‎Cameras going Offline | SimpliSafe Support Home
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apollo77

7 Messages

Thursday, June 7th, 2018 7:16 PM

Cameras going Offline

I've successfully installed 3 cameras to my account, and everything seems to be fine.
I can see live video, and the motion detectors kick in and record properly.

However when I go to the camera settings for 2 of the 3 cameras, the top of the screen says that the camera is "offline".
I see a steady blue light from them, and I can still access them OK.
I tried removing and re-adding one of the cameras, but it still says offline.

I'm wondering what the "offline" status means and how it may affect recording upon a triggered alarm.
I called Simplisafe, and they said that the cameras are likely downloading an update, however it's been over 24 hours and they still show offline.

Does anyone have any thoughts on this and how to ensure that all my cameras stay online?

Thank you!

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Updated 

27 days ago

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captain11

Captain

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6.1K Messages

6 years ago

@apollo77, I have three cameras too, and they work fine.  Now here is the question: when you called SS support, did they ask you what your download and upload speed was on your WIFI network? If not, call back and ask for a supervisor, or a callback from one of the Tech managers. The speed, especially the upload, makes a difference.

Also, make sure your cameras is not too close to your router or other electronics. My office camera sometimes ends up too close after cleaning and I have to move it back out.  Please post your outcome here if you get a chance. Thanks !

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apollo77

7 Messages

Thank you Captain11.

No, the original support representative didn't ask about my wifi network at all.  I actually have a very fast wifi, and don't have any issues with bandwidth, but he didn't ask.  He just said that it's the cameras downloading updates and it's not an issue.  When I asked why two out of three cameras, he said it's just an "internal" thing.

So needless to say, that wasn't a good experience.  As of this AM, the two cameras are still showing "offline", but everything seems to work OK.
I just worry that they won't activate upon alarm trigger.

I might try calling Simplisafe again today.

Thank you again!

6 years ago

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undeleted

1.2K Messages

6 years ago

goto www.speedtest.net and post your results here.  You may have fast download, but your upload might suck.

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apollo77

7 Messages

From Speedtest on wifi, I have 71.6 Mbps download and 79.5 Mbps upload.

6 years ago

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undeleted

1.2K Messages

6 years ago

Well thats not the problem then.

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captain11

Captain

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6.1K Messages

6 years ago

@apollo7, LOL. Now that is fast. Beats mine hands down, up and down, yet all my 3 cams work perfectly.  Suggest you call SS support again and specifically ask for a tech manager to troubleshoot.

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apollo77

7 Messages

6 years ago

I called Simplisafe again and spoke to a very helpful representative.

We tested each camera in Practice mode via arming the system in Away mode and triggering it.
Everything worked great, as expected.

She explained that the system may occasionally show a camera offline in the app if it is, or was downloading an update.

So despite the glitchiness in the app or cameras, everything is working as expected.

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captain11

Captain

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6.1K Messages

6 years ago

@apollo77, glad you got it sorted out. Have a good weekend.

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apollo77

7 Messages

And you as well.
Thank you @Captain11 for your great help as always.

6 years ago

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mikewyrostek

3 Messages

5 years ago

If anyone is interested, this is my  update:
I was having trouble with my doorbell cam .  The battery wasn't charging and I kept losing connections.  I also had a third problem that I didn't realize, the button on the phone stuck.  Simplisafe insisted it was an internet problem.

Long story short.  I threw away the simplisafe doorbell and bought a nest doorbell.  Much more expensive, much higher quality, works like a dream.  It did require installing some sort of "converter/resistor/capacitor thing that simplisafe also offers, just doesn't tell you about unless you ask.

My takeaway is simplisafe stuff is basically a cheap knock off.  The people seem nice enough but like so often is the case, you get what you paid for.

5

tek

76 Messages

I love how everybody on here is being told it is the Internet and not their cameras. I just hooked up all my Foscam cameras and they work perfectly.  I had Comcast at my house on a pole and replaced routers. Turns out it is the SimpliCam!

I want my $500 back for all my cameras that are now collecting dust since they went connect.

5 years ago

jmvogan1

1 Message

My new wireless outdoor SimpliSafe camera has almost constantly shown offline on the app.  After reinstalling and while showing temporarily online, a test on the strength and bandwidth showed well above the required by SimpliSafe. So no internet issue.  No Wi-Fi issue.  And a temporary only connection available, the camera goes offline and stays offline.  Useless. And if it’s just the app showing it offline but still working, still useless. Notifications and late starting of motion are delayed well past when an individual walks on the porch and leaves. Useless. Shame on me.  It’s the same issues I had with the inside camera. 3 replacements by SimpliSafe and it kind of works.   

3 years ago

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clifwestbrook

1 Message

My camera went "offline" in the wee hours of the night, making the  base station chime incessantly and wake me up and I'm now  P.'d off. I logged on through the app and ths camera WORKS! I see video, and I am in the house while doing this so I know the video is correct. If the stupid camera can show video over the web, HOW IS IT "OFF LINE"??????  I'M TOO SLEEPY JUST FIX IT NOW

1 year ago

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emily_s

Community Admin

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3.4K Messages

@clifwestbrook​ Cameras will show an offline message when they cannot communicate to your Wi-Fi router. It might have been that last night, the camera lost its connection and then regained it.

When you were able to look at the camera's video last night, did it still show an "Offline" error message? If it did, I would try removing the camera from your system and then adding it back in using the SimpliSafe mobile app. 

1 year ago

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rpttrsn

2 Messages

My outdoor camera shows "offline" in the app. If I turn on motion detection, it shows a good connection. When I go back to the app, the camera then shows "offline" and disabling the motion detection shows a great connection, no longer "offline". This has been a constant for a month or two now. Every time I check the camera in the app it shows offline, when I do anything to it, it goes to having a great connection, no problem.

I can initiate live view while supposedly offline. I have tried deleting this camera, and it reconnects but immediately goes back to being offline the next time I check it. I just ran a connection test and the signal strength and upload speeds are good, now the camera is not offline. So, this camera's resting state seems to be offline, but if I pay any attention to it, it comes back online?

By the way, I have tried changing out the battery, both fully charged, no change.

Do I trust it to alert when there is movement?

4 months ago

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davehannas

1 Message

27 days ago

I have the same issue with my outdoor camera. It's resting status seems to default to offline. I can wake it up in the app and view live video no problem. It also detects motion, flashes a blue light, and records video. The only problem is an announcement that the camera is not responding when I alarm the system. 

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rpttrsn

2 Messages

update:

I never solved this problem, it seems to have fixed itself.

About two months ago, after multiple deleting of the camera, restarts, new batteries, etc. I noticed that it seemed to stay on "good", and never saw another offline. This doesn't help you, but at this point mine has returned to normal behaviour.

27 days ago

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davey_d

Community Admin

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5.7K Messages

@davehannas​ the Outdoor Camera has two different connections - one to your WiFi, which is how it transmits video, and the other is the local RF signal to the Base Station.

So that would be why some functions, like recordings and livestreams, are still working fine, because they use the WiFi. The "camera status" comes from the connection to the Base Station. For best performance, you might want to troubleshoot that Base Station connection, which can be affected by environmental factors like dense walls or heavy appliances that are directly in the way. Moving the Base Station to a spot closer to the camera having trouble might help.

27 days ago

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