Smart Lock firmware update

No I still cannot.  Text message tech support said I need to do the lock unpairing and pairing using the keypad not the app.  I havent tried that yet.  I dont see how that would matter.

@jasongordon1​ it does sound weird I know, but the Keypad pulls firmware update data a bit differently than the Mobile App. The theory is if the app is glitching in any way that's causing an update to fail, the Keypad shouldn't have that same issue. If it fails for you there as well let me know and I'll step in to help. 

Here's the support article as well for the step by step

Hi, i finally got around to trying this.  I removed the lock from the system, removed the batteries and long pressed the button for 20 seconds.  Then I added the lock to the system using the keypad and that worked.  What I cant figure out is how to do the lock firmware update from the keypad so I tried doing it again from my phone but it is still failing.  I also tried from a second phone and it failed again also.

https://share.icloud.com/photos/019YV7RozHqmfMVFMu586R-sw 

@SimpliSafe_Jordan  CAN YOU HELP?

@jasongordon1​ I sent you a a message. You should see the blinking light on the upper right hand of your screen that's where you can find your chats.