‎Camera will not connect to WIFI | SimpliSafe Support Home
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metz333

2 Messages

Thursday, January 11th, 2018 1:07 PM

Camera will not connect to WIFI

Recently purchased two (2) cameras.  One configured within 5 minutes.  The other one will not configure and connect to the WIFI.  I have verified the login and password for the WIFI and have connected using the slower speed on my router.  I have performed a camera reset several time and attempted to connect to WIFI.  The one camera that is connected is working great.  Need someone to contact me about this issue.  Need RMA to return the defective camera and have it replaced.  Not sure if Tech support is watching this posting.

-John
[Personal information removed for privacy]

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Updated 

2 years ago

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metz333

2 Messages

6 years ago

The cameras were purchase from SimpliSafe

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ronsec

182 Messages

6 years ago

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

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southwestellis

1 Message

6 years ago

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

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warren_1

1 Message

6 years ago

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

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luomalandscape

1 Message

6 years ago

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

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mm4654

5 Messages

6 years ago

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.

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captain11

Captain

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5.9K Messages

6 years ago

@mm4654, you are correct.  2.4 only

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katinfoco

35 Messages

2.4 ghz on wifi phone connection or on the modem?  maybe its the same in both places.....?

tried to set up my camera in a different location, would not connect to the wifi .  CS just said it needs 2.4 ghz.  

Wouldn't 2.4 be the default for wifi?

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5 years ago

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mrutko3

1 Message

@captain11​ so simplisafe will simply sit back while households upgrade their internet and can't use the camera? where is the upgraded camera sold to existing customers at a discount for their lack of vision?

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2 years ago

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davey_d

Community Admin

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5.4K Messages

Hi mrutko3,

 

I'm not quite sure what you mean here. 2.4GHz refers to a set of frequencies used by WiFi - the other one being 5GHz. Each one has their own benefits, but virtually all routers these days support both at the same time.

We chose 2.4GHz, even for our latest model Wireless Outdoor Camera, because of the lower power consumption and better range in a home environment.

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2 years ago

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jdgeiger97

1 Message

your reply is of no help!

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2 years ago

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davey_d

Community Admin

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5.4K Messages

@jdgeiger97 were you referring to my response? If so, I'm sorry to hear that. If you let me know a bit more about what you've been having trouble with, I can offer more info.

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2 years ago

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davey_d

Community Admin

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5.4K Messages

6 years ago

@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

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terrycampbell1945

1 Message

I am not able to make the initial connection with the APP for the video camera -- all other components installed fine. 2.4 wifi is the extension for the wifi and the password works but the light will not flash white!!

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5 years ago

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rdavidcase

1 Message

6 years ago

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??

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davey_d

Community Admin

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5.4K Messages

6 years ago

@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

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danpeterson090

1 Message

5 years ago

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

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julius_cesar

1 Message

Hidden SSID & Simplicam :-(

If you have a hidden network,the Simplicam will not connect.  I was on the phone with a very nice customer representative (seemed like over 45 minutes troubleshooting), but we were in a dead end loop. We attempted a few different things including changing the channel my 5G was broadcasting, changing my 5G password, and disabling 5G altogether - in addition to their troubleshooting script (rebooting cam by unplugging, rebooting router, restarting app on phone, etc, etc).  

The very nice representative was convinced it was due to 5G, to no avail.  While she was reviewing with her supervisor, she put me on hold and I performed some troubleshooting myself (I am very technical - IT Analyst for a Fortune 100 company).  The trick was to finally broadcast my hidden 2.4 SSID.  This to me is an issue - hiding my SSID is an added layer of security.  I toggled broadcasting 2.4 to be certain and every time 2.4 broadcasted, the Simplicam would reconnect.

I asked to be transferred to an engineer so we could talk tech>tech.  I was transferred to a technical supervisor, Keisha from Massachusetts (SP?).  While explaining the situation (which was not relayed to her previously) the phones went dead.  (Ugh!).  

Back to my original story -I received a call from a representative  a few minutes later telling me that the phones went dead and I would receive a call back from the technician supervisor I was speaking to within 10 minutes.  I waited 20 minutes and no call.  So I have now called back and have explained everything, all over again but this time it was Morgan in Bosie.  She tried getting a technical supervisor/manager for me to talk t but stated they were all in meetings (at 9pm EST).  Odd...?  She did promise me I would receive a call from someone the next day.

5 minutes after hanging up with Morgan from Bosie, I did receive  call from the original person - Keisha.  She finally told me it is a known issue. and to open up Port 8890 (TCP) on my router.  Really?  Why does the base connect to a hidden SSID just fine?  Not to mention, my August door bell cam does as well.  I asked to please talk to someone in Engineering and she said she would try to have them call me back.  Lets see if they do... ( I doubt it)

Simplicam = Inferior product.

Simplisafe : Please provide firmware upgrade for the Simplicam.

On a positive note - they threw almost half a year of free interactive monitoring at me for my frustrations.  

Hopefully C.O.P.S monitoring has their stuff together. :-(

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5 years ago

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bradfords4vt

1 Message

5 years ago

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?

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dwhis

24 Messages

5 years ago

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.

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dw0213

1 Message

5 years ago

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.

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davey_d

Community Admin

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5.4K Messages

5 years ago

@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

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