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5.3K Messages

Wednesday, April 26th, 2023 10:27 PM

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Outdoor Camera Delay

Hello,

Our engineering team is aware that some users are experiencing extended delays on the Outdoor Camera - both when the user attempts to livestream, and when the camera's motion sensor is triggered for a recording.

Work on optimizing performance through firmware updates is IN PROGRESS. Our engineering team has had some success, but we're not finished yet! Firmware 1.15 is rolling out now, and more are on the way.

In the meantime, there are a couple of steps that you can do on your end to help with performance. In order to save battery life, the Outdoor Camera goes into a deep sleep, and part of the process of waking up the device requires communication with your Base Station. So it might help to move your Base Station to a different spot that is closer to the same side of the house as your Outdoor Camera.

2 Messages

7 months ago

Wow, this whole thread is extremely disconcerting. I really had a high view of SS but now that I’ve experienced the Outdoor camera I’m feeling a ton of buyers remorse. I have three outdoor cameras and am having all the same issues as everyone else. I kept thinking “this must be a fluke” and “there’s no way this is just how it is” - but it is. I have no faith in them to actually provide useful footage in a dire circumstance. 

They trigger too late and will literally stop recording while movement is still occurring. It’s scary! These are for my business and I have a lot of money in equipment that needs good surveillance. 

I cannot believe SS is selling this product. It is no where near ready. I have another business and I utilize the Google Nest cameras and have had no issues with them. I pay the extra fee and get the 24/7 recording. It captures everything - the way it should be. And it’s cheap! 

These are so expensive and do not do what I need. I don’t know what to do now! So disappointed. 

I love the rest of the system but the outdoor cameras are just terrible. 

SS, if you’re reading this, you really need to get this fixed ASAP.  Your job is to provide safety, security, and reliability to your customers and you are failing people through this product. You are giving them a false sense of security and when the unfortunate event happens and your customer realizes your camera didn’t catch the event, the trust in you and your company will begin to plummet! 

6 Messages

I feel the same way George.    I bought the cameras as I was so satisfied with the alarm.  I paid for installation and the installer did NOT inform me I really only needed 2 camera, not 4 as I'd had before.  I did need an additional at the front porch as SS doorbell camera does not have the range that Nest door bell camera does.   But I paid for 2 cameras that are unnecessary, but have already paid for the installation as all $$ and for the disappointment; I am aggravated at having chosen SS cameras.   All but one of my is wired.   SS says making headway.   From this thread, they've been "making headway" for a couple of years.    I love the alarm; hate the cameras.  Plus I order by phone with SS and was told I could have them on a monitor as I'd had before (NOT Possible).   I would have had better & faster coverage with a system of 5-8 cameras, bought a new monitor and paid a neighborhood handyman to install.  Would have certainly costs less!

2 Messages

7 months ago

Wow, this whole thread is extremely disconcerting. I really had a high view of SS but now that I’ve experienced the Outdoor camera I’m feeling a ton of buyers remorse. I have three outdoor cameras and am having all the same issues as everyone else. I kept thinking “this must be a fluke” and “there’s no way this is just how it is” - but it is. I have no faith in them to actually provide useful footage in a dire circumstance. 

They trigger too late and will literally stop recording while movement is still occurring. It’s scary! These are for my business and I have a lot of money in equipment that needs good surveillance. 

I cannot believe SS is selling this product. It is no where near ready. I have another business and I utilize the Google Nest cameras and have had no issues with them. I pay the extra fee and get the 24/7 recording. It captures everything - the way it should be. And it’s cheap! 

These are so expensive and do not do what I need. I don’t know what to do now! So disappointed. 

I love the rest of the system but the outdoor cameras are just terrible. 

SS, if you’re reading this, you really need to get this fixed ASAP.  Your job is to provide safety, security, and reliability to your customers and you are failing people through this product. You are giving them a false sense of security and when the unfortunate event happens and your customer realizes your camera didn’t catch the event, the trust in you and your company will begin to plummet! 

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2.6K Messages

@cooperspaulding​ As mentioned by Dlpsr, a weak Wi-Fi signal strength could result in slow camera wake times and delays. I would try running the Connection Check tool in the SimpliSafe mobile app to diagnose your Outdoor Cameras' connection. We list out the steps to run a Connection Check, and what your results mean in this Help Center article. We also provide additional steps to improve Wi-Fi signal strength here.

4 Messages

My connection passes each time I test and I still get 10 minute delayed notifications…it’s not the wifi it’s the poorly designed product. 

