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Wed, Jun 30, 2021 4:41 PM

Update installed and Key Pad Stopped Working

I installed the most recent update today and the SimpliSafe Key Pad stopped working. I cannot get it to work or even turn on. I changed the batteries (they were put in correctly) and the Key Pad still does not work. During the update the "off" "home" and "away" buttons all lit up in order one at a time from left to right (off,home,away) and then the keypad stopped working. The system can still be operated from our telephones but the  Key Pad will not even turn on. After 30 minutes on tel call to Customer Support, terminated the call. Customer Service has always been helpful but no one likes to sit on hold for 30 or more minutes, which is the normal wait time I have experienced with every call over the past 2 years. Your help would be appreciated.
RC

Community Admin

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2.9K Messages

Il y a 1 a

Hi rcates53,

So sorry about the hold times!

It sounds to me like something went wrong with the Keypad portion of the update, though the Base Station seems to have been updated just fine.
One last thing we can try, if you haven't already, is to just leave one battery out of the Keypad for 15 minutes or so. Then put the battery back. The Keypad might revive then.

But if that doesn't work, or if it gets stuck trying to boot up, we might need to replace the unit entirely, under warranty.

- Johnny M.
SimpliSafe Home Security