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Sat, Feb 22, 2020 5:11 PM

Smart Lock Not Responding

I have two Smart Locks for less than a month. For the most part they work fine. However, about 1-2 times per week when arming the system from either one of the two keypads or the iPhone app I get an error announced on the base station "Smart Lock Not Responding". It does not say which smart lock is having trouble. If I open the app, both correctly show the state of the lock at that time. If I manually lock/unlock or unlock/lock both at the door it seems to fix it. Both locks are less than 20 feet from the base station with no obstructions between them. Here are my questions:

1. What causes the Smart Lock Not Responding message? The only Help search turns up advice for 'Sensor not responding" but nothing specific for the smart lock.
2. How can I find out which lock is causing the problem?
3. Where is a log of errors? They are not appearing in the Timeline. When this happens there is nothing in the app that shows there is a problem at all.
4. The locks are about a month old. Is it possible that one or both have bad batteries?

Thanks in advance,
Rich

Advocate

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2.8K Messages

Il y a 2 y

If it isn't a range issue, it definitely could be batteries need changing (many "not responding" errors are battery problems, other issues could be too far from the base station, or defective).  Beyond that, call SS for troubleshooting.

82 Messages

Il y a 2 y

It's not a range or a battery issue.  I get this a few times a week.  Right after it says it's not responding I can lock or unlock it with the app, which means it is responding...

7 Messages

Il y a 2 y

I changed batteries in the lock body, still happens.  Does the exterior keypad connect to the base station directly or though the lock body?  I need to order some batteries for the exterior pad - those are 2450 3V Lithium Coin Batteries

4 Messages

Il y a 2 y

I suddenly started having this issue a few days ago! i've had other issues as well and this is making us want to send the whole system back and get a different one but i love this one. the customer service has not seemed very knowledgable about these issues so i am glad to see on here that i'm not the only one with these issues!! I'm about to spend all afternoon on the phone with them trying to figure it out.

Il y a 2 y

Mine is brand-new and have everything 20 feet away and this is happening. Is there any resolution?

1 Message

I am also having the same issue. Talked with the customer service many times and even had one replaced. Now the issue I'm having is that the key pad won't respond and unlock. Not only that, but my manual key won't unlock the door so I'm locked out of my own garage. I'm glad they have such good customer service because if they didnt i'd be gone. Someone please fix this!

2 Messages

Il y a 2 y

Same issue here. Just got a new system last week.

12 Messages

Il y a 2 y

Let's all strap in for the long haul, unfortunately in my experience SS are awful about addressing issues like this, I'm not holding my breath...

Same issue, brand new locks, both report this annoying message when I arm / disarm even though they seem to work just fine.

326 Messages

Il y a 2 y

They sent me a new base station, but if it is an issue for others, I don't want to go through the trouble of redoing my now pretty large system.  I'll just slap the return label on the box with the new base and send it back.  Sigh.

12 Messages

Il y a 2 y

As in they told you a new base is the fix for this issue?? Seems crazy and I agree annoying to have to redo everything. @Simplisafe get it together

326 Messages

Il y a 2 y

It is something that they wanted to try because they have no clue about what's causing it.

As with every tech company on the planet, they've never heard of this problem before and I'm the only one who's ever reported it.  If I had a dollar for every time I've heard that about various issues.  They've never heard of any issues.  And I'm not singling Simplisafe out.  They're all guilty of it.

3 Messages

Il y a 2 y

I am also having this issue. Every time I armed the system, Simplisafe lady would say "Smart Lock not responding.' Because the lock is clearly is responding, I just turned off my base station voice prompts in General Settings in the app. Maybe one of these days I'll call Support to work through this, but probably not worth the time.

12 Messages

Il y a 2 y

I have been through many calls with support, they replaced my base and all of my locks and yet it's still happening. If you call it should just be to ask them to please send this to someone who can actually fix it (ie the software folks). Frustrating!

1 Message

Il y a 2 y

Same issue - new smart lock does this when arming to home. Doesn't seem to actually have a negative impact despite the annoying audio cue from the base station.