Two-Way Audio Troubleshooting for Cameras
Two-Way Audio is a great feature to have and use with our cameras, and can help deter potential intruders or bad actors. If you find your Two-Way Audio isn’t working, there are a few steps you can take to troubleshoot it.
Please keep in mind that Two-Way Audio works differently for some cameras when you are viewing a live stream. For the SimpliCam® and Video Doorbell Pro, you will hold down the speaker button when you want to talk and let go of it when you want to listen. For Outdoor Cameras and Smart Alarm Indoor Camera, simply tap the mic icon once to begin talking.
Confirm Mic & Audio Is Enabled
Open the SimpliSafe® Mobile App (opens in new tab) on your phone or tablet
Select My System from the bottom navigation bar
Select the camera you want to manage
Confirm Mic & Audio is toggled on
Select Save
Verify Microphone Permissions
Confirm the SimpliSafe® Mobile App has permission to use your phone's microphone.
Using iOS:
Open your phone's Settings
Scroll down and select SimpliSafe®
Toggle Microphone on
Using Android:
Open your phone's Settings
Select Apps, then find SimpliSafe®
Select Permissions > Microphone
Set microphone access to "Allow only while using the app"
Note: These steps may vary depending on your Android device.
Turn Up Your Device Volume
Confirm your phone or tablet volume is turned up while viewing a live stream or watching a recording.
Clean Your Camera
Dust or debris can block the microphone or speaker, especially on cameras exposed to the elements like the Outdoor Camera and Video Doorbell Series 2. Use a microfiber lens cloth or lens cleaner to clean the lens. For larger debris, gently blow it away or use a soft brush before wiping the camera clean.
Confirm Your Video Doorbell is Receiving Sufficient Power
If you have a Video Doorbell Pro or Video Doorbell Series 2, insufficient voltage at your transformer can mute the speaker during Two-Way Audio.
Video Doorbell Pro requires a transformer rated 8-24VAC, 10-30VA
Video Doorbell Series 2 requires a transformer rated 16-24VAC, 10-30VA
Confirm your transformer meets the requirement for your doorbell. If the speaker seems silent during Two-Way Audio but video and motion detection are working normally, low voltage at your transformer may be the cause.
Test Your Camera's Wi-Fi Connection
The Connection Check tool shows your camera's signal strength and upload speed between your router and camera.
Open the SimpliSafe® Mobile App on your phone or tablet
Select My System from the bottom navigation bar
Select Camera Settings
Select your camera from the list of available cameras
Under Connection, select Connection Check
Select Start Connection Check to view your camera's connection strength
Note: The Video Doorbell Series 2 supports both 2.4 GHz and 5 GHz Wi-Fi. If you're on 5 GHz and experiencing connectivity issues, try switching to the 2.4 GHz network.
What Your Results Mean
A good signal strength or upload speed means you have a strong connection between your camera and Wi-Fi network.
A fair or poor upload speed means you should reduce your camera's video resolution:
Open Camera Settings for your camera
Select Video Quality
Choose a lower resolution
Select Save
If your upload speed is still insufficient, contact your internet service provider (ISP) to ask about upgrading your plan.
A fair or poor signal strength means your camera may be too far from your Wi-Fi router.
Move your camera or router closer together, if possible
If that's not possible, install a Wi-Fi extender to bridge the connectivity gap
Consider moving SimpliSafe® to a dedicated or guest network to reduce congestion. Contact your ISP or consult your router's manual to set one up
Still Need Help?
If you've tried the above troubleshooting steps and your Two-Way Audio still isn't working, don't hesitate to contact our Support team (opens in new tab) for additional assistance.