‎Unable to install outdoor camera. | SimpliSafe Support Home
 
bgaither58's profile

Monday, February 28th, 2022 2:36 PM

Unable to install outdoor camera.

Trying to install outdoor camera...App says to update your software to latest version.  Keypad says software is up to date, go back to app and it recycles back to update your software to latest version.  There is nothing to update on the keypad...ie. gear symbol indicating an update is available.

Can somebody please help.

Thanks

Official Solution

Community Admin

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5.2K Messages

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80 Points

2 years ago

Hi bgaither58,

Yes, the Outdoor Camera support was added to Base Station Firmware Version 2.3. So your Base Station would need to be updated to at least that version before the camera can be added to your system.

The first step is to make sure that your Base Station is connected to your WiFi, through the Keypad Menu, under System Settings > WiFi. Then you can head back to System Settings > Check for Updates.

If the above is taken care of and you're still having trouble, your WiFi router's security might be blocking the download. You can try connecting your Base Station to a different WiFi (you can just bring your Base Station and Keypad to a different place), or even a WiFi hotspot on your phone if you have access to that.

And finally, yes, we can also just send you a replacement Base Station with the more recent version of the firmware already installed. Our Support team at 800-548-9508 can help!

Captain

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5.7K Messages

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130 Points

2 years ago

@bgaither58 I once had a simplicam that would not read the qr code no matter what I tried. I called support and advised that the serial number identified that camera as part of a batch that was recalled due to a bad memory chip and they sent out 2 day FedEx a replacement.

Recommend you call support asap.  Please post your outcome here. Thanks!

1 Message

2 years ago

I'm having the same issue.  How did you resolve it?

Captain

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5.7K Messages

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130 Points

@Holly​ The quickest and easiest: call support and troubleshoot.

You could also remove the camera from your system, and add it with the camera about six feet from your base to make sure there is a strong signal. If you still can't get your phone to read the QR code, then something is wrong with your wifi or camera, and you should call support to troubleshoot. If it does connect, then your signal at the installation location is probably not strong enough and you will need to move your router, or mesh point, or possibly get an extender. (Before doing that, call support.)

Please post your outcome here.

Community Admin

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5.2K Messages

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80 Points

Hi @Holly ,

If you're having the same issue as the original post, then your Base Station may still be on an older version of the Firmware that does not support the Outdoor Camera.

But you can check by going to your Keypad's Menu and navigating to System Settings > Diagnostics. The most recent version of Base Station firmware is 2.6, but the Outdoor Camera can be supported from as early as 2.3.

If your Base Station is already at a higher firmware than 2.3, then there might be something else going on. For example, your Outdoor Camera may already be set up under a different email/account. So I agree with the Captain, I strongly suggest that you give our Support team a call at 800-548-9508 so we can double-check.

2 Messages

I am having the same issue. The base station (3rd gen) is a bit older - I had bought it back in 2018, and am now using it at a new location with new sensors. The outdoor camera installation won't get past the update. The diagnostics on the keypad suggest that I am still at version 1.3.2 for the base station. But it merrily reports it is up to date, and I have done the phone hotspot and all the other things but no gear wheel appears or updates get downloaded. Please help @davey_d .

(edited)

Community Admin

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240 Messages

@oliverbogler​ Hi there,

The fastest way to get this resolved would be to speak with our support team. They'll be able to push an update to your Base Station from our end to try and get it up to date. If you're still having trouble receiving that update, they can go over what other options may be available for you over the phone. You can reach out to them directly with the details here.

2 Messages

Thanks - perhaps you did something :-) but today the updates were available and I was able to get everything set up. Thank you!

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