5 Messages

@emily_s​ No.  SS should have figured this out years ago and updated the hardware to include an external antenna port and a memory card slot.  Something to ensure nothing is lost.  And (on the next gen hardware) update the firmware to support a minimum delay.  Recording events is the priority.  Sending the recording is secondary.  These are basic requirements of any security cameras.

If I have an external power source or solar panel attached to my external camera, it should never go into deep sleep. Never. 

And on the next gen hardware front, what is SS working on?

Thank you for replying to our posts.

Jack

5 Messages

@emily_s​ Me again - Wanted to post a chat I had with the help desk.  The net is that the help desk is saying that the router is slower 30 feet away from the router. 

(Sat, 7 Oct 2023 12:47:58) SimpliSafe Assistant : Thank you for the clarification. Could you please confirm to us how far is your Outdoor Camera from your Wi-Fi router?

(Sat, 7 Oct 2023 12:48:13) Jack : About 30 feet

(Sat, 7 Oct 2023 12:48:45) Jack : Unbelievable. You are saying the camera doesn't work independently

(Sat, 7 Oct 2023 12:49:54) SimpliSafe Assistant : In that case, we would recommend a Wi-Fi Extender since the camera's most suggested distance from the Wi-Fi is 8-12 feet otherwise the camera itself will have a hard time performing.

(Sat, 7 Oct 2023 12:50:15) Jack : We've been through this.

(Sat, 7 Oct 2023 12:50:55) Jack : You are wanting your cameras on a pole outside with a wifi extender on the same pole.

(Sat, 7 Oct 2023 12:51:17) Jack : Does you boss know you're talking bs?

(Sat, 7 Oct 2023 12:52:07) Jack : An extender will add more latency than what is is now.

(Sat, 7 Oct 2023 12:52:09) SimpliSafe Assistant : We completely understand that, and we sincerely apologize for this inconvenience.


Community Admin

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2.6K Messages

@jackemail​ The Outdoor Camera enters deep sleep to help maintain its battery life when it isn't in use, but our devs are working on a feature that disables deep sleep when the camera is plugged into AC or solar. When this feature is ready to roll out to users, an update will be given in this thread. I have no news on future product/hardware released, but when we have any we'll be sure to update the Community.

Regarding the distance between your Outdoor Camera and Wi-Fi router, the camera should still connect to a router that is 30 feet away. However, if there are any physical obstructions between the camera and router that absorb Wi-Fi radio waves, they can weaken the camera's connection.

If you're noticing your Outdoor Camera has a slow wake time, I would also troubleshoot the Base Station's placement, as the camera also relies on its connection to the Base Station to wake up. I would avoid putting the Base Station near any physically dense objects - like brick/stone walls and heavy appliances, and move it away from any wireless devices. This can help ensure that the Base Station has a strong connection to your devices.

5 Messages

6 months ago

I'm looking for a new, improved outdoor cam.  With internal storage, optional external antenna and no deep sleep setting.  Especially if a solar panel is being used.

If simplisafe doesn't have one in the works, why?  It's been a few years, right?  Firmware updates can't fix hardware limitations. 

The camera should never be dependent on an external device before it can work.  Most of my camera triggers record the rear of vehicles. 

--

On another topic, does anyone have a link to a camera that does behave?  A third party supplier?  A responsive team to our needs?

Thanks

6 Messages

6 months ago

Is this still being worked on?  Still need to call & schedule rest on my installation & havd thd doorbell camera adjusted so I see where packages are left and see the person on my porch.  But the doorbell rings and by the time I get my phone unlocked and the SimpliSafe app on and the door bell activated the person is gone or at best get a back.  This is unacceptable.

I replaced my nest which didn’t have this issue and worked beautifully until a part slipped and all I could see was the top of my roof overhang.

the way this new one is set, it is not picking up the porch so you can see proof something was left & by whom.   The delay in opening is not safe!   Same with the cameras!   C as no this be fixed?

This comment has been converted into a post

17 Messages

This is a long standing complaint that isn't going to be fixed. 

I binned my outdoor cams and switched to Eufy at first. They are much better but had battery challenges in high traffic areas so I ebayed those and now I'm with Ring and have not looked back

(edited)

6 Messages

6 months ago

My outside camera is plugged into an outlet via the usb cable.  Hopefully the firmware will be written to sense that and not put the camera into a deep sleep in that case…

6 Messages

That was part of my wishes in making my cameras wired (the other is I'm short and to charge the batteries I'd have to get on a tall ladder (I don't do those after falling at breaking the foot and ankle).   My still go to deep sleep and by the time wake up the person or incident has happened.  Recording doesn't seem to be immediate.   Makes me sad that I somehow missed true reviews

6 Messages

6 months ago

My outdoor camera is powered by the usb plugged in to an outlet.  Can the firmware be programmed to recognize that and don’t put the camera into a deep sleep mode in that case?

