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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

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Nevermind. I thought it was too good to be true. Still not working.

Eric

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Hey Johnny,

Nobody from Simplisafe has contacted me. Should I call them?

Thanks,
Eric

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Yes. Keep on it.

Community Admin

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Hi eric1514,

Sorry about the delay. From our records, we see that our Specialist is still investigating. But they'll reach out ASAP.

- Johnny M.
SimpliSafe Home Security

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Thanks, Johnny.

Yes, I'm in contact with someone now. We're all stumped. I did a few things the tech suggested but the results were mixed. We're still working on it.

I'll keep you all posted,
Eric

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Tech support at Simplisafe sent me a new base station, keypad, camera and 4 sensors. That was my original order several years ago. I installed the base station, keypad and 2 of the sensors. So far, so good. I've been here before but I'm hopeful.

Fingers crossed,
Eric

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No joy. Woke up this morning to 6 sensor offline and one obviously closed door reported as open.

Bummed,
Eric

Community Admin

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Certainly is disappointing, Eric. Looks like we're back to square one. Since we swapped out the hardware completely, we can rule out anything being wrong with the hardware that you had before.

It's very likely an environmental issue, and the fact that it only just started a couple of months ago is a major clue. Something was introduced into your home around that time that is causing this.

Of course, we're updating the Specialist who was assigned your case.

- Johnny M.
SimpliSafe Home Security

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I've been over and over what could have happened and I keep coming up empty. I can't think of anything that changed.

I was on the phone with my tech today for almost 2 hours and we tried a lot of different things. New sensors, new locations for sensors and new locations for the base station. What we found was that the sensors only reliably work when the base station is in the same room. Even moving the base station out of the room and five feet down the hall will cause the sensor to not be recognized.

We got rid of all the error messages by the time we finished our conversation and he is going to call me back tomorrow morning.

This is not Simplisafe's fault and I really don't think it's mine either. The only new thing in my house is a different car in the garage, but disconnecting the battery in it and removing the batteries from the key fobs for a time did not make a difference. The timeline is all wrong, also. I think something beyond my control is bombarding my house with radio waves that are causing interference. Smart gas meter, smart water meter; something like that, but I'm not very knowledgeable about those sort of things and whether they could cause this issue. It would also be a surprise if Simplisafe would not work with these things in the neighborhood. They're everywhere.

I don't know,
Eric

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Maybe...

So the tech had me move the base station to a new location but after a few hours it became apparent that this just improved the reception to some sensors and degraded the reception from others. I didn't like where we moved it to so I moved it back to where it had always been previous to all this nonsense.

When I plugged it back in, the base station said "Wireless interference detected". In that room there is a ceiling fan, that I installed years ago before I installed Simplisafe, with a wireless remote that replaced the wall switch. That wall switch had become unreliable for quite a while, requiring several pushes on the light switch to get the fan light to turn on. So I disconnected it. I had to run around and reset several sensors but it has been 15 hours without an error message and all sensors are online and reporting closed.

Let's keep our fingers crossed,
Eric

Community Admin

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The only other thing that came to mind was that it could be something about the walls of your house - or at least the walls in that room where your Base Station is. Some old houses, for example, have mesh to help support plaster on walls, and that can wreak havoc with wireless signals.
But unless you decided to do some major renovating lately, it would be unlikely for it to suddenly become an issue starting only two months ago.

- Johnny M.
SimpliSafe Home Security

Captain

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@eric1514 good morning.  Your situation came to mind this past week, as I had to temporarily move our base from a front bedroom to a back bedroom. (Daughter just had our 2nd grandchild and the older sibling was staying with us for a few days and grandma didn't want the base going off by accident in the same bedroom -- grandma always wins).  When I did, my 40+ sensor system started experiencing "sensors not responding".  Admittedly it was only three but this behavior was a rare occurrence, if any over many months and the move was only about 10 feet between rooms.  I should note I have a four point Google WIFI mesh network but in total 30+ iOT devices on it, so can be a fragile balancing act.

I am posting all of this to suggest you take the adventure of moving your base to different locations throughout your house. BTW, what I haven't added to this point is that the baby monitor was the red herring.  When I shut if off between naps and bedtime, no issues.  Yes, obvious and I was planning on using the time to experiment but you may want to go over whatever may have been added to your house or at least take an inventory of all wireless devices in your house.  As I have posted elsewhere in the forum, I have run into issues with my SS systems over the past 9 years only to find out the cause was hiding in plain site.

Best of luck with your continuing efforts.

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Woke up this morning to 4 sensors offline and gradually got up to 8 or so and have settled at 6 plus one closed door reading open.

Oh well, Simplisafe and I have officially given up trying to solve this issue. We're both stumped. Unless someone comes up with a solution, I will be shopping for a different system in the next couple of weeks.

Thanks all for your help,
Eric

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I agree with Johnny here, my suspicion is that someone else is using 433 MHz equipment nearby you, causing widespread sensor transmitter and receiver interference.  You need someone with an RF meter that can do 433 MHz to measure signal levels in your house with the SS system power down and batteries removed (or just have a neighbor a mile away take care of them for a few days).  See if you get a big signal on occasion, and if you do move the meter around to see where it gets bigger or less to determine direction, and keep doing that until you find the offender.