E

Sun, Apr 25, 2021 2:43 AM

Multiple devices not responding

I've had my system for a a couple of years. I've been using it unmonitored and it was flawless. Then about 2 months ago I started experiencing random failures of sensors. I would open the front door and the chime would be nonexistent or delayed a second or two. This continued for about a week until most of my sensors didn't work and I would receive a message about that when I would disarm in the morning.

I called Simplisafe and after a while, they decided to send me a new base unit. I installed it and it took it a while to learn but after a couple of days, things were perfect again. That lasted about a month. Now I have multiple sensors not responding again. 10 as I write this. I called Simplisafe yesterday and tech support removed all the offending devices, had me power down everything, reinstalled all the sensors and said it was all good at their end. They are sending me two new entry sensors, but that won't fix anything. I don't know what to do and I guess they don't either.

Nothing has changed. I have no new wifi devices installed and everything is located where it has always been. Moving the base station closer to the router makes no difference. All other wifi devices in the home still work correctly.

It was a good run, but I and Simplisafe can't get the system to work anymore and it does me no good the way it is. If anybody has any suggestions I'd sure appreciate the help. If I can't get it to work soon, I'll have to rip it out and try somebody else.

Thanks,
Eric

Community Admin

 • 

3.1K Messages

1年前

Hi Eric,

I'm not sure if the reps on the phone have already explained this. But the very first thing that came to mind is that there's a huge amount of interference going on in your home.

Interference can be caused by physical objects that are literally getting in the way, like brick walls or metal appliances. If you recently moved your Base Station into a closet where there's metal shelving, for example, that could severely impact its ability to receive signals from your sensors.

But interference could also be caused by other wireless devices competing for the same airpace - and in your case this is the most likely. Since the sensors use a lower frequency to communicate, you're looking for simpler devices that use more basic radio (not WiFi) like baby monitors, wireless weather stations, or remote controlled garage door openers.

Since you've already been working with our Support team, if you're still stuck, we can put you in touch with our higher-tier Specialist team. They can take you through some advanced troubleshooting. Let us know and we'll set it up!

- Johnny M.
SimpliSafe Home Security

27 Messages

1年前

I'm onboard with the interference angle with regards to what's happening with my system but nothing has changed in my home that I can put my finger on. Yes, I have a wireless weather station and garage door openers but I always have. They lived with the Simplisafe system for several years. Now, within the last couple of months, they don't play well together anymore. Nothing has moved, no new sensors, no construction in the neighborhood, no new satellite dishes, etc.

Yesterday, a really good guy at customer service had me remove and re-install the batteries one by one on the offending sensors, push the buttons on them and then open and close the windows/doors. He also asked me to move the base station to a new location. All of this worked for a few hours and cleared the errors on his end also but then this morning I had 4 unresponsive sensors that were identified. I cleared those errors doing what the tech had me do the day before and they were recognized as operating correctly on the app however the base station would not chime when they were opened.

Personally, I'm leaning towards an update to my system that went south. I'm probably wrong but I really, for the life of me, can't think of one thing that I changed in the time frame we're talking about. I would welcome further assistance with this matter. I've been on the phone with Customer Service 4 times now and things get fixed but they don't stay that way.

Thanks,
Eric

Captain

 • 

4.7K Messages

1年前

@eric1514 my apologies if I missed this in the thread, but do you have SS2 or 3 and how old are your batteries? If SS2 and or batteries are several years old, try first replacing the batteries and see how the connection to those sensors go.

I have SS3 and have an excel spreadsheet that I replace batteries at "aggressive" intervals.  Costco and Amazon are my go to sources and get good prices so I can do this at what I consider a reasonable cost.  No connectivity issues at all.  Again, sorry If I missed these points if already covered.

27 Messages

1年前

Hi there.

I have an SS3. I too thought batteries were the issue. I tested every battery in every entry sensor that has acted up as part of the drill to get them back on line and they all tested above 3v, usually 3.02v or better. Costco does have a good deal on Duracell 2032s, $12 for 12 so I bought a pack and they test better at near 3.2v. I put one in an entry sensor that was less than 3 feet from where I relocated the base station at the request of customer service. That is currently one of the sensors that the app considers functioning correctly, but when I open the door it's attached to, I get no chime.

Oddly, the sensor on the laundry room door to the garage consistently gives an error message to the keypad and the app saying it's open and yet it chimes.

