SimpliSafe's firmware article says Smart Lock updates need to be applied manually to your lock through the app, unlike cameras which update automatically, and points to an Updating Your Smart Lock article and a troubleshooting section for update problems. The Smart Lock Not Responding article lists a firmware update as a step: if you see a notification on the Keypad that the lock has an update available, install it. To update, keep the Base Station online and within range of the lock, use fresh batteries since a weak battery can fail an update, open the app and follow the lock's update prompt.
The checks in more detail
Keep the door closed and do not use the lock during the update. If the update fails, check range, replace the batteries and try again, and if it still fails remove and re-add the lock. Keep the Base Station updated too, since it manages the connection. The lock does not need wifi, but the Base Station does for its own updates. After an update, test lock, unlock and the PIN Pad.
If the lock never offers an update, contact support with the firmware version. SimpliSafe's Device and System Firmware Updates lists changes. Note the lock's firmware version before and after an update. An update that fails once often succeeds after fresh batteries. Update when someone is home with a key. Because lock updates are manual, a lock can quietly stay on an old version for years, so check for updates when you change batteries.
A lock updated by the app needs the Base Station close and steady, so do it sitting near the door rather than from the couch, and leave the lock alone until the app reports that the update finished. Write down the lock firmware number after each update, since SimpliSafe support will ask for it if a problem appears later and finding it then means opening the app menu again. If you have both the lock and the PIN Pad, test the PIN Pad after an update, since the keypad is the first thing a household notices when something changes.
Differential
Likely causes of “SimpliSafe Smart Lock Series 2 firmware update is stuck or failed”, and how to tell them apart
- 1
Weak batteries
What separates it The update fails because the batteries in the lock are too weak to finish it
How to confirm Replace the four AA cells with fresh ones, and then start the update again
- 2
Range
What separates it The update stalls because the lock is too far from the Base Station
How to confirm Move the Base Station closer to the lock during the update, so that the link stays strong
- 3
A pending update
What separates it The Keypad shows a notice because an update is waiting to be installed
How to confirm Install the update in the app, since the lock needs its updates applied by hand
- 4
An old Base Station
What separates it Some lock features are missing because the Base Station has old software
How to confirm Update the Base Station first, because the lock's features rely on the Base Station's version
- 5
An interrupted update
What separates it The lock acts oddly because an update was interrupted partway through
How to confirm Retry the update, and remove and add the lock again if the odd behavior continues
Before you touch a setting
Record this first — changing settings destroys the evidence
- The firmware version shown for the lock in the app
- How far the Base Station is from the lock
- The exact update message shown in the app
Try in this order
0 of 7 completedWatch for the Keypad notice
ReversibleWatch for the notice on the Keypad that says an update is available, since it prompts you to act.
Replace batteries
ReversibleReplace the batteries with fresh AA cells, because a weak battery can make an update fail.
Keep the Base Station close
ReversibleKeep the Base Station close to the lock during the update, so that the radio link stays strong.
Update in the app
ReversibleUpdate the lock in the app by following the prompt, and do not leave the screen until it ends.
Test after
ReversibleTest the lock afterwards, by locking and unlocking with the app and then with the PIN Pad.
Update the Base Station
ReversibleUpdate the Base Station as well, so that the lock and the Base Station run compatible versions.
Contact SimpliSafe
ReversibleContact SimpliSafe if it fails, and tell them the firmware version and what the app says.
Model-specific
What is true of this model and not of its siblings
- Lock
- Updated manually in the app.
- Cameras
- Update automatically.
Stop boundary
When this stops being a self-service repair
- !If updates keep failing, contact SimpliSafe support and give them the firmware version
- !If the lock is unresponsive after an update, follow the not responding steps
- !If it never offers an update, contact support
Evidence ledger
Sources behind this answer
Update paths by firmware version.
Range, interference, battery and update steps.
Lock and PIN Pad batteries.
Unpair, power cycle, factory reset, reinstall.
The company and its products.
Exact questions
Common questions
Do locks update automatically?+
No, locks do not update automatically, and you have to apply the update yourself through the app.
Does the Base Station need wifi?+
Yes, the Base Station needs wifi, because it is what downloads the update for the lock.
Where are notes?+
The release notes are on SimpliSafe's page for device and system firmware updates.
Should I keep a key?+
Yes, keep a key, because a lock that loses power or connection can still be opened with it.