15 Messages

6 months ago

I dont think they really care at this pont.  The caneras are probably running at their best so as long as SS is making money, thats all that matters.  I have called on it and run thru every hoop with phone people and they NEVER stated theres an issue with the cameras,  and to me that was devious.  Ring may be the best there is BUT its controlled by Amazon, the same outfit that locked down a customers account over some bogus complaint. Google owns Nest, so pickings are slim, but still looking elsewhere.

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2.6K Messages

@KCOC​ Our engineers are working on improving the Outdoor Camera's time to wake up. They have made improvements in the past, but there is still more work to be done. Currently, they're working on a feature that prevents the camera from entering deep sleep when its connected to power.

In the meantime, there are other troubleshooting steps we can take until this feature is rolled out. The Outdoor Camera relies on its connection to the Base Station to wake up, so moving the Base Station closer to the camera can help with wake up time.

6 Messages

@KCOC​ Thank you for your response!  It's sad that their customer service is not responsive. 

Because I am experiencing delays in both my front and back yards - and that's where the majority of issues would arise - I will be looking around as well.  Thanks for the lead on Ring - I will check them out.  There will be sunk costs due to Simplisafe, but I am willing to pay for equipment with better security features. 

Thanks again! 

6 Messages

@emily_s​ Emily - do you know when that feature will be implemented - the one in which deep sleep is disabled if the camera is connected to power?  This will help my decision to keep Simplisafe or look for something else.

Thanks!

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5.3K Messages

@jszalewski​ we're not able to give those details just yet, but we'll keep you updated as soon as we have more info!

100 Messages

LOL Same old response. After all these years with this same problem do you think simpliunsafe is going to fix anything? They will just take your money and when you complain tell you they are working on a solution. LOL

4 Messages

5 months ago

Is there an update on this?  This is a big problem as we had something tear up our backyard and nothing was caught on the camera and anytime it records an animal, its of the last 3 seconds of it walking away.  How is this camera supposed to catch an intruder if it turns on AFTER they run away which is more than 10 seconds in most if I am guessing here!

100 Messages

Is there an update on this? To answer your question, The update is the same since the cameras came out a few years ago........ We are working on it. lol Nothing is going to change and if, that's a big if, they come out with a new camera the people who have the old ones are sol. 

1 Message

5 months ago

Okay - but you people let me buy 5 outdoor cameras.  And now you indicate they all have to be close to the base station??  Defeats the purpose of outdoor cameras!!!

15 Messages

@lasabatinos​ Everything works with home internet, EXCEPT, the outdoor cameras that are battery ans solar operated.  I am not an engineer but it seems to me it has nothing to do with base station or wifi router.  Kind of funny they are working on a way to plug them in, which totally defeats the whole reason for buying the camera.

""""Currently, they're working on a feature that prevents the camera from entering deep sleep when its connected to power."""

That means we all bought bricks instead of cameras.

136 Messages

it does have to do with router and base station.

The base station has to wake the camera up from deep sleep, at least that's the way that it was explained a number of times over the period of time the outdoor cameras have been available...

Then the Camera has to transmit the video to SimpliSafe using the WiFi LAN and whatever WAN is in use.

IMO an update that would keep the camera from entering deep sleep if powered by either AC or solar would be a step in the right direction.

They do seem to communicate with the base over normal installation distances, the speed of the wake is the primary issue.

15 Messages

Then why are they doing a mod on the power supply end and not the wifi end?  I bought mine because I don't want to have to hard wire it, or jerry rig extension cord rig the camera.  THATS THE REASON I BOUGHT IT.

136 Messages

I can't answer that.

Presently hard wiring it does you no good because it doesn't change the way the camera works. (IE Deep Sleep) However if the behavior is changed it could help he folks that can or do presently have the ability to hardwire. 

They cant just stop them from going into deep sleep because that will slash the battery life, which isn't good already IMO.

5 Messages

5 months ago

I just spent 2 hours today on the phone with tech support resetting my devices (this is the 3rd time). I had to reset my outdoor camera again. I asked the tech support person why my outdoor cameras take so long to wake up, and he said, unfortunately, this is a current limitation to our cameras and it can take 10+ seconds to wake up sometimes. How is this even acceptable? I asked the tech person, what's the recourse if this happens again? He says we can try resetting the products again. He also said, "We're trying our best to be up to snuff with our competitors" since I told him I don't have any of these issues with my Google Nest products. None of my Nest cams have any of these issues.

I get Simplisafe touts "privacy" but if I get a camera motion alert and it takes 10+ seconds to wake it up, an intruder could be long gone out of view, or it will just catch the last 2-3 seconds.

