‎Outdoor camera won’t connect to wifi | Page 4 | SimpliSafe Support Home
 
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…….

3 months ago

I've got 3 separate security systAll the same BS. All cameras worked flawlessly for 6 months, then 6 cameras stopped working, disappeared on the home system, 6 on the office system a d 2 on our equipment storage building. All all disappeared from the app. Have spent doze s of hours on a solution and have nothing. But all other items connected and cameras are ok. Just exterior cameras 

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2.6K Messages

@firelandsplumbing​ Are you able to see these cameras in the SimpliSafe web app, or are they gone from there as well? Also, have you already tried resetting your Outdoor Cameras? If not, I would recommend trying that by pressing and holding the button on the back of the camera for 30 seconds. Once you release the button, you will be prompted to set it back up in the SimpliSafe mobile app. 

And have you already gotten in touch with our Support team on this? They'll be able to take a deeper look into your account to see why this may have happened.

(edited)

9 Messages

3 months ago

Gonna throw my experience into the discussion here in the off chance it might help from a troubleshooting standpoint:

We got a brand new system about a week ago. The base station, keypad, and outdoor cameras won't connect to my wifi. I worked on hospital networked systems for 25 years, so I am no rookie when it comes to routers and wifi setup and security.

The system is set for ONLY 2.4 GHxz (the 5 GHz band is turned off) and I am using WPA2 security.

I can connect other devices in the home (my iPhone, wife's iPhone, son's Laptop, etc.) to this network with no issues whatsoever.

But the SimpliSafe equipment will do the following:

- Find the wifi network when searching for networks

- Accept the password (which has been verified in the router and on the devices and again pointing out that password works for other devices just fine)

- (Base station) Fails to connect at this point

- (Hand Controller) States it is connected, but when you attempt an update or anything like that, it reports it has no wifi connection.

- Both the hand controller and base station show up on my router's network map, so I know they are being assigned a MAC and IP by the DHCP, but nevertheless, they are not connected as far as SImpliSafe is concerned. On the Customer Service reps end, she sees "Connecting..." and cannot push data to them.

One interesting tidbit here. As a troubleshooting step, we turned on the hotspot on many wife's iPhone and tried connecting the base station and keypad to that, and it worked immediately. We were even able to download the latest firmware updates for the system this way. My hope was that the updates might resolve the connection issues with my router, but they did not.

After receiving the firmware updates and verifying the firmware version (2.14.10.0) on the app, we tried to connect to the router again. Same problem as described above. No change.

At this point, the CS rep is sending me out an extender that she says she has an easy time connecting SimpliSafe devices to. The hope here is that the extender will connect to my router and serve the same function as the hotspot did - allowing me to connect the base station and keypad (and then cameras) to the extender.

I'll have to report back here if that works as I have not yet received the extender - it just shipped yesterday.

As others have suggested in this thread, all the symptoms seem to point to a problem in the software handshaking between SImpliSafe devices and routers. The problem does not appear to be on my end for the following reasons:

Lynksys AC2200 Router:

- I am using 2.4 GHz (as required)

- I am using WPA2 encryption (as required)

- I can freely connect multiple other devices in my home to this network with no issues.

I have ever tried connecting the system to another router in my home that is a slightly older Linksys WRT1900ACS and it still won't connect. Also with 2.4 and WPA2.

Why your system will connect to an iPhone hotspot and not to a Linksys router directly is a question worth having your engineers look into. There is something inherently different in the way your software sees one versus the other. I have tried researching this myself, but have yet to find an answer.

If the extender doesn't work I'll have no choice to box the system up and return it.

If it does work, I'll report back here, but it also tells a similar story of why your devices would connect to the extender and not directly to the router (as they should!).

I have certainly learned one valuable lesson through all of this. Any wifi device I purchase in the future will be researched for connectivity issues prior to pulling the trigger. Would love to have known all of this before I made the purchase! So many wasted hours! =/

9 Messages

Update 1/12/2023:

They sent me a TP-Link AC750 Mesh WiFi Extender. The extender successfully connected to my WiFi network, but...big surprise...The SimpliSafe Base Station still cannot connect.

The App and the keypad REPORT that they are connected, but they are not. I cannot perform a check for updates without being prompted that I have no internet connection, despite the fact that I can connect to that 2.4 GHz network with my iPhone, my son's laptop, etc., and browse the internet just fine.

At this point, I'm just done with this whole thing. I'm not willing to spend any more hours on the phone with technical support, I'm not willing to perform my 20th factory reset, I'm just done.

I am pulling down all the sensors, the motion detector, the keypad, all of it. I'm boxing it all up, returning it, and getting my money back.

If your "smart" devices cannot do what all the other smart devices in my home do without having to get on the phone and waste hours with tech support, then they aren't "smart".

If a person with over 25 years of experience dealing with complex hospital networks, and who has dozens of other devices successfully connected to his network, can't perform your "simple", "smart", setup, then you have issues!!

Fix your app. Fix your hardware. Respect people's time and effort.

SimpliSafe isn't ready for prime time yet.

Buyers beware!

