S

257 Messages

Sat, Apr 6, 2019 3:17 PM

Remote Reboot

This topic may have come up before but I may have missed this concern. SimpliSafe needs to have the ability to reboot base stations and cameras from their end. If 600 miles from home and system is not responding to phone app or online account awful hard to unplug and remove batteries from base 600 miles away. Or if camera is stuck on solid yellow light awful hard to unplug and plug back in after 10 seconds when 600 miles away. These actions maybe shouldn't be up to the customer service call taker but  a separate group within transferred to that could initiate this action. Just my thoughts. Really like my SimpliSafe but could like it more. LOL

Official Solution

Community Admin

 • 

2.9K Messages

Il y a 3 y

@sh2402

Indeed, it would be useful to be able to remotely reboot both the Base Station or the cameras.

However, situations that require a reboot usually involve the Base Station or cameras having connectivity issues - or the unit may be frozen and not accepting commands. So even if the reboot command did exist, we wouldn't be able to link up with your equipment to send the signal.

(edited)

1.3K Messages

Il y a 3 y

@sh2402

Dunno what your neighbor status is but maybe getting to know one of them could prove fruitful for such matters. A trusted person to keep an additional eye on the place and do such a thing in the (hopefully) rare case it necessary. If not so rare then maybe the connectivity issue, or whatever, needs to be sorted.

9 Messages

Il y a 6 m

I am a new user and also was suggested by SS support to reset my base station several times.

Definitely, they need to provide a way to do so via the app instead of removing a screw from the base and removing the battery.

Community Admin

 • 

2.9K Messages

@chudak​ thanks for the suggestion. There's a couple of important points to keep in mind:


First, we perform the reset to completely power down the system, so a total shutdown. So that's why a soft reset wouldn't be the way to go.

Second, the most common reason that we need to do a hard reboot in the first place is when we're troubleshooting connectivity issues - either with the built-in cell connection, or the WiFi. Rebooting forces those two connections to reconnect immediately. But if the actual issue was with the connection, then of course there would be no way to link to it, so you'd have to reboot manually anyway.

5 Messages

Il y a 5 m

Agreed. Like right now this minute, my doorbell camera says it detects motion but also it’s not connected to the internet so I don’t get video.

I think this is because I moved the DNS server for iOT network to a new IP address, and I need to either reboot the base station or wait for the dhcp lease to expire before the base station will get the new DNS server IP address.

Since I’m 600 miles from home, I can’t reset it . This is bothersome since I get the motion alerts but I cannot see what is happening.   I was just searching the mobile app for a way to reboot the base station. I came here since I couldn’t find a way to do it.

(edited)

Advocate

 • 

417 Messages

Il y a 4 m

@majorgear ,

Since I’m 600 miles from home, I can’t reset it .

I suspect you can buy a WIFI connected smart plug and plug the Base Station into that so you can reboot remotely. Just make sure that you buy one that will allow you to access it via internet and not just from the LAN. Yeah, it doesn't help you right now but it's probably worth setting up in the future. (Assuming you have WIFI there and since you're using the mobile app I assume you do.)

Edit: And yes, I know this method means waiting for the battery back up to run out also but if you're time zones away it may still be your best bet...

(edited)

1 Message

Il y a 4 m

I've had the same issue.  In January I was 1800 miles away in Florida and needed to check on temperature in our home (in Minnesota).   Phone app says that base station is not connected.  My camera is active, I just can't get to the sensors.  I've had to reset the base station several times now by removing the batteries.   Why does this keep happening?   The base station is literally 15 feet from my router.  There should not be any issues with the wi-fi connection.   Is my base station defective?

Community Admin

 • 

2.9K Messages

@EdA1961​ my guess is it's some sort of issue with the WiFi router.

Are you still in Minnesota now? It might be helpful to put you in touch with a senior specialist who can take you through advanced troubleshooting.