wjennis3's profile

Sun, Jan 16, 2022 9:48 PM

New Year, New-ish Problems

I have three new(probably related) system problems. I figured I'd ask the community before calling tech support.

1. "No Link to Dispatch Center": I came down this morning and turned off the system and got this audio alarm from the base station. It doesn't sound good but does it mean that an alarm signal will not be sent to the dispatch center?

2. Simply Safe iPhone app: In "General Settings", attempts at updating the app get the message, " Device Connection Problem"-Your device was unable to connect. Make sure your device is plugged in, check your wifi etc..."

3. SimpliSafe Website: System Tab>>"Settings May be out of Date">> Refresh and Edit button click returns a message, " Your Base Station is having trouble connecting to SimpliSafe, The data connection at it's location may be weak, try moving the Base Station, Error Type: Gateway Timeout.

I think these problems are all related, but I'm not a IT/Network expert, so I don't know how they may be related.

Any thoughts from the community?

Thanks in advance.

Bill

Official Solution

Community Admin

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2.9K Messages

Il y a 7 m

Hi wjennis3,

By default your system would be configured with Verizon connectivity, which should have very good coverage in most places in the US. I say most, because it's possible that your area might be the exception?

In terms of cell reception, the material that your home is made of can play a big factor. For example if you have thick brick, adobe, or concrete walls, or if you have a metal roof - these can physically block cell signal. Since the Base Station is trying to connect to cell towers outside of your home, we sometimes suggest placing your Base Station nearer to a window, so might have a better time catching a link. Of course you don't want it right in front of a window where people outside can see it!

Or the reception could just be poor in your neighborhood. In that case, we might need to swap your Base Station with a different SIM that connects to another network. Our Support team at 800-548-9508 can help with that.

And finally, we should ask. It sounds like you have WiFi at home. Do you know if your Base Station is already connected to it? We strongly suggest having that second connection linked up, and you can check from your Keypad by navigating to Menu > System Settings > WiFi.

(edited)

Captain

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4.7K Messages

Il y a 7 m

Bill, you are probably correct they are all related, with your base unable to connect to  Simplisafe. Although the siren will go off, there can't be any dispatch.  Has your base station ever connected? Does a test signal show in your timeline? (One should be generated daily.)  You can do a hard reboot of your base (unplug it, take the batteries out, wait a minute, reverse the process and then try it again to see if it connects. If not I strongly suggest you call support as this is too important not to get it working.  If a new system and never connected, your comm board with the SIM may have never been properly setup. Finally, if this is a SS2 system, did you have your comm board swapped out?  It may be that your carrier chip is no longer working and they only have 4g working in your area at this time.  Best to call support and work through it. Please post your outcome here if you get the time.

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10 Messages

Il y a 7 m

Hello captain11;

    Thank you for responding to my post.

Of course, I come down this morning and get no audio alert about not being connected to the dispatch center. So, I guess now maybe I am connected.

    Regarding a test signal in my timeline-I'm going to assume that "Automatic Test Signal Received" is what you're referring to. I don't see one every day: Yesterday(Sunday) no Events noted, Saturday,Yes a test signal was received. Friday, no test signal, Thursday, Yes, signal received.

So it seems completely erratic as to the Test Signals.

This is the third base station I've had so it's not a totally new system.

  Could cellular reception at my house be a problem? My wife's cell phone doesn't work in the house, although mine does(although it might be via wifi assist on my iphone.)

Because of all these idiosyncrasies, my confidence that this system I'm paying for is actually, reliably doing it's job is shaky.

Any comments about the cell phone reception would be welcomed.

Thanks again.

Bill

Captain

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4.7K Messages

@wjennis3​  Sorry I am back late to the party, but my normal advice on connectivity issues like this is to call, or in this case, go back to support.  Even with multiple bases, support escalation to a higher team and working through it in live time is best. Let me give you a short example (even though a different area, I would say still applicable).

Years ago when I had my original SS2 system, when my wife or I got home the system would sometimes alarm even though we entered the correct pin on our kitchen keypad.  Several calls in to support, SS and I were both scratching our heads to this intermittent situation. Finally, a tech specialist manager asked if I could email him a layout of my home, placement of the base, sensors etc and show electrical and heat sources.  Taking an old copy of our builder's sales brochure, I marked it up, scanned it and sent it to the tech. Next day got a call, made one quick adjustment and problem solved. A motion sensor some 20 feet away in the kitchen eating area would sometimes pick us up entering through kichen door from the garage and send a signal to the base before the door entry sensor to start the entry countdown. Yeah, appears obvious now but hindsight is 20/20.

@davey_d  I have suggested in the past, and now will do so again, that SS creates an online tool in the community where cusotmers can build their floor layout, show sensor locations, windows, tv's etc and then request review from support.  Bill has a serious issue with his system and SS should provide the resources to solve it.  You did for me many years ago, you can do it now. Thank you. 

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10 Messages

Il y a 7 m

Hi davey_d; Thank you for responding to my post.

I'll address each of your points separately:

1. "By default your system would be configured with Verizon connectivity, which should have very good coverage in most places in the US. I say most, because it's possible that your area might be the exception?

    My wife and I both have Verizon as our cell phone carrier and the service is very questionable in and around our house. It usually only works with "WiFi Calling".

2. In terms of cell reception, the material that your home is made of can play a big factor. For example if you have thick brick, adobe, or concrete walls, or if you have a metal roof - these can physically block cell signal. Since the Base Station is trying to connect to cell towers outside of your home, we sometimes suggest placing your Base Station nearer to a window, so might have a better time catching a link. Of course you don't want it right in front of a window where people outside can see it!

    Our house is an older structure made of wood without a metal roof

I moved the Base Station very close to a window after your suggestion.

How do I know it's made any difference?

3. Or the reception could just be poor in your neighborhood. In that case, we might need to swap your Base Station with a different SIM that connects to another network. Our Support team at 800-548-9508 can help with that.

I will call Support and request a Base Station(that'll be our fourth!)

4. And finally, we should ask. It sounds like you have WiFi at home. Do you know if your Base Station is already connected to it? We strongly suggest having that second connection linked up, and you can check from your Keypad by navigating to Menu > System Settings > WiFi.

   Yes, I have WiFi at my house. Additionally, in an attempt to fix this ongoing problem, Eric from support sent out a WiFi extender so I could give the Base Station an explicit 2.4Ghz to see so it wouldn't be confused trying to find the correct network band. My Xfinity gateway combines the 2.4 and 5 Ghz signals into one band.

When I open the Xfinity gateway webpage, I see the SS Base station connected.

But, But!!,  if I go to the keypad and attempt to "Check for Updates", I get the "Unable to check for updates without WiFi connection. Would you like to set up WiFi?"

Yet, the previous keypad screen clearly showed it connected to the 2.4Ghz network!!

This has been going on for months with no one having any insight as to how fix the problem.

 davey_d- do you have any ideas?

Community Admin

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2.9K Messages

Hi wjennis3,

 

Hm, the WiFi might be connected, but it sounds like data isn't going through. Your router might be blocking it. I'm not sure if you know how to do this, but our Support team might be able to walk you through Port Forwarding.

 

But for that replacement - you shouldn't need a whole new Base Station this time. We could just replace the SIM card, which is a little memory chip that goes inside the Base Station. So it should be a bit less of a hassle.