Thanks for your help,
Eric

Captain

 • 

4.7K Messages

1年前

@ eric1514 you are very gracious as it appears "my help" wasn't that effective. :-) On the laundry room sensor, are you sure the sensor and magnet are close enough together? Does the blue light flash when you open and close the door? If not, reposition them to close the gap.

27 Messages

1年前

Yes, the lights work as they should. 1 flash open, 2 flashes close and 3 when you push the test button. The laundry room sensor will be replaced today or tomorrow as Simplisafe is sending me 2 new sensors.

Again, thanks for your help. I appreciate any and all suggestions. I am out of ideas and I am certain you know more about this system than I do. It just baffles me as the whole thing worked so well for years and then suddenly I'm having all these issues.

Eric

Community Admin

 • 

3.1K Messages

1年前

Thanks for the update, Eric.

We're pretty sure that it's not something that was caused by any recent firmware updates (the most recent one being Firmware 2.1, from last month), since we haven't had any widespread reports like this.

But it could be possible that your wireless weather station, or garage door openers, have switched into the same frequency range. Just for the sake of ruling them out, have you already tried shutting them down temporarily one by one?

And another possibility is that a neighbor might have recently set up their own garage door opener, or other device, that is now causing the problem. But that's unlikely unless your houses are fairly close together.

- Johnny M.
SimpliSafe Home Security

27 Messages

1年前

To add insult to injury, FedEx just delivered my two replacement sensors to who knows who, but not me.

Eric

27 Messages

1年前

I'm running 1.6.2.

I removed the batteries from all (3) remotes for the garage doors, unplugged and removed the batteries from the base unit and observed no change. I now have 3 sensors offline and an open entry sensor on a closed door. Just for yucks, I opened a random window and the sensor blinked but no chime. That sensor is OK according to the app.

Tomorrow I will go outside and remove the batteries from the weather gathering part of the weather station. I think it transmits info like wind speed to the base station in the house. If that doesn't do anything, I'll remove power from the base station half. I'd rather not because I will lose all historical data, but oh well.

Not having fun,
Eric

Captain

 • 

4.7K Messages

1年前

@eric1514  that is an old firmware version. Maybe call SS to push down the current version (2.xx?) and see if that helps, but would try the batteries out of the weather station first.
Good luck.

27 Messages

1年前

Ok, I'm done. Uncle. Removing the batteries from the weather station did nothing.

I've done everything I know to do and everything that has been suggested and it still doesn't work. Doors that are reported as open are in fact closed and will chime when opened and windows that are reported as closed will not chime when opened. Sensors randomly go offline only to come back online hours later with no intervention on my part.  I have no idea which sensors are working and which are not. I'm afraid to arm the system because I can't trust it to not think a door is open and set the whole thing off.

Like I said, it was a good run while it lasted, but it's broken and of no use to me.

Eric

1.3K Messages

1年前

FWIW, if the system is armed with the door open (or sensor reporting door open) the alarm will not be triggered. The system will ignore those sensors until the system sees them as closed. Once it sees the sensor state go from open to closed then the sensor becomes an active partipant, so to speak.

Also, note that the sensor state typically doesn't change in real time if you're looking at the app. I believe you have to refresh the status in the app each time if you are trying to monitor it on the fly, so to speak, else it appears like the open/close status doesn't change as you might otherwise expect.

Community Admin

 • 

3.1K Messages

1年前

Hi Eric,

Now that we've got the basic troubleshooting out of the way, it really is time to get you in touch with our senior Specialists. We've created a request and someone will be reaching out.

- Johnny M.
SimpliSafe Home Security

27 Messages

1年前

Thank you, Johnny.

When I had the weather station down, it had a switch for 3 different frequencies. I tried each to no avail. I even put all my car key fobs in a metal box and put them in the garage. I don't know. I really appreciate everyone's help here and I'm not ready to give up on the whole thing, I'm just really frustrated. I truly hope we can get this working.

Thanks again,
Eric

27 Messages

1年前

Well something just happened. I was outside working and took a break and I thought I saw on the app that you guys pushed through an update but I can't find it now and the keypad still says 1.6.2, but I went from 10 sensors offline to 0. When I noticed a couple come back, I went around tested all the others one by one and now they all chime and the app says everything is OK. Not to be a Debbie-Downer, but I've been here before. We shall see.

Thanks,
Eric