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Wed, Mar 31, 2021 4:15 PM

Lost all installed devices!

Just got the new Simplisafe system.  Spent half the day installing.  Seemed to go smoothly.  I have a large house and outbuilding so I installed 32 sensors, fobs, sirens, etc.  Everything worked when I went to bed, and there were no power fails.  Woke up this morning and I get the "Key Pad Out of Range" error.  Uh oh! Only had it ONE day.  Worked fine all day yesterday.  I put it next to the base and still no connect.  Per SS instructions, took battery out of pad and put it back.  It connected, yay.

Yeah it connected BUT ALL MY DEVICES WERE GONE!  Poof.  6 hours wasted. So the pad was NEVER out of range, the base NEVER lost power, it was just that the base lost all devices including key pad.  Why?  Did it do a software update that caused this?  Nope, still has 1.6.4 version and says No Updates available.

Ok, so I am going to reinstall everything. If it loses all devices again I am going to throw all $900+ worth of stuff in a big box and send it right back.  

Internet search shows very few having this problem, but no satisfactory solution.  Guess I'm just lucky.  Simplisafe, better get ready to restock a big pile of junk...

Captain

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4.6K Messages

1 y ago

@danlor.eglrock1 @danlor.eglrock1  before you reinstall those 32 sensors (I have 41 btw and a customer of 9 years), I suggest you call support. If not interested in that  try a hard boot of your base (unplug, battery out, 30 seconds later put battery back in, plug in). Then log into your dashboard at the website and hit refresh. See if everything comes back. Post your outcome here if you get a chance. Good luck.

Community Admin

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469 Messages

1 y ago

Hi @danlor.eglrock1,

That certainly is a rare situation that you experienced. If doing what Captain11 mentioned doesn't work then unfortunately you will have to pair all of your sensors back to your system again. Regardless, since this seems to be a pretty rare occurrence, we'll make sure that one of our Specialists reaches out to see how we can help.

SimpliSafe Social Team
SimpliSafe Home Security

12 Messages

Credit to Simplisafe for reaching out to help with this problem.  I reinstalled all my devices, without removing the batteries from the base.  So far, everything is working.  Since things installed properly, and there was no indication of a problem with the base, I didn't try to reboot it by battery removal.

If I lose all my devices again I will let you know.

Thanks again to everyone for your help.

12 Messages

Quick update: I reinstalled all devices and have armed, disarmed, triggered alarms and tested sensors over and over and everything seems to be fine.

Not sure how this might help SS figure out what happened, but I noticed one strange item in the dashboard system log.  The time line is this:

I installed the system and armed in Home with Key Fob.  Next morning I disarmed with Key Fob (system was working). It was sometime after this that it de-registered all my devices.

7:13AM System Disarmed, Spare Key Fob

8:23AM System Disarmed, Simplisafe App  (After this all devices deregistered, even pre-installed ones like the Keypad and Master Keyfob)

I did not have the app up on my phone and more importantly, I have not upgraded so the app has no ability to arm or disarm!

Hope this helps and since there seems to be very few that have had this problem it does seem to be rare.  My impression of SimpliSafe is they are very responsive and the system is great, when working correctly!  

Thanks again to everyone!

Captain

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4.6K Messages

1 y ago

@danlor.eglrock1  glad it worked out for you (so far at least). Recommend you do try the 24.99 plan, and you can cancel anytime but remember they do bill in 30 day increments and don't do partial credits. Think you will find it is worth every penny, best value in the industry.

Community Admin

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469 Messages

1 y ago

Hi all,

The "System Disarmed, Simplisafe App" event from 8:23 AM appears to be an event generated by the Base Station booting up. When it starts up, it sends out an event to our servers so that we know which mode it is currently in. Something must have happened between 7:13 and 8:23 that seems to have reset your Base Station to factory default and restarted it, causing that event in your timeline at 8:23. We'll keep an eye on your account to make sure there are no further issues.

SimpliSafe Social Team
SimpliSafe Home Security

12 Messages

Just Happened Again!  Tried to arm with keyfob and...nothing.  Looked at the base and just steady white light - meaning base lost all setup info. And keypad was also no longer registered.  Again!  

Took batteries out of keypad and reconnected it.  Took batteries out of base in the hope it would restart to saved configuration.  It did not.  I will now have to reregister all devices. Yet again!  And I also added some.  I now have 36 entry sensors and sirens, glass break, motion, water, keyfobs...  Some are up 10ft, and in outbuildings, etc, etc.  This is not a happy thing.  Meanwhile my house is no longer protected.

System was working all day, then sometime between about 3:00 pm and 9:00 pm it, apparently, did a factory reset on it's own.  

System was bought from Amazon 3/27/21.  How may I obtain a replacement Base Unit?  Get return Auth from Amazon and SS will send a new one?

Thanks for your help, SimpliSafe, resolving this matter.

