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leanch823's profile

Sunday, August 13th, 2023 8:05 AM

Doorbell has motion but no video

Doorbell will show motion but won’t show video saying the camera is offline. Nothing wrong with Internet but my base station has no light on either. I’ve changed outlets and don’t understand

Community Admin

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2.4K Messages

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10 Points

7 months ago

Hi @leanch823, 

I would try running the Connection Check Tool in the SimpliSafe mobile app to help diagnose what could be causing this. You can do this by taking the following steps:

  1. Tap the “Cameras” icon at the bottom of the mobile app
  2. Choose the gear icon in the upper right corner
  3. Select your Video Doorbell
  4. Under “Connection” select “Connection Check”
  5. Tap “Start Connection Check” to find your Video Doorbell’s connection strength

Regarding the Base Station's light, I would try resetting it to see if that resolves this issue. This can be done with the below steps:

  1. Unplug the power cord from the Base Station, and use a Phillips Head screwdriver to remove the screw below the plug
  2. Remove the bottom cover and remove one battery from the Base Station
  3. Wait 30 seconds
  4. Reassemble the Base Station by inserting the battery, cover, and the power cord
  5. When powered up after the reset, the Base Station will say "Welcome to SimpliSafe"
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