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Sunday, October 25th, 2020 1:45 PM

Simplisafe Camera Disconnects

This morning, our dog discovered a man sleeping under our back porch. Strangely, our backyard camera didn't pick up his entry last night. I've upped the sensitivity setting to high from medium.

The camera detected the motion of our dog leaving the house this morning and discovering the guy, but when my partner told the man to leave by the side gate, the camera disconnected. This seems to be at the same time the side camera was triggered, but neither camera captured video at that time. The side camera just shows a video error and the back camera stopped recording.

Both cameras have good WiFi connection. We have Google Fiber. They are mounted on the exterior wall, but the wifi meter shows a strong signal.

I've been searching this morning and am seeing that disconnecting cameras seems to be a SimpliSafe issue. Are there any tweaks or fixes for this?

Community Admin

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533 Messages

4 years ago

Hi @mark576,

We always recommend checking the signal strength that the cameras are getting from the router through the SimpliSafe app itself. To do that, open up the SimpliSafe app and do the following:

  •    
  • Tap on ‚ò∞ Menu
  • Select Settings
  • Choose Camera Settings and then select one of your cameras that is experiencing this issue
  • After scrolling down the page, you should see an option called Connection Strength
  • If you tap on that you can then run a quick test to see what the quality of the Wifi that the camera is getting from your router
  • Repeat for any other cameras


SimpliSafe Social Team
SimpliSafe Home Security

2 Messages

@simplisafe_admin​ 

the camera issue is not due to wifi. I am forced to disconnect/delete and reinstall one or the other my cameras every few weeks. The repeated dismissal by the company is extremely irritating. Either I was sent faulty cameras or there’s a software problem.

17 Messages

There is definitely a connection problem with these cameras that when too many get triggered at once they kick off and shut off. It happens often when I shut off my alarm and all the cameras are triggered at once. Several of them get booted and then reset themselves.

2 Messages

4 years ago

The front and side cameras are showing Strong signal strength (-54dBm). The back camera is showing Moderate signal strength (-59dBm).

There's not a way to hardwire the cameras via ethernet, correct? it's disappointing that both the side and back cameras cut out at the same time.

7 Messages

4 years ago

This same issue happens to us all the time.  Strong signal strength but the video cuts out less then 10 seconds into viewing a motion detected video and says "No Video".  So very disappointing.  I've been meaning to call but I know I'll just get the same run-around troubleshooting that I've already done.

2 Messages

3 years ago

This has been a CONSTANT battle since installing the doorbell and two external cameras. I even went so far as to invest in a wifi extender to cover my whole house yet the cameras and doorbell disconnect multiple times a day. Just this morning my side camera detected motion. I got the notice, went to check and got "no video'. Yesterday someone knocked on my door and when I tried to answer through the doorbell, it was disconnected from the internet. The wifi extender is literally ten feet from the doorbell on a 1G fiber optic wifi service.  What good is a security system that fails every time something is actually happening? I'm pretty close to scrapping this system and finding something reliable from a company that doesn't blame your equipment whenever their equipment fails. I wish I could trust Simplisafe but, unfortunately, I do not find their equipment to be simple when all they ever recommend is resetting it. Nor  do I feel safe with their equipment monitoring my house.

17 Messages

@islandsinger​ You couldn't be more right! This is been a recurrent problem since I had the system and I've increased my internet speed twice. The simple fact is that when the cameras hit too much data like when several go off at once or all of them go off. When we trigger the alarm system they don't overcord and get kicked off line and have to reset themselves. It happens almost all the time

1.3K Messages

3 years ago

My three indoor SS cams haven't given me any trouble in along time. Wireless is very convenient and an option where there is little other choice. But, it's not as robust as a hardwired system. The majority of my security cameras are hardwired PoE cameras.

I have a few other non-SS wireless cams (Q-See - these I think are actually Dahua, and Amcrest) I got for experimentation. I do get occasional connectivity notices from those but it seems to be only short duration and they recover.

