‎New Outdoor Camera wake time is SO Slow | Page 3 | SimpliSafe Support Home
 
eamail2001's profile

98 Messages

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10 Points

Tuesday, November 9th, 2021 3:36 AM

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New Outdoor Camera wake time is SO Slow

Why does it take SO LONG for the New Outdoor Cam to wake up? It can take 5-10 sec. I've read many people post about the same thing.
This means that when motion is triggered it catches the "end of the act" if at all.

Thanks for your patience. SimpliSafe is hard at work on improvements to camera performance in response to your feedback. Outdoor Camera Firmware 1.10 (September 2022) is out now, and more are on the way.

This conversation has been merged. Please refer the main conversation:

KNOWN ISSUE: Outdoor Camera Delay

136 Messages

1 year ago

Add me to the voices. This thing is incredibly slow to wake up, minimum 9 seconds to a live view, most of the time more like 15-20 and has been asl long as 31.

Additionally the battery is down to 83% in 4 days.

14 Messages

@krstrick​ battery down can be from trying to wake it frequently or watching it “live” all the time. It doesn’t seem to be designed for that. The wake time, they keep saying they’re making incremental improvements but they don’t seem to be, at all. So disappointed. 

33 Messages

Had over a year - camera is horrible. No security 

Advocate

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923 Messages

1 year ago

I'm wondering could it be because the camera does not stay hooked on wifi the whole time like when it goes to sleep does it disconnect itself from wifi then when it comes on it reconnects and that's why it takes so long to (wake up). I really don't know I'm just throwing stuff out there but I have solar on all mine and batteries are always charged at 100 so I'm just guessing Maybe it just doesn't stay fully connected to wifi.

14 Messages

@lance843​ Wi-Fi does use power so it may make sense that they “power-save” that somehow. I hope they didn’t accidentally leave IPv6 enabled. That would slow things down. The main issue for a lot of the people on this board (like myself) with the painfully slow wake time is that when a device is attached to a power source full time, it should be awake full time, period, end of story, full stop, and that was a huge facepalm-inducing miss in their design that they’re not fixing for some reason. It’s not like there’s only two people who’ve hard-wired their cameras to power sources. In addition, even for the unconnected ones, if I’m willing to take the hit and swap batteries more often, leave the choice to me and don’t go into cryostasis for heavens sake - make it a configurable option, please. Not having that leads to customers hating their cameras.

Where’s the SimpliSafe Product Owner (PO) to step up and confirm that the company hears this, it’s prioritized on the roadmap, and maybe even ticketed in an upcoming sprint to resolve?

Community Admin

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5.2K Messages

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50 Points

@lance843​ the power adapter and solar power accessory don't change the camera's behavior at all - the camera will always go into Deep Sleep when not in use.

Waking up from deep sleep requires communicating with the Base Station. Which is why to improve performance, it's not only important to make sure that the camera is in range of your WiFi router, but also the Base Station.

Advocate

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923 Messages

@davey_d​ I have all my cameras about 30 feet away from router and the base is about the same as it sits near the router and in the app all cameras show excellent signal

Community Admin

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5.2K Messages

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50 Points

Fair enough, that should be close enough for best results. On my own units, I'm still seeing a few seconds of lag, but way better than what I was getting before the 1.10 update.

The better news is that I've been hearing about some promising updates coming soon that could help even more with driving that lag down.

33 Messages

Last update did nothing. Slow slow over a year now

10 Messages

1 year ago

EXCEPT you miss most of what triggered the camera initially

4 Messages

1 year ago

Interested in this as well, coming in as a new customer.

@davey_d - if the camera can't tell it's plugged in, it should still know current state of charge, right? Could some of the logic for staying on and connected run based on the battery level being 100%? If this wasn't plugged in, this would quickly stop being the case. Perhaps this would have to be something like >99% instead, not sure if it maintains exactly 100 while plugged in.

This comment has been converted into a post

4 Messages

1 year ago

Rewrite, sorry not clear it was posted: 

Just purchased outdoor cam system to monitor security for my parents. VERY frustrating that the camera wake up, connect is so slow.  I agree that it catches the person leaving,  and therefore not very helpful for security.  From notification to connection is 15- 30 seconds or longer. 

And YES, we have 2.4 ghz, and YES, I have the base station as near to two outdoor cams as it can get given that one is on side door and one is at front door.  And YES I just uploaded the lastest update on the keypad yesterday. 

Given that this has been a problem for so long, and that SimpliSafe is top rated, why can't you figure this out??? Very frustrated given the cost of the system and  promises of the brand. 

