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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.

13 Messages

5 years ago

One last point
It also be nice to be able to reboot camera from my website or my iPhone app being this is at place where it not occupy 24-7, so when it goes off line it's not doing it's job. Are you hearing me SimpliSafe ???

5 years ago

Same issues....I have gone through three cameras in attempts to get two working ones, but they keep going offline. I've even added a router extender to be sure it wasn't an internet issue. upload speed is good. I can't seem to get more than one working at a time if at all. When I first got the two, they worked great for 1-2 days, then stopped. They no longer trigger motion unless something is within a foot. Have deleted and reinstalled them each many times. They just go to solid yellow, solid white, or solid blue with no activity. Have called customer service and all they did was send s new one or have me reinstall. New one does the same stuff. Very disappointed with this product.

76 Messages

5 years ago

I am having the same issue. Cameras worked great for almost a year. These last few weeks major issues.

SimpliSafe is trying to blame my upload speeds. Yet I have the fastest Internet Comcast offers.

14 Messages

5 years ago

You guys need to actually call into Simplisafe and demand a fix or a refund.

I don't think they monitor the forums any longer.

175 Messages

5 years ago

Another with UNRELIABLE cameras.  Simplisafe just doesn't care.  They have our money now they are on to the next suckers!  Typical money-grubbing company!

1.3K Messages

Put your money where your mouth is, so to speak, if you're that dissatisfied.

Pick up the phone, call, ask for a fix and the timeline. If they don't have an acceptable timeline to a fix then I guess you'd go with "I want a refund."

5 years ago

My camera disconnects at least 2-3 times a month. We have to reconnect with the QR code every time. Such a pain to do that so often! I'm going to be looking for a new security camera.

292 Messages

5 years ago

I still find all of these disconnects interesting.  It is the opposite of what I have experienced.

What I rarely see anyone mention is the age/brand of their wireless router and how many items they have connected.

Are wireless extenders being used?

Some routers can only support are specific number of devices connected at a time.  With so many homes using products that connect to wifi, this can be an issue.  

Some off brand routers can cause problems.  I have seen that NEST has a list of routers incompatible with their product.

Extenders can cause issues.  Everything that connects to the router is assigned an ip address.  If the power glitches, and router reboots, all items need to reconnect.  Sometimes the IP will change.  This becomes problematic if cameras are connected to the extender.

Other issues
DHCP lease tlmes,
wifi channels
interference (environmental, other products)
power issues
firewall issues

2 Messages

I have two cameras installed.  More often than not, when trying to view them live from the Android app, I get an error saying "Camera Disconnected".  For example, this has been happening on both cameras for several hours today, and then all of a sudden one of the two cameras is now live viewing just fine, but the other still says camera disconnected.  I cannot view them via internet browser, as my work online security blocks the Adobe Flash.  Several times I have noticed that the cameras will have a solid yellow light, and unless I unplug them (sometimes SEVERAL times), they will never work on their own... I have gone several days with zero camera recordings because of this.

I have a fairly new and decent modem and router (NetGear CM500 and D-Link AC3900), as well as decent cable internet speeds (75 down, 6 up).  I do have a router extender that is within 15 feet of both of the cameras.  When I am trying to view the cameras, no one is home, nothing is on - therefore there is nothing else in the house competing for the wifi.  

They literally just work when they want to.  There doesn't seem to be any rhyme or reason to it.

2 Messages

5 years ago

I bought this system about 6 weeks ago and am now having constant disconnection problems with my camera.  I have read all your posts and am disappolinted that there doesn't seem to be much responses from SimpliSafe.  I have sent them an email and wll post if I get any response.  Like many of you, I need to have the security of a camera that works!

1 Message

5 years ago

Cam setup requires turning on SSID on router.  If left on your 2.4 Wifi band will be visible to all around.  If you try to Hide your SSID, your Cam will stop working.  SS support has a work-around (albeit clumsy) to fix this.  Call them if you have this issue.

4 Messages

5 years ago

Just an extra data point.  My camera was working fine for weeks, and now disconnects.  Nothing has been physically moved, upload speed 5.  If I reset or unplug the camera and plug it back in it connects and works for just a minute or two, and then disconnects with flashing red light on the camera.  

I tried removing it and reinstalling, tweaking channels on wifi modem, and a few other adjustments.  Odd that it just worked right away after installing, and for several weeks after, but just quit today.  

EDIT:  I thought I should update this with a resolution.    I also started having problems with my MacBook Pro connecting to wifi.  This was odd since my iPhone and iMac did not have problems.  But then my iPhone X started having problems too.  After a lot of searching I found several others with the same MBP connection problems--the solution was something so odd that I hesitated to try it, but it worked.  The solution was to turn off the "unlock with Apple Watch" feature on the MBP.  Once I did this, all wifi connections, including the camera, resumed proper function.  So it was not the SimpleCam's problem at all.  Who would have thought that "unlock with Apple Watch" could have such an unusual effect . . .

1 Message

5 years ago

Time for an update, Simplisafe...

I've got the same issue, has always been spotty but would reconnect.  Now it flat out won't connect and you have to hard reset and set back up, only to have it last for a few days max.  I have a Gigabit connection up and down, so let's not have the bandwidth discussion.  I have 4 other cameras, all of which work flawlessly, it's only the doorbell with the issue.  I have good solid reception at the door, can stream HD on my phone right next to it.

To the point made earlier, I'll give this thread a few days to get a response from the support team besides "we're looking into it", then I'll just ask for my money back.  It's clearly a problem with the doorbell device itself.

1 Message

5 years ago

Ditto here. Since updating my SS system with the new equipment a few months ago, my indoor camera has randomly lost connection several times. My router is new. The download and upload speeds surpass what's required for SS. The only thing I know to do is reinstall the camera each time...and that's getting old.

I love the SS story, and I've recommended SS to quite a few family and friends. But the long delay in getting a fix for this ongoing problem is undermining my confidence. It's time for a solution, SS.

2 Messages

5 years ago

I think the conclusion we're all coming to is that  SimpliSafe is awesome at marketing and great at saying they are "working on it and will give an update soon', but not so great at actually fixing or doing things.  Clearly when this thread is nearly a year old and the techs were saying their engineers were working on it back then, that wasn't true.  Their alarms are great, but I think they need to outsource the cameras to a company that has some competence in that area.

Captain

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5.7K Messages

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120 Points

5 years ago

@saleen8927, I have 3 simplicams and one db, and all connect fine and stay connected. Do you have the cameras near any electrical source, any near your router?

1 Message

5 years ago

Doorbell camera regularly and consistently losing connection; same problem so many are having.  And when it works, video is never smooth; always choppy.  Most disturbing is that when contacting Simplisafe, they don't disclose this is a widespread and known problem. This camera is a piece of junk. The public needs to know it doesn't work. And Simplisafe should replace these faulty units. Shame on Simplisafe for ignoring and pretending this problem doesn't exist.
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