‎Outdoor camera won’t connect to wifi | SimpliSafe Help Center
IMPORTANT: For systems purchased before 2020, you may lose connection to professional monitoring as of 12/31/22 if your Base Station 2G cellular module is not upgraded. Call us or check your SimpliSafe app Overview screen to see if your system is affected.
 
boognish7's profile

Tuesday, November 8th, 2022 3:20 AM

Outdoor camera won’t connect to wifi

Following all recommendations but still won’t connect. Connected fine and worked fine for weeks. Both outdoor cameras went offline and won’t reconnect no matter what I do. Close to dumping the whole system for my home and business and buying new one. Not worth the time to sit in the phone to be told to do the same thing that I’ve tried many times. One last chance…….

Community Admin

 • 

4.1K Messages

3 months ago

Hi,

 

So sorry to hear that you're having trouble. You mention that your cameras had been connected previously. Have you made any change to your WiFi network settings at all?

 

It might help to try a reset, if you haven't already:

  1. Look for the Pairing button on the back of the Outdoor Camera
  2. Press and hold that button for 16 seconds
  3. When your release, the camera should reboot
  4. You can then reinstall the camera like new in the SimpliSafe app

2 Messages

3 months ago

Already tried that.tried removing camera and re-installing . No new changes to Wi-Fi.

Community Admin

 • 

4.1K Messages

What happens during that process? Is the camera able to reboot succesfully? Do you get stuck at a certain point during the app install?

 

It would have more detail on where you'e getting stuck, as that might point towards the issue.

3 Messages

@boognish7​ same exact problem. They sent out another battery, both batteries are fine, it has nothing to do with the battery. The camera absolutely refuses to reconnect. 

Community Admin

 • 

4.1K Messages

@pkeddie88​ did you also try resetting the camera? You can do so by holding the button in the back of the camera for 16 seconds. When you release, it will reboot into setup mode, and you can set it up like a new camera on the SimpliSafe app.

If that doesn't work, the next step is a replacement of the whole camera.

3 Messages

@davey_d yes I was on phone with tech support and attempted the reset twice to no avail. The camera refuses to go into setup/connect mode. It is effectively orphaned from the system. 

1 Message

30 days ago

Problem: Simplisafe Outdoor Camera will not connect to wifi

My router is a Synology RT2600C with two Synology Mesh Routers MR2200ac. I have a Simplisafe Doorbell camera and one inside camera both attached to my guest network. Both are working fine.

I purchased a Simplisafe Outdoor camera an tried numerous times to connect it to my guest network and it always failed in the last step connect to wifi. I contacted Tech Support and spent another hour going through all the steps with them with same results. They sent me a replacement. I have tried numerous times trying to get it to connect to the wifi, but it failes to connect to wifi. I have my Guest network only transmitting on 2.4 band.

Each time I try I do the following:

1. I recharge the battery to 100%

2. I go to the Key Pad and remove the Outdoor camera from the base station

3. I hold the button on the back of the camera for 16 seconds to reset it

4. I go to my Simplisafe App an add a camera

5. The base station acknowledges the camera

6. I select my Guest network and verify that I have entered the password correctly and

I get the warning it is taking a long time. The camera is blinking white. Finally I get

the failed, try again message.

I log into my Router and go to the network and look at the CLIENT LIST. The Outdoor camera is in the list and displays the MAC and IP info. It is connected to my Guest Network. I go to my Simplisafe keypad and I see the Outdoor camera in the device list. But when I go into the Simplisafe App on my Android 12 phone I get the message that the camera is not installed and do you want to continue?

I think you have a programming error in your installation software, where it is no recognizing that the wifi IS CONNECTED. It could be something simple like a wait time setting that is set too small a value.

It is to bad that the App leaves you in this state, because if it would let you go into the camera network setting it probably would fix the problem.

I feel there is nothing wrong with the original Outdoor camera or the replacement, so sending another one would be a waste of time and expense.

Community Admin

 • 

4.1K Messages

@linuxgam​ thanks for reporting. The problem might also be somewhere in the communication between your router and the wider internet (which is how the camera can talk to our servers).

That guest network that you want the Outdoor Camera to connect to - is it currently set to WPA3 encryption? We've been hearing about compatibility issues that our engineers are currently working to resolve. But in the meantime, if you set it to WPA3 Mixed Mode, or WPA2, the camera might have a better time connecting.

1 Message

26 days ago

I've followed all the same troubleshooting steps described and I still cannot get my outdoor camera to connect to wifi. It's very frustrating. 

1 Message

22 days ago

I am in the same situation as boognish7, dixxie, and pkeddie88 above.  Have been using SimpliSafe with monitoring since this summer and yesterday decided to cancel the monitoring service.  When that process was completed over the phone, I clicked on the SimpliSafe app and found that I had to setup the system all over again.  The process was straightforward and easy, and it seemed to remember all my devices -- until I got to the camera wifi connection step.  There have been no changes to my wifi settings and all my other devices in my home which are connected to the wifi network are functioning normally.  The only change has been to cancel monitoring and re-setup the system as instructed by the app.  The discussion above is not encouraging and it is clear to me now from hearing from others that this not an issue with my home wifi network and is a program error from the security devices.  I would like to know how this can be resolved by SimpliSafe.

