whoaru99's profile

1.3K Messages

Sat, Aug 14, 2021 3:01 PM

Now what's going on...?

Can arm/disarm my SS2 system using the SS app but can't send any device settings changes.

Message appears, "Unable to send changes to your Base Station. Check your Base Station or try again."

Of course I've tried several times, but if the system takes the arm/disarm commands remotely, what else is there for me to check with the Base Station?

NOTE: The same thing is happening with both of my SS2 systems. Can arm/disarm but cannot send/save device settings with the SS app. Using the online/web dashboard to change the device settings does work.

1.3K Messages

Il y a 1 a

Still having this problem. Anyone else?

Community Admin

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2.9K Messages

Il y a 1 a

Hi whoaru99,

I might recall that you have multiple systems? Are you seeing the same issue between them?

Just from the symptoms you describe, it's definitely a connectivity issue - like the cellular connection is strong enough to get arms and disarms through, but isn't strong enough for the Base Station to receive the settings file update from the server.

Do I also recall correctly that your systems up-to-date with 4G? If it's been a while since we last replaced your cell modules, it might be time now.

- Johnny M.
SimpliSafe Home Security

1.3K Messages

Il y a 1 a

Yes, two systems, both having the same issue. All works from web/online dashboard, but device settings won't take from my smartphone using the SS app.

The original SS2 cell modules were replaced with the 4G/LTE modules pretty early on when that first started coming out. I don't recall the time... a couple years ago, maybe??

Advocate

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108 Messages

Il y a 1 a

Do you have access to try the app on a different phone?

1.3K Messages

Il y a 1 a

Not a different Android phone. I can try the GF/SO's iPhone later today. I presume arm/disarm is working on her phone else she would have said something, but she would never try to change any settings so that's something I can try later.

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Il y a 1 a

Called the SO and walked her through changing device settings of one sensor and it worked fine for her on the iPhone. I saw the change on the device settings page and heard the base acknowledge the settings synchronized or whatever it says.

So, seems like either a problem with the Android app or some setting on my phone. Have tried already clearing cache and clearing data and uninstalling/reinstalling the app but still not working on my phone.

Community Admin

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2.9K Messages

Il y a 1 a

Thanks for the info, whoreu99!

So we've definitely isolated this to a Gen 2 + Android issue, which narrows it down significantly. I'm working with our dev team now to find out more.

- Johnny M.
SimpliSafe Home Security

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Il y a 1 a

Got an email from one of the SS team asking for some additional details. Thanks for sending the topic up the chain.

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Il y a 1 a

FYI/FWIW, the Android app is back to working for me for changing Device Settings. Not sure when it got fixed but noticed it yesterday and confirmed again this morning.

Thanks for fixing it!

Community Admin

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2.9K Messages

Il y a 1 a

Perfect! Glad to hear our dev team was able to get that update pushed out. If anyone has trouble like this again, let me know and we'll get it sorted.

- Johnny M.
SimpliSafe Home Security