12 Messages
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...
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...
captain11
Captain
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4.6K Messages
1 y ago
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simplisafe_admin
Community Admin
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469 Messages
1 y ago
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
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captain11
Captain
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4.6K Messages
1 y ago
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simplisafe_admin
Community Admin
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469 Messages
1 y ago
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
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captain11
Captain
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4.6K Messages
1 y ago
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danloreglrock1
12 Messages
1 y ago
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.
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poprocksncoke0013
3 Messages
1 y ago
So far not very happy with our decision to go with Simplisafe.
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simplisafe_admin
Community Admin
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469 Messages
1 y ago
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
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danloreglrock1
12 Messages
1 y ago
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.
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davey_d
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.
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captain11
Captain
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4.6K Messages
1 y ago
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.
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davey_d
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.
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shiherlis
Advocate
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635 Messages
1 y ago
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.
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davey_d
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.
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davey_d
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.
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