‎Keypad - no option to clear alerts?? | SimpliSafe Support Home
 
Bmuse's profile

3 Messages

Friday, June 30th, 2023

Keypad - no option to clear alerts??

Hi all,

On the keypad, when you press to display alert details, there has always been an "X" option as a right-press, to clear the alert.

After the latest keypad update, that option is gone! When clicking into an alert, there is only "back" or a down-click if there's more than one.

There seems to be no way to clear an alert at all -- from the keypad, or the app. (The app displays a little info bar, but you can't clear from it.)

I can see of course where this would, in theory, push users into remedying the alert. But now, whether it's a low battery you have to order or something else benign, the base station will continually announce them every time we arm and disarm.

Does anyone know if this was a deliberate feature removal?

And where to put in a request to add it back?

Thanks for any help!

B

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Official Solution

Community Admin

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3.4K Messages

2 years ago

Hi @Bmuse, 

This was an intentional change made to be UL985 compliant. Now, notifications received if a Entry, Motion, or Glassbreak Sensor is offline or if its battery is low cannot be cleared from the Keypad or app until the issue has been resolved. 

(edited)

1 Message

This is absolutely terrible. You mean to tell me I have to listen to this thing tell me that my cleaning lady entered her password incorrectly every time I arm and disarm the system — since the alert cannot be cleared?

Community Admin

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3.4K Messages

@ItoLemma​ This change only pertains to low battery and sensor offline errors for the Entry, Motion, and Glassbreak Sensors. Any other errors you should be able to clear. If you reset the Base Station, does that clear the notification for you? You can perform a reset by taking the following steps:

  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 remove one battery from the Base Station
  3. Wait 30 seconds
  4. Reassemble the Base Station by inserting the battery, cover, and the power cord

3 Messages

I replaced batteries for my sensors and the errors are still persisting. Is that normal?

Community Admin

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3.4K Messages

@mikemmccune​ In the event where replacing a sensor's batteries doesn't automatically resolve the error on your Keypad, I would recommend removing the sensor from your account using the mobile app, and then add it back.

To remove a sensor in the SimpliSafe mobile app, follow the below steps:

  1. Tap the three-bar icon on the top left corner and select "My System"
  2. Select "Device Settings"
  3. Choose the sensor that you want to remove
  4. On the bottom of the screen, tap "X Remove Device"

1 Message

@emily_s​  Great.  Gubment control gone too far yet again.  😩

1 Message

1 year ago

For a group of such highly educated I.T. professionals, you sure make your share of stupid software mods.  Why on earth, would you eliminate the ability to clear errors on the keypad remote?  I just got a low bat warning on a door sensor, replaced battery, and I still get the warning, with no easy quick way to clear it.  So I removed the sensor from the system and then re-added to the system ....and wallah fixed!  thats great if all I have to do all day is to interact with my alarm system....BUT I HAVE OTHER THINGS TO DO IN MY DAY.  Please fix this short-sighted glitch!

1 Message

1 year ago

This is a bit ridiculous.  Within 12 hrs of doing the update all 4 of my motion sensors flagged with a connection error.  They are all 4 working fine now per the app and I verified in test mode but the keypad still shows the 4 errors and I can't clear them.  Above says fixing the issue should clear the errors but in my case the devices are working fine (< 1 year on the batteries) and the error still exist on the keypad only.  Repeat, I never received these errors before the update I made last evening and so far, only the motion sensors are showing up as a problem.

1 Message

11 months ago

This is the same problem that I have had for more than a year! Alarms need to be cleared from the keypad. What is it that you do not seem to be able to understand? FIX THE DAMN PROBLEM!

1 Message

8 months ago

This is ridiculous and makes replacing batteries a real pain because the errors don’t clear!!!!! And we have to keep doing this over and over again!!!!! Fix it 

2 Messages

12 days ago

Please stop making excuses and leaving all the trouble to the user!

This issue can be easily resolved with a software update. Once the user resolves the hardware issue (e.g., replace the battery) and the system reflects the resolution (e.g., an entry sensor changes from offline to closed or open), the error message should automatically be removed.

After the system detects that the user's hardware is functioning normally, it fails to automatically cancel the entry sensor error message and does not provide the user with a way to cancel the error message. Instead, it requires the user to remove and reinstall the device or reset/restart the base station. This is irresponsible. 

2 Messages

12 days ago

Please stop making excuses and leaving all the hassle to the user. The current issue can be easily resolved with a software update. When the user resolves the hardware issue (e.g., replacing the battery) and the system reflects the resolution (e.g., the entry sensor changes from offline to closed or open), the system should automatically cancel the error message.
After the system detects that the user's hardware is functioning normally, it does not automatically cancel the entry sensor error message, nor does it provide the user with a way to cancel the error message. Instead, it requires the user to remove and reinstall the device or reset/restart the base station. This is irresponsible.

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