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rslatham

2 Messages

Monday, July 13th, 2020 3:53 AM

Simplicam Error Message-Can't find Wireless Network

My Simplicam will not connect to my home Wi-Fi. I have a personal Hotspot to which the camera connects seamlessly; however, when I try to connect to my AT&T 2.4 ghz modem, the Simplicam responds, "Can't find wireless network.'  The keypad and base station both connected on the first try, but not the camera.  Keep in mind that I've set up one of these systems before and am very familiar with how they connect and how they work, so this is far beyond me and evidently, to SS too.

I've spoken to two tech support people, I've added a separate Wi-Fi subnet, but to no avail. My sister had the same system and SS could not help her either-she cancelled her monitoring subscription.

Does anyone have any suggestions that will help get my camera connected?

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Updated 

2 years ago

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whoaru99

1.3K Messages

3 years ago

Is the AT&T WiFi router 2.4GHz only?

What I'm wondering is if your phone maybe is connected to a different SSID or wireless frequency, precluding the camera from getting the necessary information for the network?

Or, does the WiFi router have one of those ungodly long and or complex passwords that the camera doesn't like?

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rslatham

2 Messages

THE AT&T ROUTER. Thank you for responding. I called AT&T and they could not help me get the camera connected. They sent me a new modem and once it was connected, the camera still said "could not find wireless network'. I was about to give up and cancel my SimpliSafe account. In my last attempt to make this work, I changed the SSID and on the first attempt, the camera connected. Changing the network name was a suggestion I made to the AT&T tech before we ended our 1.5 hour-long session. She assured me that there was congestion on my home network and a new router would fix the problem.

You are partially correct that the problem was the AT&T router, but it wasn't the 2.4 GHz connection, it was using the default SSID and password, both for the old and the new routers. Changing the SSID and password made it work seamlessly!!! This is a message SimpliSafe should share with its customers who use AT&T as their Internet Service Provider.

Thank you for your input.

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3 years ago

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whoaru99

1.3K Messages

3 years ago

What was the SSID that was causing the problem of camera not being able to see the network?

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davey_d

Community Admin

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4.8K Messages

3 years ago

@rslatham

You might be onto something there. You of course already know that setting up your Simplicam requires creating a QR code on your phone that the camera can scan. The WiFi SSID and password are literally written into that QR code.

Unfortunately, this does mean that there's a limit to the character length of the SSID and password, since there's only so much that can fit. Similarly, some characters (like ;) are part of the code that the camera parses through. So if they're in the SSID or password, the scan won't work correctly.

Johnny M.
SimpliSafe Home Security

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rmhughes0711

5 Messages

What is the character length limit for the SSID and password?  Also, does the case matter?

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2 years ago

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rmhughes0711

5 Messages

2 years ago

I am having the same problem.  I renamed my SSID to an 8 character id and shortened the password.  The camera still can't connect.  What is up with that?   My gut tells me the problem lies with the QR code.  There is no way for me to verify the correct information is there.  The base pad lets you choose from a list of available networks.  Why can't the camera do the same?

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simplisafe_admin

Community Admin

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506 Messages

2 years ago

Hi @rmhughes0711,

You're saying that after scanning the QR code, the camera announces that it is attempting to connect to WiFi and then that it is having problems connecting to your WiFi? If so, are there any special characters or spaces in your WiFi name or password or only letters and numbers?

SimpliSafe Social Team
SimpliSafe Home Security

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rmhughes0711

5 Messages

No special characters.  As a matter of fact, I changed the name to 8 alpha characters and the same with the password hoping that would solve the problem.  Nope!

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2 years ago

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simplisafe_admin

Community Admin

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506 Messages

2 years ago

Is the error message that your camera is giving you about not being able to find the specified WiFi network as the title of this thread mentions? Or are you getting a more generic message that it had problems connecting to the WiFi network? If the camera is saying that it can't find the network, check to see if you have a dual-band WiFi network as this can cause some problems with the cameras connecting. If you do have a dual-band network, try splitting it into two separate networks with different names, one for 2.4GHz and one for 5GHz and then try connecting the camera to the 2.4GHz network.

SimpliSafe Social Team
SimpliSafe Home Security

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rmhughes0711

5 Messages

2 years ago

It is dual-band and I have created a separate 2.4 Ghz network just for SS.  Still no dice.  It tells me it cannot connect to the network.  I have reset the camera to factory defaults(Press the button for 20 seconds) and performed a power cycle.  Any other suggestions?  The camera is the only thing that can't find the network.

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whoaru99

1.3K Messages

2 years ago

Are you broadcasting the SSID of the 2.4GHz network, and are sure you're phone is connected to the same 2.4GHz network SSID?

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rmhughes0711

5 Messages

Yes and Yes.  The camera goes from flashing white to solid white to flashing red to flashing white.  Then it tells me to pick a different network.  I'm at a loss.

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2 years ago

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simplisafe_admin

Community Admin

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506 Messages

2 years ago

Hmm...it sounds like you may benefit from giving our Support Team a call since that will allow you the option of speaking more openly about some specifics such as your WiFi name and password. We can be reached at 1-800-548-9508 from 8 AM to Midnight ET, 7 days a week.

SimpliSafe Social Team
SimpliSafe Home Security

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