Firmware update available - Failed

@emily_s​ Hello!  

I tried it through the keypad as directed.  When I go to "Check for Updates", the keypad reads "Your system is up to date".  My app still reads "Firmware update available.  Should I just disregard the app notification?

Thank you.

@revmartin​ Interesting, your Keypad should certainly showing you that there is an update available as well.

I know you mentioned replacing the batteries in your Keypad, but I would recommend power cycling it as well if you haven't already. To do this, remove all 4 batteries from the Keypad and wait 3 minutes. After the 3 minutes are up, insert those batteries back into the Keypad. 

I’m having the exact same problem. Tried power cycling, unplugging base station, upgrading firmware both from the keypad as well as the app and the firmware updates keep appearing. When I check the status in settings it says the system is up to date…and then the update firmware messages keep appearing both in the app and on the keypad. Really annoying and worse I don’t have any idea if anything’s been updated. 

I’m having the same exact issue. Are there any fixes at all?

I am also having this issue.  It would be helpful if the "update failed" message included additional troubleshooting information. 

I still haven’t gotten any solution from online searches or tech support.

@Toddmajernik1​ and @HOKU8 -

Do you receive any error message on the Keypad when trying to download the firmware update? If you haven't already, I would recommend resetting your Base Stations and then try applying the update again. To reset the Base Station, take the following steps:

1. Unplug the power cord from the Base Station and use a Phillips Head screwdriver to remove the screw below the plug
2. Remove the bottom cover and remove one battery from the Base Station
3. Wait 30 seconds
4. Reassemble the Base Station by inserting the battery, cover, and the power cord
5. When powered up after the reset, you will hear the Base Station say, “Welcome to SimpliSafe"

After the Base Station has been reset, try using the Keypad or SimpliSafe mobile app again to download the firmware. 

@soreno52​ Just to confirm, is your Base Station connected to Wi-Fi? The Base Station does require a Wi-Fi connection in order to update, so I would first check to ensure it is connected. 

If the Base Station is connected to Wi-Fi, have you tried resetting it? This can help to push the update to your system. To reset the Base Station:

1. Unplug the power cord from the Base Station and use a Phillips Head screwdriver to remove the screw below the plug
2. Remove the bottom cover and remove one battery from the Base Station
3. Wait 30 seconds
4. Reassemble the Base Station by inserting the battery, cover, and the power cord
5. When powered up after the reset, you will hear the Base Station say, “Welcome to SimpliSafe"

After the Base Station has been reset, try using the Keypad or SimpliSafe mobile app again to download the firmware. But if a reset doesn't help, I would recommend contacting our Support team for additional assistance.

@taylorpatin18​ I tried 5 times yesterday, one cause was my patience.

What I found or think I found helpful, was I cleared the app cache, had already removed the base battery game thing a day or two ago.

Anyhow, cleaned phone app cache, removed battery in the keypad just for fun, rebooted phone, and kept trying. After 5 tries it finally updated. YMMV.

Don't remember if I rebooted my router but I may have. Updates are a real treat and a pain in the kiester. Works for some I suppose. Very finiky. 

@taylorpatin18​ apologies for the trouble you've had with trying to update. Did you use the SimpliSafe app, or the Keypad? If neither are going through, you might want to double-check that your Base Station is connected to WiFi by navigating on the Keypad:

1. Press Menu
2. Type in your PIN
3. Select System Settings
4. Scroll all the way down to Diagnostics
5. Scroll right to WiFi

If you see the status Internet: Reachable, that means the WiFi connection is working properly, and there might be another issue we'd need to look into. Our Support team can look into your account to investigate.

@trace​ If you haven't tried this already, I would recommend resetting the Base Station by taking the following steps:

1. Unplug the power cord from the Base Station and use a Phillips Head screwdriver to remove the screw below the plug
2. Remove the bottom cover and remove one battery from the Base Station
3. Wait 30 seconds
4. Reassemble the Base Station by inserting the battery, cover, and the power cord
5. When powered up after the reset, you will hear the Base Station say, “Welcome to SimpliSafe"

And are you using the Keypad or the SimpliSafe mobile app to update your system? If you are using the Keypad, I would recommend trying the SimpliSafe mobile app and vice versa. 

@davey_d​ As noted above, I immediately had a successful update after unplugging, removing the batteries, waiting a few minutes, and restoring power. This after many failed attempts even trying everything else.

@davey_d​ 

• definitely connected. I can manipulate the system offsite.
  
• have done this multiple times. 
• neither app nor either of the two keypads we have will do it.
  

At this point I just accept this system is not update able and hope that whatever software it’s currently running on holds out long term. Either way, this is something electronics have been able to automatically do for years now. Shouldn’t have to bend over backwards to make a software update take. 

@frustratedalways​ Have you tried removing power and battery (one phillips screw on bottom) for a couple minutes? Just curious if that working for me was a fluke or real fix.

@frustratedalways​ the only other thing I would suggest is to try a different WiFi network - for example connecting your Base Station to a hotspot on your phone.

If that doesn't work, I strongly suggest contacting our Support team for a replacement Base Station.

In newer versions of firmware, we added the ability for the system to automatically download new updates automatically. But of course, installing the hardware temporarily disables your system. So for now, we require user input in order to actually install.