The first thing you should do is check if your Base Station is connected to Wi-Fi. This can be done using either the SimpliSafe® Mobile App or Keypad.

Using the SimpliSafe® Mobile App

1. Select My System from the navigation bar at the bottom of the screen

2. Tap on Base Station Settings

3. Next to Wi-Fi Network, you will see your network name if your Base Station is connected to Wi-Fi

   1. If you do not see a Wi-Fi network listed, you’ll need to reconnect

Using the Keypad

1. Press the Menu button and enter your Master PIN

2. Select System Settings

3. Next to WiFi, you will see the network name your Base Station is connected to Wi-Fi

   1. If you do not see a Wi-Fi network listed, you’ll need to reconnect

If you do not see a network name, you will need to connect your Base Station to Wi-Fi in order to calibrate your Smart Lock.

The second thing you can test is the placement of your Base Station. We recommend moving and plugging it in as close to the Smart Lock as possible and then resetting the Smart Lock. Once the Base Station has been moved and the Smart Lock has been reset, try calibrating the Smart Lock again. If the calibration is successful, you can move your Base Station back to its original location. 

The third thing you should do is check for any available updates to your Base Station or Keypad(s). You’ll know that an update is available when you see a gear icon on the Keypad, or if you receive a notification within the SimpliSafe® Mobile App. You can also manually check for updates within the SimpliSafe® Mobile App by using the following steps:

1. Open the SimpliSafe® Mobile App on your phone or tablet

2. Choose My System from the bottom navigation bar

3. Select Base Station Settings

4. Next to Firmware, it will say “Update Available” if applicable

5. Tap on “Update Available” then follow the in-app prompts to start the update process

Once the update is complete, try calibrating your Smart Lock before proceeding to the next step.

If a firmware update is not available, you should check the battery levels of your Smart Lock. To check this, slide the battery cover to the right and press the pairing button located above the batteries. The lights on the device will begin to blink. If only the center light is slowly blinking, this would indicate that the batteries within the Smart Lock are low and need to be replaced.

If the Smart Lock’s batteries are not low, we would then recommend looking at how it is installed. Look at the Smart Lock sideways and search for any gaps between the lock and the door, as this could indicate an overtightened mounting bracket which can cause calibration errors. 

If there is a gap between the Smart Lock and the door, take the following steps to slightly loosen the mounting bracket’s screws and realign it with your door:

• Using the wider end of the Release Tool that comes with your Smart Lock (pictured below) as a lever, slide the latches of the wings outwards on both sides. Once the wings are separated, pull the lock off the door. If you do not have your Release Tool, you can also use a small, flat head screwdriver.

• Slightly loosen the screws on the mounting bracket. Then, with the Smart Lock’s wings open, align the lock on the adapter.

• Close the Smart Lock’s wings and then attempt to calibrate the Smart Lock again.

If the Smart Lock will not recalibrate after loosening the mounting bracket’s screws, open your door and twist its thumb turn to expose the door’s deadbolt. 

1. If the deadbolt is not protruding out all the way, that would mean that the Smart Lock has been installed with an incorrect adapter. In that case, you would want to physically remove your Smart Lock, and then reinstall it with the correct adapter.

2. If the deadbolt is protruding out all the way, take the following steps:

• Close your door and manually lock and unlock your Smart Lock to feel for any resistance or obstructions. The deadbolt should not be making any contact or grinding on your door’s strike plate.

• If your deadbolt is not moving freely, obstructions that are getting in the way of the deadbolt seamlessly locking and unlocking will need to be removed.

• This can be done by raising your door or adjusting your door frame’s strike plate or hole.

• If your deadbolt is moving freely, attempt to reset your Smart Lock and calibrate it once more with the Base Station plugged in near your Smart Lock.