28 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
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6.3K Messages
22 days 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.
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craig7327
28 Messages
21 days 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.
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Sav_SS
Community Admin
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34 Messages
20 days 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
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