System disarms itself spontaneously

I had the same thing happen today. I armed via the keypad and went about my day. When I got home this evening it wasn’t armed. My timeline said it disarmed via the app 4 minutes after I left this morning. I don’t handle my phone while driving so there is no way I did that. I am slightly concerned. Did you get an answer?

@amdean1031​ If your system disarmed without you taking that action yourself, I would strongly recommend connecting with our Support team on this so we can get it resolved ASAP.

@emily_s​ thanks I will, because it happened again today 12 minutes after I set it to away and left. I was driving when it disarmed itself so, again, there was no way I could have done it because I didn’t handle my phone. I left at 7:48, it disarmed at 8:00, I arrived at my destination at 8:05. 🤷🏼‍♀️ 

@captain11​  I had this happen this morning. What was more concerning, the notification to my iPad said disarmed by “remote”; however, the log says disarmed by the “App”. 

Timeline shows, disarmed at 6:20am and then disarmed 6:59. 

No I had not made any changes or done anything with the keypad. I don't think it was even armed as far as I knew. I had disarmed the system when I arrived home from work. And generally, I don't arm it when I am home, mostly because I have 3 small dogs constantly wanting in or out and it just becomes annoying having to run over to disarm every single time. Fast forward 3-4 hours later I am sitting in the same room as both the keypad and the base station when all of a sudden out of nowhere it says "Simplisafe Disarmed". I live alone so this pretty creeps me out alot. Like is someone hacking my system? and if so, why? Do I even want to know? Do I have a stalker? These are my panic induced thoughts when this happens. Which it has at least twice, maybe 3 times, total in the 2-3 years since I've had it. I was just hoping to learn if this is common with this system or if I should be concerned for my safety.....

@amandaparson27​ Since your Base Station was already disarmed, it sounds like your system did re-sent its current armed state to the service. This is not uncommon—the Base Station should check in with our service—but our engineers are investigating why the Base Station sometimes re-announces its current armed state. I have added your case to their ongoing ticket to look into.

Please know that your system has not been hacked. 

Mine did the very sane thing just this morning at 3am on 6/1/24. Was disarmed and then disarmed via app. 

Mine started doing this last night, announcing it’s disarmed while in disarmed mode. 

@iheller101​ It sounds like your Base Station may have re-announced its armed state at the time. Our engineering team is looking into why the Base Station is doing that - I have added your case details to their ticket to look into.

@theprof​ If you received another notification that your system had been disarmed after you already disarmed it, it sounds like your Base Station was re-announcing its armed state. There are some instances when the Base Station checks in with our service by re-sending its armed state, which may have caused this announcement. 

Our engineering team is looking into what could be causing this.

This has been going on for me for over 6 months. Its unacceptable that this has not been solved yet. Clearly if it is not a software issue it's a defective hardware issue. 

I have been told many times updates are due but yet still no solution. Any actual update on when this will occur? @emily_s 

@AirbusDriver​ Is your system arming or disarming itself into a new state, or are you receiving notifications that your system was put into a state that it was already in?

If the system was already in that state, there are some instances where the Base Station checks in with our service and re-sends its current state. Our teams are still investigating this issue, and when a solution is found we will provide an official update over in this thread.

But if your system is completely changing its armed mode from one state to another, that is completely different and something. In that case, please reach out to our Support team for further assistance.

@caricoyote​ Just so I have this right, do you have an Arming Schedule that started disarming your system 2 hours before its scheduled time? In that case, I would recommend deleting and schedule from your account and then add it back in again.

But if you do not have Arming Schedule set up and your system is disarming itself, that is something we would want to look into ASAP. Please contact our Support team so they can take a look into your account and troubleshoot in real time.

@nahum​ The Automatic Test signal is sent out daily to ensure that the Base Station can still communicate with our services, but it shouldn't make any changes to your system?

Do you have any arming schedules set up? If so, that could explain why this is happening. You can check in the SimpliSafe mobile app by going to My System > Automations > Scheduled Arming. From there, you can see if there are any schedules enabled. 

