Alarm System Firmware 2.17 (August 2024)

@raccoon​ laying groundwork for future features is really all about future products that will be coming out in the future and getting the system ready for those said products but they will not tell as they are in beta are have not been in beta testing as of yet but just getting things ready for it. 

@lance843​ There's little more exciting than future products that will be coming out in the future.  Those future products that are coming out in the past (a De Lorean or TARDIS might be involved), past products coming out in the future and past products that came out in the past are so passé these days. 😂

@james226​ Firmware updates can be downloaded using either the Keypad or SimpliSafe mobile app. If you're running into this issue downloading the firmware using the Keypad, I would recommend trying the mobile app and vice versa. 

If you check out the Updating Your SimpliSafe System article in our Help Center, there is a guided flow at the bottom that goes over how you can download a firmware update using either the Keypad or mobile app!

@emily_s​ 

Unfortunately I am still unable to download what appears to be a key pad update as the base station does not register that an update is available from the mobile app. I noticed that my doorbell has also mysteriously disappeared from the list of devices so I am thinking I may have a key pad issue. 

@Streaky​ What indication do you have that it was applied?  I let my keypad sit on the gear icon until I come here to read the release notes, and have not observed it doing a firmware update on its own.

I have see the timeline show the firmware has been applied, but I'm wondering if that message is incorrect and is really the base station has downloaded the firmware waiting for the user to initiate the upgrade to apply it.

@joshualhamilton85​ You can try a hard reset.  While unplugged, press and hold the reset button on the bottom of the base station under the cover then plug it in.  Hold for 8-12 or 30 seconds (I forget what) and the base station memory is wiped.  Unplug and reassemble.  Then go into the App -> My System -> Base Station Settings -> Replace Base Station.  Or start over pairing the keypad and all your sensors.

@joshualhamilton85​ Can you give me a few more details about how your Base Station is now acting? Does it light up? Is it able to communicate with your other SimpliSafe devices? And do you see any error message on the Keypad?

It sounds like you tried resetting your Base Station - were the batteries out of the device for about 30 seconds? In order to reset it, take 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, the Base Station will say "Welcome to SimpliSafe"

@emily_s​ spoke with customer service today and it was deemed that my base station was completely bricked from the update. A new unit is being mailed to me. 

@celestejam63​ What is the error message that you receive when you try to update your Base Station? If you send us a screenshot or a picture, that could help us troubleshoot what's happening. 

And are you using your Keypad to install this update or the SimpliSafe mobile app? If you are using the Keypad I would recommend trying to use the mobile app and vice versa. 

I've tried using both and the error message is "downloading update (takes about 25 minutes)" then I after hit okay nothing.

@zengshengliu​ Do you see any error message after trying to download the update, or does it just time out? I'd recommend moving the Keypad right next to the Base Station when downloading the update to see if minimizing the range between the two devices help.

@emily_s​ no error. Pressing OK on the keypad just bring it back to the main screen (OFF) and "alarm off" announcement on base station. The keypad is also right next to the base station.

@zengshengliu​ Got it, thank you for those details! I know you mentioned that the mobile app doesn't show the update available. I would try removing the mobile app from your phone and then redownload it to see if you see the prompt to update your system. If you do, try pushing the update through that way. 

It can also help to reset the Base Station, to reboot the device and refresh all of its connections. To perform a reset:

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, the Base Station will say "Welcome to SimpliSafe"

But if the above doesn't help, the next step is to contact our Support team. There are a couple of things our agents can try on their end using remote tools.

@emily_s​ 

After hard restarting the base station (unplug + remove battery for 30+ seconds), I am finally able to get the firmware updated with the following "steps"

• Keypad update still didn't work
• Overview tab on mobile app still didn't show any updates
• On My System -> Base Station Settings, it now shows there is updates for the firmware.  It wasn't showing before
  • First update, the loading bar fill up, then disappeared, nothing change
  • Retry again, update, and said successful, but still showing old firmware
  • Retry again, update, and finally shows new version 2.17.0.34

That was late last night.  But today, I encounter a different issue.  Both of my motion sensors are showing "not responding 30 minutes apart from each other.  Try to follow the step listed here (https://support.simplisafe.com/articles/motion-sensor-gen-2/motion-sensor-gen-2-not-responding/644ab9d20371775041e97807).  I know firmware is updated, so I try to follow the second step, but see that it was asking us to remove/readd the device.  Before I try that, I just unmount the motion sensor, remove the battery, and perform a "soft reset", and it get connected again.

This is the first time seeing this error since I got the system, so it might be related to the firmware update.

@zengshengliu​ does unplug and remove battery for 30+ seconds wipe the base station where you have to re-add all your sensors and devices or are those retained?

@sh2402 Is your Base Station connected to WiFi? A WiFi connection is required in order to install system updates successfully. 

If the Base Station is connected to WiFi, take a look at your Keypad - there should be a gear icon on the screen prompting you to install the update. 

Firmware updates can also be installed using the SimpliSafe mobile app. If you open it up and look at the Overview screen, you should see a title on the screen that reads "Firmware Update Available." 

For more details, check out the Updating Your SimpliSafe System article in the Help Center.

@ctrodriguez75 If you haven't already, we recommend resetting the Base Station. You can do this 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, the Base Station will say "Welcome to SimpliSafe"

After performing the reset, try installing this firmware update again.