sheriff_4's profile

Wed, Mar 16, 2022 6:00 PM

smart lock updates

Today received an email to update my Smart Lock.  Made sure that my App and System had all the updates.  Then downloaded the new updated software to my Smart Lock.  I kept my iPhone next to Smart Lock as instructed - it advised me the download was complete and then to recalibrate my Smart Lock from the keypad.  The recalibration failed and said to call support.  I called support and worked with them over an hour - they couldn't figure it out and are sending a new lock.  My frustration is with the folks that provided the software update - they made it so my Smart Lock won't communicate any longer.  SHOULDN'T HAVE DONE THE UPDATE!  Now without a lock for two weeks until the new one arrives - next day shipping!  It is next day shipping once it leaves the warehouse in two weeks!   Am I frustrated, YES!!

Official Solution

Community Admin

 • 

2.9K Messages

4 m ago

Hi all,

Thank you all for your reports. Our team has been investigating each case - many thanks to those of you who've spoken with us already! While only a small number of users have seen issues, we continue to evaluate the situation. As posts in this thread come to our attention, our team of Specialists will try to promptly reach out, so we can continue to gather more info and assist with in-depth troubleshooting.

But for more urgent help, we strongly encourage you to give our Support team a call at 800-584-9508. It’s important to go through the basic troubleshooting steps so that we can eliminate other potential issues.

Here are a few things you can also try:

2 Messages

@davey_d​ Updated yesterday and now my locks are hard to turn. Never had this until told to update. PLEASE FIX!!!!!!!!!

20 Messages

5 m ago

I may have sorted this out.  The problem only happened to me after the software update.  Removed the lock from the door and saw that the key side had no issues.   I then removed the 4 small Philips crews from the back of the lock and while I could not completely remove the back I was able to open it enough to see the gears and what amounts to a clutch.  Up to that point I could not manually turn the lock.  Using the application no issue.  I then stuck a small jewlers screw driver in and tried to rotate the lock cam.  Something clicked loose and the locked turned freely.   Put it all back to together and all was well for about 4 actuations and then it was stuck again.

So now my adrenaline levels were in play and I found I could turn the lock and as I did I could hear I was also rotating the motor.  This is a hight torque motor to be sure.  What was clear is the clutch was not releasing and holding the lock against the motor.  Forcing the rotation to the locked position the clutch would release until it was operated by the motor again.

My conclusion to this point is that the software update is placing the motor and clutch into a position that does not release and holds pressure on the gears and thus the lock.  My guess is that a software update may be in order to get the motor/clutch to release.

3 Messages

5 m ago

I had the exact same issue yesterday (I have android phone) and worked forever on trying to reset the lock but it only cycles through the 3 LEDs... I called support and they ran me through trying to reset it and looking into it they said that the update is messing up locks and that the engineers are working on a fix and to look for one by the afternoon today

5 Messages

@Dave001w​ Thanks so much!  I knew it was in their update!  They always blame me!! I wish they would test their updates!! I seem like I have become a tech for them - I know how to do most things on their system and have helped countless others!!  Thanks again!!!

6 Messages

5 m ago

Good Afternoon,

My Simplisafe smart lock jams and I have to turn it to locked and then unlocked to open from inside the house, any ideas?

Thanks.

Note: This comment was created from a merged conversation originally titled SimpliSafe Smart Lock Jams

Community Admin

 • 

2.9K Messages

Hi @mizvickey ,

I have a couple of questions for you. Are your Base Station and Keypad updated to the latest firmware?

And did you recently update your Smart Lock as well?

6 Messages

@davey_d​ 

all updates done same problem.

Community Admin

 • 

2.9K Messages

@mizvickey​ thanks for the info. I merged your thread into this one, with others who seem to be having a similar issue. We're actively investigating now.

6 Messages

Awesome, thank you!

