‎Outdoor Camera Won’t Launch or Reset | SimpliSafe Support Home
 

4 Messages

Wednesday, August 31st, 2022 2:49 PM

Outdoor Camera Won’t Launch or Reset

- 4 Outdoor Cameras

- 2 recently say can’t connect

- WiFi is strong

- Battery Fully charged

- Called Support: Deleted camera, pulled battery, tried reinstalling, no chime, LED white then turns blue - not flashing white. Tried holding reset 30/60/60+ seconds. Camera won’t reset, no chime when reinstalling battery. Tried different battery.

- 1st camera that went bad was replaced by SimpliSafe

- 2nd camera just went bad

- Had a 3rd camera out of my 4 do the same thing but was able to pull the battery do the reset get the chime and reinstall.

- Concerned that 3 out of 4 outdoor cameras had this issue and two appear to be permanently out of service.

Anyone else have this issue?

Solution?

Community Admin

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5.7K Messages

2 years ago

Hi @rowanjr744 ,

So from what I understand, you're having connection issues with three out of your four Outdoor Cameras. You attempted a firmware reset on all three, and two seem to be unable to reset. And the third was able to reset. Is that third one now able to connect again?

Also, when performing the reset, are you taking the batteries out during the procedure? It's very important that you leave the battery in while the unit is rebooting, because what it's doing is clearing out its memory and starting fresh - and cutting the power may cause issues.

You also mention that you had been working with a Support agent during this troubleshooting. Did they escalate your case? If not, let me know. I can request a call to continue troubleshooting.

4 Messages

@davey_d

I worked through all the steps with SimpliSafe support for the first two cameras and did the procedures on my own for the third camera which I was able to get a chime when reinstalling the battery and get back running.

I did have the battery in when pressing the reset button as instructed and tried various batteries and methods, battery out for a long period then tried restarting.  No luck. Called Thursday and support is replacing my second camera too.  

concerned with this issue.

4 Messages

2 years ago

I worked through all the steps with SimpliSafe support for the first two cameras and did the procedures on my own for the third camera which I was able to get a chime when reinstalling the battery and get back running.

I did have the battery in when pressing the reset button as instructed and tried various batteries and methods, battery out for a long period then tried restarting.  No luck. Called Thursday and support is replacing my second camera too.  

concerned with this issue.

1 Message

2 years ago

my outdoor cam with not launch - Says camera is disconnected from the internet and it is not

This comment has been converted into a post

2 Messages

2 years ago

Yes I am currently having this issue with my outdoor camera. Were you able to figure out a solution? 

4 Messages

2 years ago

I had two cameras replaced by SimpliSafe.  A third I was able to take out the battery, let sit and then delete and add back.  If you get no chime when the battery is installed, you’ll need a new camera from SimlliSafe.  They’ve never gotten back to me Re: root cause.

1 Message

2 years ago

I'm having the same issue. We have 4 outdoor cameras, one hasn't been installed. The battery died on one and after recharging it wouldn't reconnect. It gives a single white light flash, then starts blinking blue, as if it's recording. Reset does nothing.

Two others are connected to solar panels so are fully charged, but also disconnected. One of those we took down, removed and replaced the battery, and now it won't come on at all. I will hopefully remove the other one today to see if it's salvageable.

We will probably set up the reserve camera for the time being, but this doesn't make me hopeful that it will last either. All cameras have been installed for about 5 months.

Community Admin

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5.7K Messages

@sawadiikha​ with three different cameras having trouble, it might be easier to troubleshoot live with our Support team. Have you already been working with them?

It sounds like all three are having trouble maintaining connection. The Outdoor Cameras do need to stay linked to both your router (through WiFi), and the Base Station (through the local radio - just like the sensors). You can find steps for troubleshooting your WiFi here, and the Base Station radio connection here.

1 Message

2 years ago

The alert for both cameras started coming to my phone several minutes after they noticed motion. Shortly after, they both stopped recording. What's up with that?

Community Admin

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5.7K Messages

@Robert54​ this sounds like a connectivity issue. Have you already been in contact with our Support team?

We also have a Help Center page with some troubleshooting steps.

1 Message

1 year ago

Same here.  3rd time.

Community Admin

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3.4K Messages

@joe_d16aa8​ If I have this correct, you're experiencing the exact same problem as the original poster in that after you reset an Outdoor Camera, you cannot add it back to your system? What symptoms is this camera experiencing - does it have any flashing lights?

1 Message

I continue to have those same problems had cameras replaced and everything . Simplisafe is on b.s my guess is they need better tech

8 months ago

I am having the same problem right now. Simplisafe CS is unreachable at all

Community Admin

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3.4K Messages

@victoriyafilippova​ Just so I have this right, even when you attempt to reset your Outdoor Camera, it still won't turn on? Is its battery charged?

This sounds like it may be a connectivity issue with your camera. We do have a troubleshooting guide in our Help Center to help address this. And our Support team is available from 8am-midnight ET to assist with live troubleshooting.

5 Messages

6 months ago

Mine was received and installed in December.  After a while it would stop working periodically (on and off) but for the last month it will only detect motion but not record any video.  Sounds like a systemic issue.  Not sure what to do.

Community Admin

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3.4K Messages

@Vince​ Have you already tried resetting your Outdoor Camera? If you haven't already, I would recommend following the steps in this Help Center article to reset it. 

We also have a guide in our Help Center to help troubleshoot why your camera may not be recording. This will take you through things like camera settings and the placement of the device to dig into why it may not be recording. 

1 Message

6 months ago

On my third camera and fourth battery

may end up just canceling 

Community Admin

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3.4K Messages

@vicki3537​ When resetting the Outdoor Camera, are you removing the battery from the device? It's important to keep the battery in the camera during a reset, as taking it out and removing power from the device could cause issues during the reset process. 

And when charging the Outdoor Camera's battery, it is being charged all the way? It takes up to 6 hours for the battery to charge completely - you'll know that the battery is charged all the way when all 3 lights on the battery are lit up and no longer pulsing. We also recommend using a 5V, 7.5W USB power adapter that supplies 1.5A of current when charging the Outdoor Camera's battery.

But if you've already attempted resetting the camera with the battery inside of the device, and its battery is charging all the way, please let me know and I can get you in touch with our specialist team to troubleshoot further.

3 Messages

4 months ago

Same problem here. Got one camera flashing blue, will not factory reset. Called support, they were no help. SO stuck with a trot line weight.

Community Admin

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3.4K Messages

@dwboswell1​ When attempting to reset the Outdoor Camera, does its light remain blinking blue? If so, that would indicate an issue with the device itself and would need to be replaced. Our Support team can help you with that.

But if the camera is exhibiting a different behavior please let me know and we can continue to troubleshoot here in the Community.

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