Regards

7 Messages

I know this is an old thread but this has just happened to me almost every day, system losing all saved devices. Keypad out of range blah blah.  Worked great for at least 5 years now, so called ss and went thru the whole reset stuff, it worked for about 12 hours. Called again and did the reset again. Lasted a day. Just lost all devices again and was really frustrated at this point, I can't spend hours every day on the phone troubleshooting. Alarm wouldn't even arm last night. Thank goodness after 4 days of phonecalls and troubleshooting they are sending me another base station. Hang in there. 

Captain

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4.6K Messages

1 y ago

@ danlor.eglrock1 did you try any of the steps that I suggested in my previous post? In eny event, call SS support and deal with SS directly and not here in the forums. The forums are fine for getting some questions asked and answered, but not something major as this.

12 Messages

Yes I did try your solution.  And even if it had worked if this problem happened something like every few years, and it was out of warranty, no big deal.  I would live with it.

But of course the bigger issue is that it is new and happening every other day.  Very much NOT acceptable.  Otherwise  I am happy with the way the system works and all the other features.  And since the Internet and these message boards are not flooded with thousands of angry customers who have this problem, I assume I was just unlucky enough to get a base unit with a funky defect.  I will be contacting SS and sending it back.

Thanks again to all that helped.

12 Messages

1 y ago

Great Customer Service!

       Happy to report SS CS is sending a new base right away.  I hesitated at first to contact them based on other big hassles I have had with some CS located in Bangalore or wherever.  That's why I posted here first. Was hoping I missed something in the setup and I could fix it myself.

So anyway, my impression of the SimpliSafe system, and customer service, is very good.  If we can just get me a good and reliable base unit I'm pretty sure I will love it.

Good day to all.

1 y ago

Same thing happened to me.  Just received my Simplisafe a couple days ago.  Installed everything last night and was working fine, about 10 mins later keypad lost connection to base.  Searched google and found the trick to take batteries out of keypad and reinstall.  It was connected again, for another 10-15 minutes then once again lost connection.  I repeated the process and it connected this time for maybe 5 mins.  At this point I just unplugged the base and went to bed.  

So far not very happy with our decision to go with Simplisafe.

Community Admin

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469 Messages

1 y ago

Hi @poprocksncoke0013,

We're sorry to hear that you're having this issue. We'll make sure to have one of our Specialists reach out to you right away!

SimpliSafe Social Team
SimpliSafe Home Security

12 Messages

1 y ago

Uh Oh, Here We Go Again!

So SS quickly sent me a new base. Thank you. I reinstalled everything.  Again.  All was fine until today.  Tried to check status. App could not talk to Base. Checked keypad.  It said "Installing, hit key to continue...". No idea why, I haven't installed anything for several weeks. Then the Keypad said can't communicate with base.  Yep, THE BASE LOST ALL SENSOR DEVICES AGAIN!  The Base is plugged into an UPS and has not moved.

I pulled the battery from Base for a few seconds and got the WiFi installed again and the keypad working. I saw no indication that the app could restore or refresh the system back to normal.  I will call SS tomorrow, but my questions will be;

1)  Can My System Be Restored From My Account At SS?  I have paid for full monitoring, and SS seems to know a lot about what MY system is doing, so do they have a file of my devices?

2)  Is there ANY other way to easily restore my system WITHOUT going all over my house and outbuildings, dragging a ladder around and clicking all the buttons and renaming etc., etc., etc?

3)  If my devices are only stored locally in the base, why are they so freaking easy to ERASE by whatever bug is in these systems??

4)  Will I need a new Base and to reinstall everything every other month to fix this problem?

I WANT to like Simplisafe. I really do.  The features are great. The CS seems to be on the ball, but I need to be able to trust this system.  I do not.

12 Messages

Just talked to tech support.  They are sending out a new base station.  Looks like there is no way to recover lost devices from what seems like an inadvertent factory reset situation.

Puling the Base battery for a minute does not remove stored data like the network name and password.  So this doesn't seem like a power or battery problem.  The Base is not next to a megawatt transmitter or any electrical equipment that could possibly induce random resets.

Why is this only happening to one or two of us? I am so darn lucky, I need to buy a lottery ticket...

Community Admin

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2.9K Messages

1 y ago

Sorry again about this, danlor.eglrock1.

Yes, the Base Station is where all info about local components is primarily stored. So as soon as the SimpliSafe app (or the website) checks in with the Base Station, whatever info is in there (or lack of info...) would overwrite what we have in the server.

You're also right that a mere power outage wouldn't wipe out the memory in the Base Station, just like turning off a cell phone won't delete any info currently stored. However, a big enough power surge could potentially do it, and also severely affect the rest of the circuits as well.

It's just extremely odd that this has happened to you multiple times. For now we'd strongly suggest moving the (new) Base Station to a totally different room - or at least plug it into a different circuit in your home.

But if this happens one more time, check back in here and we'll create a ticket with our Specialist team. They have access to engineering resources to dig into this issue deeper.

(edited)

12 Messages

Thanks for the response, JM.


