2 Messages
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.
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.
captain11
Captain
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5.4K Messages
2 years ago
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davey_d
Community Admin
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4.8K Messages
2 years ago
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
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asmcdavid
2 Messages
2 years ago
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davey_d
Community Admin
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4.8K Messages
2 years ago
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
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asmcdavid
2 Messages
2 years ago
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davey_d
Community Admin
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4.8K Messages
2 years ago
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
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jeremyhelten
1 Message
1 year ago
My camera won’t connect at all to base station, just says to call customer service..
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shawnenator
2 Messages
1 year ago
I am having this issue as well
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