SimpliSafe Offline? How to Fix Connection Issues

What to Do When Your SimpliSafe System is Offline

Seeing an 'Offline' notification from your SimpliSafe system can be worrying, as it means your system is not fully connected and may not be able to alert the monitoring centre. This guide will help you diagnose and fix the root cause of the connection issue.

1. Understanding the 'Offline' Status

Your SimpliSafe Base Station connects to the monitoring service primarily through your home's Wi-Fi network. It also contains a built-in cellular chip (if you have a monitoring plan) that acts as a backup. The 'Offline' message appears when the Base Station can't connect via either of these methods.

2. Troubleshooting Wi-Fi Connection Issues

The most common reason for going offline is a problem with your Wi-Fi.

• Check Your Internet: Is your home internet service working? Try loading a webpage on a computer or phone connected to the same Wi-Fi network. If not, the problem is with your router or internet provider.
• Restart Your Router and Base Station: This is a simple but very effective step.
  1. Unplug your Wi-Fi router from power.
  2. Unplug the SimpliSafe Base Station from power.
  3. Wait for 60 seconds.
  4. Plug the router back in and wait for it to fully restart (all its lights should be stable).
  5. Plug the Base Station back in. It will announce that it's starting up and will try to reconnect.
• Check the Distance: Is your Base Station too far from your Wi-Fi router? Physical obstructions like thick walls can also weaken the signal. Try moving the Base Station closer to the router, at least temporarily, to see if the connection stabilises.

3. What if the Cellular Backup Fails?

If your Wi-Fi is down, the cellular connection should take over. If it doesn't, consider the following:

• Check Your Subscription: Cellular backup is only available with interactive monitoring plans. Ensure your subscription is active.
• Cellular Signal Strength: Just like a mobile phone, the Base Station needs a decent cellular signal. If you live in an area with poor mobile reception, the backup may be unreliable. Try moving the Base Station near a window or to a higher floor to get a better signal.
• Refresh the Connection: You can request a connection refresh from your SimpliSafe account online or by calling customer support.

4. Understanding Base Station Light Indicators

The light on your Base Station provides important status information.

• Solid Blue: Armed and everything is okay.
• Blinking White Light: The system is updating its firmware. Do not unplug it.
• Solid Red Light: This indicates a serious issue. It could mean no link to the dispatcher, a power failure, or another hardware error. Power cycling the Base Station is the first step.
• No Light: The Base Station has no power. Check the power adapter, the outlet, and the internal backup batteries.

If you have tried all these steps and your system remains offline, it's best to contact SimpliSafe's customer support for more detailed, technical assistance.