‎Camera and keypad connection issues | SimpliSafe Support Home
elliswicks's profile

Tuesday, November 28th, 2023 9:36 PM

Camera and keypad connection issues

Hello, around a week ago I noticed I was not receiving any motion notifications from my outdoor camera.

It is fully charged and WiFi connection says ‘fair’ on the app, but when I try to view the camera it never connects? When I try to re-establish WiFi connection to the camera it fails, but always says ‘Fair’ signal strength? I have not moved either camera or my router.

Also, maybe a related issue - our keypad keeps losing connection to the Base Station despite being 10 feet away, and is unable to check for updates even after I re-establish WiFi connection.

I have restarted my router, and haven’t changed its location/settings recently. All other devices connected over WiFi are functioning OK, even our Ring doorbell which is further away from the router.

Please help!

Community Admin


3K Messages

8 months ago

Hello @elliswicks, 

Regarding your camera, as a first step I would recommend resetting it to its factory settings by pressing and holding its pairing button for 30 seconds. Once you release the button, you will be prompted to set it up again in the SimpliSafe mobile app. 

And with your Keypad, do you see any error messages on it - like Keypad Out of Range? Or are you being prompted to type in your Wi-Fi password on the Keypad again? Removing a battery from the Keypad for a few seconds and then reinserting it can help to restart the Keypad and reestablish its connection to the Base Station.

2 Messages

@emily_s​ Hi thanks for the reply. I performed a ‘hard’ reset on the base station last night (mains power and backup batteries disconnected).

Once I powered back up an update was immediately requested on both base station and keypad, and this seemed to resolve all issues I was having. The camera did need reconnecting to WiFi but has since been performing ok.

i think the base station got itself in a mess, unable to update - a hard reset was able to fix.

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