‎VIdeo Doorbell dropping connection | SimpliSafe Support Home
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garvey_k's profile
garvey_k

15 Messages

Tuesday, June 21st, 2022 9:49 PM

VIdeo Doorbell dropping connection

My Video doorbell camera has 4 bars WiFi signal (perfect) on 2.4 ghz but drops recording as well as live video constantly. My router is an EERO Mesh Pro and my throughout is 500 mbs.  I also have a Ring doorbell camera that has NEVER dropped signal on a throughput of 20 mbs.  Also I have an outdoor camera with external power that never catches up with the motion. If this continues, I will unfortunately have to switch to Ring for my home security. 

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6 months ago

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Official Solution

davey_d

Community Admin

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5.7K Messages

2 years ago

Hi @garvey_k ,

Sorry to hear that you've been having trouble with your Video Doorbell. It's very unlikely for this to be a server capacity issue, when we've got tens of thousands of cameras in our system.

But we have heard of some possible compatibility issues particularly with mesh routers. It might help to create a dedicated WiFi network, or a guest network, that only your SimpliSafe components can connect to. Be sure to lock it to 2.4GHz only as well.

If you continue to have trouble, our Support team at 800-548-9508 can help with further troubleshooting.

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garvey_k

15 Messages

@davey_d​  Okay, I created a new Guest network with 1 device connected (SimpliSafe Base) on 2.4ghz. Exactly the same problem. No change at all with the dropped video after a few seconds and “camera offline”. Any more suggestions?

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2 years ago

davey_d

Community Admin

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5.7K Messages

@garvey_k let's step back a bit. Have you already tried the Connection Check tool in Camera Settings in the SimpliSafe app? That can help us diagnose the issue a bit more. If you're comfortable with sharing screenshots of the results for both of your cameras here, we can take a look.

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2 years ago

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garvey_k

15 Messages

2 years ago

Same problem here. I am having the identical problems to the issues you mentioned in your post. Now I am wondering if this issue is related to the SimpliSafe data server capacity. I worked in telecommunications for 45 years and know a little about glitches with networking and data transfer. So my question is this: Is the video signal routed through the SimpliSafe network or is it a direct feed to the user? High traffic can result in latency at best or intermittent or complete failure at worst. SimpliSafe is advertising on every TV/Cable network possible and may be experiencing too much data traffic to handle. Is it possibly the reason for the problem? Maybe someone will read this and provide an answer, but I'm not going to hold my breath.

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boba10320

3 Messages

2 years ago

I have a similar problem.  I am on my second Video Doorbell.  Same problem with both.  Set up doorbell and motion will work one time and then nothing.  Doorbell works fine when I select Live Stream.  Connection Check tool will not work as it says camera is in use either due to motion or live streaming.  I am not live streaming the camera and have motion turned off.  It is like the camera is locked into motion.  Service number has been no help.  They just have you reset it multiple times.  My indoor camera works fine.  Doorbell is 10 feet from my router and on the 2.4 channel.  Please help.

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garvey_k

15 Messages

@boba10320​  I was wondering if your system has gotten the most recent update. I had to update my  system a few weeks ago and it seems to be better. On a side note, my pin pad for the door lock has been failing to register all the digits when pressed and SimpliSafe is out of stock, with a projected availability of late July. Ridiculous.

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2 years ago

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boba10320

3 Messages

@garvey_k​ I have not had an update since it was installed.  Software is 2.5.4.153  Do you know if this the current version?  Anyway to force the update if not?  Thanks!

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2 years ago

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boba10320

3 Messages

@garvey_k​ The base station got an update a few weeks ago but not sure that if that would affect my Doorbell.  Did not work before that update or after.

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2 years ago

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davey_d

Community Admin

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5.7K Messages

@boba10320 do you have your Base Station connected to WiFi? Firmware updates are available through that connection only. Currently we are on Version 2.8, so it sounds like you're a couple of versions behind. Learn more about Base Station Firmware updates here.

However, the cameras update on a separate track, and the Video Doorbell Pro in particular doesn't even connect directly to the Base Station, so updating the Base will not help with your issue.

Resetting the Video Doorbell Pro would help if it was a software issue - assuming that you mean the procedure where you press the button in the back of the device for 16 seconds.

But it sounds like your issue is about connectivity through your WiFi router.

Have you already tried setting up a "Guest" WiFi network, locked to 2.4GHz only? That might help if the issue is with the security settings on your router.

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2 years ago

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sirgarrykay

1 Message

6 months ago

they always say it's your wifi connection when its their outdated hardware

(edited)

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