33 Messages

1 year ago

Update did nothing

100 Messages

1 year ago

I can tell you that after the 1.10 update the wake-up time was really good but now its slowed down again. Also, the spotlight feature doesn't work like it should, when the cameras are activated the spotlight just flashes. I have a camera directed at my driveway and it will not detect a car that pulls right pass it, but it will pick up a car that's 100 ft away going down the road even though the zones where the road is are turned off. The motion sensors give false alarms all the time and it doesn't matter how they are set, tried every setting and position there is with no luck. Customer service is a joke, the only thing they want to do is send another camera or sensor, which I had several replaced already, instead of diagnosing and fixing the problem. Customer service was supposed to get back with me but never did, called back to ask about the callback and was told that they knew nothing about it. Warning to all, don't buy SimpliSafe, if you already have don't let your return time expire before you return the system. I have over $2000.00 invested and let the return time expire while working with customer service to fix my system. If someone broke into my home, I wouldn't be able to identify them from the cameras as they are now. 

33 Messages

1 year ago

We are too late to return. So disappointed and the money we can’t get back. 

100 Messages

@tidurden1994​ Same here, was working with customer support when my time expired. And I'm very disappointed also. I cannot believe that someone hasn't filed a lawsuit yet.

(edited)

Community Admin

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5.2K Messages

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50 Points

1 year ago

Hi @larrhurd and @tidurden1994 ,

Thanks for reporting. Do you know if your cameras are on Firmware 1.12, or 1.10? I'll have to report your symptoms to our hardware team.

(edited)

4 Messages

@davey_d​ 

The camera settings on both the cameras that came in my recently purchased system are software version 1.12.2.384 

My android  version iis 13

100 Messages

@davey_d​ They are 1.12. Seems to me that SimpliSafe needs to fix the problems with these cameras or give a refund to all of the people who purchased them. I've been reading all of the comments on all the problems these cameras have and one thing keeps coming up and that is " I'll have to report your symptoms to our hardware team." but nothing gets fixed. SimpliSafe had plenty of time fix this problem but refuses to.

(edited)

136 Messages

mines on 1.12.2.384. very minimal if any change in response, maybe one second faster if im being charitable over best of 5 tries.

Not sure if it is related but delivery of notifications may actually be significantly worse.

Community Admin

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5.2K Messages

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50 Points

@larrhurd the specific piece that prompted my interest is that you're seeing decreased performance, as well as those issues with Activity Zones and the Spotlight in firmware 1.12 - a lot of which had already been addressed in previous versions.

The extreme delay is a multifaceted issue, which is why it's taken some time for our engineers to address. Work on that is ongoing.

100 Messages

I think that I've been really patient with SimpliSafe but enough is enough. I'm sorry but I have had about enough of SimpliSafe and their excuses. When do we expect any solutions for these problems?? If I have to wait another year for SimpliSafe to fix these issues I might as well start a report to the BBB. I know that I'm not the only one that's getting tired of hearing "our engineers are working on it "and nothing gets fixed. SimpliSafe didn't have any problems taking my money, but they sure are having problems fixing their defective products.

14 Messages

1 year ago

v2.6.2.126 on internal, v1.12.2.384 on both externals, and they’re all suffering the same awful wake delay symptom that everyone is reporting. 

could it be that Simplisafe engineers are simply “nose blind” to how slow it is???

Community Admin

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5.2K Messages

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50 Points

@meystel​ the Outdoor Camera and Indoor Camera are on totally different platforms (hence the vastly different firmware versions). The Indoor Camera doesn't even have the battery-saving Deep Sleep feature. So if you're seeing terrible performance, there might be common connectivity issues - e.g. in connecting to your WiFi. Have you already been working with our Support team?

33 Messages

1 year ago

Did not help

18 Messages

1 year ago

@davey_d 

I've written numerous times on this post starting over a year ago.  A few times specifically to you @davey_d  with no response, but you commented several times on this subject yet NOTHING ever gets done to fix this issue.  WHY??? 

Community Admin

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5.2K Messages

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50 Points

@simplisteve​ I have been giving updates across the Community on this issue, which affects a smaller though still sizeable piece of our userbase. We've made some big progress over the last few firmware versions, though we are still not where we want to be. Our dev team continues work, and I will keep providing updates as I have them.

4 Messages

1 year ago

@davey_d 

I'd appreciate a response to my post above as well. While I have no idea how this software is written, I do solve complex software problems for a living. Since it seems there is no solution coming from your side, it would be great to see consideration of ideas we bring.

Like many others here, I'm beginning to think this camera was a bad purchase. Please prove us wrong!

2 Messages

1 year ago

This is by far the worst camera on the market, other security systems do not have this same issue.  I recommend to everyone I know to not get SimpliSafe.  I only see the back of people walking away from my house every single time.  How is it that this is only an issue with SimpliSafe.

Too bad I can't get my money back and customer service is absolutely awful.  This company will be extinct soon if they don't fix this issue, as their home security system does nothing without working cameras. 

100 Messages

1 year ago

Customer service contacted me last week about the cameras I have and were supposed to get back to me but never did. Along with the very slow wake up times now I have a camera that goes into a loop when trying to wake it up for live view, only at night though. My trust for these cameras and SimpliSafe is all but gone. I'm considering my next steps.

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