‎Cameras *Constantly* Disconnecting | SimpliSafe Support Home
 
jmf726's profile

Sunday, May 28th, 2023 7:44 PM

Cameras *Constantly* Disconnecting

My cameras are extremely unreliable and disconnect constantly for the last 3 years, usually when I need them most. I've tried everything I can think of, I've posted my complaints to Reddit (and will continue to do so), and searched online and in these help pages for troubleshooting tips, followed all suggestions, nothing has worked. I've spoken to customer support about this several times, and it's clear I know far more about the system than they do, they are zero help. It has become very clear that this is 100% a design defect in the SS cameras, full stop.

  • I'm an engineer, and extremely technical (I'm also a lawyer, but let's hope that's not needed).
  • Customer for 3 years.
  • Premium Plan.
  • 61 total SimpliSafe devices and sensors.
  • 1 doorbell camera, 5 indoor cameras (black 1080p version), 3 outdoor cameras (black 1080p version with outdoor kits), all cameras set to 720p.
  • Connection test for cameras shows good connection to WiFi.
  • Google mesh router with 5 endpoints, WPA2 security, mesh test is good.
  • Cameras are connected to a 2.4Ghz only guest network with unique SSID.
  • All cameras are within 20 feet of an endpoint, most have direct line of sight.
  • I've tried removing, re-adding, resetting the cameras many times, no effect.
  • My home is standard wood frame residential construction, no metal reinforcement in the walls.
  • No other devices, including other types of cameras, have ever had an issue connecting to the WiFi.
  • All devices have the latest firmware installed.

I've got a lot invested in this system, and if it's not reliable, it's worthless to me. I need a solution now. This is mostly all I see, every day:

Official Solution

Community Admin

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5.2K Messages

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50 Points

9 months ago

Hi @jmf726 

Thanks for checking in. Our Support team is trained for the most common connectivity troubleshooting, but from your description, there's something a little different going on that's causing your cameras to be unstable. I've requested an escalation, and a specialist will be reaching out to get to the bottom of it!

12 Messages

@davey_d​ It's not only the cameras. The three door locks lose connection regularly, but less often. Someone suggested that I have TOO MUCH WIFI. Sounds like a SS product defect to me.

12 Messages

@davey_d​ I disabled and moved some Google access points to reduce/spread out the WiFi, and it made it much worse.

Community Admin

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5.2K Messages

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50 Points

@jmf726​ the Smart Locks don't use WiFi - they link with the Base Station using local RF. So that seems to be a totally separate issue. I would hazard a guess that the agent you spoke with was maybe talking about too much interference, which is certainly a possibility.

But when the Specialist is able to reach out, they can help with more advanced troubleshooting.

12 Messages

Yeah, I'll just be sitting here holding my breath that someone will reach out to me. It took me 3 phone calls, spoke to 8 different people, cost me 2.5 hours - just to TRY to get a mount for my camera. I even used pictures. They sent me the wrong mount, then a power adapter, still waiting for the right mount. Switching customer service to a poorly trained team in India was a brilliant move.

12 Messages

Regarding interference, nothing else I have on my network has ever, not once, lost a connection to WiFi.

Captain

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5.7K Messages

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110 Points

9 months ago

@jmf726 I am not a lawyer (although when I was working spoke with a lot of them to negotiate sales contracts for medical equipment), not an engineer but would consider myself tech enough to work through most things. "Only" 51 items on my SS3 system, including doorbell pro, two outside cameras, 1 Simplicam and two Life Guard cameras.  All work fine most of the time (>95%) and are reliable. So....your cameras drop, mine don't (and since I have placed over 35 other systems and most have cameras and if they ever have issues, I hear from them...) what is the difference between your setup and mine? Don't know, but willing to invest the time to find out.  

If you are interested, swing over to the chat area of the community and let me know you're in and we can take it from there.   Being a customer 10+ years, overall and most of the time I am a happy camper with SS.  Will do whatever I can to get you there.

Have a happy and safe Memorial Day holiday.

(edited)

12 Messages

@captain11​ I think the difference is that SS cameras do not work with mesh networks, and SS needs to admit that.

Captain

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5.7K Messages

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110 Points

@jmf726​ I will have to politely disagree. I know at least six customers, add me for seven, that have mesh and cameras work fine. I have Google WIFI with two outdoor cameras, doorbell pro, 1 simplicam and two LG cameras. Do I run into dropped connections? Occasionally but nothing even near the extent that some have reported.

(edited)

12 Messages

9 months ago

So far SS hasn't offered any solutions, or reached out in any way, to solve my problem.

12 Messages

9 months ago

SS customer service is so aggravating, I sometimes look around for a hidden camera to see if I'm being pranked.

5 months ago

Any solution for this? My indoor cameras are unreliable and always disconnects too. Im an IT professional and I know that my cameras are close to my mesh and always have wifi signal so SS cant give my this BS "maybe your cameras are away from Wifi" etc. My mom's cheaper brands are more reliable and did not disconnect once while connected to wifi. Seems like theres a flaw with the SS cameras, too weak in gathering signals.

(edited)

Community Admin

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2.3K Messages

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10 Points

@kenjon_martinez​ You can run into a "Camera Disconnected" error for a few reasons, like if the Base Station needs to be reconnected to Wi-Fi or if your Wi-Fi network/password recently changed.

First, I would reconfirm the Wi-Fi credentials for your Base Station to ensure that it's connected to the same network as your cameras. You can check this in the SimpliSafe mobile app by navigating to the three-bar menu icon on the top left corner > My System > General Settings > WiFi Network. 

