Outdoor camera won’t connect to wifi

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.

@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. 

@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.

@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. 

@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.

It’s clear from reading here that this is a widespread issue and no solution has been found for months. This camera was the reason I got this service. I’m not sure what to do at this point. Please send out communication on this matter to your customers. 

@linuxgam​ I'm having nearly the exact same issue. I have a Doorbell cam, an indoor cam and an outdoor cam already installed. When trying to connect another outdoor cam I have run into the same problem over and over (it will not connect to the wifi to complete the install). 

I have spent countless hours troubleshooting this over the phone but there has to be something else going on.

@benr​ I would try removing the Outdoor Camera that will not connect your WiFi from your account and then add it back. If that does not work, I would perform a reset on the camera. You can do that by taking the following 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 both of those potential solutions do not work, we may need to replace this Outdoor Camera completely. Our Support team can help with that.

@emily_s​ I have tried troubleshooting already and nothing seems to fix it.

@dixxie​ 

Was running into the above mentioned issues with brand-new cameras not connecting to Wi-Fi. Tried different cameras, Different routers, modifying router settings etc. Nothing worked.

The fix turned out to be simple. 

Uninstalling the SimpliSafe app from the phone and reinstalling the app fixed all issues.

@rivids​ just tried this and, in fact, it did not fix my issue.

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. 

@alexandria_c​ @mikekuo 

THIS IS EXACTLY WHAT HAPPENED TO ME! I CANNOT BEGIN TO EXPLAIN HOW MUCH FAITH I HAVE LOST IN SIMPLISAFE EVER SINCE THAT HAPPENED. 

THE DAY MY MONITORING SERVICE WAS CANCELLED, ALL OF MY LOCKS AND CAMERAS HAD TO BE SETUP FROM SCRATCH. AND I HAVE NOT BEEN ABLE TO GET THE CAMERAS TO CONNECT EVER SINCE. I HAVE SPENT COUNTLESS HOURS TRYING TO RESOLVE THIS.

BUT, @alexandria_c​, I CAN ABSOLUTELY ASSURE YOU THAT NOT ONLY DOES THIS NEED TO BE LOOKED INTO, BUT YOU SHOULD REALLY DO MORE TO TROUBLESHOOT BEFORE POINTING THE BLAME TOWARD THE CUSTOMER.

@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.

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.

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).

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.  

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.

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.

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

Replacement cameras are not the fix!!! Try changing the security settings on your router to WPA 2. It worked for me!

Hi @amcphail5​, 

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

@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

@amcphail5​ 

Was running into the above mentioned issues with brand-new cameras not connecting to Wi-Fi. Tried different cameras, Different routers, modifying router settings etc. Nothing worked.

The fix turned out to be simple. 

Uninstalling the SimpliSafe app from the phone and reinstalling the app fixed all issues.

@ewlarson7​ Ok so disabling 6ghz and 5 ghz did not fix the issue. Attempted connection on only 2.4ghz. 

What's interesting is that I would guess that most people having this issue are utilizing WPA3-Transition Only or WPA3-Personal Only as a means of encryption, which is why the older legacy code on those outdoor cameras can't connect. 

I'm hoping that somewhere at SimpliSafe there's a Scrum Master ripping out their hair trying to see when they can find time to make their Product Owner happy in developing a new branch that allows for WPA3 encryption compatibility.

@ewlarson7​ 

That's the fix confirmed. 

Has to be on WPA2-AES; WPA3 does not connect for the outdoor cameras. 

I was able to get both of them connected ok on WPA2

@ewlarson7​  thank you! After a lot of frustration and returning cameras, getting new ones, etc. changing to WPA 2 worked like a charm! Maybe SimpliSafe should hire you…or maybe give you a free subscription or something, Thanks again!

@bhac3​ I think SimpliSafe just got lucky, I've worked in cybersecurity long enough to be able to troubleshoot and packet watch a lot of these things. 

Glad it worked out for you! have a good one 

@ewlarson7 switching my 2.4ghz network to WPA2 from WPA3 helped me FINALLY too! THANK YOU.

it took a new camera, re-jiggering my comcast xfi (luckily can do that in the app). 

Concerned about how splitting bands will affect our overall house internet, but i guess that remains to be seen...

@davey_d please communicate back to product dev team that we need these cameras to be compatible with the latest and greatest modems/routers. i am hoping that within the year these cameras can handle 5 ghz bands since that seems to be default on home wifi systems...

@bhac3​ 

Was running into the above mentioned issues with brand-new cameras not connecting to Wi-Fi. Tried different cameras, Different routers, modifying router settings etc. Nothing worked.

The fix turned out to be simple. 

Uninstalling the SimpliSafe app from the phone and reinstalling the app fixed all issues.

@bhac3​ I just got off the internet chat with Xfinity and they updated my network setting to WPA2 and it didn't work. Any suggestions? 

@rivids​ this did not work

Hi @mycoangelo ​, 

It seems that your Outdoor Camera is connecting to your Wi-Fi, but it's not connecting to your Base Station. I'd first make sure the version of the SimpliSafe app is up to date; and check to see if any of your SimpliSafe devices need a firmware update.

If everything is up to date, I would reset your Outdoor Camera. To do this, press and hold the button on your camera for 20-30 seconds until the white light starts flashing.

@emily_s​ 

I’ve done all of this. Everything up to date on keypad and app. I hear camera added from the base station. Then it goes to connect to wifi and I get an error in the app. Camera continues to flash white, even after I see it pop into my router app.

Updated app.

Updated keypad.

Deleted camera from keypad.

Reset camera.

Removed battery.

Locked onto 2.4 and WPA2 in router app.

Uninstalled app.

Reinstalled app.

Signed in and clicked add new camera.

Put battery in camera.

White light flashing.

Walked through setup.

Base station says camera added.

Click button to connect to wifi.

See “your camera could not connect to wifi” as I simultaneously get an alert from my router app that it’s connected. Click retry multiple times. Keep getting error.

White light continues to flash.

Hi @mycoangelo , 

Thank you for listing out all the troubleshooting steps you've taken, this is very helpful for me. Seeing this, it seems that your Outdoor Camera is having trouble communicating with your Base Station. If you contact our Support Team, they can help you get a replacement. 

@emily_s​ 

I’ve had them less than a week. Is it normal for your products to not work so shortly after install? It’s all three cameras and three spare batteries. Will replacements be needed every time they are disconnected from the wifi?

@mycoangelo ,

No, this is certainly not normal; and a replacement will not be needed every time your Outdoor Cameras are disconnected from your Wi-Fi. It appears that there's an issue with your current cameras. Our Support team can help you get a replacement. 

@Davidandniloo​ Yes, my ASUS router has had issues with other limited or old devices.

In this case, I cannot get a camera to connect, no matter what I try. I even added a Linksys router to try at WPA2 (personal, enterprise, mixed) and set the mode at 802.11b only.