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simplisafe_admin
SimpliSafe Staff
Community Admin

Community Admin

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741 Messages

Wednesday, May 8th, 2024 4:38 PM

Alarm System Firmware 2.16 (May 2024)

Here’s what’s coming in 2.16:

  • Improvements to WiFi stability 
  • Improvements to Motion Sensor Gen 2 connectivity
  • General performance and stability improvements
  • Laying groundwork to support upcoming features

Base Station firmware updates require manual input, either through the SimpliSafe® App, or through one of your Keypads. Please refer to our Help Center article for further info.

Previous Updates:

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Updated 

5 months ago

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1.7K

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captain11

Captain

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6.2K Messages

7 months ago

@simplisafe_admin It's always exciting to see system updates with bulletpoint notes detailing what's in it and when its going to happen.  Greatly appreciative for SS to continue improving their product, especially with that last one (my personal favorite btw "Laying groundwork to support upcoming features"

Keep moving forward, keep improving!

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slrichardson3

2 Messages

7 months ago

After base station update today, no chimes for any sensors. Not pleased. I do not want to re-setup all 20+ sensors. Please check the update integrity.

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davey_d

Community Admin

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5.7K Messages

@slrichardson3​ thanks for reporting. I've seen this behavior before. Try a simple reset of your Base Station:

  1. Remove the power plug from the Base Station
  2. Using a Philips head screwdriver, unscrew the one screw that was under the power plug
  3. Twist the bottom of the Base Station counter-clockwise and pull away to reveal the battery compartment
  4. Remove just one battery. This will totally shut down your Base Station
  5. Wait for a few seconds, then reassemble the Base Station

The chimes should be restored (and please don't worry. All other settings will be preserved!).

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7 months ago

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slrichardson3

2 Messages

Thanks. A few hrs after I reported this, I got all thr chimes working normally again by changing chime volume  up and then back down (via keypad).

Seems like this step could be added to base station firmware update scripts.

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6 months ago

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route_66_guy

186 Messages

6 months ago

I did my update yesterday. I have no WiFi problems, but now my 3 indoor cameras won't work. I've tried turning them on manually and by turning off my alarmed system, they don't work. I've re-booted the Base Station, and still no success. I guess the next thing to try is removing and reinstalling them. I've also re-booted my iPhone, they don't work. Frustrating!!

(edited)

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davey_d

Community Admin

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5.7K Messages

@route_66_guy​ are those Smart Alarm Indoor Cameras?

There wasn't anything in the Base Station 2.16 update that should have affected cameras, so this might be a separate issue. Let us know if resetting is able to restore your camera!

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6 months ago

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eat2livewell

1 Message

I tried this on 5/25/24 for a refusal to update to latest firmware and it worked!

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6 months ago

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Help_b

3 Messages

6 months ago

System won’t complete the update either from the app or the keypad. I’ve pulled and replaced the batteries in the keypad, checked my wifi connections and nothing. App goes through the motions until the very end and tells me the update failed. I’ve been trying to update for a couple of weeks and nothing. Help. 

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emily_s

Community Admin

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3.4K Messages

@Help_b​ How far away is the Keypad from the Base Station when you try to initiate a firmware update? It can help to bring the Keypad within a few feet of the Base Station to minimize range and interference. Then, reset your Base Station by taking 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"

After the reset is complete, try to update your system using the Keypad again.

(edited)

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6 months ago

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rgmcleod52

5 Messages

6 months ago

Yesterday (June 5th), I downloaded new firmware onto the base station and keypad which I assume is the 2.16 firmware.  I did this at home where I have a WiFi network to download the new firmware.  I was preparing the system for a new Habitat for Humanity home we're building.  I also did the pairing and naming of all the entry sensors, motion sensors and sirens that we purchased for the house.  This all went as expected.

I have installed 30+ Simplisafe systems for Habitat homes over the past 5 years, so there was nothing out of the ordinary while preparing this system for its home.

