‎Gen 2 motion sensors stopped responding | SimpliSafe Support Home
 
craig7327's profile

Saturday, March 8th, 2025 7:19 PM

Gen 2 motion sensors stopped responding

Hi Simplisafe,

Reporting a strange issue.

Over six hours all of my seven Gen 2 motion sensors stopped responding.

From 07:47 to 13:47 UK time.

At first the system was switched to OFF mode and within a couple of seconds, l received a notification that the Kitchen and Garage motion sensors had stopped responding, both at the same time 07:47.

I removed the battery on both sensors and checked the power level and it was full.

Reinstalling the battery restored these two sensors.

At 10:42 the system was switched to AWAY mode, then over the next three hours five more Gen 2 motion sensors stopped responding, from 10:47 to 13:47.

I received a notification each time a sensor stopped responding, and this also showed in the timeline, but checking the system on the app and refreshing the page it said everything was okay, l also went to settings and refreshed that page and the green tick/check mark was still showing.

Once home, just removing the battery for a second restored each sensor.

Thank you

Craig.

Captain

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6.4K Messages

2 months ago

@craig7327 Greetings from the colonies.  I suggest you check your timeline and see if you recently received a firmware update. If you did, like I did, OD cameras and just my 2 Gen 2 motions didn't update properly. (All Gen1 motions were fine.) A call into support and a 45 minute call took care of all of the issues.

29 Messages

2 months ago

Hi @captain11 

Well all seems resolved now, strange how they all stopped 47 minutes on the hour over 6 hours.  

l’ve been a customer now for almost 5 years now and l don’t think l’ve seen reference in the timeline about updates. 

l know the US and UK systems can differ slightly, l wonder if we don’t get updates listed in our timelines. 

l did look back through and haven’t spotted anything so far or l missed it. 

Thank you anyway for the suggestion. 

Craig. 

Community Admin

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35 Messages

2 months ago

Hi @craig7327

 

You have done the correct steps in resolving the issue. Here is an article on some extra steps you can take to ensure your system is up-to-date too. 
There is a new Base Station FW being released in the coming weeks which includes an update on preventing Gen 2 Motion Sensors from getting into this state, but please reach out to us if this does happen again, as it's uncommon for all your sensors to not respond withing a short time period, although we do not expect it to happen again after the actions you have taken. 

 

SimpliSafe 

29 Messages

@Sav_SS​ 

Thank you for the article link. The basestation received a firmware update this morning (2.18.6.0)   

So far since restoring the motion sensors, there has been no issues. 

Thanks again. 
Craig. 

3 Messages

20 days ago

After receiving the 2.18.6.0 update on Friday 4/4 afternoon, I spent the entire night Friday night and into Saturday 4/5 chasing one device after another reporting Device Not Responding.  I was irate at the continuous sleep interruptions.  Eventually, all of my motion sensors (10) and all of my keypads (3) entered this not responding state.  Worse, a simple battery pull was not sufficient to clear/reset the device.  I had to pull the battery from each, remove the device completely from the system, then follow the process to re-add each device to the system - replacing the battery at the appropriate time during that process. This actually worked for all 13 of them, and Saturday night was very thankfully restful.  What a nightmare to deal with though... A notice in the app after the firmware update stating that this might be necessary would have saved me some real grief.  Once again, it's all quiet on the western front...

3 Messages

17 days ago

Spoke too soon.  During the night on 4/7-4/8, my Entry sensors started reporting as "Not Responding" as well as one of my keypads - again.  I couldn't take the loss of sleep, so I pulled power and battery from the base station to stop the insanity.  I just powered it back on today, and received a report again that the firmware update was successful - though the version has not changed.  This seems to be a standard message after a full power loss to the base station - regardless of whether or not an actual 'update' has occurred.  I then removed all of my entry sensors and keypads from the system and re-added all of them.  Really praying this resolves the random Not Responding issue so prevalent with firmware version 2.18.6.0, and completely unheard of - for me anyway - prior to this last update/upgrade.  Would gladly roll back to 2.17.0.34 that worked flawlessly before this disaster.

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