But if there are no schedules, then this would be something that we would want to address ASAP. In that case, please contact our Support team so they can take a deeper look into your account, and even replace that Base Station if needed.

My Simplisafe system is disarmed during the day and for the past couple days I get  messages that the system is disarmed by remote at my address.  This is concerning.

@nsummer50​ If I have this right, it sounds like your system is already disarmed, and then you get another notification that it was disarmed again in the same state. We have seen some reports of the Base Station re-announcing its current armed state when it checks in with our service. 

If you haven't already, I would recommend updating your system's firmware, as a fix for this is in the latest release.

@emily_s​ This situation has been going on for months and months and months now with absolutely no resolution from Simplisafe at all.

I work from home and tend to disarm my system around 5.00am each morning.  I then have on average about 6-8 time during the day when the system is "disarmed by remote".  As I have a few cameras attached, they all click their shutters every time that happens.  I cannot tell you how annoying this is every day of life !

What is taking so long for Simplisafe to get this resolved.  This strikes me as a software issue whereby the regular checking in with your servers triggers this repeated disarming.  Surely this shouldn't take a genius to resolve this, but it seems that Simplisafe simply do not consider this important enough to prioritise its resolution.

This is really not good enough !  We have all paid lots of money to Simplisafe and this is how we get treated.

Very, very unimpressed !

Mine so far was fixed with 2 replacement bases a few months ago… it did this again at 2am with same noises just a day ago… called support and believe it was a sound notification (that is now disabled) about a low battery on a motion sensor. All seems ok now… hopefully thats all it was now and not more of the same. Seems a software update has added tone notification of issues like a low battery on a device. 

@jf86 There are some instances where the Base Station re-announces its armed state when checking in with our servers. Most notably, this happens when you enter Setup and Naming Mode or Test Mode on the Keypad, but then leave your system in that state and do not exit from it on the Keypad.

Did you use your Keypad to go into either of those modes recently? If so, that could explain the notification.

@devenmixon it sounds like what you heard was the system's Trouble Signal. The Trouble Signal alerts you to potential issues with your system - like if a sensor was Offline or Not Responding due to a low battery. 

But the Trouble Signal's sound can be turned off using the Keypad by going to Menu > System Settings > Trouble Signals and then turn the volume off.

@simplisafe_admin​ I'd be keen for someone to reply to my message.  I have not entered setup and naming mode or test mode.  I have kept my system updated.  I do not want to turn off trouble signals as I want to be notified if there are any issues.

I get this "disarming" when it is already disarmed 6-8 times EVERY DAY.  There is a major problem - don't know whether this is hardware related or software related, but there is a major problem.  And Simplisafe does not seem to want to address this.  This has been a problem for months.  With zero solution from Simplisafe.

Just want Simplisafe to admit there is a major issue, but that you don't want to fix it.

@devenmixon seems to have the issue fixed with a replacement base station - seems to suggest it is hardware related.  But please, please, please can Simplisafe admit there is a problem.  And fix it !

@emily_s 

@simplisafe_admin 

Please can someone get back to me on this ??  This post was started on Nov 4th 2023 and we are fast approaching it's one year anniversary and we are no closed to getting this sorted.  There is a problem - FACT !  Simplisafe are aware of this - FACT !  This has been around a year that this is a problem with no resolution - FACT !  "We have seen some reports of the Base Station re-announcing its current armed state when it checks in with our service" and yet there is still no effective resolution - FACT !

This may be a hardware issue (@devenmixon seems to have had it resolved with a replacement base station suggesting it might be hardware related).  This may be software related.  But whichever it is, it Is a problem and Simplisafe (a) seem to be either absolutely clueless as to how to rectify it or (b) do not care enough about this to do anything to resolve it.  Either way, the customer suffers.

PLEASE can you do something about it as I am just about to throw all of my Simplisafe kit (base station, 2 keypads, 2 panic buttons, 5 cameras, 6 door sensors, 3 motion sensors) into the bin and move to a company that actually tries to get issues like this resolved.  1 Year with no resolution (and I suspect this has been an issue for a lot longer than that, but that is just this particular thread) is atrocious for customer support !

