a 4 y

None of the advice above is working for me.  I'll be calling in the morning, but saving the packaging.

1 Message

Il y a 4 y

Reset worked but had to add all the sensors back in . I saved me some time and waiting till after Christmas. Will tell you the monitoring service works . Had it in test mode and they called right away saying they had a test signal. They could have been more specific in instructions I agree or at least on a replacement instruction . This all started Saturday with an issue of not being able to log in remotely and when they checked and pinged the unit they had no cellular signal. They felt as if there was a power  surge at some point Saturday. I was setting up my Nest Thermostat to connect with Simpli Safe and wonder if that had something to do with it.  They sent out new base unit  Saturday and arrived next day air on Monday, Set up and keypad wouldn't connect , called Tech closed for Christmas Eve left message and then  did Web search and this came up. Tired it and it connected.

1 Message

Il y a 3 y

I tryed to find the reset button but can't find any. I pulled the batteries and restarted it and it comes up with a solid blue light but still won't connect to the keypad. Mine is an sscs3 system. I need some more help. I see no reset button, black or white.

1 Message

Il y a 3 y

I have a SSBS3 system and there is no button! Help

2 Messages

Il y a 3 y

I'm now getting this issue, both have been working fine for nearly a year and now the keypad won't connect to the base.  I've replaced the batteries in they keypad and still no luck.  Any ideas ?
I have the latest base model with no reset button inside.

1 Message

Il y a 3 y

There is obviously a problem!  I too just got the system and key pad will not connect to base station.  The manual does not say to get on wifi first....I am sending my equipment back.

Captain

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4.7K Messages

Il y a 3 y

@kathya_1, before you send it back, why not call Support and see what trouble shooting they can do? I an 100,000s of others really like the system.  I have two keypads in a 2600 two story colonial and no issues, including the basement.