‎Base station light not turning off despite app set to off - is this a known bug? | SimpliSafe Support Home
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JasonDunn

12 Messages

Monday, June 24th, 2024 3:25 PM

Base station light not turning off despite app set to off - is this a known bug?

I've used the app to turn the base station light off, yet it's still on. I've saved the changes, I've toggled it off and on in the app multiple times over a few days, always saving the changes, and the light is still on. I've restarted the app, and the app state reports that the light is off, but it's still on. I've tried on the Android app and the iOS app. Nada. The light stays on. The base station is on firmware 2.16.2.3.

I've confirmed by testing other app settings - such as the chime sound being audible for door sensors - that it picks up those setting changes. So it's not that the app is failing to send changes to the base station.

Is this a known bug and if so, when will it be fixed? The little hole in the back of the base station, is that a reset button that I could use to reboot the system and perhaps force it to pick up the current settings? Is there some other way to force the base station to get in sync with the app settings?

How new is Gen 3? I'd have expected obvious issues like this to have been fixed by now. 🤔

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Updated 

2 months ago

1.2K

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Accepted Solution

Pack

47 Messages

2 months ago

There is a setting in the keypad that is not in the base station settings (they don't entirely match up).  It relates to showing that power is connected to your base station.  Turn that setting off in the keypad, and all lights will stay off on the base station then (assuming you turned the other base station lights off).  

That's what I did.  Nary a light anymore.  

1

JasonDunn

12 Messages

@Pack​ Yes, thanks someone else pointed that out earlier and it worked great! The real mystery is why SimpliSafe would have ANY setting in the keypad that isn't in the app. It's not a good customer experience. 

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2 months ago

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emily_s

Community Admin

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3.4K Messages

5 months ago

@JasonDunn We may need to forward your case details to our engineering team for investigation, but before that I would recommend resetting your Base Station. To reset the Base Station, take 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
  5. When powered up after the reset, you will hear the Base Station say, “Welcome to SimpliSafe"

But if a reset doesn't help to help to turn its light off, please let me know.

(edited)

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JasonDunn

12 Messages

@emily_s​ Hello. I followed those steps, twice just to make sure, and the base station light is still on while the app is set to off. Quite odd!

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5 months ago

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emily_s

Community Admin

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3.4K Messages

@JasonDunn​ Thank you for the update! One last question, is the Wall Power Light setting on? The Wall Power Light is a light on the back of the Base Station that remains lit while the Base Station is receiving power from the power adapter.

You can check this on the Keypad by navigating to Menu > System Settings > scroll down to Wall Power Light. If on, try turning turning this setting off.

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5 months ago

JasonDunn

12 Messages

@emily_s​ Thanks for the solution! That worked. 🙌

I am deeply confused though why this setting does not appear to be in the Android app. I would never think to dig through keypad menus; every setting should be available via the app. I've spent a month with this very irritating light on, shining into my bedroom, and all along the fix was available if I'd known to dig into the keypad menu. Very frustrating. 😣

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4 months ago

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jeffreythebarak

1 Message

@emily_s​ Thanks. This solved my issue too. It was the WALL POWER light setting. Now I have dark nights again!

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3 months ago

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N2youreye

6 Messages

4 months ago

This procedure finally worked for me by switching off the wall setting at the keypad. Will there be any ramifications other than that bright light being off?

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davey_d

Community Admin

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5.7K Messages

@N2youreye​ no, all that does is turn off the indicator that the Base Station is plugged in and charging. It doesn't turn off other indicator lights - e.g. for alarms and errors. Nor does it affect other functions.

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4 months ago

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choeglund

1 Message

I have this same issue but I see no option for Wall Power Light in my keypad settings menu. My base station is new but the keypad is 2 years old.

(edited)

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2 months ago

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emily_s

Community Admin

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3.4K Messages

@choeglund​ I suspect that this Keypad may be on an older firmware that does not have this setting on it. If you reach out to our Support team, they will be able to help send you a new Keypad.

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2 months ago

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