However, when I went to the home today to install the sensors on the doors, windows, etc. I started getting an audible "beep" and the LED on the base station would flash yellow every 10 to 15 seconds.  The message on the keypad was "No link to dispatch". 

This was not a surprise since the house under construction has no internet connection or available WiFi signal.  Very few of our Habitat owners can afford an internet connection, and we chose Simplisafe as our go-to alarm system 5 years ago primarily because it allowed the system to be configured and operate in a Standalone mode (i.e. no internet connection).

A call to the Simplisafe Support line resulted in a lengthy discussion and I found out that a recent change (not sure if that was in 2.16 or not) meant that systems with no internet connection would get this audible alarm as well as the flashing yellow LED every few seconds.  This makes for an undesirable situation where the owner of the home will have to ignore audible and visible alarm indications.

In the past the lack of a link to a dispatch was not a problem since the system still would be activated should someone try to break into the house.  Of course, there would not be any alarm sent to police or fire, but at least there's an alarm for the family.  And the system, even in its current state, still gives audible beeps when an entry sensor is opened.

Further investigation showed that even when there are multiple alerts shown on the keypad (open door, low  battery, etc), I cannot view these alerts since the only alert I can see is the "No link to dispatch". 

I can understand why the cellular module would be turned off if there is no internet connection, but I am hoping that there is a way to make the system respond as it has in the past as a "Standalone" alarm system.

If not, Habitat may be forced to find a different alternative to Simplisafe.

This comment has been converted into a post

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captain11

Captain

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6.2K Messages

@rgmcleod52​ First, I applaud your community service and thank you being involved in your community.  The alert and lighting was updated for SS to comply with new regulations, but it is my understanding it can b shutoff. If it is the same warning, I shut mine off but must be done via the keypad.

If you can't find it there I would call support back and escalate.

Finally, suggest you contact SS, explain your role with Habitat with Humanity and see if SS can do something on their part to support this worthy organizatioo.

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6 months ago

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rgmcleod52

5 Messages

@captain11​ Thank you for the reply.  I find the volunteer work with Habitat to be very rewarding.  I've helped build 45 homes in the last 5 years and seeing those 45 families get decent housing is its own reward.

I did contact SS support and explained the situation - both the alert state and Habitat - but they did not tell me of a way to shut that alert off.  I looked at the menu on the keypad and did not find anything that hinted at a solution.  Maybe it's buried somewhere.  If you can remember what you did to shut yours off I would be interested in knowing how to do that.

I asked the support supervisor to escalate this issue so that we might find a solution for this for the long term, but that was just yesterday and I haven't heard anything back from them yet.  My intention with my post here was to hopefully raise awareness and get someone from inside SS (like Davey D.) to help me get some visibility.

BTW, when the system alerts in the manner I've described, it makes it impossible to view any other alerts that the system might have logged - open doors/windows, low battery, etc - since using the keypad you can't get past the "No Link to Dispatch" alert even if there are 2, 3 or 4 other alerts indicated.

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6 months ago

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rgmcleod52

5 Messages

@shiherlis​ Thank you for the reply.  I do realize that people using the SS system as a "standalone" alarm may well be a small percentage of the SS population.  But for the owners of Habitat homes where we've installed the SS systems, they may not have the financial resources to afford an internet connection not to mention the monitoring fee from Simplisafe as well as local fees.  I am hopeful that we'll be able to find a way to configure the SS systems so they don't cause undue alarm for the owners.

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6 months ago

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jlazarus1

7 Messages

5 months ago

I looked everywhere for this but was unsuccessful... 

Q1:  How does one determine the Firmware Update VERSION the system currently is using? I tried using the keypad, then the Android App and also online but cannot determine which version is currently installed.

Q2: How does one initiate the Firmware Update process if theirs is outdated?  I tried the "Automated Update" online (step-by-step" update procedure) but NOWHERE do I see the "Gear" referenced in step 2.

