‎"Unexpected Error" - Why does this error keep happening? | SimpliSafe Support Home
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Pack

20 Messages

Thursday, September 12th, 2024 3:33 PM

"Unexpected Error" - Why does this error keep happening?

Every few days or so, when we try to use the App to arm or disarm, we get a message that says:

"Unexpected error"   "Contact Customer Service"

Here is what the error message looks like:

 

https://imgur.com/a/IdHbisp

If we choose "cancel", usually the function (arm or disarm) works.  But there is a delay and sometimes no Push message is received and sometimes the timeline doesn't update to show armed or disarmed.  So then we have to do it again -- arm, then disarm and it goes through.

I have tried resetting my base station (removing the batteries and power cord) and also changed the WiFi setup for the base station to be all by itself on our guest WiFi network (2.4).  Connectivity is super strong on our system - there are no WiFi or sensor issues.  And we generally have no other issues or problems with our 10 devices/sensors. 

So how do we stop this error from happening?  It is disconcerting and concerning, particularly if trying to disarm while the countdown is underway before the alarm goes off.

Do I need a new base station?  I noticed from the information on the bottom of my base station that it is from August 2023 (but I purchased it in August 2024).

Thanks!

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Updated 

3 hours ago

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emily_s

Community Admin

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3.3K Messages

6 days ago

Hi @Pack, 

Do you only run into this error when you try to change your system's armed state? Or does it also happen if you try to change any system or device settings?

This error generally happens if the Base Station is having a hard time connecting to Wi-Fi. I know that you mentioned that you already tried resetting your Base Station, but I would recommend trying a longer reset to see if that helps it reestablish its connection:

  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 all 4 batteries from the Base Station
  3. Wait 3 minutes with the Base Station powered off
  4. Plug the power cord back into the Base Station, but still leave the batteries out and the bottom cover off
  5. Connect the Base Station to your Wi-Fi network again using either the SimpliSafe mobile app or Keypad
  6. Once the Base Station is connected to your network, insert all 4 batteries back into the Base Station, remove the power cord, put the bottom cover back on, and plug the power cord back in

If you continue to run into this issue after taking the steps above, please let me know and we can continue to troubleshoot. 

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Pack

20 Messages

@emily_s​ :   

This only happens when trying to change the state to or from armed/disarmed.  

I also know the Base Station is connected to WiFi.  I can see the Base Station in the app for my AT&T router (it shows all connected devices), and it always shows the Base Station as connected to WiFi and its link speed. 

Also, the Base Station sits in the same room as my router (not right next to it).  So it definitely has no issues with WiFi connectivity (or shouldn't ).  I can also see in my router's APP that my outdoor camera goes to sleep and shows as not connected in my router when that happens.  That never happens with the Base Station.

I don't know if it matters, but I removed only 1 battery (not all 4) when I did the Base Station reset.  I also did it for more than 5 minutes the first time.  Not just a minute or so.   But I can try again.

If it does happen again, I may have a bad Base Station? 

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6 days ago

0

Pack

20 Messages

@emily_s​   Hi Emily.  I continue to run into this issue, and I've tried the steps you outlined (a couple of times).

It comes and goes.  Sometimes I don't get the "unexpected error" message, but it always comes back eventually.

What do you recommend from here?  Do I need a new base station?

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7 hours ago

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dlpsr

1.2K Messages

@Pack​ User opinion only. Last night I armed, the base light turned solid blue, the nice lady said armed home.

The app stayed in Off, did not light up Home. Had to exit the app and reopen then Home was lit up.

My opinion is app bugs or base firmware bugs.

There are also times when I open the timeline and there is only one item in there. Regardless of refresh.

Either I change the page or exit and go back to timeline and then its full of data.

The timeline thing has happened for months.

Sometimes, clearing cache, phone restart helps. And sometimes it doesn't. I do clean my cache every day. I'm Android, can't offer opinions on iOS.

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7 hours ago

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Pack

20 Messages

@dlpsr​ But do you get the "unexpected error" message when what you described happens?  Because what you are seeing is similar to what I see (things out of synch when trying to arm or disarm; and timeline not updated), but when that happens I always get the "unexpected error" message.

(edited)

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5 hours ago

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dlpsr

1.2K Messages

@Pack​ I'm so used to errors I'm not certain. If it's a colored error at the top of the app in Android anyhow. Yes it blinks in and out though fairly quickly.

Next time it occurs I'll grab a screenshot, if It stays up long enough. And for me these are random, no consistency, not happening everytime I open the app.

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3 hours ago

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