Your Smart Lock receives periodic updates to ensure it’s always ready to protect your home. It’s important to download and install the updates as they become available to ensure that your Smart Lock receives any patches, fixes, and security updates.
Updating Your System
Before updating your Smart Lock, you’ll want to make sure that your SimpliSafe® System is running the latest firmware version. If your system is running firmware version 2.16 or higher, firmware updates will happen automatically. However, you can manually check for updates using the SimpliSafe® Mobile App.
If your Smart Lock has run the update, but you still see an update message on the Overview screen within the SimpliSafe® Mobile App, please pull the screen down to refresh the app to clear out the message.
Troubleshooting Smart Lock Updates
If the Smart Lock fails to update, there may be two main reasons for this. The first is that your Base Station or Keypad firmware is out of date. Please ensure that you check for updates for your Base Station and Keypad before running the Smart Lock firmware update.
You can check the Base Station firmware version by going to My System > Base Station Settings > Firmware.
You can check the Keypad firmware version by going to Menu > Enter Master PIN > System Settings > Diagnostics.
You’ll need to check each Keypad for the firmware versions within your home. If any of the Keypad firmware versions are below 2.5, please contact our support team for additional assistance.
If the update continues to fail, it’s possible that another device may be paired to your phone/tablet using Bluetooth which is causing interference.
Force quit the SimpliSafe® Mobile App on your phone or tablet (steps may vary depending on your device)
Within your phone’s settings, ensure that Bleutooth is turned on
Toggle Bluetooth OFF, wait about 10 seconds, then toggle it back ON
Disconnect all other Bluetooth devices from your phone
Wireless headphones, baby monitors, wireless speakers, car stereo, etc. are some examples of what may be active
Open the SimpliSafe® Mobile App again on your phone/tablet
Move your phone next to the Smart Lock and begin the update again
For best results, you must be within 3 feet of the Smart Lock
In some cases, your phone may enter power saving modes automatically if the battery drops below 30%. Please charge your phone above 30%, exit any power saving features that are enabled, and attempt the update again.
To rule out any device issues, we recommend trying to update the Smart Lock with a different phone or tablet as a next step. This can rule out the above, such as Bluetooth or battery issues, and help to identify any other misconfigurations on the device where the update keeps failing.
If the above does not work, we recommend power cycling the Smart Lock as a final step. Open the battery compartment on the back of the Smart Lock by applying even pressure upward (for Smart Lock Series 1) or to the right (for Smart Lock Series 2). Remove one battery for 30 seconds, then reinstall it into the lock.
Once the lock has been reset by power cycling it, recalibrate it by using the SimpliSafe® Mobile App or the Keypad.
