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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…….

1 Message

1 year ago

New Comcast routers do not allow 802.11B which is likely the problem. It's a shame that Simplisafe is still using an old protocol on the cameras

1 Message

1 year ago

I have been having the same trouble with my camera is not connecting to Wi-Fi, as most of you discussing this in this forum. Here's what I did to fix mine. After reading about someone changing the security to WPA2, I tried that but it didn't work. So I created a separate SSID that was open, requiring no password. This fixed all my cameras, as they connected to this open network with no problem. Once I got them connected, I hid the network so it's not visible to the public. Hope this helps someone else.

(edited)

2 Messages

1 year ago

This is insane. I am on my second outdoor camer. I have switched my network to WPA2. I've reinstalled the app, I've charged the batteries. I don't have a big house so the camera is very close to the modem. I contacted Xfinity to make sure there was nothing blocking the connection. I removed and then readded my doorbell and indoor cameras and they work fine. 

Reading this thread is disheartening and the CSR don't seem to recognize that this is a major equipment flaw. When you have this many people experiencing the same problem and then have the nerve to say this isn't a common issue, it's frustrating to say the least. 

I'm about to scrap the entire system and switch to Ring or use Xfinity's service. I've been waiting for someone from Simplisafe's engineering and tech support department to call me for over a week. When I called them they said I just have to be patient. I've already mounted the solar panel to my roof and the base for the camera to the siding on my house. Now what? I have to remove them and fill in the holes and send this POS camera back? 

Community Admin

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2.6K Messages

Hi @babarredo​, 

I'm sorry to hear that you're experiencing this issue! Reading through the troubleshooting steps you have already taken, have you tried resetting your Outdoor Camera? You can do so 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

4 Messages

11 months ago

Their outdoor cameras are worthless.  I bought 9 outdoor cameras when we installed this system along with indoor cameras and countless motion and glass sensors.  We have not issues with any connectivity with any device except the outdoor cameras.  They are constantly disconnecting and not recording.  We have literally replaced every camera with new ones since the date of initial installation and they still have the same issue.  SimpleSafe needs to come clean and fix this issue.  It is clear with simple Google searches that their is widespread issues with their outdoor cameras and for them to continue to sell this junk is complete fraud.  I feel a class action law suit coming.......

Community Admin

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5.3K Messages

@patact​ part of the struggle there might be the fact that you have nine cameras, which is a lot of bandwidth. The math works out to a suggested 18mbps upload, on top of what your other WiFi-enabled devices are using up.

But the other piece is that since Outdoor Cameras are typically placed outside, you might run into a lot more interference. The cameras do need to link up not just with your WiFI router, but also the Base Station through the local radio signal. Moving the Base Station to a more open spot, where it would have a better time communicating, might help.

Of course, on top of that, there's a lot that we can do by optimizing the firmware as well. Our engineers have made big strides already in improving responsiveness over the past couple of versions, and another one is on the way in the next couple of months.

19 Messages

My cameras worked for well over a year with no issue… whatever firmware changes you guys made have screwed them up and they no longer work.

my other model cameras have no problems. It’s just the outdoor ones.

1 Message

11 months ago

I had similar/same issues. I would hear the base station find the outdoor camera and say "camera added" , but the screen wouldn't progress in the mobile app. I reset it (hold button for a long time), took the batteries out, restarted the whole thing, and still nothing. It would always say "camera added", but not progress from there. I tried this like 3 times.

I went to the website using my laptop and added the device using desktop browser. It found the outdoor camera and asked me to give it a name. I gave it a name and the process hung / didn't progress, similar to the phone.

I tried it again and selected to skip the naming, and same result.

I then went to the mobile app and under the devices it said I had a device that needed to finish setting up / naming. I finished the process from there and it seems to work so far.

2 Messages

11 months ago

When I say we tried everything, I mean it. The only thing that worked was changing the routers internet protocol from 802.11 ax to 802.11 b/g/n. Once the camera connected we were able to change it back. 

1 Message

11 months ago

They are well aware of the outside camera issues btw. I had the same issue with mine after coming back from vacation and updating my system. My outdoor camera would not no matter what I did hook back up. I called and the individual told me that they know of the issue and it’s something to do with the update and the Wi-Fi connection with the outdoor camera. They had me send my camera back and sent me a new one I just hooked up yesterday which hooked right up like they are supposed to and like the first one did until the update. They know the problem exists, they are the ones that told me only after I called becomes I got so frustrated trying to get it to connect after charging and updating my system. 

1 Message

11 months ago

I have had this system for a year and have also literally tried everything here.  How are these things so popular?  I give these a try every 3 months hoping that something had changed and I get nothing.  3-6 hours with support each time.

Community Admin

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2.6K Messages

@elzeinfam​ I see that you have already been in contact with our Support team and they're sending you a replacement. If you continue to experience this issue with your new camera, please let me know!

3 Messages

10 months ago

I also had an outdoor camera that was working great until suddenly it didn’t want to connect to the network anymore.

Judging by this thread, I’m far from the only person to have an issue. And it looks like the only (possible) solution is to run an entirely separate network on 2.4Ghz with WPA2 encryption instead of WPA3…all to get one camera to work, when all my other cameras (interior and doorbell) work just fine on my regular network. How does that make any sense from a design standpoint?! Is there any plan to make an outdoor camera that doesn’t require a comically-precise comedy of errors to work?

Community Admin

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2.6K Messages

@patcollman​ we continue to invest in our products and improve them to create the best experience for our users as possible. When setting up any SimpliSafe system, we do recommend connecting it to a 2.4GHz guest network with WPA3/2 mixed mode enabled for optimum performance. I would try doing this to reconnect your Outdoor Camera.

