‎Outdoor camera wont connect to Wifi | SimpliSafe Support Home
 
TS27's profile

Thursday, December 9th, 2021 8:06 PM

Outdoor camera wont connect to Wifi

After patiently waiting for the outdoor camera to ship on back order, it finally came. Set up figured to be a breeze like the rest of the system, battery charged, camera turns on, connects to the base station. But the final step; the camera will not connect to my WiFi! I did all the double-checking and troubleshooting but all for naught, then spent half an hour on the phone with tech support having me do all the things I already did with the same disappointing result. The tech suspected the antenna in the camera was probably faulty and they shipped me a replacement one. The new one came fast, in only about 3 days. But alas, THE SAME PROBLEM! I've double checked everything yet again and still this camera will not connect either. My WiFi works, the indoor cameras connect fine, all software is up-to-date, so what gives? Can it be that I've been sent 2 faulty cameras? Has anyone else out there experienced the same frustration as me?

I bought this system specifically for the outdoor camera, and how ironic that it's the one component I can't connect. I'm seriously considering ditching this whole system in favor of one that actually has outdoor cameras that work...

2 Messages

3 years ago

Outdoor cameras are a necessity for sure. If that one doesn't work, and they sent another to check, and it didn't work either, then I would doubt any other non-wired system would either. Perhaps an easy fix would be to add a WiFi extender to an outlet by a window nearest the camera? It's possible the WiFi is not making it to that point outside. If you have any other WiFi devices (alexa, google, or a simplisafe motion sensor, etc.), try putting one of them near the camera and see if it connects to your WiFi. If nothing gets a WiFi signal out there, you'd be forced to go with a wired camera.

10 Things in Your Home that Interfere with and Block Wi-Fi Signals that an extender could help with.
Your Neighbor's Network.
Separate Wireless Networks in Your Own Home. 
Bluetooth. 
Baby Monitors, Walkie-Talkies and Other Radios. 
Microwave Oven. 
Concrete and Masonry Walls. 
Thick timber or multiple Walls. 
Metal and Floor Heating.

1 Message

Try connecting the camera inside not on anything there is a setup button on the back of the camera . I started connecting that way I still had a problem so I checked the base station Network name and made sure that the camera had the same . Hope this works

137 Messages

3 years ago

You don't say much about your WiFi, but if you have a mesh system or have both 5G and 2.4G radios in your router with the same SSID, try disabling the 5G radio temporarily. Alternately some have had success running on the guest network which can usually have a different SSID even on systems that don't allow you to name the 5G and 2.4G radios separately. 

Failing all of that if possible lower the transmit power on the 5G radio as low as possible temporarily until the camera connects.

Though it was frustrating, we were able to get the cameras connected using these tricks, though none were the outdoor cameras. Once we got the cameras added restoring to the original state of the network did not pose any problems.

Hopefully SS already suggested all of this though.

2 Messages

@krstrick

Thanks for the tip. I'm very surprised tech support didn't suggest that. I thought it was strange the set-up doesn't even show the 5G signal in the network list as an option, only my 2.4Ghz signal, so I had a good feeling it would work. So I temporarily disconnected my routers 5Ghz radio per your suggestion and reset the camera. All I did was get my hopes up because I'm still having the same problem...

Device interference and WiFi signal strength are definitely a non-issue, and now I know for sure that 5G isn't the issue either. I'm setting the camera right next to the router, plus nothing in the house on WiFi has ever had an issue connecting. My last effort is going to be setting up a guest network and see if it helps, but I'm doubting it at this point.

This is ridiculous...

137 Messages

@TS27 

Sorry it didn't help.

Connecting our door bell was a real hurdle (both times) but if you can manage to get your camera connected initially - based on my experience it will reconnect and work fine if you need to move it of lose power or such. 

There is a bit of a known problem with ARRIS brand routers, but I had similar problems with an Orbi 6 Mesh System. I do think they have worked pretty continually on the WiFi stability so if you have an older firmware in the base that might be something to look at.

Since the SS stuff only works on 2.4G something about a simultaneous transmission on 5g with the same SSID appears to confuse the process of initially connecting the camera to the network. I did get a semi confirmation of this in a conversation with support but I can't explain why once connected it seems to no longer be an issue.

Best of luck.

(edited)

4 Messages

3 years ago

Yep same problem here!  I have two doorbell cams that work and the outside worked until they did an "upgrade" on their end.   I got a replacement after 3 weeks and the same things happening.  Not my wif because other cameras working great.

Community Admin

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5.7K Messages

@polymerman would you mind DMing @simplisafe_community ? We'd love to learn more about your setup so we could investigate.

1 Message

3 years ago

Same problem here. Outdoor cameras will not connect to 2.4Ghz WiFi network. I'm on AT&T fiber router.

Community Admin

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5.7K Messages

@mag​ what symptoms are you seeing that indicate a connection issue? And how do you have your WiFi network set up?

