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M
minkey

1 Message

Friday, July 23rd, 2021 4:01 PM

Camera and Eero Router

Hi,

Changed my network over to using Eero routers throughout the house.

My cameras now won't work. Read on Reddit that it's due to 5ghz, so temporarily disabled that on Eero and ran through the camera install again.

Still have the same issue, won't connect and flashing yellow light.

Rang customer support who could only suggest reinstall the app when 5ghz is disabled.

Done that still no joy.

Has anyone been able to connect their Simplisafe camera with an Eero router?

Thanks,

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Updated 

2 months ago

1.5K

5

hondaman88

113 Messages

3 years ago

No experience with Eero, but you could try setting up your old router as an access point or extender with different SSID and see if they connect that way.  Might be some setting in the Eero software.  Try using a wifi analyzer app to verify that the Eero routers aren't broadcasting any 5ghz channels.  Like you, I was just trying to read online about others having similar issues with various devices and some mentioned success making sure they were on the 2.4ghz channel only for both the phone and the camera.
I have a range extender set to only broadcast in 2.4ghz but uses the 5ghz to talk to the router.

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steadijim

5 Messages

2 years ago

I’ve got the same problem here. Did you ever get it resolved?

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Jsmink

2 Messages

1 year ago

Same issue. Outdoor cameras and doorbell had no issues but indoor cameras won't connect. Tried disabling 5g, set to legacy mode, forgot network on my phone. Still won't join network. 

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BTC909

2 Messages

3 months ago

Mine joins just fine with an Eero 6e but all I get is Camera Offline.  I can open / close the shutter, turn the Status Light on / off.  Firmware is v2.2.5.39.  Support says since I have a Gen 2 system no firmware applicable unless I have a Gen 3 system.  Looks like unless the camera supports 5GHz its garbage.

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Jsmink

2 Messages

I ended up having to get my camera replaced and then it worked fine.

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3 months ago

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emily_s

Community Admin

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3.1K Messages

@BTC909​ SimpliSafe devices cannot connect to 5GHz networks, they must be connected to a network that broadcasts at 2.4GHz. Most 5GHz routers are backwards compatible with 2.4GHz; so if you create a guest Wi-Fi network locked at 2.4GHz and connect your SimpliSafe devices to it, that should hopefully resolve the camera's Offline error.

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3 months ago

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studioj

2 Messages

2 months ago

2 out of 3 SimpliSafe indoor cameras have been working for years with the eero system and suddenly they don’t work anymore. SimpliSafe just sent me new cameras and they aren’t working either. ughhh! I think it has to do with competing WiFi channels but neither system allows this to be custom configured. The outdoor cameras and 1 of the indoor cameras continue to work. I’ve tried all the suggestions in this thread including getting replacement cameras from SimpliSafe but no dice. I’d sooner just move back to nest cams than replace the eero’s honestly, the nest cams were always generally more reliable. Anything else to try?

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studioj

2 Messages

ok I just got everything working (for now). Here's what I did:

Turned on the guest network on the eero app. Made sure it didn't have any special characters, capital letters or spaces... same with the password. 

Disabled 5ghz network in the troubleshooting prefs temporarily (it will turn off 5g for 10 minutes). 

let it settle for maybe 30 seconds. Then turned off wifi on my phone and turned it back on. It wouldn't connect to my eero guest network at first (error connecting to ...)... but I chose "forget network" and re-entered the password and it connected. This is probably because of the change from 5g to 2.4. 

Confirmed phone was connected to guest network and signal was good.

Then went through camera setup, and for the first time the camera added properly. 

Did the same with another camera... I didn't have to do the "forget network" thing again, but it did take a couple tries to connect my iPhone to the guest network and get properly connected. 

Hopefully it sticks! Eero would be smart to allow the guest network to lock to 2.4g permanently, and people would have much less issues with these old sensitive wifi devices perhaps. Or better yet Simplisafe needs to update the hardware to work over 5g. 

- Oh also I turned on "client steering" in Eero prefs and turned OFF "Threading"... no idea if these things have an impact but both of these were set differently before. 

(edited)

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2 months ago

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emily_s

Community Admin

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3.1K Messages

@studioj​ I'm happy to hear that your cameras are connected to your network now! If anything changes, please let us know and we can continue to help troubleshoot here in the Community.

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2 months ago

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