Understanding and Resolving a SimpliSafe 'Hardware Failure'
A "Hardware Failure" or "Sensor Error" message on your SimpliSafe system can be alarming, but it doesn't usually mean your entire system is broken. This message is your system's way of telling you that it can't communicate with a specific component. The Base Station constantly monitors its connection to every sensor, and when one stops responding, it flags it for your attention.
This guide will help you diagnose which part of your system is causing the error and walk you through the most effective troubleshooting steps to get your home security back to 100%.
## Step 1: Identify the Problem Component
Your SimpliSafe system will tell you exactly which device is having the issue.
- Check the Keypad: The keypad display will name the specific sensor that is reporting an error (e.g., "Entry Sensor - Front Door" or "Motion Sensor - Living Room").
- Check Your App: The SimpliSafe app will also show a notification or error message detailing which component needs attention.
- Listen to the Base Station: The Base Station may also announce the name of the malfunctioning sensor.
Once you know which device it is, you can focus your troubleshooting efforts in the right place.
## Step 2: The Most Common Fix - Replace the Battery
In the vast majority of cases, a hardware error is simply due to a dead or dying battery in the sensor.
- Get the Right Battery: Consult the SimpliSafe support website to identify the specific type of battery your sensor uses. Entry sensors, for example, typically use a CR-2032 lithium coin battery, while motion sensors might use a CR-123A.
- Open the Sensor: Most sensors have a simple sliding cover or a small screw that allows you to access the battery compartment.
- Replace the Battery: Remove the old battery and insert the new one, paying close attention to the correct polarity (+ and -).
- Test the System: Once the new battery is in, the error message on your keypad should clear automatically. You can test the sensor (e.g., by opening and closing the door for an entry sensor) to confirm it's working.
## Step 3: Check for Environmental Interference
If a fresh battery doesn't solve the problem, something could be interfering with the sensor's wireless signal to the Base Station.
- Distance: Is the sensor very far from the Base Station? While SimpliSafe has excellent range, extreme distances or multiple thick walls can be a problem. Try temporarily bringing the sensor closer to the Base Station to see if the error clears.
- Physical Obstructions: Large metal objects, such as refrigerators or filing cabinets, placed between the sensor and the Base Station can block the signal. The same is true for dense building materials like brick or concrete.
- Wireless Interference: Other wireless devices operating on a similar frequency can sometimes cause interference. This is less common but can be caused by things like cordless phones or wireless baby monitors near the Base Station or sensor.
## Step 4: Reset and Re-add the Sensor
If the error persists, the connection between the sensor and the system may have become corrupted. Removing and re-adding the sensor will create a fresh link.
- Remove the Sensor: Using your keypad, navigate to the menu, select "Devices," and then choose the problematic sensor. Select the option to "Remove" it.
- Re-add the Sensor: After it's removed, select "Add Device" from the menu. The system will guide you through the process, which usually involves pressing a button on the sensor to pair it with the Base Station again.
## When to Contact Support
If you have replaced the battery, checked for interference, and tried re-adding the sensor, but the hardware failure message will not go away, the sensor itself may have developed a fault. At this point, it's time to contact SimpliSafe's customer support. They can perform further diagnostics and will be able to arrange for a replacement component if it is deemed faulty and under warranty.