2 Messages

@davey_d​  yes and yes

1 Message

5 m ago

Since the update to the door lock I am having the same issue. When unlocking the door with pin pad or app and go inside, you can't lock it manually easily. It is like the gears are grinding when you lock it manually and yiu have to force it. After that it unlocks and locks manually easily. You can lock and unlock easily using the app. It only occurs when you unlock using the keypad or app. I did not have this problem before the door lock update and I had my lock for over a year. 

Community Admin

 • 

2.9K Messages

@littlefootkrp​ I moved you comment to this thread, since you mentioned that you too had recently updated your Smart Lock firmware. Our devs are actively investigating!

2 Messages

Performed lock update yesterday and now it is VERY hard to turn lock to open from inside house. Called support and they said NO ONE HAS REPORTED ISSUES. PLEASE FIX!!!!!!!!!!!!!!

This reply has been converted into a comment

1 Message

5 m ago

Have you guys head any updates on the patch? My lock got bricked today too

5 Messages

@mmannix​  Nothing!

Community Admin

 • 

2.9K Messages

5 m ago

Hi all, 

Thanks for reporting. Our engineers are actively investigating and we hope to get an answer for you ASAP.

3 Messages

5 m ago

I have an update for me at least.. Simplisafe tech support called me a little bit ago to go over the problem, what's happening now since the lock will no longer communicate with anything or reset correctly (and only cycles through the 3 LEDs), they're going to send me a new lock and have me send back mine so they can take it apart and see what exactly went wrong.

(edited)

20 Messages

5 m ago

@davey_d  Sorry for the delayed response.  Yes I mean for the smart lock.  And it does not show the version of the software for the lock so it is what ever was pushed last.  

I called support and they had me unpair the lock from the system then re-add the lock to the system and then calibrate it.  That has seemed to fix the problem.   Although I hope I do not have to do that for future upgrades of lock firmware.

2 Messages

5 m ago

 Likewise, I was instructed to update the Smart  Lock software by taking the system keypad to the door that has the lock on it and proceeding. It must have taken 2 dozen attempts to get the door lock to update the software. However, eventually it was successful. After that point, we have had the same issue, viz., if we lock the door using the app or the keypad on the outside of the lock, it is extremely difficult or impossible to unlock it manually (by hand or with the key outside). Extremely frustrating and annoying. At this point, if it can't be fixed, I would rather remove the lock than deal with this flaw.

6 Messages

5 m ago

I have the same problem and I have done all updates of base station, smart lock & general - same problem.

it didn’t happen while on the phone with Simplisafe Tech Victor today but after I hung up with him, voila!  It jams!

anything that can be done would be greatly appreciated.

thanks!

2 Messages

3 m ago

Performed lock update yesterday and now it is VERY hard to turn lock to open from inside house. Called support and they said NO ONE HAS REPORTED ISSUES. PLEASE FIX!!!!!!!!!!!!!!

This comment was created from this reply

Community Admin

 • 

2.9K Messages

That sounds like a jamming issue. I would suggest re-calibrating your Smart Lock by going into the Devices menu on your Keypad.

1 Message

2 m ago

My locks have also jammed since day 1.  Recalibrate and it's good for a day or 2.  I have been trying to perform the lock update on both locks about a dozen times.  1 lock finally updated after we uninstalled it and reinstalled but the other lock no such luck.  I would think the locks jamming would be a huge safety liability if there were an emergency situation and me or my family could not get out of the home due to a jammed lock!  I cannot believe this is not more of a priority for SimpliSafe.

Community Admin

 • 

2.9K Messages

@Bhuff5704​ I'm having trouble understanding. So one of your Smart Locks was able to update, but the second was not. Are you seeing better performance out of that updated lock? We definitely want to get both of them working. If you haven't already, give us a call at 800-548-9508. Our Support team can walk you through trying the update one more time - and if that doesn't work, we can replace them for you free of charge.

(edited)

2 Messages

2 m ago

Having same issues here. Very frustrating.

2 Messages

2 m ago

me too