2 Messages

2 years ago

Constant problems with their cameras. Would not choose SimpliSafe again if I was selecting a new provider. Their dismissal of the system’s issues as problems with your wifi when you’ve repeatedly definitively ruled that out is particularly troubling. You’d think they would take these obviously common problems seriously.

Community Admin

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5.6K Messages

@simoncjuw​ we take any and all customer issues seriously! There's just a lot of different factors in WiFi that affect performance, and we want to make sure that we cover it all.

If you'd like to let me know more about what you've been experiencing, and what you've already tried, I might be able to suggest a next step.

Or of course, our Support team at 800-548-9508 would be happy to help.

17 Messages

Disconnectivity issue with the cameras is a real issue and we're tired of hearing about it being the Wi-Fi connection. I could put these cameras next to my modem and they would still knock off line when they get triggered

3 Messages

2 years ago

I have one camera, in the same room as the WAP.  I took packet traces from the WAP and when the camera disconnects from the Simplisafe internet server it is the camera sending the disconnect... the two way communication is fine up to the point that the camera sends a FIN,ACK then the Simplisafe internet server responds with a FIN,ACK and then I see the message from Simplisafe that my camera disconnected from the internet.  That is true but it is not due to a network issue.  The signal is still there at -48dBm (more than Simplisafe's recommended -55dBm) and over 10 mbps upload speed.  I have 100 meg symmetrical fiber here.   Camera is on 2.6.2.126.  Nothing else has disconnect issues in the house.  FireTVs, PCs streaming YouTube, PCs that the wife and I use for work from home on Teams video calls all day.  Something is going on with the Simplisafe camera here.  And it disconnects when practically no other traffic is on the network, less than 2 meg total on the 100 meg connection.

Community Admin

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5.6K Messages

@patrick​ apologies, I missed this message when you first posted.

I checked in with our engineers and I am informed that the Indoor Camera shouldn't be able to decide to disconnect on its own like you describe.

If you're willing to give a bit more info, we might be able to dig further. For example:

  • What's the make and model of your access point?
  • Is this a mesh network? (we've seen compatibility issues with mesh specifically, in the past)
  • Is the network configured with WPA3? (there's also a potential compatibility issue currently under investigation for that)

13 Messages

2 years ago

@patrick Thank you for providing the details about the camera disconnect, as I have run into the same issue and have been meaning to run network sniffing to see what is going on. 

Our cameras show good connection link and good upload speeds when doing diagnostics, however when viewing a camera live for over 45 min or sometimes even shorter periods of time, the camera will time out with a “lost connection” message. Sometimes this is followed by a reboot of the camera or flashing yellow or red LED. But all other devices on my network do not have any issues or hiccups at the same time. 

It has caused me to believe that the camera sends a disconnect signal to the server or stream for some reason, or that the encrypted connection to SimpliSafe’s servers must be rock solid or the camera terminates the session.

Either way, I agree with most people on the forum. I don’t have time to troubleshoot with level 1 tech support at SimpliSafe when I would really need to speak to an engineer who can actually look at packet data and solve the root cause of the camera issue. I wish Simplisafe offered a “local live view” option with optional SD card storage, so that when the network connection to SimpliSafe’s servers was not stable we would not lose live and recorded video functionality. 

3 Messages

2 years ago

Same here. 7 cams and if you watch them live they constantly drop. It's not wifi strength (shows strong), it's something faulty in the programming, most likely something to do with robustness of the streaming software. A local live view feature likely wouldn't work because they are probably programmed to only communicate with Simplisafe servers. Would likely be more work to support that than just fixing the actual problem. 

(edited)

3 Messages

2 years ago

They replaced my indoor camera I posted on earlier in this thread and it did not change anything.  Packet traces still show that the camera sends the disconnect to the SImpliSafe servers.  Everything is streaming along fine then the camera sends a disconnect, does a new DNS request, then starts a new connection.  Camera is within 20 feet of the WAP, camera states the signal strength is -45dBm and greater than 10 meg upload, all well above minimums per SimpliSafe.  I am not confident they have the support staff capable of troubleshooting this to resolution. 

