Camera not recognizing WiFi password

Unfortunately that’s not the case. It’s just numbers. 

@medicsawyer​ Understood! Another question, does your network's SSID or password exceed 31 characters? Our devices cannot connect to networks if the SSID or password are longer than 31 characters, so if either was recently changed and made longer that could be the reason why the Video Doorbell isn't accepting your password. 

If that is not the case, I can then get you connected with our team of Specialists for some deeper troubleshooting.

Exact same problem here

@datainmotion​ Has your Wi-Fi network's SSID and/or password changed recently? SimpliSafe devices require the SSID and password to be 31 characters or less. If they're any longer and you try to connect a device to your network, you can receive a notification that the Wi-Fi password is incorrect. 

Hi Emily. My PW is well under 31 characters. I did change the PW during the struggle to get it to connect, just to see if that made any difference. It didn’t. I put the PW back to what it was. Still nothing. My doorbell sits useless. 

@medicsawyer​ You should only be seeing that erroneous "Incorrect Password" error if the SSID and/or password is 31 characters or longer, or if the password has a backslash or semicolon in it.

What happens if you create a secondary Wi-Fi network on your router with a completely different password? Does that allow you to finish setting up your Video Doorbell?

I am having the same situation with an interior camera. Everything’s been restarted, password is pretty simple and short, keeps saying I have the wrong password. This one camera is the only part of the system with an issue. I was able to get it to connect to the Wi-Fi extender (which uses the exact same password) rather than the main wifi but the signal because of locations is weak and not how it should be for this. Is there a better fix for this issue coming? This camera previously worked fine on this same main Wi-Fi  with the same password and just stopped. 

@MaggieDavis​ What indoor camera are you experiencing this with? The SimpliCam (which is black), or the Smart Alarm (which is white?) This is something I might need to bring to our engineering team. And what happens if you create a secondary Wi-Fi network with a completely different SSID and password? Does the camera connect then?

@emily_s​ Sorry, I just saw this reply. It’s the black one. It also only worked briefly on the wifi extender and now gives the same password error when trying to connect to anything. I did try trouble shooting with customer service chat but we hit midnight and it disconnected before we were able to get to a resolution although I think we had already tried everything that could be tried, and haven’t had time to try talking to them since. 

@MaggieDavis​ One last question, when working with our Support team, did they recommend resetting your SimpliCam? You can reset the camera by following the steps in this Help Center article. But if that does not help, please let me know and I can forward this to our engineering team for further investigation.

Yes I did that and it did not work. Thank you

@MaggieDavis​ thanks for updating. I do have a couple more questions as well.

When you said that it "keeps saying that you have the wrong password", do you mean the SimpliSafe app? That error might also pop up even if you did have the correct password, but if your WiFi router rejected the connection for some reason.

Did you happen to upgrade your WiFi router recently, or make changes to any of the settings? There's something about the router itself that is preventing the connection, which is why the extender is doing better.

That's why we recommend creating a secondary or guest WiFi network on your router, to maybe bypass any incompatibilities. I'd also suggest setting the security to WPA2 or WPA3 Mixed Mode, and locking to 2.4GHz if possible. Please consult your WiFi router's manufacturer on how to do that, because it differs between models.

But if you've already tried the above, the next step may be a replacement camera (in case there's a hardware issue that's the cause). Our Support team can help with that; you can tell them you've already done the troubleshooting here as well.

@murph67​ What happens if you completely reset the SimpliCam? Does that help it re-connect to your Wi-Fi network? You can find the steps to reset the SimpliCam in this article in our Help Center.

Resetting the camera solved the problem. Thanks!

@jwenzinger​ And just to confirm, nothing had changed with your Wi-Fi network recently? It's SSID, password, or settings haven't changed? SimpliSafe devices cannot connect to networks with an SSID or password that are longer than 31 characters, or that are set to WPA3. 

But if nothing has changed with your network, then we may need to replace that camera completely. In that case, please reach out to our Support team and they can assist you further. 

Nothing had changed. I verified all the parameters you describe above are correct.  Other branded cameras reconnected immediately.  Only SimpliSafe failed.

@arpadilla1324​ Since your other cameras are connected to your network, we can of course rule out your network's settings.

If you haven't already, I would recommend resetting the SimpliCam by pressing and holding the button on the top of the camera for 20 seconds. Once the button is released, it should begin to flash white - prompting you to set it up in the SimpliSafe mobile app again. 

It can also help to reset your router by unplugging it for 30-60 seconds and then plug it back in.

Follow up:  After an update to the app, the camera finally recognized my password.  Not sure why that worked...