‎Lost Footage | SimpliSafe Support Home
SJsoKeen's profile

Friday, October 20th, 2023 12:31 AM

Lost Footage

We bought a house in a nice neighborhood and our first thought was to set up a security system. On my podcasts we hear about Simplisafe and decided to go with it. We have it all - sensors, cameras (indoor and outdoor), smoke detectors, doorbell, etc. 

The doorbell constantly goes offline. We've had three sent out to us and they don't work. Now our front outdoor camera just shows black or it will alert to motion and then says lost footage. This is particularly frustrating because the kids in our neighborhood are home from boarding school and paintballed one of our cars as a Halloween prank. And did the security camera get it? Nope!! It went black and then lost footage. This is absolutely ridiculous. I'm ready to give up on this and go with ring or something. I'm so disappointed and upset that I've paid so much and don't feel that protected. So please how do I get my camera to stop losing footage or going black? And how do I get the doorbell to stay working for more than a day? 

Community Admin


3.1K Messages

9 months ago

Hi @SJsoKeen, 

I'm sorry to hear about this, please know that we're going to do everything we can to get your cameras working properly!

Dlpsr already beat me to it, but I would recommend checking your Outdoor Camera and Video Doorbell's signal by using the Connection Check tool in the SimpliSafe mobile app. This article in our Help Center lists out the steps to do so, and provides insights into your results.

A "No Video" and "Offline" error can mean that the camera in question has a weak Wi-Fi signal, so testing its connection is a great place to start. It may also help to set up a 2.4GHz guest Wi-Fi network and only connect your SimpliSafe devices to it.

16 Messages

@emily_s​ I would venture to say that if someone has to create a separate SSID guest network just to get their security system working, when ALL other devices connect and stay connected with no issues, the Simplisafe hardware is at fault, not the user's network.

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