29 Messages
Gen 2 motion sensors stopped responding
Hi Simplisafe,
Reporting a strange issue.
Over six hours all of my seven Gen 2 motion sensors stopped responding.
From 07:47 to 13:47 UK time.
At first the system was switched to OFF mode and within a couple of seconds, l received a notification that the Kitchen and Garage motion sensors had stopped responding, both at the same time 07:47.
I removed the battery on both sensors and checked the power level and it was full.
Reinstalling the battery restored these two sensors.
At 10:42 the system was switched to AWAY mode, then over the next three hours five more Gen 2 motion sensors stopped responding, from 10:47 to 13:47.
I received a notification each time a sensor stopped responding, and this also showed in the timeline, but checking the system on the app and refreshing the page it said everything was okay, l also went to settings and refreshed that page and the green tick/check mark was still showing.
Once home, just removing the battery for a second restored each sensor.
Thank you
Craig.
captain11
Captain
•
6.4K Messages
2 months ago
@craig7327 Greetings from the colonies. I suggest you check your timeline and see if you recently received a firmware update. If you did, like I did, OD cameras and just my 2 Gen 2 motions didn't update properly. (All Gen1 motions were fine.) A call into support and a 45 minute call took care of all of the issues.
0
craig7327
29 Messages
2 months ago
Hi @captain11
Well all seems resolved now, strange how they all stopped 47 minutes on the hour over 6 hours.
l’ve been a customer now for almost 5 years now and l don’t think l’ve seen reference in the timeline about updates.
l know the US and UK systems can differ slightly, l wonder if we don’t get updates listed in our timelines.
l did look back through and haven’t spotted anything so far or l missed it.
Thank you anyway for the suggestion.
Craig.
0
0
Sav_SS
Community Admin
•
35 Messages
2 months ago
Hi @craig7327,
You have done the correct steps in resolving the issue. Here is an article on some extra steps you can take to ensure your system is up-to-date too.
There is a new Base Station FW being released in the coming weeks which includes an update on preventing Gen 2 Motion Sensors from getting into this state, but please reach out to us if this does happen again, as it's uncommon for all your sensors to not respond withing a short time period, although we do not expect it to happen again after the actions you have taken.
SimpliSafe
1
HawkInOz
3 Messages
20 days ago
After receiving the 2.18.6.0 update on Friday 4/4 afternoon, I spent the entire night Friday night and into Saturday 4/5 chasing one device after another reporting Device Not Responding. I was irate at the continuous sleep interruptions. Eventually, all of my motion sensors (10) and all of my keypads (3) entered this not responding state. Worse, a simple battery pull was not sufficient to clear/reset the device. I had to pull the battery from each, remove the device completely from the system, then follow the process to re-add each device to the system - replacing the battery at the appropriate time during that process. This actually worked for all 13 of them, and Saturday night was very thankfully restful. What a nightmare to deal with though... A notice in the app after the firmware update stating that this might be necessary would have saved me some real grief. Once again, it's all quiet on the western front...
0
0
HawkInOz
3 Messages
17 days ago
Spoke too soon. During the night on 4/7-4/8, my Entry sensors started reporting as "Not Responding" as well as one of my keypads - again. I couldn't take the loss of sleep, so I pulled power and battery from the base station to stop the insanity. I just powered it back on today, and received a report again that the firmware update was successful - though the version has not changed. This seems to be a standard message after a full power loss to the base station - regardless of whether or not an actual 'update' has occurred. I then removed all of my entry sensors and keypads from the system and re-added all of them. Really praying this resolves the random Not Responding issue so prevalent with firmware version 2.18.6.0, and completely unheard of - for me anyway - prior to this last update/upgrade. Would gladly roll back to 2.17.0.34 that worked flawlessly before this disaster.
0
0