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Thursday, August 6th, 2020 2:10 AM

Camera not scanning QR code

I have seen a few posts on this but no answers still. just got my system and trying to set up the camera. all it keeps saying is "ready to install follow instructions on app" the QR code is showing but the camera wont scan. ive tried restarting, deleting the app, unplugging the camera, everything. and still nothing. ive been on hold for almost 2 hours total for customer service. once they answered and then disconnected me immediately. now im back on hold again.
How do we get the camera to scan the QR code and have it stop saying "youre camera is ready to install:"

Official Solution

Community Admin

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5.3K Messages

2 years ago

Yes, the QR Code is the only way that the Indoor Camera and the Video Doorbell Pro can save the WIFi password to its memory and register with your router. There's a couple of tips that might be able to help:

 

First, you want to make sure that the full QR code is actually visible on your phone. There should be  concentric squares at three of the corners, like this:

Image

Next, when you're scanning the QR code in the app on your phone, you want to have your SimpliSafe camera at about 1.5ft away, then draw them slowly closer together.

On the app, you should also see a slider that can control the brightness of your phone's screen, so you can try lowering or increasing that brightness to account for the lighting in the room that you're in.

 

One last thing that others have tried is to screenshot the QR code on your phone and email it to yourself, so you can open it on a desktop or another larger screen. That might make it easier for the camera to scan.

 

Of course, if none of that works for you, our Support team would be happy to help at 800-548-9508.

This comment was created from this reply

1.3K Messages

4 years ago

Just to be clear, you're trying to have the SS camera scan the QR code showing on the app on your phone, not trying to scan the QR decal on the SS camera with your phone camera, right?

1 Message

4 years ago

Ditto, photogmama2.  I got my system yesterday and spent hours trying to get the camera to read the code on my phone app.  I read enough reviews to know its a waste of time trying to call customer service

43 Messages

4 years ago

I know exactly what you are going through.  I had the same problem where the camera wouldn't scan the QR code showing on my phone.  I spent hours working on this without success.  I finally called SS, and they told me to take a screenshot of the QR code by holding the  power + power down buttons at the same time on my Android phone. That will create a screen capture.  Go into your photos, find the QR code you just took a screen capture of, and enlarge it to fit the screen.  The camera should then scan it.

1 Message

2 years ago

Still no answer on QR code scanning issues with the Simplisafe camera? Looks like it is still an issue. I cannot get my camera setup after trying to scan the QR code on my phone for roughly a half hour. There is no way this is the only way to connect the camera to the system. The fact that they refuse to address it is embarrassing. 

Community Admin

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5.3K Messages

Yes, the QR Code is the only way that the Indoor Camera and the Video Doorbell Pro can save the WIFi password to its memory and register with your router. There's a couple of tips that might be able to help:

 

First, you want to make sure that the full QR code is actually visible on your phone. There should be  concentric squares at three of the corners, like this:

Image

Next, when you're scanning the QR code in the app on your phone, you want to have your SimpliSafe camera at about 1.5ft away, then draw them slowly closer together.

On the app, you should also see a slider that can control the brightness of your phone's screen, so you can try lowering or increasing that brightness to account for the lighting in the room that you're in.

 

One last thing that others have tried is to screenshot the QR code on your phone and email it to yourself, so you can open it on a desktop or another larger screen. That might make it easier for the camera to scan.

 

Of course, if none of that works for you, our Support team would be happy to help at 800-548-9508.

This reply has been converted into a comment

2 Messages

I finally got it with a huge barcode transferred to an iPad !

2 years ago

Here's what I had to do. Do a screen capture of the QR code on your phone. On an Android it's hold power down and volume down at the same time. Open the captured photo using any photo app and send it to a printer. In my case I first sent it to myself in an email so I could open it on my laptop then to the printer. I don't have a way of printing directly from my phone. The printed version came out about twice the size as on the phone and it worked like a charm.

2 Messages

1 year ago

Mine will not scan or I get no where manually entering the S/N:. It continues stating try later. Which I have done, but continually the same “Something went wrong. Please try later.”

What do I do????

Community Admin

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5.3K Messages

@garykroeger50The users in this thread are talking about scanning the QR code generated by the SimpliSafe appas part of the setup process for the Indoor Camera and the Video Doorbell Pro. There is no way to manually enter that info, since what you're doing is teaching the camera how to log into WiFi.

But are you talking about scanning the QR code on the bottom of the Base Station, which is part of activating your alarm system? If so, that would be a very different issue. I would strongly recommend reaching out to our Support team in case this is an issue with your account.

(edited)

2 Messages

1 year ago

I got it with a huge barcode copy to iPad. 

1 Message

1 year ago

Had the same problem, tried everything in this thread. Called SS tech and they did the same walkthrough. After a few tries they said they would send a replacement camera. Took 45 seconds to get them on the phone. 

1 Message

4 months ago

I’ve been unable to use all 4 of my indoor cameras because I ran into this issue suddenly. When I first set up the cameras 2 years ago, the QR code scanned immediately without any issue ir delay at all. After about 6 months, I had issues getting it to scan on all of my cameras. I finally got one or two reconnected but that took me about 2-3 hours of attempts on both of them. Currently, I have been unable to use any of my 4 indoor cameras from simplisafe because I don’t have the time or energy to put 2-3 hours in attempting to scan a QR code and failing to get them to scan the code after wasting an entire day with all 4 cameras. I should have went with a better security system company . Spent a few hundred dollars thru simplisafe and I’m 100% dissatisfied with the entire system. The first 6 months everything worked great. After that, nothing works pretty much . I always had connection issues and video quality issues as well after 6 months of use with their equipment. And the worst part about it is this: I bought the security system and cameras because I was going thru a serious domestic violence situation and I was living alone and my ex kept sneaking on my property to damage my property, amongst other things. I bought this to keep me safe. I had to end up buying 4 different cameras - NOT simplisafe - and fortunately after draining my pockets to feel safe in my own home, my other cameras that I bought that were not simplisafe, finally got video of enough evidence to get my ex arrested and charged w a variety of charges . Simplisafe security system and cameras did nothing for me and my situation. I will not recommend their products or services to anybody. 

Community Admin

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2.6K Messages

@tinyitalian​ I'm very sorry to hear about this, this is not the experience we want you to have. I'd first be curious if your Wi-Fi's network name or password contains a semicolon (;) or backslash (\). The SimpliCam cannot be installed if the network name or password has either of those two characters, so your device wouldn't be able to scan their QR codes. However, if they are removed the QR code will be able to scan. 

Other users have also seen success by taking a screen shot of the QR codes they need scan and printing them out to make it larger. But we also list out additional tips and tricks to scan a QR code over in this Help Center article.

I have also escalated your case to our Specialist team. A Senior Specialist will be in touch soon to help, so keep an ear out for their call.

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