ofcdduke's profile

Wed, Dec 8, 2021 8:56 PM

Status Not Accurate in the App

I am having an issue where the app does not reflect the current state of the alarm.  I am also seeing that at times the blue light on the base station is not on when the system is armed.  The light is set to be on when armed and always has.  Is there an issue recently with Simplisafe system not updating its status in the app or online?

Community Admin

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2.9K Messages

Il y a 8 m

Hi there,

Do you happen to have a Gen 2 system? Our dev team is tracking a potential issue right now where customers with Gen 2 systems might not have accurate readings of the system state on the dashboard. We are of course working on getting that app issue resolved ASAP.

But as for the second thing - when your system is supposed to be armed, but the Base Station is not lit up. How are you arming your system when that happens? Through the app, or the Keypad? There's clearly a miscommunication somewhere in the system, but we would need a bit more info to hone in on it.

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@davey_d

I believe it is a gen 2 system.  

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Il y a 8 m

In mid-Oct I noticed and reported on the forum that with Gen 2 the system state was not being accurately reflected in the app, like it stopped automatically refreshing/updating.

It's still this way and I have to remember to manually refresh before trusting the arming state.

78 Messages

Il y a 8 m

it is doing it on Gen 3 as well, had another instance after disarming via keypad last night - app said still armed... 

Community Admin

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2.9K Messages

KRStrick,

 

There's a specific issue that's unique to Gen 2 systems that is being investigated. But what you're experiencing sounds like something different.

 

We'll refer the case to our Specialist team to investigate.

78 Messages

I did get a call from a specialist yesterday.

We worked several of the issues. The APP did act up but in this instance manually refreshing it did update it. 

We think there may be a problem with the keypad so we are starting there.