SimpliSafe's Smart Lock Not Responding article covers an offline lock. If the Base Station announces Smart Lock Not Responding when you lock or unlock and the app shows an Offline error, the lock probably has dead batteries: replace the four AA cells, and if it does not return, remove it from the app and add it again. If no Offline message appears, check communication between the lock and the Base Station, which depends on range and interference.
The checks in more detail
Steel doors, dense walls and chimneys block the signal physically, and wireless weather stations, remote garage door openers and some baby monitors compete with it, so switch such devices off temporarily and see whether the error clears. Plug the Base Station in as close to the lock as you can to test; if the error goes away the range or interference is the cause and the Base Station should move closer permanently. If the Keypad shows a firmware update for the lock, install it. If you get this error trying to unlock, the door's keys still work manually. If the lock still does not respond, contact SimpliSafe support.
The lock uses SimpliSafe's own radio link, not wifi, so a wifi change does not explain it. Note whether the lock drops only when a certain device runs, since a garage door opener or baby monitor is a classic cause. A lock behind a steel storm door may need the Base Station moved to the same side of it. Contact support with the serial number and error text ready. Steel doors are the single most common physical cause SimpliSafe names, so if your door is steel, the Base Station's position relative to it matters more than any battery.
Because the lock talks to the Base Station over SimpliSafe's radio link, a lock that is fine with the door open but offline with the door shut usually has the door itself absorbing the signal, and moving the Base Station to the door's side of the house often cures it at once. Keep the door keys where the whole household can reach them, since the whole point of diagnosing an offline lock is that you never depend on it to get in.
Differential
Likely causes of “SimpliSafe Smart Lock Series 2 is offline or unavailable”, and how to tell them apart
- 1
Dead batteries
What separates it The app shows an Offline error because the batteries in the lock are dead
How to confirm Replace all four AA cells in the lock with fresh alkaline batteries, then check the app again
- 2
Range
What separates it The Base Station announces Smart Lock Not Responding because the lock is out of range
How to confirm Move the Base Station closer to the lock, or move it to a more central place
- 3
Steel doors or dense walls
What separates it The link is weak because a steel door or dense walls block the radio signal
How to confirm Reposition the Base Station so that the signal does not have to pass through the steel or thick wall
- 4
Wireless interference
What separates it The lock goes on and off because wireless interference disturbs its radio link
How to confirm Switch off nearby wireless devices one at a time to test, and move any that turn out to be the cause
- 5
An old lock firmware
What separates it The lock behaves oddly because it is running old firmware
How to confirm Update the lock in the app when an update is offered, as it does not update by itself
Before you touch a setting
Record this first — changing settings destroys the evidence
- The exact message that the Base Station or app gives
- Whether the app shows the lock as Offline
- Which wireless devices are near the lock
Try in this order
0 of 7 completedCheck the app for Offline
ReversibleCheck the app for an Offline message, since it points to the battery or the range as the cause.
Replace the batteries
ReversibleReplace the four AA batteries with fresh ones of a named brand, then check the lock returns.
Move the Base Station closer
ReversibleMove the Base Station closer to the lock to test the range, and find a place where it stays online.
Switch off nearby wireless devices
ReversibleSwitch off nearby wireless devices to test for interference, then move any that cause the trouble.
Update the lock
ReversibleUpdate the lock if the app offers an update, because old firmware can cause odd behavior.
Remove and re-add if needed
ReversibleRemove the lock and add it again in the app if it will not return, which builds a fresh link.
Contact SimpliSafe
ReversibleContact SimpliSafe if the lock stays unresponsive, and tell them the message and what you tried.
Model-specific
What is true of this model and not of its siblings
- Series 2
- Uses four AA cells and a PIN Pad.
- Original
- Has similar batteries and steps.
Stop boundary
When this stops being a self-service repair
- !If the lock stays unresponsive after these steps, contact SimpliSafe support
- !If a key is needed, use the door key
- !If interference is found, move the source of it away from the lock and the Base Station
Evidence ledger
Sources behind this answer
Range, interference, battery and update steps.
Lock and PIN Pad batteries.
Unpair, power cycle, factory reset, reinstall.
Battery types and lives for every device.
The company and its products.
Exact questions
Common questions
Do keys still work?+
Yes, the mechanical keys still work, so you can lock and unlock the door even while the lock is offline.
Does the lock use wifi?+
No, the lock does not use wifi, and it talks to the Base Station over a local radio link.
What blocks the signal?+
Steel doors and dense walls block the signal, so the lock may lose contact with the Base Station.
What batteries does it use?+
It uses four AA alkaline batteries, which SimpliSafe says last eight to twelve months.
How do I test range?+
Move the Base Station close to the lock, and see if it comes back online, to test the range.
Should I update the lock?+
Yes, update the lock when the app offers an update, because it does not update automatically.
Can I remove it and add it back?+
Yes, you can remove it in the app and add it back, which is what to try if it will not return.
What batteries does the Smart Lock use?+
The Smart Lock uses four AA alkaline cells, which sit in the compartment on the inside of the lock.
What does the PIN Pad use?+
The PIN Pad uses two CR2450 lithium cells, which are fitted after you open the pad with a pinhole tool.
How long do lock batteries last?+
Lock batteries last eight to twelve months in normal use, depending on how often the door is used.
Can I use a key if the lock fails?+
Yes, the door keys still work if the lock fails, so keep a key somewhere you can get to it.
What does Smart Lock Not Responding mean?+
Smart Lock Not Responding means the lock cannot communicate with the Base Station, so check batteries and range.