‎Onboarding New Simpli Doorbell | SimpliSafe Help Center
 
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Tuesday, July 27th, 2021 11:34 PM

Onboarding New Simpli Doorbell















Community Admin

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4.3K Messages

2 years ago

Hi shanemwatson23,

It sounds like you've actually done everything correctly. But there's something unusual going on during the setup process.

Are you seeing a warning or error message on the app? It's also possible that this is actually a hardware issue, so replacing the unit entirely might be the next step.

- Johnny M.
SimpliSafe Home Security

2 Messages

2 years ago

No specific error messages pop after making the connection to the WiFi. It just kicks me out of the process the moment it tried to connect and shows a page in the app saying:

"Unable to complete doorbell setup"
"You may need to confirm your WiFi network and password is correct or reboot your camera to restart setup. Contact Support."

Then there's a button to "Reset Video Doorbell"

WiFi network and password are all good and correct and neither reset button works. Tried two different phones as well and same thing happens.

Support couldn't figure it out either and the advanced technical team never called me to troubleshoot after I scheduled time with them last week.

If it's a hardware issue could I get a replacement Doorbell to try that?

Thanks

Community Admin

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4.3K Messages

2 years ago

Thanks for the info, shanemwatson23!

From what you're saying, it actually sounds more like an issue with your WiFi router, which seems to be rejecting the connection. Perhaps the firewall is getting in the way?

I'm going to request a call from a Specialist who can help figure this out for you.

- Johnny M.
SimpliSafe Home Security

1 Message

2 years ago

Look at
https://simplisafe.com/forum/customer-support-forum/installing-and-using-simplisafe/camera-will-not-connect-if-wi

What characters are in the WiFi name (And password) ? Do you have a : (colon) or ' (apostrophe) or any other non A-Z 1-9 characters?


Johnny - you should really update the app to throw an error to inform the poor user that :, ' and some others are going to not work to avoid wasting time by all involved.  I realize that you can't "make" the camera take those characters (that's another discussion) but at the very least you can update the app so that before the QR code is generated, you tell the user "hey, characters XYZ are not allowed - please change your SSID or PW (or whatever) and then your camera can join fine)

Community Admin

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4.3K Messages

2 years ago

george_smith,

Those are some great suggestions (which, as usual, I will pass on to our engineers).

For those unaware, the technical challenge is that colons and semicolons are used in the QR code - which is why they're a problem. When the QR scanner reads those characters, it gets confused and doesn't know what to do.
Our dev team is of course considering options for the future.

Though from shanemwatson23's post, it sounds like he's already gotten past the scanning, and the camera is already trying to connect. That's why I went straight to assuming that it must be the router rejecting the connetion.

- Johnny M.
SimpliSafe Home Security
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