M

Mon, Oct 19, 2020 1:49 PM

Sensors triggered for no reason

My wife and I were at work and around 5:11am I got a notification that some of our sensors we triggered. Someone called to make sure everything was fine and they sent someone out to check on everything. We are very confused with what happened! The motion sensor in our living room was triggered first and three minutes later the entry sensor on the kitchen window was triggered. We aren't sure how that is possible. That would mean someone would have to be in the house already and then open the window after walking by the motion sensor. We have two cats but they've never triggered the motion sensors before. Once we got home and saw that everything looked normal and all the sensors were still in tact I called SimpliSafe to ask if they know what could have happened. Two different people told me they've never seen that happen and they made it sound like it wasn't possible for that to happen. I just wondered if anyone else has ever seems this before and if anyone has an explanation. It's kinda creepy.

Official Solution

Community Admin

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469 Messages

Il y a 2 y

Hi @mjm_3,

That certainly does sound strange. Generally, the only ways that an Entry sensor would falsely trigger would be if the sensor (or its magnet) either fell off of the window or if the sensor is borderline too far away from the magnet so that it only "sees" the magnet some of the time. Regardless, it sounds like this will require some more in-depth troubleshooting to figure out the causes. Make sure to give our Support Team a call as they'd be happy to help. They can be reached at 1-800-548-9508 from 8 AM to Midnight ET, 7 days a week!

SimpliSafe Social Team
SimpliSafe Home Security

166 Messages

Il y a 2 y

Our cats will trigger the motion sensors.  There is a sensitivity select switch on the back of the motion sensor.  You have to remove it from the mounting bracket first, maybe setting it to Low will help with the cats.  Have no idea why you got a false alarm on the entry sensor.

Advocate

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2.8K Messages

Il y a 2 y

Route 66 Guy is correct, the motion sensors indeed can be triggered by pets.

As for the window, if the siren was blaring, could the cats have freaked and brushed against the sensor on the window?  I'm not saying this as an explanation, but I can tell you that one of my cats brushed up against a window blind wand once, the wand hit the window sensor, the alarm went off - I'm not sure how that happened but it did, there was no other explanation.

8 Messages

Il y a 2 y

Same thing just happened to me. Motion sensor went off, then 4 minutes later a window entry sensor went off. Nobody is in the house, no pets.

I could see how sunlight or our heating system could trigger the motion sensor. But I have no explanation how a window sensor would have triggered.

2 Messages

Hmmm...
SS website does say sunlight or heaters can cause motion sensor false alarms.

https://support.simplisafe.com/hc/en-us/articles/360029593952-Motion-Sensor-False-Alarms-All-New-SimpliSafe-

2 Messages

Il y a 1 a

I have had a similar thing happen twice.

I believe I have a direct sunlight problem with my motion sensor and have had it false alarm twice in the last month, I'm wondering if it just started happening due to seasonal sun angle changes. But that's less weird than this occurrence:

Motion sensor false alarmed, possibly due to heater or possibly due to direct sunlight like I said before. In the same minute, a panic button alert was also reported from the keypad. Checking cameras nothing is going on. Support didn't seem to have an explanation. I'm guessing RF interference or something?? Maybe the base station is too close to some metal and there are odd RF reflections? Either way it's a bit disconcerting.

On a previous occasion, an entry sensor was triggered because I told a friend to go into my cellar. I had forgotten to set the sensor to secret alert, so the alarm sounded. Subsequently, a window entry sensor alert also triggered, even though the window was never opened and the sensor was not physically moved. Very similar circumstance. Again, wondering if it's RF interference? I wish SS used a more robust form of connection to the base station...

Fairly new system, batteries are all good.

1 Message

Il y a 2 m

My alarm triggered last night- a door sensor and then a interior motion sensor. No one was there and the heat is off. And even if it was on, it’s a wall unit. So the heater and sunlight thing can’t possibly be the issue. Thoughts? 

1 Message

Il y a 2 m

Same here, last night 2022-06-10, empty office with cams all around the perimeter, alarm went off last night...garage motion, then an entry sensor...then an interior hall motion...there was no entry or exit of anyone from the building when reviewing the cams and the garage is sealed off from the interior so that an entry sensor that wasn't triggered would have gone off if the event was real. 

Where is SimpliSafe on this thread, I think they have a software bug they're ignoring.

4 Messages

@scottmoore​ I had a basement motion sensor and a deadbolt locked door on a different floor activate at the exact same time of 3:52am. Basement camera showed nothing. Email and text messages sent for both sensors. Phone app shows borh Alerts in Red. SSafe called. These were both false alarms!! I spent 2 hours on talking to a tech. He could not determine why this happened, and he never said that this has happened often to others. I had the original system for 15 years and NEVER had a false alarm. Only had Gen 3 system for 2 months. They know they have a serious kink in their software. I don't need a security system that can not be trusted or is not reliable. We need immediate correction of this!!!!! 

