dannydb's profile

Thu, Nov 11, 2021 10:59 PM

Why don't OTA firmware updates work with my system?

Over three years and three base stations, I can't remember the last time my system properly received a pushed OTA firmware update, and this pattern has continued even with the latest base station replacement I just installed on the system which is currently running the v2.3.10 of the base station firmware.

Can somebody help me get this resolved? It seems to be a problem outside of the base station hardware and whatever is going on is still on problem on v2.3.10.

A customer support agent told me today that an update was available for my system and she pushed to my devices, but I still do not ever see the gear icon on the keypad or receive any notification in the iOS app. This has been a problem with my system for more than a year now, and replacing the base station and keypad hardware does not seem to have resolved the issue.

Community Admin

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2.9K Messages

9分前

Hi danny.debelius,

The only major requirement is to have your Base Station connected to WiFi, since updates are not supported over the built-in cell.

But also - just to be clear, you're saying that your Base Station is already on firmware 2.3? That is currently the latest version generally available to all customers. If your hardware is already on that version, it will refuse to update until there's something newer.

- Davey D.
Community Development Manager
SimpliSafe Home Security

7 Messages

9分前

Davey,

My keypad is still showing version 1.6.2, and the base station is version 2.3.10 with wifi version 2.10.4.

There are newer firmware releases for the keypad and base station wifi, yes?

Thanks,
Danny

Advocate

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417 Messages

9分前

Actually, no. As of today, 2.3 (released in July) is the latest for the core system. That said, Davey just made this post:

https://simplisafe.com/forum/customer-support-forum/installing-and-using-simplisafe/system-firmware-25-november-2

Indicating that 2.5 will start rolling out soon in stages. SimpliSafe doesn't roll out to everyone all at once. So sit tight and be patient and you should have the new update available on your keypad in a few weeks or so.

7 Messages

7分前

Two months later, still no 2.5 update for my system, and “check for updates” says my system is up to date, as always. 

Community Admin

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2.9K Messages

Thanks for letting me know. I found your account in our system and I just tried manually pushing an update from our end. You now should see the gear icon on your Keypad to initiate the install.

 

If you don't see it, we might need to replace your Base Station - which should already have the latest firmware on it. Our Support team over the phone at 800-548-9508 can help with that.