PLEASE DO SOMETHING TO SOLVE THIS !!!!

Hi Sean, 

We are aware of this bug. To clarify, the Base Station is repeating its current state. This could happen in either Off, Home or Away mode. The state does not change, just repeated. 
We are actively working on a permanent solution, but we are due to release a change whereby the Base Station will no longer announce these repeat events. You will still get push notifications and timeline events. 

Often, a Power Cycle sorts the issue, but we are still working on fixing the issue from happening in the first place. 
If you would like support on doing this, please reach out to our support team. https://spr.ly/61210QLz6n;

Thanks, 
SimpliSafe Team

This issue was reported (on this thread) back in November 2023 and there are other threads on this issue going back way longer than that.

Can you understand why your customers do not hold much hope in "We are actively working on a permanent solution" ??  I have never known a relatively simple issue such as this take well over a year with absolutely zero progress.  It feels like it is a known hardware issue, but Simplisafe are not willing to replace a bunch of base stations, so it is back to "head in the clouds and hope that everyone simply goes away and shuts up about this so we don't have to actually do anything".

I am genuinely appalled by the total lack of progress with this issue.  There are lots of customers that have this problem, but that seems to mean very little to Simplisafe.  This is not how loyal customers deserve to get treated !

When is this ever going to get resolved ??????  Despite asking (begging !) for someone to get back to me on this in a previous post, not one person bothered to reply or contact me directly.  Sums it up, really.

Hi @jeremymbwilson

W are sorry the frustration with this ongoing issue and for the lack of progress and communication you've experienced. Reading your post, I can see how disheartening it is to feel like your concerns aren't being heard, especially when you've been experiencing this problem for so long.
I also understand your skepticism regarding the “actively working on a permanent solution” statement, especially given the timeline. This isn’t a matter of simply ignoring the problem. These types of fixes, particularly when they involve hardware considerations, can be complex and require extensive testing to ensure any changes don't introduce new problems.

I’ve personally escalated your case to our team who are focused on resolving this specific issue. They will be in touch with you directly within to discuss your specific situation and provide a more detailed update on the progress being made. I will also be following up internally to ensure this happens.

Thank you for bringing your experience and frustrations to us and for your continued patience. We value your loyalty and want to regain your trust.

Thanks, @Sav_SS Unfortunately, this is now over 2 months since I posted this and no-one has contacted me.  Judging by the people still posting this is still a known problem with no resolution to date.  The only person that seems to have a resolutions is @devenmixon who has had two base station changes.  Do we need to request a new base station as it seems to me that this is a hardware problem that Simplisafe is not capable of fixing via software methods.

How do I go about getting a bse station replacement to see if that solves the issue ?

@cindovina this is certainly not the intended behavior, the system should not disarm when a camera detects motion. Do you know if you have any arming schedules on your system that could be triggering this?

And if you contact our Support team, our agents can assist you with this and take a look into your account in real time.

@Littledj​ The privacy shutter will open and close quickly at times when they are updating firmware at times. A few questions: first, how long have they been installed? Second, what type of cameras are behaving this way? 3. Have you done a "connection check" on them in the app? If so, was the connect poor, fair, good?

If you get a chance please post back here. Thanks

Hi @Littledj, 

We are sorry you have been experiencing this issue for as long you have. Our engineers are actively investigating, testing and trying to solve for a permanent fix. We have found some success in Base Station replacements, and for those who experience the issue numerous times a day, this would be step one for you. 
Although at this point in time, we cannot guarantee it won't happen on the new base, we have had a good success rate. 

We will have a specialist tech agent reach out to you, as we continue with the investigation, it would be helpful to get some more insight from you on this issue and replace your base station so we can get the impacted one back for testing. 

Thank you

How long does it take your engineers to investigate this?  Messages on here going back more than a year and the only response from simplisafe is we are investigation this. Get the finger out and fix the issue, otherwise I will be cancelling by service and subscription with you as this system is very obviously not secure enough.

Same for me, spoke to customer services on the phone, they replaced my base station, which was a PITA to swap over, but no issues since then.