2 Messages
My new outdoor camera will not connect to our base station (Gen 3)
My new outdoor camera will not connect to our base station (Gen 3). I spent two hours on a call this last Saturday, upgrading software on the base station, keypad and app. Even taking out the batteries everywhere. Nothing seems to work. I need a technician to come out to the house and fix this technical issue or someone call me.
davey_d
Community Admin
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5.7K Messages
3 years ago
Thanks for posting. I split your post out to its own thread so we can get some visibility for our community to chime in.
You do need to update your Base Station to more recent firmware to add support for the Outdoor Camera. But once that's done, the Outdoor Cam should have no trouble being added. Were you using the step-by-step guide on the SimpliSafe app? It might help to know what step in the process you were getting stuck on, as that would give us clues about the next step.
For example, after placing the battery in the Outdoor Cam and shutting the battery compartment, it should start to blink white. If not, then the camera may not be powered properly, or there might be a battery issue. So at that point a replacement camera would be a possible solution.
- Johnny M.
SimpliSafe Home Security
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pmshipp
2 Messages
3 years ago
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davey_d
Community Admin
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5.7K Messages
3 years ago
Before we do anything else, let's make sure that a couple of steps are taken care of with regard to that Base Station replacement:
- Davey D.
Community Development Manager
SimpliSafe Home Security
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pmshipp
2 Messages
3 years ago
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photobug
28 Messages
2 years ago
Davey, your instructions are a bit confusing. "Check for Updates, and if WiFi is connected, the firmware update should not be available" doesn't make sense. Firmware updates if they exist should be available only if wifi is connected, not the opposite.
I'll be receiving a replacement gen 3 base because when I try to add my outdoor camera, the android app says to Update Software, I try to, it says no update available, repeat ad nauseum. Yes, base powered down about 4 minutes. I'm not complaining, the tech worked real hard to help me, but as a former software developer I do find this odd, though I'm guessing it's in older gen 3 bases. As to the reset pin, glad I found this here; I'm guessing that the one place you can see your master pin wouldn't work without an activated base, so perhaps you can ask that when replacement units are sent out, it be made very clear that your master pin has been reset. It might be, of course - I'll find out in days. But I'd also suggest that the Android app be enhanced to detect the update problem and advise the user to contact support.
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