I just installed the new Base.  I'm only going to install a few door sensors for now.  I have about 38 or so devices, doors, windows, sirens, glass breaks, motions, water, etc. etc, but I'll just wait for a couple weeks to see how this does.

Thanks for the help everyone.

12 Messages

Well that didn't last long...

Happened again!  Set it all up, but with just a few sensors, panics and fobs.  Checked it a few hours later and Keypad said "Installing "  but the last state I left it in was OFF. System has been wiped yet again. Base was in the same room but on an UPS.  Don't see how power glitches could do anything, and all my other electronics work fine.  Base is now in a different room where I can monitor it and only has two sensors installed now.

So, this being the third Base unit I am trying, and a few thousand customers are not screaming about this problem, logic would indicate there is something unique to my installation (yay).  If it matters...I am far from a newbie with this stuff.  I successfully installed and used a system very much like this 10 years ago. I am also an electrical engineer with 30+ years experience in digital/analog design and have written many thousands of lines of code.

Here are some thoughts if it may help:

1) Can running two bases, briefly, cause a reset?  I put the batteries back in my old base and packaged for return.  It was sometime after this I noticed the new base was wiped.  Seems farfetched and doesn't explain the other times it reset.

2) Can the base be reset from a rogue command, over cell or wifi, from the SimpliSafe servers?  Or just from the App?   A couple minutes ago, the keypad lit up and the base said "Alarm Off".  Timeline indicates a command was sent from the App.  But my phone was closed and dark.  I did not send a command.

3) I do have several Amazon Echos with lamp control bridges in the house.  I have not installed any Alexa-SimpliSafe skills though.  None of the bridges are in the same room or close to the base.  Could these cause problems?  I'd think many other Alexa users would have the same problem if this were the case though.

4) I also have Netgear and Comfast wifi extenders.  They are in different rooms from the base.

Hope you can find out what is going on.  This is starting to get old.

Thanks

27 Messages

I just moved from Brinks (previously Livewatch) after eight years. One of the features Brinks offers is that they somehow back up your panel so that if they ever have to swap it out, they can remotely populate the new panel with the previous panels settings, sensors, ZWave devices, etc.

This is something SS really should be looking to provide for every user.

Captain

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4.6K Messages

1 y ago

@JohnyM,

Your response was eye opening, and does suggest a need to change the programming if I understood your response correctly. If the base loses all settings with list of sensors for whatever reason, it then wipes everything on your servers. Not great.  The ability to do a restore for a customer would be, I would think, the way to go.

Community Admin

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2.9K Messages

1 y ago

@Captain11

In this case it's a side effect of erring on the side of more robust security. Our agents aren't able to just add random sensors to your systems (which would be how we'd go about it). The only way to register a component to your system is through the local equipment itself.

Of course, the ideal situation is for the Base Stations not to get wiped at all, ever! And to be clear - this isn't just a case of the Base Station going back to factory settings - it's kind of a bigger problem than that. Which is why we replace the Base Station entirely, since we don't know what else in the circuitry was affected.

But in that case, when we do replace your Base Station, we should already be adding all the sensors back in, so it's almost just a straight swap. But settings (like sensor nicknames) may not be what you had set them as.

(edited)

Advocate

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635 Messages

1 y ago

For clarification, my experience does not require an answer, but perhaps it would clear up some questions.

Before upgrading to SS3 in March 2018, I began to have many problems with SS2 suddenly. A month or two before installing the new system, I lost all of my devices. However, when I called CS and escalated the problem, SimpliSafe restored all of my sensors on their end. So I am a bit baffled as to how that now happened (maybe SS could achieve it with the older Base Station instead of the new one?).

A short time ago (February), I had to replace my SS3 Base Station, and when I did, the CS Rep who handled the transfer was able to add all of my components (including their customized names) on their end. I did not have to reinstall a single device, nor did I have to go about renaming them. I say all of this to confirm my thinking was in line with Captain; I have always held the belief that if anything went wrong and my system lost all of its devices, SimpliSafe could restore them on their end. I presume I was wrong?

I suppose I got lucky the previous times, and it is not customary to rely on it happening in the future.

Community Admin

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2.9K Messages

1 y ago

Shiherlis,

The restriction would be on adding sensors in. I suspect that when we sent you a Base Station Replacement, the Base was pre-programmed with the existing sensors. So what the rep did over the phone with you was just rename and reconfigure the sensors already in there.

(edited)

Community Admin

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2.9K Messages

1 y ago

Okay, we definitely want to get a Specialist on the case. We're creating the ticket now - keep an ear out for a call.

To answer your latest questions:

A memory wipe like that isn't possible from interference from other devices. At worst, the system would have trouble sending signals out, but the memory would stay intact.

It is possible for an EMP (electro-magnetic pulse) to do it. But it would have to be a REALLY powerful pulse, and you'd notice other devices in your home being fried.

Again, our Specialists are on it. We hope we can get to the bottom of this, as well.

(edited)