acissa's profile

Wed, Jun 29, 2022 11:49 PM

Second time this summer have lost all my devices

Twice in the last couple of months, I go to my keypad, and all my devices have disappeared from my Simplisafe system. I refresh my app on my iPhone - all gone. I restart the basestation and keypad, still nothing. My basestation acts like it is a brand new system. I have to reinstall all my devices.  No fun to do.

Any ideas?

Official Solution

Community Admin

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2.9K Messages

2 m ago

Hi @acissa ,

Your case is similar to users from this thread. Has there been a recent change to your system, like a firmware upgrade, cell module installation, etc?

And have you already reached out to our Support team at 800-548-9508? We definitely want to get you a new Base Station ASAP.

Captain

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4.7K Messages

2 m ago

@acissa Twice in one month? Suggest you call SS immediately and troubleshoot. Sounds like they will send you a new base but twice in a month would make me a very, very unhappy camper and would want an explanation on the cause and what to prevent it.

Please post your outcome after you call; I am sure many will be interested, including me.

SS This has come up several times, yet from wnat I can see, nothing in the help center.  Will request an article but it should be created asap, if it doesn't already exist.

(edited)

7 Messages

@captain11​  mine has lost my devices daily for 6 days...after hours of useless resetting with SS support they are sending me new base station...crossing my fingers. 

Community Admin

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47 Messages

@muttjunky​ A new Base Station should do the trick here. However, if you run into any issues after the Base Station arrives feel free to reach back out to me here and I'd be happy to take a further look at your system with you.

2 Messages

2 m ago

I had the same thing happen to me. I just received my replacement base station but I am unable to add either of my outdoor cameras. They are fully charged according to the battery lights but they will not even turn on so that I can try to re-connect them to the base. 

Community Admin

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2.9K Messages

@CdlMbdl​ during this process, did you reset your Outdoor Cameras as well? That should wipe their memories and un-pair them from the old Base Station.

To reset, hold the button in the back (next to the USB socket) for 15 seconds. When you release, it should reboot into setup mode. Then you can try installing through the app again.

2 Messages

Thank you for the help. I tried that numerous times with no success.

Community Admin

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2.9K Messages

@CdlMbdl​ ah, okay. So the next solution might just require replacing those units entirely. Give our Support team a call at 800-548-9508 and we can get that order in ASAP!

7 Messages

1 m ago

Same here...after 6 days and countless hours on the phone with SS they are sending a new base station  to me. 

2 Messages

16 d ago

Just spent 40 minutes on the phone having to rename all of my devices due to 5G upgrade. I am not happy. They are giving me a month’s credit but I believe that is from my problems yesterday updating my system. Very frustrated with SimplySAFE right now. Long-term customer. Dave! Do something to fix this problem! If your system is losing all of the device names, that should be something that can be fixed on your end with storage/cloud.

Community Admin

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2.9K Messages

@clowy101​ unfortunately, the pairing procedure does need to be done locally, so that each device can essentially register itself with the Base Station. But no, the wiping shouldn't even have happened at all. If it happens again, let me know via private message. I'll send you a whole new Base Station.