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wmagee488

3 Messages

Tuesday, May 31st, 2022 1:49 AM

Key Pad is Displaying message that Base Station is out of range

My key pad is telling me that the base station is out of range. Never had this message before. The base station is about 10 feet from the key pad where it has always been. I unplugged the base station and took out the batteries. Same message, so I also replaced the batteries in the key pad and still get “out of range message.” I have a 2nd key pad that I have never used so I tried it and yep same message.  Must be something wrong with base station. Any ideas?

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5 months ago

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davey_d

Community Admin

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5.7K Messages

2 years ago

Hi @wmagee488 ,

When you open a door with an Entry Sensor on it, do you still hear the chime? Or if you go into the Devices section on the SimpliSafe app, do you see any components there? If not, it sounds like your Base Station's memory has somehow been wiped. There might have been a power surge, or something may have jostled the circuits inside. I would suggest giving us a call at 800-548-9508, so we can replace that Base Station for you.

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wmagee488

3 Messages

@davey_d​ 

Hello Dave D.  I have the entry sensor (chime) for the door turned off.  I had not thought to look at my device settings in the online app, but I see that both of my Key Pads show a status of “Off Line.”  The app also shows that one of my temp sensors is also “off line.” That sensor may have a dead battery. All other sensor’s appear to be online. I won’t be able to check anything on site until this weekend. I greatly appreciate everyone’s help. 

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2 years ago

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davey_d

Community Admin

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5.7K Messages

@wmagee488 glad you were able to check. Though I should also remind you to hit the refresh symbol on the top right of the Devices screen to get the latest status for the whole system.

If the Keypads and that Temperature Sensor are the only ones having trouble after a refresh, that's good! We can troubleshoot just those components.

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2 years ago

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captain11

Captain

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6.2K Messages

2 years ago

@wmagee488 Two suggestions: first, move the base to another room, even if temporary. Try to keep the line from the base to the keypad location different.  Reset the keypad by taking the batteries out. No dice? Try moving the base again. Repeat. If that doesn't work, then call support and get assistance to do additional troubleshooting. Make sure to ask if there is any interference detected, even is its slight.

Please post your outcome here is you get a chance. Thank you.

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wmagee488

3 Messages

@captain11​ 
It’s going to be this coming weekend before I have the opportunity to try it, but I will post what happens. It’s just very odd that I have this problem now.  I have used the system a couple of years now and this never happened before. I even tried both key pads right next to the base station, but no dice. I’ll try moving it to a different room as you suggested.

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2 years ago

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waltnorthrup

4 Messages

2 years ago

This just happened to me.  I took out the batteries and put in new ones.  Still the same.  I took the keypad down and into the room with the base station and it all started working.  I then put the keypad back and it's still working.  The keypad and base station have been where they are for a least 3 years with no issues.  I don't get it.

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captain11

Captain

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6.2K Messages

@waltnorthrup​ If the batteries are good and no new electronics, I would ask for the keypad to be replaced. Over the years I have had both of mine replaced (different times).

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2 years ago

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Wolfspirit68

2 Messages

2 years ago

Having the same issues, just about every other day the base station loses ALL settings, and nothing is connecting. I am beyond tire of this crap.  It was fine up until we install the new 4g cell backup board.  ever since then it's not worked correctly at all.  Several calls for support only to be read from a script on their screen and doing the same thing I've already done.

Something has got to fix this issue or I am going to another security system.  I cannot leave my home unsecured ALL the time.

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davey_d

Community Admin

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5.7K Messages

@Wolfspirit68​ that's a different issue entirely and we should replace your Base Station. Please contact our Support team and we'll get a replacement out to you ASAP.

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2 years ago

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amyfunk1012

1 Message

I’ve only had this happen when I’m out of town and have Petsitter’s coming in and out. It doesn’t make sense why it happens then. Full-time, the pet sitters couldn’t get it to work. It always works for me.

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5 months ago

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emily_s

Community Admin

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3.4K Messages

@amyfunk1012​ Did your Keypad display an Out of Range error message when you were out of town? Or did it lose connection to all of its devices and settings? 

If the Keypad was Out of Range, that means that it lost connection to the Base Station - most likely due to range or interference. This article in our Help Center can help troubleshoot the Keypad to find the best location for it.

But if the Base Station lost connection to all of your SimpliSafe devices, that would be completely different, and we would want to replace your Base Station. In that case, please reach out to our Support team and they can assist you with a replacement.

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5 months ago

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