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Sat, Aug 1, 2020 11:18 PM

Off-line Error Message

I have off-line error messages on 5 of my devices.  I have changed out the batteries in all of them and still have the error message.  I can't reach SimpliSafe tech support today.

Official Solution

Community Admin

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2.9K Messages

Il y a 2 y

@mortyking1
Sensor Error messages will pop up on your Keypad whenever specific sensors fail to check in with the Base Station. So you're right that it might be a battery issue, but it can also be an issue with the wireless communication. The Sensors might be too far, or there may be too much physical or wireless interference getting in the way.
Our Support team will be reaching out soon to go through troubleshooting with you.

@babylam2000
Your issue is a bit different. It sounds like your Video Doorbell Pro is having trouble maintaining the connection to our website through your WiFi. Our Support team will be reaching out to troubleshoot with you as well!

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1 Message

Il y a 2 y

I keep getting this messege on my doorbell camera. I have to do a reset everyday in order for it to work. I can't view live feed or and video doesnt record. I check the camera strength and its strong. I would also like to know why they go offline often. I.have emailed customer service twice with no response.

2 Messages

Il y a 2 y

I have a new system, when I check the devices by pushing the button, it says entry sensor, but I have offline message on half of my sensors.  Surely you didn't ship with low batteries, Simplisafe.  Cannot figure out what else it could be.

Community Admin

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469 Messages

Il y a 2 y

Hi @mjl1960,

The first thing we would recommend trying to do is to restart the sensor by removing a reseating the battery. If that does not fix the issue for you, another thing you can try is to unpair and then re-pair the affected sensors to your system. Doing so should clear those error messages for you.

SimpliSafe Social Team
SimpliSafe Home Security

4 Messages

Il y a 6 m

I have whole groups of entry sensors going offline. In the 'devices' web page, I have tried removing and then reinstalling them. The issue is that now, other sensors show as offline. I went through the exercise 2 or 3 times, and every time another sensor or group of sensors is offline. Making the issue worse is the fact that the SAVE button hangs for minutes or longer, and I ended up having to reload the page in the browser. 

So far, I have not been able to resolve this. 

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9 Messages

Il y a 6 m

I am having the same problem. There seems to be an issue with their new base stations. I have told them about this and I told them if it does not correct the problem I am going to ADT.

4 Messages

Il y a 6 m

I found a solution: The phone support 'specialist' at Simplisafe had recommended that I delete each sensor one by one and then revive it. This is the wrong way to do it. Instead, on the 'Devices' page, click the refresh button right next to the text "Devices Updated dd/mm/yyy". This causes the system to rescan all sensors. Strange, that Simplisafe support people do not know this. 

9 Messages

@wolfhomma​ 

you mean the refresh button on the device settings page? If this is what you mean. I have done that before. It did not help. I have reinstalled all the sensors put in a new base station rebooted the base station with the white button underneath the cap on the base station. Unplugged it and took the batteries out. I also live in a one story small house so range is not an issue. Tech support doesn’t have anymore suggestions. There is a problem with their hardware. A lot of people having the same issues.

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Community Admin

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2.9K Messages

The refresh button on the app asks your Base Station to send the latest update that it has from all sensors. But it might not have the most accurate info, since each sensor only checks in every hour. Removing and re-adding a sensor would also force that sensor to check in immediately.

@harold24915 refreshing won't resolve the issue if the signal isn't able to get from the Sensor to the Base Station at all. From what you've described, it sounds like your problem is extreme interference.

Interference can be caused by dense physical objects literally getting in the way of the signal. That means brick or concrete walls, mesh insulation, heavy appliances, etc. The only solution to that is to move your SimpliSafe components so that there's a more direct path, with fewer obstructions between the sensor and your Base Station.

The other major cause of interference is other wireless signals competing for the same airspace. Since the sensors all use a relatively low frequency, you're looking for simpler devices - especially those you might have added recently; like maybe a remote controlled garage door opener, wireless weather station, etc., or maybe some smart home gadgets like smart plugs or switches.

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5 Messages

My question for all of these discussions of signal problems is "Which signal?"  If an entry sensor is offline (which occurs much too often with SimpliSafe systems), is the signal failure in the cellular signal (which should never be the problem) or the WiFi signal? It would help if all participants would specify which wireless mode they are referring to.

Community Admin

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2.9K Messages

@drtank​ Sensor signals are a different one entirely! Components communicate with the Base Station through local radio. Cell and WiFi are used only in the link between the Base Station and our Monitoring Service.

4 Messages

@davey_d​ That is really reassuring that the signals for the vital alarm system can be easily interfered with. Hence the recommendation to not have the SimpliSafe sign outside your house door, because the would be burglars know how to totally disable the sensors, once they know the type of alarm system. All it takes is a small transmitter tuned to the frequency band of the sensors.