Community Admin

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2.9K Messages

Il y a 2 m

Hi @scottmoore ,

Please give us a call at 800-548-9508. Investigating will require us to dig into your account, especially your Timeline event log. But I'm confident that we can get to the bottom of it.

4 Messages

@davey_d​  Well.... has SSafe figured it out yet?  I did get an Update message on both of my Key Pads later and did both updates successfully. It took about 12 mins each to update. I hope this corrects the problem. If it is the Silver Bullet. SSafe needs to push this update out to all Gen 3 clients. Comments??

Community Admin

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2.9K Messages

@ecuwilliams , the current-gen SimpliSafe system receives updates on a regular basis. Although the issue that you mention was not included in the list of issues that were targeted in the latest firmware update, it is possible that it would still clear out other software glitches. Learn more about the latest update here.

1 Message

Il y a 2 m

Had similar event happen at my business location.  This past Friday we had a motion sensor trigger at 1:15 pm.  I responded to the business location with local PD.  All was clear.  Rearmed alarm then Sunday morning at 1:15 am the same motion sensor triggered.  Local PD called me and they were on location.  All was clear.  I did not go to the location.  Then at 1:41 am the motion sensor triggered again and then at 1:44 am a glass break sensor triggered.  This time I met the local PD officers at the location.  From the outside all appeared clear.  Officers went into building and all was clear.  I went back home.  Then the same motion sensor triggered again at 3:41 am.  PD responded all clear.   I have had the system for 3 plus years and never had a false trigger.   Batteries are fresh.  Contacted SimpliSafe the later on the day and completed a firmware update and deleted both sensors from system and then reinstalled the sensors.  So far no more false triggers. 

Community Admin

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2.9K Messages

@Lord_B​ that is very strange. Hopefully the firmware update wiped out any potential software issues already. But if this ever happens again, please let us know. I'll have someone from our lab reach out to investigate.

4 Messages

Il y a 1 m

Please see my earlier comment. I loved SS until this happened and before reading these comments. My original SS system NEVER had a false alarm. I had it for 15 years and left it at my old house and bought a new SS system. I'm still w/in my 60 day return warranty...  but it's closing fast. I just can't have an unreliable security system. Communication is greatly needed on this problem!!!

1 Message

Il y a 1 m

We are really disgusted with Simplisafe at this point. We installed our system about a year ago, and THREE TIMES within two weeks there have been false alarms. The first one was at about 5 or 6 in the morning; a smoke alarm in the house. We were still asleep and I didn't hear my phone ring; by the time SS called my husband's  phone, the fire department had already been dispatched. There was NO reason for the alarm to go off--no one was up, it was extremely cool in the house, etc. Then early this morning, around 1 AM, there were TWO false alarms--one from the smoke detector in the garage, where is was very cool, and one motion sensor alarm, even though the system was OFF. Both the police and fire department showed up. As we live in a small town, we now plan to make two donations to the volunteer fire department for their trouble. I'd really like to know why we are being charged by SS every month if their system doesn't perform as advertised. 

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2 Messages

Il y a 24 d

This is unbelievable. We just had 3 false alarms in the space of ~2 hours, while we were out of the house. First a motion sensor went off, but we figured it was a false alarm/spider, so told SimpliSafe to disregard when they called. Then an hour later, the same motion sensor went off again, and one *minute* after the motion sensor, the backdoor entry sensor was triggered. 

Now, of course, we were really freaked out, because what are the chances of a motion sensor going off again AND the backdoor entry sensor going off right after?

Our local police force is incredibly slow (often takes hours to arrive) so rather than notifying them, we sped home to check. When we arrived, there were no signs of forced entry anywhere, no open windows, and no way anyone could have opened and closed that door.

I thought there could never be such a thing as a false *entry* sensor alarm (unless half the alarm came unstuck and dropped off the door or something), but reading this thread, looks like I’m not alone. 

If it matters, the day before, the Base station had gotten jostled and fallen to the floor (hadn’t noticed since it was behind a bookshelf). It was still plugged in and functional-seeming, however.

This seems incredibly irresponsible of SimpliSafe. On the phone with them now and they say “the system is working properly”?? “Sometimes the system requires the latest information from the software, so I can push to you a message.” Super confusing. This is a pretty terrible experience overall. Is there anything we can do as consumers to get a refund on our systems? 

UPDATE: They’re having me go to my keypad, menu, system settings, check for updates, “Updates are available press to continue”, then updates take 10-12 minutes.