Also, I totally understand if my Wifi network is the culprit, but I have a 6 Gbps internal wireless network and all my SimpliSafe devices show that it has a full signal. So that definitely isn't the issue.

I'm borderline about to switch services. I spent so much money on these devices. It's incredibly frustrating and seems to be a consistent problem with Simplisafe for at least the last two years. No solution in sight. 

/rant

100 Messages

@matt1031​ There probably won't be any solution anytime soon, if there is you can bet, they will charge you for it.

15 Messages

At this point it seems a class action lawsuit may be in order.  If nothing else they would have to come clean and those that bought the system/camera as stand alone and no wiring required would be refunded their investment.

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5.3K Messages

@matt1031 , thanks so much for the feedback. Optimizing time to livestream is a big priority for our engineering team, and we've made big progress over the past few firmware updates. We know we've got a bit more to go, but the work on that continues.

The major factor in the lag time though is that the Outdoor Camera goes into a deep sleep in order to preserve battery life. Part of waking up the camera from that sleep involves sending the signal from the Base Station - which is why we troubleshoot the local radio link between the Base Station and your camera (and not just the WiFi). It really helps to move the Base Station closer to the side of the house where the camera is located, and to have fewer obstructions (like dense walls or heavy appliances) in the way.

15 Messages

"""....a big priority for our engineering team, and we've made big progress over the past few firmware updates."""

REALLY??? My  Camera is just as slow waking up..

Community Admin

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2.6K Messages

@KCOC​ Our engineers have made improvements with the Outdoor Camera's wakeup time, but they know that there is still more work to be done. 

In the meantime, it can help to move your Base Station closer to where your Outdoor Camera is, as the camera relies on its communication to the Base Station to wake up and begin recording.

15 Messages

4 months ago

I have Google, purchased 3 additional routers and there is zero improvement, not to mention the several phone calls with issues and jumpig thru the standard hoops..  Just saying.

This comment was created from this reply

3 Messages

4 months ago

Yada Yada. Switched to Ring and cancelling SimpliSafe today.  I was going to give it another chance but I had enough when my outdoor camera continued taking continuous 3 min videos for no reason draining batteries even on a solar charge. This was after their latest "update." Ring wired exterior camera is hands down a superior product along with their door sensors.  Bye SimpliSafe!

5 Messages

4 months ago

It'd be awesome if SS could recommend a service that provides what the readers of this thread are asking for.

Jack

15 Messages

Found this link, it's 2 years old but read the link at the bottom and camera seems pretty good

GuamerJohn

•2 yr. ago•Edited 2 yr. ago

The argus 2 is 1080p that you can purchase their solar attachment. It will wake up in about 1 sec after motion and save to a microSD, store on a 7 day free cloud, mobile push notification, and send an email. I have had my Argus 2 with solar outside for 2 years on my front door with a custom warning siren to any one who approach. I recommend it for its durability to Chicago weather.

This link is the Argus 3 pro which is 2K and has AI PIR for person and vehicles, with motion spotlight deterrent. Again you can add the solar attachment. The argus 3 pro will be smart enough if the motion is a person. And other upgrades compared to the Argus 2.

https://m.reolink.com/us/product/argus-3-pro/

1 Message

3 months ago

I'm having this issue constantly with my camera -- someone is already walking inside before camera records them on the stairs.  A car can pull in and only gets the person on the stairs.  Bizarre!

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2.6K Messages

@hollywoodsafe​ How far away is this camera from the Base Station? When the Outdoor Camera is not is use, it enters a deep sleep to help preserve its battery life. In order to wake up and begin recording, the Outdoor Camera relies on its connection to the Base Station, so bringing these two devices a little closer together can help strengthen it.

We have also just launched a new feature called Performance Mode which prevents the Outdoor Camera from entering deep sleep if it's plugged into a power source - like the Outdoor Camera Power Cable. This results in faster wakeup times and more complete recordings. You can learn more about Performance Mode in this Help Center article.

(edited)

2 Messages

3 months ago

Still takes way too long for the SimpliSafe outdoor camera to wake-up and record, often not recording at all as it misses the event entirely. Occurrences such as someone driving up onto the driveway with the electric fence opening,  or a package being delivered. Very disappointing!! It's on battery with solar backup.  Very disappointing!! I have a Ring camera on another property of mine that never misses an event. 

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2.6K Messages

@lanishban​ When the Outdoor Camera isn't in use, it enters a deep sleep to help preserve its battery life. To wake up and begin recording, the Outdoor Camera relies on its connection to the Base Station, so bringing the Base Station a little closer to the camera can help prevent recording delays. 

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