‎Camera's won't connect to 2.4 GHZ wifi | SimpliSafe Support Home
 
foleyr21's profile

Thursday, December 21st, 2023 5:38 PM

Camera's won't connect to 2.4 GHZ wifi

Both indoor and outdoor camera's presently need 2.4 GHZ WIFI, but no amount of tech support could help us connect them.  We split the WIFI, which has both 5GHZ and 2.4 GHZ and still did not work.  All other sensors are working, including the Base which is on the 2.4GHZ WIFI connection.  I still want cameras installed, and have minimal walls to interfere with signal strength, could 5GHZ cameras be offered?   Note: When we had Tech support helping, we brought both within 10 feet of the WIFI and system Base, and that didn't work either.

Community Admin

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3.4K Messages

10 months ago

@foleyr21 All of our cameras can only connect to 2.4GHz networks, a 5GHz model unfortunately isn't available. 

Aside from having a network that broadcasts at 2.4GHz, our devices require a Wi-Fi network's SSID and password to be 31 characters or shorter, and the network must be configured to WPA2 or WPA2/3 mixed mode. I would recommend checking your network's settings to make sure they align with these requirements. 

1 Message

Okay 

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8 months ago

I have the same problem and check all your compatibility boxes.

Community Admin

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3.4K Messages

@davewieseler​ What camera(s) are you experiencing this issue with? If it's an Outdoor Camera, could it be that there's any thicker materials in the way between the camera and Wi-Fi router that drowns out the Wi-Fi signal?

Also, if your router broadcasts two different bands—one at 2.4GHz and another at 5GHz—and your phone is connected to the 5GHz band, that could be preventing the camera from connecting to Wi-Fi. In that case, try connecting your phone to the 2.4GHz network and try reinstalling the camera again.

But if your phone is already connected to a 2.4GHz network, I would recommend reaching out to our Support team for further, real time assistance. 

729 Messages

8 months ago

Does your router have a guest mode? Enable it and set up a 2.4GHz only network and try to connect your devices to that. (This is more likely to work if you have a mesh router that broadcasts one SSID for both the 2.4GHz and 5GHz networks but it still may work. Guest modes are optimized for ease of access, not security, and you may find this just works.

Can you give us more details about what isn't working, exactly, and at what point in the process it fails? Are you struggling with the camera not being able to read the 3d barcode on your device? Or does it go all the way through the process w/o error but just doesn't work? Or something else?

(Also as an FYI, the sensors use RF, not WiFi. The only devices that use WiFi are your base station and the cameras.)

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The Base station worked fine using the 2.4Ghz.  Neither camera would connect using the same 2.4Ghz settings.  As I said originally, I spent a significant amount of time with the support staff, but none of the attempts worked. 

I can add, there was a brief moment where one of the cameras appeared to try and connect and both myself and the SimplySafe staff got a blank black screen, but no image would come through. Not much I can do now since I returned both cameras. 

3 Messages

6 months ago

Sumplisafe is ignoring all these connection issues with their outdoor cameras! It should be an easy fix!

3 Messages

6 months ago

I would guess this problem needs to be addressed they a firmware update. No amount of fiddling with the outdoor cameras is resolving this connection issue! Help your customers simplisafe these cameras aren’t cheap!

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3 months ago

I am having the same issue! They said only connects if wifi is 2.4GHz. Well my wifi is that. They said well this is a wifi problem. I am FURIOUS! These cameras are over $500 combined and DO NOT WORK! and their reason is my wifi. That is actual bullshit. Somehow all the other cameras connected and other devices. SimpliSafe needs to fix this or give me my money back for the camera and the security i pay for that isn't being used bc i cannot set things up!!!

Community Admin

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3.4K Messages

@cgreen​ SimpliSafe devices do have a few Wi-Fi requirements in order to connect. The network needs to broadcast at 2.4GHz, its SSID and password both cannot exceed 31 characters, and it needs to be set to WPA 2 or WPA2/3 Mixed Mode. But since you have other SimpliSafe cameras that have connected to your network, system requirements shouldn't be the issue.

Where is your camera currently located? I would recommend taking the camera inside and bringing it about 5-10 feet away from the Wi-Fi router and then try connecting the camera again. Minimizing the range between the camera and router can help it establish a connection. It can also help to reboot your Wi-Fi router by unplugging it for 30-60 seconds and then plug it back in again.

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