S

Tue, Feb 4, 2020 1:13 AM

Smart Lock firmware 1.1.1

Anybody know anything about firmware update 1.1.1 for the smart locks?

Now every time I open my app or look at my smart locks I'm told that there is an update available to update the locks to 1.1.1. However, it wants to connect via BT, and it either drops to "not in range" after a few seconds or sticks at "connecting to lock" for eternity.

If it matters (and who knows?) the 1.5 system update isn't available for me and my keypads show my base station running 1.4.20

Advocate

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2.8K Messages

3年前

Have you had a keypad alert for the newest keypad and base station update?  It's being rolled out now, and base station version is now 1.5.8, and keypad version is 1.5.6.  Might this be something like the last update for the door locks, where the base/lkeypads had to update firmware and then the locks would be?  (I don't have the locks, so not helpful there, sorry!)

100 Messages

Nope. As I mentioned, I don't have the 1.5 firmware for my system yet, and attempts at manually checking for updates haven't worked. I'll probably call support this weekend to see if they'll push it down for me.

100 Messages

2年前

So it's been a week and a half. The system firmware update finally showed up, and I was able to update The base and keypads without issue.

However, my app is still telling me that my locks have a firmware update available to 1.1.1.

Has nobody else had trouble with this?

1 Message

Yes, I have the same exact problem and currently have the 1.5 update. Has anyone from SS responded or have they been contacted?

2 Messages

2年前

I have this same problem and it's driving me nuts.

2年前

I have a notification that 1.1.1 update is available for 3 out of 4 locks I own. I hold my phone flush against the lock (can't be any closer than that). It still says out of range - pretty frustrating.

1 Message

2年前

I am having the same issue.

1 Message

2年前

I am having the same issue.  I hold my phone flush against the lock, but it still won't pickup the BT signal.  Seems like a lot of people are having the same issue and this is more of a bug with the update system.

82 Messages

2年前

I had this issue - that my Smartlock firmware would not update.  Tried a bunch of stuff, nothing worked.

Then, I decided to use my tablet to trigger the update instead of the phone.  Worked great.

As that was happening, I noticed that my phone was connected to my WiFi network, with data off.  Don't know if that had any impact, didn't want to turn off the update process and brick the lock to find out.

Since it was "connecting", I'm assuming that data did not have an impact, and it was just not liking the phone's bluetooth this time for some reason.

100 Messages

2年前

Well, support plays hold music for 3 minutes, rings once, silence for 2-5 minutes, and then disconnects.

Anybody come up with a solution other than try a different device? My wife and I have the same phone (Pixel XL) and we don't have any other android or iOS devices in the house, except a couple of ancient android devices that can't access the play store anymore to install the app.

100 Messages

2年前

So, after two days and probably 15 attempts at getting through to smartlock support, I gave up and followed the menu prompts for customer service/other.

The person I reached there offered to get someone on the line before transferring me, which I believe took 4 tries. (she kept getting disconnected too).

Once I finally got in touch with smartlock support, there were a lot or brief holds while different things were checked.

I was asked if I had more than one smart lock. (I have three) That didn't go anywhere.

I was asked to exit the app, turn BT off for 10 seconds, turn BT back on and try again. This didn't help.

She then pushed an update to my system. I just got an update a day or two ago, which put my keypads at 1.6.2 and my base at 1.6.4.  This was supposed to be update 1.6.6. There was no explanation for how this would help when the last two updates had no effect, but we couldn't test it because it still hasn't shown up on my keypad.

Finally, she told me that the update could take up to a day to become available, but that she would go ahead and replace the lock since I had been dealing with this for 3 months. Unfortunately, when I reminded her that I had 3 locks all doing the same thing, she put me on another hold while she checked with her supervisor. When she came back, she said they wanted to wait and see what happened when the update came through before they replaced the locks, but she did give me her name and extension. (no, not sharing)

So, no fix, and no plan for a fix other than having them send all new locks which may or may not have the newer firmware.

Other things I've tried without success:

-Removing the batteries from all but one lock

-Trying a wide variety of distances, from 30' down to literally removing the lock from the door and holding the lock and phone against each other in various arrangements.

-Different phone that is the same model.

-Switching off the Wifi on my phone so it's just cell and BT.

-Pairing my phone with the locks directly. (I can see them, I think, but pairing fails due to wrong PIN code, which I'm not even prompted for)

Solutions I've thought of but can't easily try:

-A different model of device. There are no iOS devices in the house, and the only android devices other than my phone and my wife's phone (which are the same model) are very old devices that can't run a new enough version of android to use the play store to install the simplisafe app

-Replacing hardware

326 Messages

2年前

I'm surprised they didn't try and replace your base.  That was their solution for my intermittent smart lock issues.  I haven't installed the new base yet.

6 Messages

2年前

Worked after multiple failure trying different things:

I too had trouble updating from the phone. the phone (LG G8) would "talk to the lock" because the lock turned on and showed the three led lights alternating back and forth but not getting psat the "connecting to the lock for" screen for 20 min.  
After reading a comment from another user, I also used a tablet with no cellular connection. samsung galaxy S3.  Immediately it got past the connecting screen and on to the updating screen.  It said it would take 10min and started counting down.  In deed it took all 10min to update.

I had a similar issue with another device (battery tender) that also required the use of a tablet instead of a phone. Maybe the update system does not work with all phones or all blutooth or even mixed wifi (2.4 and 5)

Please try updating with a tablet.

100 Messages

2年前

The problem with "use a tablet" is that I don't own or want a tablet.

3 Messages

2年前

I'm also having the same issue. This may be an issue with pixel phones? I have a Pixel 2 XL and my wife has a Pixel XL. Both will not connect and start the update. They both stay on the connecting screen indefinitely. I did notice on the lock that the lights start to slowly blink like is attempting to communicate. The lights blink slower than when you press the sync button. I also do not have another device that is compatible. I've tried restarting the phones, turning on and off Bluetooth and different combinations of Wi-Fi or mobile data settings. I also completely removed the device from my system. Then added it back. Is there a way to perform a factory reset on a lock? Could this be a device specific issue with the app and pixel phones?

82 Messages

2年前

Try turning off the cellular data on the Pixel phone, then see if it works.

1 Message

2年前

I tried several  times with my Samsung S9 and the update, each time makes contact with the lock, the lock lights flash sequentially for a minute, then the phone still says connecting and nothing happens. I tried several configurations and same result. Tried with a LG ThinQ and it didn't even manage to get the lock LEDs to flash.
Then tried an iOS iPhone and as per the tablet update on the previous threads, it took 10 minutes and worked. Clearly Simplisafe has an issue with certain or all Android mobiles.