6 Messages
Tech Support defuncts all cameras
Hi all, sorry if the title is provocative- more than anything just hoping I can get some help addressing this issue.
My alarm went off for no reason last night around 10p even though my system was totally OFF/disarmed. I was pretty disturbed by this because this would have been very disruptive for my neighbors had I not been home. I got tech support online via chat and they could not detect anything on the log about my alarm going off and he too seem puzzled as to why this happened. He asks if I got a call from their monitoring team (I pay $32/month for this), and no I did not get any calls.
As part of the troubleshooting process, he had me to reset my Base by unplugging and removing the batteries for 60 seconds. The Base was reconnected and turned on and ever since then none of my outdoor cameras (3) will work. When checking my cameras through my app- I get the "Unable to Load Cameras" message after it tries to connect. I tried the Connection Check feature on each of my cameras and I'll get a "Camera is offline" error. I have tried:
-uninstalling and reinstalling the app
-resetting the base again by disconnecting from power and removing batteries
-performed a firmware update on the base using the my keypad
-reconnecting to my wifi via the app
Some other data points:
-interestingly enough my doorbell camera still connects without issue
-I looked at the outdoor cameras and the lights still come on and they blink to indicate they are detecting motion
-all entry sensors are still synced and working properly
I have a feeling I may need to manually re-sync all of my cameras to my base by pushing the set up button on each of them. Problem is that they are all located on 22 foot roof and I'll have to call a handyman to do this for me. The tech yesterday seemed completely indifferent to this even though all of my cameras were working perfectly fine before he attempted "troubleshoot" which didn't even resolve the problem of finding out why my alarm was triggered for no reason. If anyone can help me resolve this issue without having to manually re-sync all of my cameras on the roof, it would be so very much appreciated..
Update 1: another interesting finding is that when the front camera detects motion, I get a notification and then I'm able to view the camera live. However, when I goto Cameras on the app click Play, the camera won't load. Leads me to believe this might be software issue or firmware bug?
Update 2: all outdoor cameras detect motion and start recording which shows the feed on my app. But still can't seem to activate live view on my own through the app (when motion isn't detected). Keep getting the "Camera is Offline" error.
lance843
1.1K Messages
2 months ago
Have you tried rebooting your router? May help everything hook back up. I would also suggest mounting those cameras way lower as with simplisafe cameras you WILL be going up more often than you want to do something to these cameras as something always happens that requires going to them and rebooting them or taken it of the system and re adding back. These cameras are not mount and forget I can promise you that.
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simplisafe_admin
Community Admin
•
1K Messages
2 months ago
@ocdminwoo we do apologize to hear about all of this trouble. As lance843 mentioned, rebooting your WiFi router is a good troubleshooting step to take, as it refreshes the system and all of its connections. To do this, unplug your router for about 60 seconds and then plug it back in.
We also recommend moving the WiFi router a little closer to your cameras, if possible, to help strengthen their connection.
We have also escalated your case to our tech team so they can take a deeper look into your account to get to the bottom of this, and see why your alarm went off on Sunday as well. A member of the team will be in touch soon, so keep an ear out for their call!
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ocdminwoo
6 Messages
2 months ago
I have a Google Nest WiFi which I rebooted yesterday night and all cameras as of this morning are still not working..
I think @dlpsr is onto something regarding how the cameras are woken up with RF signal. I still don’t understand how the cameras seem to work fine when they detect motion and record video which show on the app without issues but I can’t initiate live view on my cameras via the app.
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