CraigL's profile

Tue, Apr 26, 2022 8:27 PM

App not working after upgrading original base station to new 4G

Received the new 4G upgrade for my original base station yesterday. Installed it per instructions. Test was successful, however I can now no longer arm or disarm the system with the SimpliSafe app. Also can't refresh devices. Unplugged, removed batteries, and re-started multiple times, and the app still won't connect. Uninstalled and reinstalled the app, and still won't work. Put the old 2G card back in the base station, and the app works just fine. Removed 2G card and re-installed the 4G card again, and app. still not working. So, app working with the old 2G card in the original base station, but app not working with the new 4G card. Anyone else having this issue?

Official Solution

Community Admin

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2.9K Messages

4 m ago

Hi @CraigL ,

That's a little weird. If the Test was successful, that means that your Base Station is actually connected to the Monitoring Service. Did you install the new module back again? I would suggest giving our Support team a call at 800-548-9508 so we can look at your account from out end.

(edited)

3 Messages

@davey_d​ since the test went fine and I figured that would indicate the new 4G card is communicating with the monitoring system, I thought I'd keep trying the app for a few days before calling support and see if anyone else has had this issue.

3 Messages

@davey_d​ I called tech. support yesterday and they were able to solve the problem. They asked for the serial number of the base station, and then did some sort of remote signal/reset, and that solved the problem. All good now!

Community Admin

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2.9K Messages

@CraigL fantastic! Glad to hear we figured it out. But keep us updated if you run into trouble again.