‎Outdoor Camera Video Not Working | SimpliSafe Support Home
 
gavgund's profile

Friday, October 21st, 2022 1:51 PM

Outdoor Camera Video Not Working

I have a brand new Outdoor Camera that I have been trying to get the live view (or any video) to work for a few weeks now. I have reset the camera numerous times and gone through setup, each time it works as expected, except when I try to view the live feed.

The camera is connected to the wifi, the light is flashing blue, I can change the settings on the camera (like turn off the LED), I receive motion notifications from it, and it even reports good upload speed and signal strength when I run the connection check. But there is no video.

I have contacted support through chat and phone call to no avail, each time they arrive at the same conclusion, "we need to replace your camera." I have tried 4 different cameras.... they all do exactly the same thing. They assured me they will not send me anymore cameras so I will try a support call one more time but I am not confident. Is there a way this issue can be escalated?

Does anyone have any idea's what would be causing this? I'm a software engineer and am comfortable getting into the technical solutions with router and wifi settings. It is almost as if there is something blocking the video feed only, or an issue on the server side receiving my video stream. Would love to chat with a SimpliSafe engineer instead of customer service.

I also want to note some strangeness in the cameras firmware versions. Most cameras I received are running a v1.7 version. I understand there is a v1.9 that went out a while ago, why do the cameras report they are up to date?

One was running v1.4 and why does it not update to at least v1.7...?

Accepted Solution

6 Messages

6 months ago

Maybe this can help someone else.

Turns out the issue was my ASUS RT-N66U router. Somehow it was blocking the camera feeds only from the cameras. I did find some similar issues reported online with Asus routers and cameras/webcams.

Don't recommend ASUS with SimpliSafe!

Replaced with a TP Link AX55 with mesh network extenders, cameras work great now!

99 Messages

@gavgund​ I have an ASUS XT9 ZEN WiFi mesh router. All my cameras kept going offline. I tracked it down to the channel bandwidth setting on the router set to 20/40 MHz. I changed it to 40 MHz and no more problems. Interestingly, it looks like a recent update enabled 80 & 160 MHz capability and reset the channel bandwidth to 20/40/80/160. I have not had any camera issues though. Perhaps ASUS also fixed a bug i the update.

Community Admin

 • 

5.2K Messages

 • 

70 Points

1 year ago

Hi @gavgund ,

Sorry for the trouble you've been having. The next version of the firmware is still rolling out - and as many have noted, it's a slower rollout than usual. Thanks for your patience.

If I have this straight though - the cam that you're having trouble with is currently on 1.7, and the one that's on 1.4 is otherwise currently running fine? If the one on 1.4 is a newer unit, it might have just not been updated at all yet, caught between when we stopped sending out 1.7, but before 1.9.

But regarding that one that somehow isn't able to put out video - how far is it from the Base Station? While the actual video needs to go through your WiFi, all the units do depend on the Base Station to know when to start recording and streaming. I would suggest trying that camera at a much closer range to the Base Station, just to test it out.

6 Messages

1 year ago

Let me be clear, all 4 of they cameras that I have tried DONT WORK for streaming video, all other functionalities of the camera work. I have yet to see a camera with a working video feed. 

I have tried it numerous times sitting right next to the base station, that does not create a different result.

I was simply noting the oddness with the versions (again none of them work for streaming video). Why would one be running 1.4 if 1.7 is available, not to mention 1.9 "rolling out." During the setup process the camera looks for firmware updates and reports "Up to Date" but it running an out of date version...

Is there and issue on SimpliSafe's server side? Is there issues with the 1.9 firmware roll out?

More transparency might save me some time troubleshooting. 

Community Admin

 • 

5.2K Messages

 • 

70 Points

@gavgund​ Thank you for clarifying.

No, we haven't had any reports of any server issues lately. From what you describe, we're dealing with a local/hardware issue in this case.

Regardless of firmware version however, the cameras should be able to stream (albeit with longer delays in wake-up, on older versions). I suspect there might still be an issue with your WiFi network. I've requested a call from our escalations team to see if we can get to the bottom of it.

5 months ago

I've had this same problem with my front porch camera for over a month.  Fully charged, it still isn't working but it is indicating that it's picking up on motion.  Now the back porch camera is doing the same thing after I charged it all night.  Arghhhhh.

Community Admin

 • 

2.4K Messages

 • 

10 Points

@stephanniealbrecht​ If your Outdoor Cameras are experiencing an issue streaming video, I would recommend checking their connection to your Wi-Fi network. If you use the Connection Check tool in the SimpliSafe mobile app, it will diagnose your cameras and provide steps to improve their connection. This article in our Help Center lists out the steps to running a Connection Check and what your results mean.

1 Message

@stephanniealbrecht​ my outdoor camera just started doing this as well!!!  Worked great for almost 2 years and now it notifies me there’s motion but when I check the video it says “no video”. I’ve tried every troubleshooting option I could find and nothing is working. It won’t even work sitting right next to the router!  The indoor camera kicks off at least once a day as well. Something had to have gone wacky with the last system update or something because it’s not my router, connection speed, number of devices, etc. NOTHING has changed on my end of things. 

Community Admin

 • 

2.4K Messages

 • 

10 Points

@sonicsgirl​ Since your upload speed is strong, I would try setting up a guest WiFi network that broadcasts at 2.4GHz and connect only your SimpliSafe devices to it. This makes sure that your SimpliSafe devices aren't disrupted by anything else that is connected to your network.

New to the Community? Get started by reading our Welcome Post.