I would also recommend using our in-app Connection Check tool to test your network's connectivity. This article in our Help Center lists out the steps to run a Connection Check and provides additional troubleshooting steps depending on your results.

3 Messages

I have also run into an issue where checking for updates on the keypad will make it lose the password to the WiFi, which sounds like a firmware bug. So maybe the issue does lie not in the camera's connections but the main unit getting disconnected due to a firmware bug.

3 Messages

3 months ago

I would like to add to this. I do NOT have a mesh network and I use to work in IT also. I consider myself advanced level in terms of tech handiness. That said, I have had issues with the wireless outdoor cameras since I bought them around 2 years ago. They have had the most frustrating level of unreliability I have seen from a product before--but printers might be the only one to even come close. That said, I tried for months troubleshooting and diagnosing, and updating settings on my router. I have tried everything I can think of unless there is a distinct issue not with mesh specifically but more advance 802.11 AX routers. Earlier this year I could not even get the cameras to go online. When I first set them up it was easy (about 2 years ago) and then something happened where they went offline and never came back up. I removed them and they refused to complete the setup. So, I let them sit for a few months, and something happened after trying the troubleshooting again. I got them back and connected. Fast forward to now, and they are staying online about 25% of the time. Motion detection works without issue, but don't even try to view the clip of the motion. It only gets the clip about 1 out of 10 times. And FORGET about doing the live view. I can spend 15 minutes rotating between the cameras before one of them comes online for live view. And if I switch back to another camera? There is not a guarantee that I will get the one that was live back on. Interference should not be an issue either from what I can tell. The cameras are within 50 feet of the router, and have no problems. But what is strange is that the indoor camera has started acting up now. It goes offline frequently, and I have to remove the camera and start over again many times. And even stranger now is that the keypad will show that it has lost the WiFi connection somehow. Nothing has changed and nothing else in the house full of devices has this issue. It is a SimpliSafe issue only. Really I just want the cameras fixed since I paid for them, but the other quirks of the system that was otherwise flawless for the first 6-12 months and I was recommending to everyone has just added to the frustration. We have a second location that has the SimpliSafe setup (no outdoor cameras) and that one NEVER has issues and has been online for over a year. It has more interference due to location and even weaker and older WiFi, yet does not have this issue. So, again, it might not be mesh, because that is not my issue though my ASUS router has the ability to become a mesh, it is configured now to be a standalone. It might be newer protocols.

~Sincerely, a BIG (former) SimpliSafe fan

1 Message

3 months ago

Unfortunately, for the past almost year and a half I’ve also had the same issues consistently with all cameras, and have noticed recently that my keypads are no longer running at 100% as they used to (they lag a lot which causes my alarm to go off) and have also had several smoke detector false alarms, sometimes at 3am.

I just this morning needed my front door camera to work, as someone came banging on my front door and I couldn’t safely see who it was, and the motion detection didn’t even alert me someone was there. I love the piece of mind SS offers, but it’s shattered useless when these issues repeatedly happen with no patch or logical solution. 

these issues need a software patch, there’s no way all of these problems many customers are constantly experiencing are user error or circumstantial. 

This comment has been converted into a post

1 Message

18 days ago

I am having same issues with cameras- the tiny on and notify with no motion and won’t turn off until battery dies. Then doorbell and outdoor cameras have the flashing blue light, but no notification.

the solution I’ve leaned a is to remove and reinstall, but what a pain! Especially if I’m not home! The system is dead in the water until I physically can remove and reinstall.

talked to support who acts like I’m the only one who ever had this problem. Wish I hadn’t gone with SS, exploring options.

oh, also told not to let batteries get below 50%

2 Messages

I wish I had read this before leaving Cove. 

2 Messages

14 days ago

Good day, well it would seem this problem is a reoccurring problem. I just installed SS a week and a half ago and have already run into the outdoor camera disconnection issue as well as a motion sensors losing connecting EVERY night between 10 and 4 am. Now I am a software engineer with system much more complex than SS (trust me) and consider myself a beyond novice level installer of these systems and it make no sense that this is a daily issue. The outsources customer service staff is rude and irritable at best. After a 30 min call of me TECHNICALLY explaining the system I have spec by spec and eash specs capability I was told I'd get a free wifi extender to extend my signal. Now I live in a condo with a wifi coverage rectangle 24 feet up, 8 feet down, and 22 feet in width my furthest camera is 17 feet from the base station in straight line distance. There is no reason it requires a wifi extender  but that was the scripted fix from customer service. 

Less than 2 weeks after spending over $1000 on a small home security system I am much less secure than I was with my previous system. Awesome 👌 

(edited)

Community Admin

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2.3K Messages

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10 Points

@BillyOcean​ I'm sorry to hear about all this trouble. Have you tried using our in-app Connection Check tool? This will scan the connection between your Outdoor Camera and Wi-Fi network and provide troubleshooting steps based off the results to strengthen their connection.

This guide in our Help Center will take you through the steps of running a connection check and provides additional insights into what the results mean.

What specific error message are you seeing regarding the Motion Sensor? If the Motion Sensor is offline, that means that the battery within it isn't seated properly or needs to be replaced. If it's a Not Responding error message, it could either mean that the sensor's battery needs to be replaced, or there's a weak connection between the sensor and Base Station. This Help Center article will help troubleshoot the Motion Sensor if it isn't responding.

And if you'd like, I can get you in touch with our Specialist team for some further troubleshooting.

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