Community Admin

 • 

207 Messages

Hi @mikekuo​ welcome to the community!

When downgrading or canceling your monitoring service, you shouldn't have to set up your system as if it were new. The settings stay saved within the Base Station, and as long as you still have an account with basic app control enabled the transition should be rather seamless. 

It sounds like in this scenario the cameras might be attached to your old account, which might be the reason why you're unable to set them up again. You can try to reset the camera using the button on the top of the device. Simply power down the camera (unplug it) and when powering it on hold that button for about 10-20 seconds. If that fails to add after resetting it, the best option would be to contact our support team directly. You can reach out to them with the contact details here

3 Messages

21 days ago

Similar issue - outdoor camera won't connect to wifi network.  I spent 6 HOURS on phone w. SS techs.  They each gave up and sent new cameras -- but (of course) the same problems persist.

Blinking white light goes red immediate when pressing button to connect to nextwork per app.  

This is HORRIBLE!  No solution.  How can this be so difficult.

Note - Indoor camera connected no problem, it's just these crap outdoor ones.

Community Admin

 • 

4.1K Messages

@2728gkb​ it would be helpful to know what troubleshooting steps you've already gone through, so we can eliminate some possibilities.

For example, it might help to set up a dedicated secondary WiFi network, locked to the 2.4GHz band, as well as WPA2 encryption. These settings may help with compatibility issues.

3 Messages

Dave - Been there, done that.  Recall six hours, we tried everything.  Note - Flashing white light immediately goes to solid red after clicking button on back of camera to connect to nextwork.  No one could explain why that was happening.

Community Admin

 • 

4.1K Messages

Regarding that last piece: It means the camera can actually find the WiFi, but the "handshake" with your WiFi router for allowing the connection is being denied. So it's basically an issue with the device logging in. Either the password is incorrect, or the router's security settings are blocking the connection somehow.

That's why I suggested creating a secondary WiFi network on your router with different settings - namely WPA2 security (if you have a newer WiFi router, WPA3 would likely be the default).

3 Messages

D - I appreciate the feedback and suggestions.  Additional fact, I have a SS indoor camera that connected no problem; given that, do you still recommend the different security?  Are the indoor vs. outdoor cameras set up differently in that regard?  Also, can you pls provide a bit more detail on what you are asking me to do.  I have a brand new router from ATT, but I don't know if its WPA2 or 3.  Thanks for the engagement, I do appreciate it.  I just want these things to work.  

Community Admin

 • 

97 Messages

Hi @2728gkb,

I do still recommend you use a different security for your Outdoor Camera. The Outdoor Camera is built on a different platform and with a separate firmware from the Indoor Camera.

When it comes to setting up your secondary WiFi network, I recommend reaching out to your internet service provider or your router’s manufacturer for more info. Each router has a different way of setting up a secondary network, so they would know best.

Advocate

 • 

648 Messages

10 days ago

I have hooked up 13 systems for people the last year and one thing I found out is if you happen to have a VPN enabled it will not let the cameras work, it took me some time to figure it out but during an installation he said he does have a VPN and when he disconnected it bam all cameras were able to come on. Not saying that's the problem with everyone's cameras but just wanted to put that out there for anyone who has a VPN and is having trouble. 

2 Messages

8 days ago

We just tried for a few hours to install our outdoor cameras and tried all the troubleshooting and the cameras stall at the last step and will never connect to the WiFi. We have the WPA2 like it was suggested and nothing seems to work. If SS doesn't have a fix, I guess we find other cameras?

Community Admin

 • 

97 Messages

Hi @rhi0626​, 

I'm sorry to hear that! Have you tried resetting your camera? You can reset your camera by following these steps:

  1. Look for the Pairing button on the back of the Outdoor Camera
  2. Press and hold that button for 16 seconds
  3. When your release, the camera should reboot
  4. You can then reinstall the camera like new in the SimpliSafe app

If that doesn't help, the next step is a replacement of the whole camera. If you contact our Support team, they can get that replacement ordered for you.

2 Messages

Yes we have several times. The system recognizes the cameras, but the cameras won’t connect to wifi. I’ll contact customer support for replacements. Thank you

1 Message

3 days ago

In the same boat. My camera originally set up fine, but then disconnected when my plan was disconnected after my payment failed. Since then it’s said I unfinished setup in the app and connecting to Wi-Fi failed. 

Interestingly, until I reset I was still getting notifications that I could click into and see the live stream. So there was a connection as suspected above.

Anything work here? It is frustrating 😖

Community Admin

 • 

97 Messages

Hi @amcphail5​, 

There could be something cached on your app. Have you tried deleting the app and re-downloading it?

Advocate

 • 

648 Messages

@amcphail5​ when that happens it's not fully deleted out of system, go in your keypad and delete it from there as well and it should delete and then you can gonfrom there

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