Camera will not connect to WIFI

The cameras were purchase from SimpliSafe

John - it would be a good idea to remove your personal info from this PUBLIC forum.  Never do this on any forum.

John...I have exactly the same problem. Purchased two cameras. First one installed quickly and correctly and has been working beautifully for weeks. The second camera would not read the QR code. SimpliSafe sent me a replacement camera which also will NOT read the QR code. Have spent hours trying all the suggestions but still will not read the code. RADIO SILENCE from SimpliSafe Customer Service. CRICKETS. Not sure what they want me to do...return one camera that won't read the code....or return both cameras that won't read the code...or return all three cameras and demand a full refund ? They won't respond to my emails or forum posts. I really like the camera that is working. I just don't understand why the additional cameras won't read the QR code?  HELP !!!
Eric

This my problem exactly.  Only difference is I had both cameras up and running but made a mistake and assigned one of the cameras to a non-existent location.  I had to remove the camera and put it in the proper location it will not read the QR code now no matter what I try.  Apparently there is no Customer Service available at SimpliSafe as so many others have found as well.  We are on our own!  If anyone finds a solution please post it.  Thanks

Camera set up help.  Can someone point me to a document or post that explains camera set up step by step....Thanks, Steve

I don't think this is your issue but I thought I'd add this here in case someone else has this issue.  It doesn't look like the camera can connect to a 5ghz wifi network, at least in my experience.  Mine had no issues connecting to my 2.4ghz wifi network though.

@mm4654, you are correct.  2.4 only

@metz333

Thanks for letting us know about your issue! It looks like you were able to get in touch with us already to take care of that issue. Let us know if you have further trouble!

@southwestellis
I did see your other post on this topic. I'm going to forward your info to a Tech Manager and we'll see about sorting out that QR code issue.

Johnny M.
SimpliSafe Home Security

I have  the camera set up but when I view it from my iphone the camera is delayed live, then movement starts and stops and after about a minute the picture freezes. I contacted Customer Service and they said it may be a wifi issue. My laptop, printer and phone are all on the same wifi without any problems. I just went to the camera from my laptop and have the same problem. The camera is less than 50 feet from the AT&T Uverse unit. Ideas??

@rdavidcase

Do you see the same delay when viewing from your online Dashboard at www.simplisafe.com? If so, then there may be a bit of latency from your router or internet connection.

If you only see the lag when viewing on your phone, then the phone itself may be the source of the delay.

Since we are transmitting video to cloud storage, and then it needs to be downloaded on your device, a slight delay is normal. However, you shouldn't be seeing extensive lag.

It may also help to perform a reset of the SimpliCam, which will also force it to refresh the firmare. Here's how:

1. On your SimpliCam, press the top button for 20 seconds, then release.
   
2. Wait for the unit to boot.
   
3. Following the Camera's instructions, open to your SimpliSafe app, and head over to the Cameras section.
   
4. Tap Add New Camera and follow the on-screen instructions as if you were adding a new Camera to your account.

Hopefully this helps! If you still have trouble, give us a call at 1-888-957-4675. We might be able to diagnose and troubleshoot your issue from our end.

Johnny M.
SimpliSafe Home Security

Hidden SSID!!!

Called Simplisafe tech support and they were not helpful at all - just regurgitating the basic instructions on the app / setup card. After trying to reset on the phone a few times, the Simplisafe rep claimed it must be an issue with my ISP and that I should call them....(do you really think any ISP would ever help you on something like this?)

In the end, the issue was that I had my SSID set to hidden. When toggling my SSID to be broadcast via my router settings, my camera connected on the first attempt.

If anyone is reading this from Simplisafe, please make sure tech support is made aware this can resolve the issue and add this to your troubleshooting flowchart. Thanks.

-Dan

Just purchased direct Nov 22, and I am struggling to get these 3 cameras to find my 2.4g signal and engage.  I have a Linksys EA6350 router broadcasting 2.4g and 5g, and the camera keeps saying 2.4 is not found or connecting.  I read thru one of the main blogs on line and still can't figure it out.  Is there a problem with these cameras?  I have no clue how to get the router to broadcast only 2.4 now that they say the cameras only work with 2.4g, and I don't know why I would want it to change that anyway. The one time I called SS, they said I had to call Comcast - well that was entirely not the solution.  Our router and Arris modem are working flawlessly throughout the home, Comcast tech came and tested, no issues. why should this be such a technical minefield?

I have a dual router, but the 2.4 and 5 ghz have different names for the networks.  I don't know how your comcast system is configured, but I would suggest calling comcast support and asking.

If you don't have a dual router setup (as dwhis mentioned above) I used the below solution and set-up my camera to connect to my guest-wifi account.

Problem: My router had the 5 ghz and 2.4 ghz as the same "Wi-Fi Network Name". I imagine this is standard  so each device that connects to the name/password can automatically select the best one for its use.  So, even if I manually put my "Wi-Fi Network Name" and password into the Simplisafe App to search for the network it was not identifying the network. I think the Camera was seeing it as a 5 ghz network and was skipping over it.

Solution process: I went to my routers home site (IP address) and turned on my Wi-fi_guest network which I am able to localize to only the 2.4 ghz. The camera immediately picked up this network when going through the setup procedures on the app.

Hope this helps.

@dw0213

If your router broadcasts the same SSID (network name) on both the 2.4GHz and 5GHz bands, the SimpliCam should still be connecting to the 2.4GHz band. It cannot even see the 5GHz band!

So if there are difficulties after the QR code has been scanned, often the issue is with the password, or the SSID.

@ bradfords4vt

Looking at your account, you might have already figured out the issue with your SimpliCams. Let us know if you need any further assistance.

Johnny M.
SimpliSafe Home Security