3 Messages

2 years ago

It's a software issue for sure. Going to have to get rid of their stuff unfortunately when time permits. I'm already telling people not to get this system. I've also noticed the front door lock is unreliable. Sometimes I press the lock button and the keypad LED lights up but nothing happens. Second press and it actually locks. It's random.

17 Messages

2 years ago

My camera's have been doing this since I bought them 3 years ago. I've increased my internet speed twice and when they get activated half of the time they just shut off

2 Messages

1 year ago

Same problem here. Four outdoor cameras, one is fairly reliable, three randomly disconnect, or won’t connect after waking up, or won’t connect after dark (yes, really) with good signal strength verified at all four when they do work.  But when they don’t, which happens randomly and frequently, troubleshooting always ends up telling me to move the camera closer to my WiFi router. I suppose the system would work well if I placed all my cameras in the same room as my router. This is more an outdoor hobby camera system than a real security system.

Community Admin

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3.1K Messages

@hazelgreenacres​ Have you tried setting up a 2.4GHz guest network and connecting only your SimpliSafe devices to it? This has helped other users who experienced the same issue.

2 Messages

No. I have “Good” signal strength at all cameras- three bars, yet I continue to experience the spinning circle of wait for “launching live view” after a camera alerts me to movement. Just a few minutes ago as a matter of fact. A three-bar strength (“good” signal strength) camera alerted me to movement. It took so long, and btw I made three tries, I kept getting a “sorry couldn’t connect” message after 43 seconds of waiting- each time. So anyone would have strolled away, climbed into their car, and disappeared with my Christmas packages in their arms. That camera did provide a video eventually though.

Community Admin

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5.6K Messages

@hazelgreenacres​ for the Outdoor Cameras, there are two different connections to troubleshoot.

It's a good idea to try setting up a secondary/guest WiFi network locked to 2.4GHz for compatibility reasons. Apart from pure signal strength, and connection speed, there are also potential compatibility issues with how the WiFi is set up, which can slow down or block the connection.

The other piece is the local radio link with the Base Station. It's actually the Base Station that gives your cameras the command to wake up, so it has a huge impact on how fast the cameras respond (or if they do at all). That radio link can be affected severely if you have dense walls or heavy appliances in the way between the Base Station and that camera. That's why we suggest moving your Base Station, or moving your cameras to different spots (even if they're just a few feet away from the previous location), just to test it out.

11 Messages

1 year ago

I agree with you, My cameras do the same thing. Im not happy about it, my guess is they can't fix it so they just forget about it. 

I'm fairly new to Samplisafe but it doesnt look like it for very long!

They have replaced cameras and basestation and still asme issues.

Community Admin

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3.1K Messages

@jjrbru​ There's a few troubleshooting steps we can take to hopefully resolve this issue.

First, have you tried running the Connection Check tool in the SimpliSafe mobile app? This will help diagnose if there's any connectivity issues. You can use this tool in the app by navigating to the three-bar icon on the top left side > My System > Camera Settings > [ your camera] > Connection > Connection Check

I would also recommend setting up a 2.4GHz guest WiFi network that only your SimpliSafe devices can connect to.

11 Messages

@emily_s​ I have done that, SS is on it's own network and has a very strong single. But cameras still drops connetion all the time.

I have waisted so much of my time with this issue!

Community Admin

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3.1K Messages

@jjrbru​ How far is the Outdoor Camera from the Base Station and WiFi router? The camera does need to communicate with both, so moving the router and Base Station closer may help. If that does not help, I would recommend reaching out to our Support team for some live troubleshooting.

11 Messages

16 to 18 feet from camrea to basestation and router, Basestation is 3 feet from router.

1 Message

8 months ago

If I decide to discontinue my Simplisafe coverage will I still be able to view my cameras ?

Community Admin

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3.1K Messages

@tinglej​ If you are not subscribed to our Self Monitoring with Camera Recording or Fast Protect™ monitoring plans, you will be able to view a live stream of your cameras, but they will not record any videos.

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