1 Message

9 months ago

So, what I'm gathering is we need to wrap our minds around switching to another monitoring system. Our outdoor camera worked fine for about a year, now it refuses to connect to the wifi. We've followed the troubleshooting steps many times over, to no avail. No, I'm not changing anything on my router. All the other cameras work fine, and the outdoor camera was working fine, until the latest update. Doesn't appear to be any resolution from SimpliSafe in the foreseeable future. Super-frustrating. 

Community Admin

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5.3K Messages

@ksears80​ could you elaborate a bit more on the troubleshooting steps you've tried? And what symptoms you're seeing right now? Our engineers are working on this issue right now which might be what you're seeing. For now, the next step to get your camera online ASAP would be a replacement, which our Support team can help with.

19 Messages

@ksears80​ it’s sad but that seems to be the only solution.. SimpliSafe support is non-existent.

my only “work around” is that I have my router reboot once a day at 3am and the outdoor camera will work for a few hours after that and then go offline by the next night. The indoor cameras (even my indoor camera with an outdoor housing) have no issues at all. It’s only the outdoor camera that is garbage.

1 Message

9 months ago

Same issue as everyone else. Outdoor camera simply wont connect to Wifi. All indoor cameras connect just fine. I've done the 'remove and 16s reset' probably like a dozen times now. Tried every other solution suggested in the thread. Nothing works. Absolutely ludicrous situation. Should've never bought this.

Community Admin

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2.6K Messages

@ash93​ I'm very sorry to hear this. Since the other troubleshooting steps provided in this thread haven't been helpful for you either, I would recommend reaching out to our Support team for additional assistance. 

19 Messages

@ash93​ it’s amazing that SimpliSafe does nothing about this. It’s clearly a software /firmware issue because these issues didn’t start until a recent update. 

1 Message

9 months ago

@mycoangelo ​ hi, I’ve tried all of the steps you tried and I’m experiencing the same problem. Did you ever find a resolution? Thanks 

This comment was created from this reply

Community Admin

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2.6K Messages

Hi @courtbwmn​, 

If you have not tried resetting your Outdoor Camera yet, I would also recommend doing that. You can reset the camera by pressing and holding the pairing button on the back of the camera for 30 seconds. It may also be helpful to create a separate 2.4GHz guest network and connect only your SimpliSafe devices to it.

3 Messages

8 months ago

I am having the same exact problem except one camera WILL connect and the other two will not. The one that will connect was a replacement camera sent to me. Are the other two cameras bad? I have followed all the trouble shooting steps listed in this thread and on the Reddit forum to no avail. The system with monitoring works great, this second system with no monitoring will not let my cameras connect to WiFi except for the new replacement camera.

(edited)

Community Admin

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5.3K Messages

@genekeenan​ could you elaborate a little more on what troubleshooting steps you've tried? It would be particularly helpful to know where in the setup process you're getting stuck, and what error messages or symptoms you're seeing.

34 Messages

I’m also pulling my hair out. It worked for years then suddenly stopped working a few months ago. I’ve restarted, reconnected, changed to 2.4 then pulled out a new camera that I hadn’t set up yet. it connected lasted like a day. Now that one still triggers motion in the ap. But I don’t get  images. 
something tells me it’s that my base station is not connected to the same node of my mesh network. It kills me that this lasted a year and then I lost the ability to use my outdoor cameras

Community Admin

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2.6K Messages

@jtjordan​ Did you recently change your Wi-Fi network? Or is it still the same as before? If your network didn't change and your camera is now experiencing issues connecting to your Wi-Fi, I would recommend running the Connection Check tool in the SimpliSafe mobile app. This will check your camera's connection and diagnose any potential issues. In this Help Center article, we explain how to use the Connection Check tool, and further troubleshooting steps to take depending on your results. 

34 Messages

no I didn’t change anything on my network. It seems like was when the engineers at ss changed something. I’ve been a part of this community for years. The amount of activity on this issue tells me that it isn’t me. 
I moved the old non-working one in close to the base station. connected to the same node as the base station and now it works.
It’s a mesh network node use case problem maybe?

Community Admin

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2.6K Messages

@jtjordan​ If the camera had been jumping around nodes, it could have connected to a node with a poorer connection which might've cause this problem. I would keep this camera on the node you currently have it connected to, since that seems to have fixed your problem.

1 Message

7 months ago

Same for me. This is trash. 

Community Admin

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5.3K Messages

Sorry to hear you've been having trouble. If you could give us a bit more info about what symptoms you're seeing, and what troubleshooting you've already tried, we can help. We also have a guide on our Help Center that includes diagnostics tools to identify potential issues.

1 Message

5 months ago

Rebooting the base station gets my cameras working, but only for a day or so . Although the funny thing is when I can’t go live the cameras will still detect motion, send a alert and make a recording 

Community Admin

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2.6K Messages

@ruyter65​ If you haven't already, I would recommend using the Connection Check tool in the SimpliSafe mobile app to diagnose your cameras' connection, which can help get to the bottom why your cameras keep disconnecting from your Wi-Fi network. We provide step-by-step instructions on how you can use the Connection Check tool in this Help Center article.

3 Messages

Done that, connection strength good, cameras connect erratically and very slow to make a connection when they do. Sometimes they just simply don’t connect, so I got told, well that’s that, must be your WiFi & internet (mesh). So I pulled out all  mesh  connections, pulled CAT6 to all 8 locations with UniFi AP’s gen6 at each location - short response - useless.

I pulled all 8 SimpliSafe outdoor cameras out and got immediately and reliably connected on different cameras from a known and reliable outdoor camera vendor

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