Thanks in advance! 

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captain11

Captain

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6.2K Messages

@jlazarus1​ Both questions should be easily done. (Note the key word should).  Q1. Got to your keypad, hit menu, enter your pin, chose system settings then tab all the way down to  diagnostics.  From there choose the right arrow and get all the information on the base, keypad etc.  Hope this helps.

Q2.  Updates fo firmware go out in "waves". Want it right away? Call support and request it; the agent can "push" it to you.

If you have more questions, call or chat with support.  Please post your outcome here if you get a chance.

(edited)

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5 months ago

davey_d

Community Admin

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5.7K Messages

Hi @jlazarus1 ,

You can check the current version of your alarm system in the Keypad Menu:

  1. Press the Menu button , then type in your Master PIN
  2. Select System Settings
  3. Scroll all the way to the bottom and select Diagnostics

Note that Keypad refers to the current info for the Keypad you are currently operating. Base Station of course refers to the tower - which is what this thread's update is for.

If you aren't seeing the gear icon on the default screen on your Keypad (the big circle that says Off/Away/Home), you can manually check for updates:

  1. Press the Menu button
  2. Select System Settings
  3. Select Check for Updates

If there is an update available for your system, you'll be shown a set of instructions on how to install.

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5 months ago

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jlazarus1

7 Messages

@davey_d​ 

Hi davey_d & captain11),

I do not have the option "System Settings" when pressing MENU, then entering my PIN.  There are 6 options but none show that.

(edited)

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5 months ago

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emily_s

Community Admin

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3.4K Messages

@jlazarus1​ Are you using the Original SimpliSafe system? The Original SimpliSafe system and the Gen 3 system have different Keypad menus, which could explain why you do not see the System Settings option from the menu. If you do have the Original SimpliSafe system, it does not have firmware updates, so your Keypad would not prompt you to download one. 

The Which Version of the SimpliSafe System Do I Have article in our Help Center will help you identify which system you have.

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5 months ago

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jlazarus1

7 Messages

Yes, emily_s, I have one of the original SimpliSafe systems.  

So, if I understand you, there was only one version of software/firmware and no updates were ever provided for it?  If so then there is no need for me to worry about having "the latest & greatest".  Also, it would be nice if, say in the areas on this website where there is mention of Software/Firmware updates, that this information is posted so others don't waste as much of their time as I have.

If not, I'd certainly want the best protection the system can provide (but there's no way to tell what version is currently installed).  Great.

Thank you for your reply.  

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5 months ago

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david_974533

14 Messages

5 months ago

Why would I be getting firmware upgrades notifications on the days I did not do a firmware upgrade?

I have a question on "Notifications" with the envelope icon in the app and webpage.

For 2024, I have 9 notification listing "Base Station firmware was updated successfully." 6 of which are the days I did upgrades (multiple in those days, base station and keypad?).  Of the other three notification I did not do an upgrade.  Two of the days I did a security test, but a firmware test is not a firmware upgrade, so why would it list that? The last one was not a firmware upgrade or a security system test.

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david_974533

14 Messages

5 months ago

Bug report for engineering.

Upgrade from 2.15.8 to 2.16.2 had problems here.  The keypad listed estimated update time 2 minutes, it all proceeded as expected ending with "upgrade complete", but the keypad that upgraded it had a spinning "Installing Base Station", and the other keypad had "Update in Progress" both stuck after 8 minutes.  The "Update in Progress" keypad I pressed enough buttons to get "Alarm Off", and return to normal.  No change for the keypad I did the upgrade with, and buttons only turned the screen on, which I power cycled to restore operation.

Both keypads are at 2.13.8 checking for updates returns. "Your system is up to date"

(edited)

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Streaky

32 Messages

5 months ago

Updated successfully, no loss of connectivity (TP-Link Deco X60 mesh).

[Which is more than can be said for the firmware update to the X60, which necessitated a complete reinstallation across five WAPs!]

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