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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.

Advocate

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2.8K Messages

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10 Points

5 years ago

Rather than depend on a call rep, either ask for a supervisor for answers, or use email to detail your situation.  Sometimes a more detailed issue in an email gets their attention to a wide-spread issue.

12 Messages

5 years ago

I have been having disconnection issues with doorbell camera and just realized and confirmed the pattern. Whenever I use my indoor camera, my doorbell camera disconnects. Within the app and on the site I will get "Camera recording" without the camera's identity ("Front door") and no video. I'll also get "Someone rang your doorbell" instead of "Someone rang your 'Front door' doorbell" in the app and on site. I am able to initiate manual recordings and those record as expected "'Front door' User Recording" even after the auto recordings are no longer working. To correct the issue I have to uninstall the doorbell camera, reset it from the back of the doorbell, then reinstall. As soon as I use the indoor camera again, I lose the doorbell auto recordings.

I'm really frustrated. I increased my internet speed at SS recommendation and am paying quite a bit a month, but continue to have this issue. This issue means that I can't use my indoor camera at all because it will cause me to lose my doorbell camera. Every interaction with SS support is them telling me I need to confirm I am logged into the correct account (really?!), resetting the camera (temporary fix!), or offering to send a new doorbell that I am not sure I need. I have another thread with additional details and several emails to support if someone from SS happens to read this and wants more details.

1 Message

5 years ago

Appears to be a cloud issue. I can see the camera live just fine. When I try to look at the preview in the browser the server returns a 404 trying to find the preview image. My guess is that either that back end job that converts the recorded video into a preview is not keeping up, or the backend is not saving the recording. Whatever the reason we should be given an explanation.

I can say this as a back end engineer working for a tech company doing very similar things on the Google Cloud.

1 Message

5 years ago

Has there been a resolution to this issue?

I bought 2 doorbell camera systems for my aging parents and in-laws and both systems have the same issue of not being able to view but 10-15 seconds of recorded video before it cuts out to "lost connection". I am tired of not being able to give my family answers and I am about ready to replace these systems. Please provide a resolution!

16 Messages

5 years ago

Same issue here

My motion sensor recordings are all less than 10 seconds then Lost Connection. Yet I can watch live all day long and never lose my connection. If I try to Record the live session I get a Camera Disconnect around 10 seconds later.

The problem is on the SS side, not our bandwidth.

Ack0605

3 Messages

5 years ago

I'm going to send a tweet to them bitching about this.  Maybe we can get some kind of response.

1 Message

5 years ago

Hahaha - and I thought it was only me that was having their camera constantly disconnecting! People have been complaining since last September on this thread and there is STILL NO ANSWER!!  Total BS... should be renamed to SORTASAFE!!

272 Messages

5 years ago

Hello everyone,

Thank you for your feedback about our cameras. We've let our engineers know about your experiences and they are looking into this. We will update when we have more information.

Lee
SimpliSafe Home Security

7 Messages

what is the update as of 8-18-2020 ?

1 Message

Having the same issue tonight and now I'm on hold for way too long!  It's night time and my security system is worthless!  NOT OKAY WITH THIS!
Me too! Something must be up with their system tonight. Mine went down about 20 mins ago but my wifi is running fine.

15 Messages

Yep, in the last 20 minutes all my cameras went down.  Cant get into app either

5 years ago

Lee
I am also having similar problems with my camera losing connection. It goes to a red light and I have to reinstall...after a day.  The longest that it worked was when I first installed the camera. Like others I love the system but the camera has not been reliable. From all the comments and frustration, and input from others much smarter than I, there must be an issue for SimpliSafe to troubleshoot and resolve. Please advise.

1 Message

5 years ago

Same problem here.  Works sometimes and sometimes it doesn't.
Contacted support and at first they said was my WiFi wasn't good enough....
which is gig speed.  Then they came back with the WiFi is too weak.... 32 mbps test results 10 feet beyond the doorbell.
Then they said that I was trying to use 5ghz.... I don't have that.

So pretty much a crappy doorbell camera and they refuse to back up their product.

18 Messages

Don't you just love it when customer support folks really don't have a technical background!  You CAN'T connect the simplicams or doorbells to a 5ghz network, so even if you had a dual-band router you just can't connect them to the 5ghz band.

4 Messages

5 years ago

Polk sound bar interferes with doorbell!

After upgrading my router to an Orbi, upgrading my bandwidth, replacing the doorbell, resetting the doorbell and enabling port forwarding with no success,  I finally found my culprit.

I had to remove a Polk Sound bar with remote sub from my home theater and now the camera works perfectly.

Side note, my doorbell only works when connected directly to Orbi router base station. It loses connection when connected through a satellite.

Good luck

1.3K Messages

5 years ago

Hate to disappoint, but nobody much into security cameras really recommends WiFi. It's just too easy to disrupt or be flakey. Yes, I have a few as a matter of convenience, Including three SS (and others) but all the really important ones are hardwired to a separate, dedicated NVR system that records 24/7/365.

BTW, two of my SS cams got stuck on solid yellow yesterday. There was a very slight power fluctuation, house lights flickered a couple times, just before I noticed them yellow. Not sure if it was that or something else (left them for about an hour just in case it was an update going on). But, finally I unplugged them for about 10 seconds or so and they went back to normal function when powered up again.

5 years ago

We also are having this issue. 56Mbps speed tested on fast.com right beside the camera.  On our 2gig wireless NOT 5G band.  Hoping this was a fluke.  Weirdly enough, going back in and setting the status light to on, then off again and saving between caused it to function again.  Where is simplisafe on this issue? This thread is over a year old and STILL NO FIX?

5 years ago

We also are having this issue. 56Mbps speed tested on fastDOTcom right beside the camera.  On our 2gig wireless NOT 5G band.  Hoping this was a fluke.  Weirdly enough, going back in and setting the status light to on, then off again and saving between caused it to function again.  Where is simplisafe on this issue? This thread is over a year old and STILL NO FIX?

13 Messages

5 years ago

I'm also having this issue!
Seem like every ten days my SS cam camera get disconnected from my WiFi. I reboot my router and it instantly reconnects. This is the only device that does this on my WiFi so there definitely issues here with SS cam camera...knock knock knock SimpliSafe this threads over year old please stop the disappointment.
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