Sensors or Keypad Shown as Disconnected from the Base Station

Since the update, my keypads are constantly showing an “Out of range” message and many sensors keep telling me that the various sensors are not connected.

All of these issues began with the firmware update?  HELP!

I purchased the Simply Safe system in December 2024 and everything has been working as I expected. However, since the updates were sent out on April 4th and 5th, I continue to have intermittent problems with the keypad showing up as "Out of range" from the base station. Additionally, all my door alarms quit working. I have now placed 4 calls to the support team and the guidance that the first three offered each failed to correct the problems just hours after their fix. After the third failure late last night, I called again this morning and the representative walked me through a new set of instructions to see if it fixes the issues. I'm concerned that the system will fail while I'm away and I'll lose my protection. I'm hoping that this fourth attempt will correct the problem long term so I can restore my faith in Simply Safe.

I haven't had any issues until this recent update. I can walk right into my house and nothing happens! Both keypads keep saying out of range. In order to turn off the alarm I have to do it from the app - which is worthless anyways since it doesn't even recognize that I came in two doors! Ugh, this is terrible.

Is there any way to revert the update?

(Friday, April 11, 2025)

Am I reading these experiences correctly? Is this new firmware update automatic? In the past, we/the user have always had to manually apply all other updates. I will not be home for the next three weeks, so if this is a new way of updating firmware, with all of the issues I am reading in this post, this is the worst timing. Can anyone confirm if it is user-applied or automatic?

Edit (Friday, April 11, 2025): Never mind. I just went into the app, and it says SimpliSafe will install the system update the next time I disarm my system. It looks as though I will have to plan to have someone house-sit while I am away. Good grief, this is not good. This bug is the reason why updates should never be automatic. And the cherry on top is that no one will respond (on the forums regarding the problem) until Monday when I leave.

Edit II (Friday, April 11, 2025): I will disconnect the system from Wi-Fi so it cannot update (back to SS2 days – cellular only). Note to SimpliSafe: DO NOT roll out firmware updates on Friday. If you make them automatic moving forward, do it at the beginning of the week when the entire team can remedy the issue as soon as possible.

Edit III (Friday, April 11, 2025): I did not have to disable Wi-Fi on the Base Station. I could skip the update via my Keypad (which I did; I will not update the firmware until I am sure SimpliSafe has solved the issues).

Edit IV (Saturday, April 12, 2025): I wish I had disabled Wi-Fi on the Base Station. The firmware automatically updated when I disarmed the system. I disarmed it this afternoon when I left. I set the alarm, left, and when I returned, saw it updated when I went into the app—the system was off the entire time. I have not yet been able to test it, but I will within the next few hours.

Update (Saturday, April 12, 2025): What a disaster. All other reports in this thread are correct. The firmware update broke the sensor connection. The system does not know when they (the sensors) are open. I cannot believe this. The first update that SimpliSafe pushes automatically breaks the system. I hope the company learns a huge lesson here - leave it up to the customer to apply them. Updates sometimes have bugs you cannot avoid on the user end if you force them on us. Now, I wonder how long this will take to fix.

Opening the app on the phone fixes whatever they broke with the FW update.  Keypads reconnect but break again.  So far for me it has broke 2 days in a row.  Both keypads broke, unplugging the base doesn't even recognize base is unplugged.  Opening app is only fix then reconnect keypads.

It looks like "home" mode might be working, but "away" mode is definitely not working.

Has anyone had the update occur without the issue(s) echoed time and time again in this topic? It has happened to me as well. I am so upset. The lack of employee input on weekends is unsettling in instances such as this. While I do not expect anyone to work every day of the week, in cases of emergencies (which this is), someone should log in and let us know what the plan is (i.e., pushing out rollbacks of the previous firmware version). SimpliSafe should not delay addressing the problem; this is not something that can wait until Monday.

Im not sure if it's was related to this update, but I just "upgraded" from my old SS2 to SS3 a couple months ago and regret the move so far. Since installing SS3, I am getting regular keypad disconnects, sensors not responding, and lately in addition I noticed entry sensors no longer cause the base station to chime. Has the SS3 always been this glitchy? 

I’m having the same issues now as well! We’ve had the system for 6 months with no issues until this last week. 

The irritating part is that the disconnects happen at night after midnight. And the stupid base chimes and wakes us up as if it’s a major emergency. WTF!!!! at least put an option to turn that stupid feature off. I’ll take care of it in the morning. 

I’m experiencing the same issue people are complaining about. It’s the entry sensor and keypad that keep disconnecting. And they are the closest devices to the base, within eyesight and 8-15ft away.  The other sensors on another floor and across the other side of the house have no problems! We have no ham radio or baby monitors, and the base is 8ft away from other devices. 

I love this system so please fix yourself SS.

I, too, am having the same issue as everyone else (devices constantly losing connection and needing battery resets).

If Simplisafe is going to push out automatic firmware updates, please provide a way for users to rollback the update to a previously-good state. I shouldn't have a flaky security system because some engineer YOLO'd their deployment before heading out for a vacation. I definitely shouldn't be paying a monthly subscription when Simplisafe can potentially brick my whole system.

One of my systems has random sensors disconnect as well, and it started after a system update from Simplisafe.  Another user mentioned the same thing, and I agree.  Seems to point to the update from Simplisafe!

Yup add another to the pile, I want to know if they are pausing the monthly monitoring fees for a broken system they broke, and refunding or crediting the funds back. Oh I contacted customer dissatisfaction,  they are very sorry, no I am very sorry, I asked them to rollback was told they can't, I asked do they own the alarm or do I,  I do Roll it back, I was given a number to call to waste more time.   they dont have an answer they are stalling.  an answer would be good, about now..

Home mode seems to be working so I am using it as the away mode for now. Hopefully they will fix it soon.

I'm one with no issues, so far, 🤔 Simplisafe could care less though.🙄

I have two base stations and two keypads at one house. RF enhancement for OD cameras waking up.

1st extra base updated with no issues. Has two OD cameras on it.

2nd and main base got notified after arming home. Said it would update when disarmed.

Home Assistant auto disarmed it at 5AM, it updated with no issues at 5:10AM. It has 3 OD, two doorbells and 37 sensors.

I'd try keypad resets, remove a battery or all if it makes you feel better, wait several minutes, reassemble, replace AA batteries if 6 months or more old. Delete and reinsert keypad in app if necessary.

Same for base, remove batteries, wait several minutes, reassemble, fire it up.

I'd do the base first and then the keypad, then the sensors.

As to sensors, make sure of battery contact and that they're snapped in the right direction, there is a catch to retain the CR2032 batteries.

If you replaced the batteries on some sensors, it may require delete in app and reinsert via same name etc.

Use new fresh batteries. Not old stuff.

If you did all this already, you'll have to call. My condolences 😞.😉

They did announce auto updates a while back, probably a bad idea. They should push it out for beta testing first to their handful of happy customers. 😁 (Facetious humor)

Camera auto updates are bad enough. And I'm sure they can roll back if it affects enough people.

Good luck!

The silence is deafening. This situation has to be even worse than I thought.