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svkthakur

3 Messages

New Wireless Outdoor Camera not connecting to WiFi

Hi,

I recently got 3 new wireless outdoor cameras. But they dont connect to the wifi at all.

As soon as it reaches the step of trying to connect to wifi, it fails.

I was on call with tech support for roughly 2 hours and we did the basic steps; remove the battery, press and hold the back button to reset it and try again. Nothing worked. A lot of online forums have this similar issue.

They sent 3 new replacement cameras and they have the same issue. Will not connect to the wifi. 

FYI I am trying to connect to a 2.4 GHz ATT network. I also have a doorbell connected and that works just fine. I even tried using my phone hotspot but that failed too.

Help!

Thanks!

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emily_s

Community Admin

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3.4K Messages

Hi @svkthakur, 

I'm sorry to hear about all of this trouble! Where are your Outdoor Cameras currently located? If you haven't tried this already, I would recommend bringing them inside, about 5-10 feet away from your router, and then attempt to connect them to your Wi-Fi network again. Sometimes shortening the range between the camera and router can help the initial connection. 

I would also recommend rebooting your Wi-Fi router by unplugging it for 30-60 seconds and then plug it back in. This should help refresh the cameras' connection.

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svkthakur

3 Messages

Thank you for your response. 

Like I said I have done all the basic steps. Rebooting anything doesn't help. 

The cameras are in my hand 1 inch away from the base station and a feet away from the router.

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svkthakur

3 Messages

Yes. No VPN no firewall. Connecting on guest WPA2 only which is only 2.4 Ghz and not both 2.4 and 5.

I have 2 SSID. Say one is X which is 2.4 and 5 GHz. I have another one X-2.4 which is only 2.4. I am connecting on X-2.4 and it doesn't connect. 

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emily_s

Community Admin

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3.4K Messages

@svkthakur​ I've sent your case details over to our escalated Support team. A senior specialist will be in touch soon to help troubleshoot your cameras with you in real time. Keep an ear out for their call!

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jjbaxfam

1 Message

I am having the same issue. Is there any update?

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simplisafe_admin

Community Admin

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1.8K Messages

@jjbaxfam If the Outdoor Camera isn't connecting to your network during setup, the first thing we would want to check is your network's settings. The Can't Connect Camera to Wi-Fi During Setup article in our Help Center will guide you through those requirements to help your camera connect to your network.

 

We would also recommend resetting your Wi-Fi router to refresh its connections. To do this, unplug the router for 60 seconds and then plug it back in.

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tahaahmad

1 Message

I wish I could burn my new system!

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cameroncunningham

1 Message

Absolutely sick of simplisafe at the moment, original outdoor camera disconnected from WiFi and thought it was camera that was problem, couple months later video doorbell totally stops working.  Both only 3yr old.  Bit the bullet and bought series 2 outdoor camera and despite trying for several days now on different networks and rebooting / resetting everything will not connect to wifi saying wifi offline even though base station and everything else in house connected.  Will not be updating anything else and now looking for alternative system

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sstauff

1 Message

@cameroncunningham​ came across this thread when I was having issues with my outdoor camera. I already switched to Lorex cameras, but wanted to use the simplisafe camera as an extra baby monitor for indoors lol. The Lorex setup has 24/7 recording, motion alerts sent to your phone, and no subscription fees. They’re pretty costly but I have the wired cameras to prevent any wifi connectivity issues. I’ve had them about a year now and still love them. They’re on Amazon and Best Buy  

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robinsonsarahlou

1 Message

I am having this exact same problem! I spent about an hour with the AI help desk yesterday telling me to do all these steps and none of them worked. Then waited on the phone this morning for 30 minutes and never even got anyone to pick up. 

(edited)

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SimpliSafe_Jordan

Community Admin

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137 Messages

Hey @robinsonsarahlou​ Apologies for the longer-than-usual wait time on the phones. Some of our contact centers are victims of natural disasters at the moment, leading to longer-than-usual hold times. What specifically is happening with your camera(s)?

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