‎Video Doorbell Camera | SimpliSafe Support Home

Friday, July 24th, 2020 3:14 PM

Video Doorbell Camera

I recently installed the Video doorbell camera.  I had been having issues with receiving alerts but when I go to look at the recordings, there is no video.  It states this could be due to weak internet connection, the camera updating, multiple devices streaming at the same time (not possible when there is no one at home), plus other stuff that doesn't apply.  On the advice of SimpliSafe, I then purchased a WiFi extender and this did not solve the problem.  I contacted my internet provider and they cannot find any problems or interruptions with my modem or router.  I also experience quite a few disconnections. I'm really baffled since I'm paying for a service & I'm not getting the the full value of it.  Is anyone having these problems??

1 Message

4 years ago

I am having this exact same issue. I was hoping it's an update issue but I haven't had a chance to call back and troubleshoot while I'm at home. I don't want to ask for another doorbell but this is ridiculous. The doorbell was the whole reason I even looked at SimpliSafe to begin with.

216 Messages

4 years ago

I've discovered that if the signal from/to the router is poor but usable then you need to Go into the Simplisafe mobile app pull up the parameters for the doorbell and test the connection.  It tests both upload speed and signal strength.  My signal strength was poor, and my upload speed was poor.  

Prior to that, I was forced to use 480p dimension in order to get both video and audio and have a stable connection.  If I tried to run 720p, I could get video, but no audio, and it would drop the connection with extreme frequency.  I have a 2 node mesh router and I decided to move the node that serves the doorbell just 10 feet closer to the doorbell.  Now when I run the connection test I get a good signal strength and a poor upload strength.  You wouldn't think such a small move would make a difference but it does.  I think outer walls and doors can play havoc on the signal to the outside.

This move has allowed me to run the doorbell at 720p without problems.  I'm not 100% sure how the upload speed affects the operation but I'm going to look into upgrading my internet connection  (if it doesn't cost too much) to see if I can get it to 1080p.  But if I can't, 720p is still pretty good.
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