‎Outdoor Camera won't connect to base station | SimpliSafe Support Home
 
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Tuesday, November 2nd, 2021 7:22 PM

Outdoor Camera won't connect to base station

I recently purchased a new system with 5 x outdoor cameras, 1 x indoor cameras and a bunch of door sensors, smoke/CO alarms, etc etc...

Everything seems to work okay except for one of the outdoor cameras.  After initially setting it up, it was having connection issues (couldn't get any live video or see any recordings) although it was flashing blue like it was recording.  Within two days of flashing blue it ran out of battery.  I tried installing another battery and it still wouldn't connect.  Thinking that perhaps it was a network problem, I added two more satellites to my mesh (one of which being about 20' from the camera), and it still didn't work.  I tried factory resetting the camera with the button on the back and removing the camera from the app, then trying to add it again.  No dice.  The app sees that I am again trying to set up the "front yard" camera, but I never get the "camera added" confirmation.

I don't have time to sit on the phone and after trying to email Simplisafe several times and getting no response, I'm trying here.  Anyone have any ideas?  Thanks in advance.

Captain

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5.9K Messages

3 years ago

@enochsleestack 5 outdoor cameras? Wow, I thought I was ambitious with two.  It appears no network issues with 4 out 5, I have to think you have a defective unit and you should call SS, read them your post and get a nc replacement under the 3 year warranty. Short of that, I would suggest you try a Google support tip they gave me when I fist set up my network...try setting up your camera about 3 feet from the point you intended it to connect with. If it connects, great, then just move it to the final location and test again. If that fails, the return for replacement looks like the only option.

Community Admin

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5.5K Messages

3 years ago

Hi enochsleestack,

Part of it might be that you're on a mesh network, which might take a little time to adjust to our cameras. We have been working on steadily improving mesh network compatibility as well.

But I'm a little confused about at what stage of the setup you're in. Knowing that might point us towards where the issue is with your camera. It sounds like your cameras had been fully connected, but you were running into those connectivity issues, so you reset the cameras and tried installing again?
When you look in your Keypad Menu, under the Devices section, do you still see the Outdoor Cameras listed there?

- Davey D.
Community Development Manager
SimpliSafe Home Security

2 Messages

Thanks for the replies guys.  

Davey - Every other SimpliSafe device I have (and there are lots of them) works fine.  This camera has been an issue from the get-go.  When initially setting it up, it connected at first, then started flashing blue right away and never stopped.  After the initial setup I was unable to see any video from it, although according to its flashing blue status LED it was recording.  After two days and the battery died, it was never able to connect again.  I removed it via the keypad and tried to add it again.  Once I put the battery in, the camera just flashes blue and I am unable to finish adding it.  I've tried to do this probably three times.  Same result every time, blue flashing LED and unable to finish setup.

28 Messages

Reminds me of the signal strength problem I had a while back with my doorbell camera.  MAYBE the mesh satellite nearby has a problem.  I agree with the suggestion to set it up nearby your base and keypad.

2 Messages

3 years ago

I am having the same exact problem. My outdoor camera was working fine for about a month. Now it's just continuously flashing blue and won't connect to the network. I tried to remove the camera from my system and re-add it, but it's getting stuck where it's supposed to connect to the network. I've tried pressing the button on the back to reset it, but that does nothing (even after holding it down for 30 seconds). I'm assuming it's a faulty camera, but strange that it was working fine previously.

28 Messages

@asmcdavid​ I discovered that resetting my router got things working again on my doorbell camera.  After that happened, I suggested to Simplisafe that they add signal strength to camera info, and they eventually did, in the Android app (I'd like to see that on the web access also).  I just checked it and see I should reboot my router when I have a few minutes.

Community Admin

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5.5K Messages

3 years ago

Hi asmcdavid,

Did the blinking blue start before or after you reset? If after the reset, the camera may be failing to reset properly. We would indeed need to replace that camera, in that case. Give us a call at 800-548-9508 and our Support team can take care of that for you.

- Davey D.
Community Development Manager
SimpliSafe Home Security

2 Messages

3 years ago

Davey - The blinking blue started before I tried to reset. In fact, the camera has never been able to reset each time I tried. But I will go ahead and call to see if a new camera is the correct solution. Thanks!

Community Admin

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5.5K Messages

3 years ago

enochsleestack,

It does sound like you're having the issue I mentioned above - your camera is failing to reset properly. Please give us a call at 800-548-9508 if you haven't already. We'll get you a replacement.

- Davey D.
Community Development Manager
SimpliSafe Home Security

1 Message

2 years ago

My camera won’t connect at all to base station, just says to call customer service.. 

Community Admin

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5.5K Messages

@jeremyhelten​ could you tell us what other symptoms you're seeing? Is the camera flashing any indicator lights? And where are you seeing that warning message - on the SimpliSafe app during setup? Our Support team at 800-548-9508 can certainly dig into your account to investigate as well.

2 Messages

2 years ago

I am having this issue as well

1 Message

2 months ago

WOW! I'm having all kinds of problems connecting outdoor camera to base station! Fully charged, only 2 red lights appear ! reset won't connect to get white light!

Community Admin

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2.8K Messages

@bigjoe​ If your camera is not responding even after performing a reset, that may indicate an issue with the device itself. In that case, I would strongly recommend reaching out to our Support team for further help.

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