If you haven't already, we strongly suggest giving our Support team a call at 800-548-9508 so we can go through the troubleshooting step by step.

5 Messages

2 years ago

I received two faulty cameras.  After doing the hours long ordeal of trying to get them to work, and being on the phone with Simplisafe customer service, I got two replacements.  The two replacements worked great for one day.  Now they will not show a live view.  Impossible to get any motion activated videos.  Intermittent connection.  Wifi tested at both locations and is better than minimum requirement.  I have two indoor cameras just inside the wall from one of the exterior that operate fine.  I have “another brand” camera (that I was planning on replacing) adjacent to one of the exterior cameras that works great.  I have sufficient signal strength and speeds, but decided to install an extender.  It works great on the two interior and “another brand” exterior camera, but I’m still having issues with only the two exterior Simplisafe cameras.  Since I’ve tested the wifi strength and speed, and it’s ok; other cameras adjacent are working, it’s got to be the Simplisafe exterior cameras.  By eliminating other possible factors, I think I’m down to either the cameras do not have an adequate antenna or they are having a connectivity issue—they are being “pushed out” of the wifi usage queue.  Any other possibility to explore?

Community Admin

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5.7K Messages

@SDTX​ sorry to hear you're having trouble with those Outdoor Cameras. They are build with dual antennas, so they should actually be performing better than the Indoor Cameras.

I would have thought that maybe the material of your home might be blocking the signal, but then you mentioned that you have a different brand's camera also installed in a similar spot, so that might not be it. But I would still suggest moving the cameras to different spots anyway to test - maybe even start with having them inside to see if they perform the same.

Also, you mention that you're getting good signal for both of those problem Outdoor Cameras. Is that through the Connection Check tool in the SimpliSafe app?

5 Messages

I did move one of the cameras, to test before installation.  It worked great.  It worked great when installed. Then, it stopped, after one day.  Will get sporadic connections but not in demand. Other brand camera works fine without connection issues.

5 Messages

I used the connection tool on one—it was fine; now I can’t get that camera to connect at all. I used speed test at both new camera locations to test—speed is fine, before installing and after having the issues after day one. Other brand camera is adjacent to one and works fine.

1 Message

2 years ago

I am having the same issue.. Indoor cameras work just fine, 2 outdoors won’t connect to wifi even when sitting right next to router.. tech support was no help having me do steps I have already tried. 
no other issues with connections on any other device. 

Community Admin

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5.7K Messages

@hadweaver​ would you mind giving us a bit more info about your setup, as well as what you've already tried? We can maybe get the issue figured out here.

5 Messages

2 years ago

The two defective cameras I received first, one  went flawlessly through the installation steps, until the rest of live video, and would not connect and display.  I was standynext to the base station, about two feet from the router.  The second would not set up.  Customer service was helpful and sent two replacements. They both set up without any any issues worked great for one day.  Another brand camera adjacent to one works great.

1 Message

2 years ago

I'm having the exact same issue. I've tried two Outdoor Cameras so far (Simplisafe sent me a new one after going through a lengthy troubleshooting call with support) and they are both unable to connect to my wifi, despite the fact that I was able to set up an indoor camera to the wifi on the first try without issue. Something is going on with these outdoor cameras and I see way too many forum posts about these particular cameras unable to connect to wifi for it to be a fluke. 

@homeowner123​ 

Exact same issues. My indoor cam connects and works just fine. My two outdoor cams never connected to my 2.4gHz WIFI or my iPhone hotspot. Too many issues - too much wasted time with these!

1 Message

2 years ago

Same here. New system. On my second outdoor camera. Set-up is no problem, but it will not connect to wifi. I spent 2 hours and 4 minutes on the phone with tech support yesterday and all we did was retry everything I'd already tried. The last advise they gave me was to call comcast... That's ridiculous. I have a 2.4ghz network going. I have a doorbell cam and indoor cam connected with no issues. I'm about ready to ship the whole thing back. Like most of you, the outdoor cam was the main thing I wanted.

I asked if they had a tech that could come out and was told that is only for new installs and would cost me at least $100. I just paid $700 for the equipment and this install is less than a week old. Not paying more.

Ugh...

(edited)

2 Messages

@manphibian​ Everything should work right out of the box. Their tech support is not very techy. If it doesn't work immediately, I would pack it up and send it back. They can only account for so much, so if your system is not finding it, or something is preventing connection, no amount of tech support is going to help you get it set up correctly. Their tech support is concentrated on building the devices, not talking to customers, so if you're talking to someone, then your steps will be:

1. Turning it off and turning it back on

2. Checking the app to see if it registered it

3. Checking your wifi account and password are correct

4. Calling your Internet provider instead of SimpliSafe

5. Rebuilding your home so it works with SimpliSafe

I don't have patience with technology. It's 2022. If their real tech people can't figure out how to program it to connect to a wifi system, the customer support people who have probably never even seen one of the systems will only put you in a frustrating circle. Ever gone to a mechanic with engine problems and been asked if you tried rolling the windows up and down? No? Well if you ever got asked that question, you'd never go back to that mechanic. My system worked great out of the box... it was set up and worked immediately. If it didn't, it would be in a box going back to the team who put it together. I have done that with multiple tech products over time. I don't have time to beta test products for companies. It either works or it doesn't. I feel your pain and frustration. Try... try twice... and then off it goes, back to the company who sent it.

