Base Station disconnected from WiFi after updating to firmware 2.16

P.S. this is a huge PIA :-)

@ubbly14​ thanks for reporting. That "Incorrect Password" error can also pop up if the Base Station tried to connect to your WiFi router, but was rejected for other reasons, like if the port was blocked or if an incompatible setting was selected. Would you mind providing more info about your WiFi setup?

For example, make and model of the router would be useful, as well as what settings you have enabled for that network (security type, bands, etc.). I can relay this info to our engineering team to investigate further.

I'm having this same issue on two separate base station. One had the firmware update last week and the second one was yesterday. Both have the same issue on my TP-Link deco mesh AC1200 on WPA2 with 2.4 and 5 ghz enable. No connection "incorrect password". I called customer service on the first system and they automatically are sending me a new base station. I ask if the firmware was ok to use and the level 2 tech said yes. So when I got the firmware notice on my 2nd system, I did the firmware update. Now both system are not connecting to the mesh system. A few things to note, one my cameras, outdoor and inside, work on the AC1200. Second the base station will connect to my wireless access point model TP- Link RE505SX, just not the mesh AC1200.

@davey_d​

In my case I can connect thru my phone's wifi just fine.  And note the existing router is not problematic with any other wifi connection and of course I made no changes to it apart from rebooting it a few times while troubleshooting this issue.

The router model that is getting "incorrect passsword" is: 

System Information

Manufacturer ARRIS

Model Number BGW210-700

Serial Number [Redacted]

Software Version 4.26.11

There really are no unusual settings at all, except I use my own SSID (but again, I've always done that, like many people, and theres no issue anywhere else with it).  I use WPA-2, and both the 2.4G and 5G bands are enabled (and have the same SSID). 

But I stress i have not changed anything on this router (apart from rebooting it) and it worked fine with the old version of the basestation firmware, and of course with about a dozen other devices currently connected to it :)

@s_erlanger​ Yes, I am having the same exact problem.

@DoctorG​ So I will update my previous post.  Getting the firmware update onto the system was not the problem.  Once I connected to my mobile hotspot (which actually worked on the wifi connection), I was able to complete the firmware update no issues there.  However, still cannot connect to either of 2 wifi networks (running 2.4ghz by the way) as it says, even though they both appear available on the list. Still the "something went wrong, try again" or "incorrect password". 

Everything else is ok.  The devices seem connected, the cameras are connected to the wifi correctly still, except for the fact that it doesn't know whether it's armed or not, so the shutter stays closed and just opens when I activate and closes when I stop watching. Kind of a pain. Also can't arm/disarm or otherwise use functions on app or via computer browser to update/edit settings, etc. 

I guess my mobile app control is worthless now, except for pulling up the cams, maybe...if that lasts. The big problem with this is if I'm away and its armed, I get no notifications to my phone app if something is tripped...so that renders using it while away pointless.

Insanity.

Yeah, it would be nice if they let us revert to a prior version (I can connect WIFI thru my phone) but that does not seem to be possible :-)

Did you notice SS is getting really cheap, I read in the latest email that they are removing cellular backup for self monitoring plans, so if the bad guy cuts your internet connection, well, having SS is worthless!

@chaz​ Question: if you are self monitored, the backup is meaningless.  Why should SS pay a line charge that you have chosen not to use?  My apologies if I am missing something.

@chaz just to clarify, if you're talking about the Self-Monitoring w/ Camera Recordings Plan, that has never included the cellular backup connection, because that plan specifically does not include the 24/7 monitoring service. The cellular backup allows the Base Station to keep sending alarm signals to Monitoring if WiFi ever goes down.

Though you also allude a recent email; you may be thinking of a recent correction, where some folks with the Standard Monitoring Plan were getting features that should have been for the Fast Protect™ Monitoring Plan only - like SMS text messages for activity. Both plans still include the cellular backup connection to Monitoring.

@shiherlis​ well I haven't had an update yet on mine or at least the newest one pop up yet but judging by all this when I do get it I just might hold off for awhile myself to make sure all goes well.

@shiherlis​ Our engineering team is diligently investigating this issue. At this time we recommend that you do not update your system to firmware 2.16 until further notice.

I hope you get a fix soon.

It seems that both May 2024 updates have disappeared.  Clicking the links gives 404 errors.

@route_66_guy​ as far as we know so far, this update affected only the Base Station's own connection to WiFi, and should not have affected the cameras (which have their own separate firmware). So I'm still not sure what knocked your cameras off their connections. But I'm glad that resetting was able to restore them.

An update...I was having this problem connecting to a T-Mobile Home Internet modem/router.   When I put a tp-link wireless router in-between the SimpliSafe base and the T-Mobile router I can connect the base to the tp-link by wifi and all works ok.  

I have had the same frustration since the update.

The keypad indicating under diagnostics no WiFi no internet.

Try setting up a Guest network 

It worked for me.

Best of luck!

Yep, still the same for me.  Literally running flawlessly for years until this.  Now it's pretty much useless. Pretty light on the base station though...sets a nice ambience for the mood. smh