Monitoring Certificate download fails with "Check Internet Connection" error

Hi Captain,

The website, and particularly the webapp, is a complex and sophisticated system. So it's not just a matter of changing up some code and publishing immediately. That being said, it helps that I was able to replicate your issue, so we're a little closer to at least figuring out the cause. I've let our dev team know, and we'll get this fixed up soon.

In the meantime, our Support team is able to email you a certificate from our end. Was the agent able to do that for you already?

@davey_d​ Thanks for the reply. As stated in my post, your customer service team did an outstanding job for me yesterday evening and I had the monitoroing certificate in less than a minute. Applause.

Now the bad part: customers are not supposed to test your website. At my former company of 20+ years, IT monitored error logs mutliple times a day and proactively identified and addressed the issue. Also, being a medical device company and having to meed strict FDA requirements, I can assure you the systems were very complex, sophisticated etc etc. My polite way of saying no matter how "complex and sophisticated" the Simplisafe site and back office systems are, no excuse. Should be fixed in hours, not days. Period. Sure hope the alarm and montiroing systems are better monitored. :-)

Update: Here we are less than three hours later, 3:25PM Central and viola;  the down of certificate button works like a charm. A sincere thank you to Davey and the SS web team that made this happen.  That is what I call a customer oriented action of a customer oriented company! Again, thank you.

Hello @ponydancer​, 

Thank you for bringing this to my attention! I am going to forward this to our devs to investigate, but in the meantime if you reach out to our support team they will be able to send you your monitoring certificate.

Thank you, Emily, will do!