‎SimpliCam losing connection | Page 2 | SimpliSafe Support Home
 
H

Monday, September 10th, 2018 3:00 PM

SimpliCam losing connection

The first week that I purchased my SimpliCam everything seemed to work great and the past 1-2 weeks most of the time when motion is detected the camera works about 3-5 seconds and loses connection. I am concerned that I am not capturing what is truly going on inside of my home when I am away and when I'm really going to need to depend on it that it will not capture what I need it to capture.

5 years ago

I view mostly from my Android phone but occassionaly view from my  PC (Windows 10) and both show the connection was lost.

1 Message

5 years ago

I'm having the exact same problem with my inside camera and door bell camera, I can view on my Android Samsung Note9 only for a a few seconds sometime up to 1 minute of viewing and I then lose the connection, red triangle appears with message "Camera Disconnected" message.

Development appears to have a lot of work to do regarding these camera's, phoning into support was of no value.

761 Messages

5 years ago

Check your upload speed.  Previous poster report 1 to 1.5 meg upload required for EACH camera.

1 Message

5 years ago

Same issues here.  I received 1 free Simplicam with my system and so far I'm not impressed.  I have an 8ch 1080p NVR camera system that I can view 8 1080p Cameras feeds via my iPhone with zero issues and this one Simplicam struggles to stay connected.  I can't view live feed at all and it chooses to record footage at random.  When I try to watch recorded footage I can watch Approx. 15-20secs before the 1:00 clip goes offline and says disconnected.  At this point it's a blessing I don't have to depend on this camera to monitor my house.  Hope they figure it out soon, instead of blaming everyone's internet service.

30 Messages

5 years ago

Upgraded internet connection speed and added a wifi extender for the camera to eliminate the camera problems as described in previous forum posts.  None of it has really helped.

The Android phone will display live video but the browser based web app will not connect at various times  I firmly believe this is a Simplisafe problem that should be corrected since they continue to sell, and give away, Simplicams.  Maybe the smartphone apps have video priority over browser based web app?  There is traffic congestion somewhere causing this and it's not internet speed as other non-Simplisafe IP cameras work just fine.

99 Messages

5 years ago

I am having the same issue with my doorbell camera. This is my first use of cameras and I just installed it a few days ago. The live view always works fine. I have intermittent entries in the timeline where the video records a few seconds and then has "lost connection" message. I use an iPhone Xs.

1 Message

5 years ago

Same problem as everybody else above. It's pretty clear our download/upload speed is not the issue -- everybody who's posting here has mentioned their upload speed is proven to be higher than the requirements.

This problem also has nothing to do with which platform you're viewing on (mobile or web) -- the video itself shows a few seconds followed by "lost connection". Sometimes it's less than 5 seconds before the message shows, but I've also seen instances where it takes up to 20 seconds for the lost connection message to show.

I'd estimate less than 5-10% of my events have this problem, but it happens enough to warrant a real solution from SimpliSafe. So far, my events that have shown "lost connection" have all been during the day, but that could just be a coincidence.

There are four problems with this camera I have noticed regularly:
1. Lost connection as described above
2. The likely related "Lost Video" error where the screen just goes to gray with the message "Lost Video"
3. Where the camera begins to capture but then skips a beat (likely as it's turning on), which makes a few important frames skip in the video.
4. Camera shows as "offline" when you go to the settings, even though Live View and updating the settings works just fine.

To anyone from SimpliSafe reading: what customers really appreciate (and these days, expect) is open and honest communication from you. There seems to be a lack of a medium for that, so people like myself come to your forums for that. Please don't let us down.

99 Messages

5 years ago

I hope SS gets back to us soon on this. I also have noticed that sometimes when I go into the iPhone app and check the status of the camera, it shows "offline". Then soon after comes back online.

Community Admin

 • 

5.2K Messages

 • 

20 Points

5 years ago

@kennybryant

With issues like the one's you've mentioned where there are a high number of variables, it's hard to determine specific causes - though it all points to something going on in the link between your app and our server. We recommend that you give our Support team a call, and our agents can go step by step with you so we can eliminate possible causes and get to a resolution.

Johnny M.
SimpliSafe Home Security

1 Message

5 years ago

Is there any answer to this problem yet?   I had no issues for months and months, now every camera in the house skips or loses connection.    Not an internet issue or WiFi issue as I've tested both.  Freezes on both the iPhone app and windows 10 chrome browser.

99 Messages

5 years ago

Digging into my doorbell going offline/online for the past couple of days. What I have found is that when the doorbell shows offline in the Simplisafe app, but it is still connected just fine on my network. My router log and device status shows the doorbell is still connected. No errors in router log. I can also still ping the doorbell with ICMP packets(pings) and it responds. So, this tells me the issue is with Simplisafe.

4 Messages

5 years ago

I have an issue with the doorbell camera losing connection when activated by motion or a doorbell ring. The video will recorded for a couple of seconds and then will show "lost connection'.

This does not seem to be an issue when viewing live.

I am viewing the video on iOS devices running iOS 12.1.

My upload speed is on the low end at 7.5 meg. But it should be within the required speed recommended in this thread.

4 Messages

Simplisafe recommended enabling port forwarding on my Orbi router.  Initial tests appear to work. I will post if issues arise.

2 Messages

I also have an Orbi mesh network, and just installed the SS doorbell a few days ago.  All recordings so far report "lost connection' during playback, anywhere from 15 seconds to 50 seconds.

What did you change on your Orbi that seems to have fixed it?

4 Messages

I was told to enable port forwarding and reset the doorbell by Simplisafe. It did not solve the the issue.

Captain

 • 

5.7K Messages

 • 

110 Points

5 years ago

Some customers continue to have issues with their cameras going offline.  In my system with 3 Simplicams and one doorbell, all are consistently connected with no issues. Don't know why, although quite happy that's the case, SS may want to look at a sample of customers with connectivity issues and those who do not. Also, even an unorganized company like ATT has automated, online tools that run diagnostic tests when you call support that can troubleshoot basic problems and solutions.  SS has taken some small steps in this direction but, based on the growing number of products and customers, need to do more in this direction.

If it helps, more than happy to be part of a peer group to study and examine the connectivity issues.

1 Message

5 years ago

I am having the same issue with the simplicam. It consistently loses connection even though it is only a few metres away from the wifi router. This happens with the iphone app and desktop.  The camera will also go offline for hours even though the internet is working fine. I would be livid if i actually paid money for this, but thankfully the camera was free with the system I purchased. But as it is being sold for $100 you seriously need to improve the software platform it is running on.

1 Message

5 years ago

I'm having the same problem with my doorbell camera. The inside camera works fine and always stays connected. However, the doorbell camera is usually not connected. Sometimes it works - but only for a few seconds - then loses connection. Is there a remedy for this issue yet?
New to the Community? Get started by reading our Welcome Post.