2 Messages

2 years ago

I don’t know what to do, 2.5 hrs with technical support last month because of the wireless cameras will not connect to the router. 20 window and door sensors work great, indoor cameras work great doorbell camera works great but not the wireless outdoor cameras. They sent 3 new ones but still having the same issues called Tech support and they don’t know what to do,should  I send everything back and go with another system?

Community Admin

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5.7K Messages

@gperry3​ sorry to hear that you're having this trouble as well. I have some questions for you that might help with finding an answer:

  • What is the make and model of your WiFi router?
  • If you're able to find them, what are the settings of your WiFi network? For example, is it broadcasting on 2.4GHz? What encryption is enabled?
  • Do you have a mesh network?
  • What troubleshooting steps have you already tried with our Support team (other than replacement)?

We do have a guide on our Help Center with some steps that might help.

1 Message

Same problem. Tech support replaced my base station. Still same problem. Set camera on to of router same problem. Turned 5g off completely. Same problem. My Arlos in another home never fail. Outdoor battery operated no fail. 

8 Messages

2 years ago

Same issue here. Everything including the indoor cameras work fine. I too have spent several hours, 2 or more hours with tech support and waited for 2 new batteries. Then after spending more time on the phone 2 more cameras. Nothing works I have a dual network also and have tried everything. They also sent me an email after I purchased everything that they cannot dispatch the police where I live without video verification. Sigh…

Community Admin

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5.7K Messages

@fastpat101​ sorry to hear you've had so much trouble.

Have you already tried setting up a Guest WiFi network that only your SimpliSafe components would connect to? It might help to set it up with WPA2 encryption, locked to the 2.4GHz band.

2 Messages

2 years ago

I finally got it working after I did this









Posted by howartthough
Outdoor Cameras Not Connecting to Xfinity (FIX)
Hi guys!
Spent the last 3 hours going crazy over this. Just got the new XB8 gateway from Xfinity and my outdoor cameras suddenly
quit working.
Issue lies within WA settings. The new gateways run on WPA3 and the outdoor cameras need to access via WPA2.
This can be changed from your Xfinity app.
Clicking on the little person in the top left.
• Scrolling down to more resources.
• Clicking advanced security
Turning advanced security off.
Then back to main menu. Click connect at the bottom. Click your wifi name Click the pencil in the top right
Here is where you can adjust WPA3 to WPA2.
Immediately connected and all my problems were solved

2 Messages

@gperry3​ Thanks for posting. After hours of troubleshooting and chat with support this also solved my problems with the new Xfinity gateway. 

2 Messages

2 years ago

Our mobile app lost connection with base station while we were on vacation. I logged out of account and logged back in. Still didnt see our overview. When we got home, I had to reconnect to base via QR code on bottom. I was able to reconnect all sensors and an indoor camera, BUT our outdoor camera will not connect. Our system had been running for about a yr w/o any real issues. I spent an hr on phone w support and still no success reconnecting outdoor camera. We have google fiber and mesh network.

8 Messages

2 years ago

 Try going into your Wi-Fi settings, usually where you change your Wi-Fi password. Change the security setting to WPA 2. The outdoor cameras will not connect with WPA 3. Your internet provider may have updated it from 2 to 3 since your initial install. 

2 Messages

@fastpat101​ I went into network setting via google home and security is set to wpa 2. The toggle to enable wpa 3 is off.

i also have an AirPort Extreme on Network and I set its radio to 2.4 only and tried connection while sitting next to airport. Still won’t connect.

8 Messages

 If you have a dual band router try changing the password on the 5 and or 6ghz. Leave the 2.4ghz the same. Then once the app says connecting to Wi-Fi go to your keypad and advance it till you see the connecting circle on the display. 

8 Messages

Sigh…

2 years ago

I'm having the same exact issue as well, Outdoor Camera gets to last step but won't connect to my wifi network. I actually already have an outdoor camera set-up, I'm just trying to set-up this new one for my front yard. I'm connecting it to the same wifi network (yes 2.4) as my other outdoor camera is connected to which works without any problems. So it's definitely an issue on SimpliSafe's side, either with their Outdoor Camera hardware or their systems software

Community Admin

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5.7K Messages

@Jonathan_Thienes​ what's the exact last step that you're having trouble with (if you can share a screenshot, that could help)?

If you already have one Outdoor Camera, then that somewhat proves that it's not the network that's the issue. But it could be that specific unit with a hardware problem, or an issue with the camera registering in our system (like an incorrect serial number). Our Support team at 800-548-5908 should be able to help, and that might involve a replacement.

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