3 Messages
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.
humphreyannette
3 Messages
6 years ago
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lkgmadmax
1 Message
6 years ago
Development appears to have a lot of work to do regarding these camera's, phoning into support was of no value.
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general_kaos
764 Messages
6 years ago
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ianrbecker
1 Message
6 years ago
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rfcrecco
30 Messages
6 years ago
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.
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kennybryant
99 Messages
6 years ago
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lily_h
1 Message
6 years ago
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.
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kennybryant
99 Messages
6 years ago
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davey_d
Community Admin
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5.7K Messages
6 years ago
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
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erikw
1 Message
6 years ago
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kennybryant
99 Messages
6 years ago
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cschulte
4 Messages
6 years ago
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.
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captain11
Captain
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6.1K Messages
6 years ago
If it helps, more than happy to be part of a peer group to study and examine the connectivity issues.
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msbains
1 Message
6 years ago
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claziano
1 Message
6 years ago
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