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Thu, Apr 29, 2021 8:59 PM

Simplisafe mobile App not arming the device

I have been using the SS mobile app for almost 3+ years now.  It is very convenient to arm the system before I go to bed.   But recently I have been facing challenges with the app.

I am able to login to the app.  However, when I click on home or away button to arm the system, it wont turn on the security.   The blue circle keeps moving showing that it is trying to arm the device but no action.   There is something seriously wrong with your app recently which is causing the app not to respond to the user request to arm the system in home and away mode.   Tried the same on other phone to rule out the possibility of phone problems.  The issue was repeated in other phone as well.   A month back, it was occasional but now it is consistent.  

The issue is not with LOGIN or user account, it is the something to do with app upgrades/features due to which the application is NOT RESPONDING when I touch the on HOME button or AWAY button to arm the system.   Please help.

UPDATE: Please check Johnny M's 5/6/21 reply for the latest!

1.3K Messages

1年前

I am having the same problem for some while now with the mobile app not reliably arming or disarming the system. For about the last week, maybe two. I'm using the Android version app on Galaxy S9, Verizon service. Previously, just like you said, it had been very consistent function for years.

I'm not certain when I updated to the app version that incorporated the arming reminders, but it may have been around that time it started to act up. Again though, I'm not certain of any correlation or timing there.

Community Admin

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2.9K Messages

1年前

Hi ynayak,

We should ask. When was the last time that we updated your cell module? The first thing that comes to mind is that your Base Station is having trouble maintaining the cell connection, so our servers aren't able to reach it to send commands. You might want to give our Support team a call at 800-548-9508 and we can swap out that module for you.

Though whoaru99, I believe you'd be a bit more up-to-date as far as cell modules for your locations? We did release Arming Reminders on Android around 4/15/21, but we haven't heard of that update negatively impacting performance for arming/disarming. We will of course be reporting this to our devs just in case.

- Johnny M.
SimpliSafe Home Security

1.3K Messages

1年前

Yes, I think I was one of the very early recipients of the 4G/LTE cell module updates for the SS2 system.

1 Message

1年前

Same issue.

Trying to use the phone app also breaks the connection to the dispatcher and it cannot be reset.

Community Admin

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2.9K Messages

1年前

Hey stevebev,

You might be in the same boat as ynayak. Do you know if your cell module has already been upgraded to 4G?

- Johnny M.
SimpliSafe Home Security

4 Messages

1年前

I'm having the same problems using the app to turn my original system on/ off / home/ away modes through my phone and while logged into SS through my PC. I have tried resetting the base station by unplugging the power and one battery and repowering it back up. Is there anything else i can try to get the app to work.

1.3K Messages

1年前

Still having flakey behavior of arming/disarming from the mobile app too. Usually it looks like it's going to work but then after longer than usual spinning of the wheel, so to speak, it just reverts back to showing the previous state.

Community Admin

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2.9K Messages

1年前

Hi sagraves1961,

You too might be having the exact same issue as ynayak and stevebev. If I'm right, there's no way to fix that on your end, I'm afraid. We'd have to send you a replacement cell module to upgrade your Base Station to 4G.

whoaru99, are your systems Gen 2 or Gen 3?

- Johnny M.
SimpliSafe Home Security

4 Messages

Jonny M. what do I need to do or who do I need to contact to get a new cell module? I do have the original SimplySafe system.

1.3K Messages

I'm not Johnny, but call in is what you should do.

1.3K Messages

1年前

Mine are G2 with 4G/LTE modems.

1.3K Messages

1年前

Mine are G2 with 4G/LTE modems.

Been working without any real issues until the last week or two, maybe getting close to three weeks now it's been happening

Both bases are in the same spots as they've been working for years.

Community Admin

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2.9K Messages

1年前

Hi sagraves1961,

You can reach our Support team at 800-548-9508.

whoaru99, I'm reporting your case to our engineering team just in case there's a more common thread. In the meantime, do you know if you've got those cell modules on Verizon service (the default)? We might want to swap you over to AT&T just in case.

UPDATE: Heard back pretty quickly from the lab. Turns out we have seen a small spike in cases similar to this, but recent server improvements seem to have resolved it. If you're still having trouble, we suggest logging out and logging back in, and you should see better performance.

- Johnny M.
SimpliSafe Home Security

4 Messages

My system still had the same problems a few days after you posted this but since that time it has been working fine through the app.

Thanks,

1.3K Messages

1年前

My cell modules are Verizon and Verizon is the only game around, AT&T does not work here.

That said, the good news is yesterday and this morning I've noticed arming/disarming from the app seems like it is working more normally now.

Community Admin

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2.9K Messages

1年前

Aha! Glad to hear we got that figured out. As I suspected, this was a very specific issue that affected Gen 2 systems only. So if anyone else in this thread also has a Gen 2 system, the issue should have cleared out for you already.

That being said, we still strongly recommend that everyone check in with our Support team at 800-548-9508 to make sure that your system has been upgraded to 4G cell!

- Johnny M.
SimpliSafe Home Security