19 Messages

@Cory_Hulet​ it’s amazing SimpliSafe support just doesn’t care. 

2 Messages

3 months ago

I'm having trouble with the outdoor camera connectivity too.  All of the other parts of the system have largely worked well.  The outdoor cameras don't seem ready for prime time.  I can test, resest, add range extenders, or have the cameras within 15' of a wireless network source and they still drop.  I test connectivity in the app and it says three out of three bars - connection is good.... and then they drop.  Very disappointed.

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5.3K Messages

@kevinfrowe​ when you say that the connection for you camera 'drops', what do you mean? Are you having trouble livestreaming?

Or is it that you're seeing an "Offline" status for that camera?

2 Messages

I agree with everyone. The outdoor cameras don't work well. There are so many negative posts online but Simplisafe refuses to acknowledge the numerous problems. I constantly get the "offline" message and my camera is only 15ft away from the base. I use a NetGear Orbi 860 (1 base and 2 satellites) and my download speeds are 1 Gig. But it still doesn't help the poorly designed and poorly built outdoor cameras. 

2 Messages

@davey_d​ both

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5.3K Messages

@kevinfrowe​ thanks for confirming. How far is the camera from your Base Station, and what's in between?

The Base Station is what sends the signal to the Outdoor Camera to wake up from deep sleep, so if there's something blocking that connection, the Outdoor Camera may lag. It might help to move the Base Station, if you haven't already - at least to test it out.

1 Message

2 months ago

Same issue. Was hoping to find the answer here but looks like there’s no solution . Camera worked flawlessly until we had a Wi-Fi outage and then it would never reconnect.  Have removed the camera from my system/app, removed the battery and fully charged it. I’ve held the back button for 16 seconds and this camera will not reboot to be re-added to my system.

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2.6K Messages

@lkesteele​ When resetting the Outdoor Camera, firmly press on the pairing button with both thumbs, if possible, for about 30 seconds. You'll know the camera has successfully reset once you hear it chime. 

34 Messages

2 months ago

I’m all working perfectly now. The latest firmware has resolved my issues. Good battery life and solid connection 

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@jtjordan​  how did you get them to update th firmware??

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@jtjordan​ wish I could download the new firmware, but my camera still won’t reconnect to WiFi 😩 decided to try the prescribed fixes again after a few months of waiting to see if the issue is resolved but still no luck. Simplisafe should send us all new cameras. So shoddy

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2.6K Messages

@Pdx​ The Outdoor Cameras update automatically, so no action needs to be taken to prompt a firmware update. Updates are also slowly rolled out to all cameras, so if your camera has not updated yet it should soon.

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2.6K Messages

@dfdabney​ If the recommended troubleshooting steps in this thread did not help the camera reconnect to Wi-Fi, I would then recommend contacting our Support team for further assistance. 

34 Messages

2 months ago

I’m all working perfectly now. The latest firmware has resolved my issues. Good battery life and solid connection 

2 Messages

2 months ago

@datavortex​ Performance Mode (which kicks in when your camera is plugged into AC and is over 90% charged) speeds up your livestream by keeping the camera awake so it's always ready to start streaming or recording.

But it sounds like your actual issue is more with the WiFi connectivity. Have you tried the Connection Check tool in the SimpliSafe app yet? That can help us diagnose the connection and figure out how to improve it. We have more info on this page.

(edited)

Community Admin

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5.3K Messages

@datavortex​ Performance Mode (which kicks in when your camera is plugged into AC and is over 90% charged) speeds up your livestream by keeping the camera awake so it's always ready to start connecting.

But it sounds like your actual issue is more with the WiFi connectivity. Have you tried the Connection Check tool in the SimpliSafe app yet? That can help us diagnose the connection and figure out how to improve it. We have more info on this page.

2 Messages

24 days ago

I am having similar issues. On my fourth replacement now. Works fine for months. Then randomly when the battery needs replaced I put my spare in that is fully charged and once doing that have all kinds of issues with getting it to connect. Support just has me jump though all kinds of hoops and finally gives up and sends me a new one. A replacement camera should not be the solution to the problem.

2 Messages

24 days ago

This issue has cost them my business after several years. I’m sure I am not the only one.

1 Message

21 days ago

I got my system maybe 2 or 3 months ago and my first outdoor camera and my indoor camera paired fine but my second outdoor camera refuses to have an initial install and pair to my wifi. I have tried using a different battery and also plugging it into my solar, and I have never gotten it to connect. Even tried the rebooting by holding the button down for 16 seconds.

Community Admin

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2.6K Messages

@malwillis10​ Do you see any flashing light on your Outdoor Camera when you try to pair it to your Base Station? And do you get any error message in the SimpliSafe mobile app when you try to set it up? I would also recommend reaching out to our Support team for some real time assistance on getting this camera added to your system.

9 Messages

21 days ago

It’s hilarious that SS won’t acknowledge the problem are the cameras themselves.  Other battery cameras (RING) work fantastic in the exact same spot on the exact same WiFi network.  But yeah, run the WiFi connectivity tool again, lol!!!!

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