‎Outdoor Camera not launching live view | SimpliSafe Support Home
 
HughM's profile

Tuesday, March 21st, 2023 10:51 PM

Outdoor Camera not launching live view

​My outdoor camera has stopped providing a live view. It says waking up, then connecting and then it just gets stuck on the launching live view message before telling me it is not connected to the network. It is connected to wi-Fi I’ve reinstalled it and reset it but still no live view. It detects movement and records correctly though!? It’s only been installed 3 days! Looking good for the future! 🙄 any ideas anyone? ​
​thanks!​

Community Admin

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2.7K Messages

1 year ago

Hi @HughM, 

Are you noticing this issue when trying to watch a live stream in the SimpliSafe mobile app, the web app, or both? If you are only noticing this with the mobile app, it may help to remove it from your device and download it again.

3 Messages

I spent over 2k on this system and it's worthless. Nothing but issue after issue and customer service is worthless for any of them. 

7 Messages

@emily_s​ I am having same issue -- I've noticed that I can only connect through web app, but not the mobile app. However, I found that if my phone is connected to my home wifi then it will work, but not on network data -- what does that mean? I have already re-downloaded the app, and the issue affects all of my cameras so I do not feel that a reset of cameras is necessary since it is happening to all of them.. I've noticed the camera light flashing blue when failing attempt to connect.. not sure if that means anything?

Community Admin

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2.7K Messages

@Jeff_MWhen the Outdoor Camera’s light is flashing blue that means that a livestream or recording is in process, so this is the behavior we want to see from the camera when trying to watch it live.

Do you see any type of error message on your phone when you try to livestream your cameras using network data? Also, how strong is your phone’s connection to the internet when trying to watch a livestream using data? When watching a livestream, the device does need to access to the internet. If the connection is weak, that can prevent it some successfully loading the livestream.

7 Messages

Hi @emily_s -- I appreciate your response, and apologize for the delay. For some reason I never received notification that your responded? My preferences are saved to notify.. but another problem for another day

I receive a cannot connect/camera disconnected error message when using network data, this happens for all 4 ext. cameras -- I have a 4g tower 2k ft from my home, so really good signal, but still won't connect to my cameras. WiFi to my phone is good, and I am not seeing 'poor connection' of 'disconnected' status from any of the cameras from the 'cameras' dashboard in the app, and also show 'good' for wifi signal/connection, yet still my phone can only view livestream if I'm connected to wifi.. Any additional ideas?

UPDATE: all cameras now connect livestream through the phone app whether I am on wifi or network data, typically in about 4sec; there was a post I read in that their issue was resolved once the cameras batteries dropped into the ~90% range. I believe that may have something to do with my situation? I have a camera installed in my kitchen with open range to the router; battery charge at 95%, exact same issue of only being able to view livestream if my phone is connected to wifi, but works very intermittently when using network data ('camera disconnected').

Community Admin

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2.7K Messages

@Jeff_M​ The ability to view a live stream of your cameras should not be dependent of the camera's battery live, so this is very interesting. What the the model and operating system of your mobile device? I'd like to bring this to our engineers.

And do you happen to see SimpliSafe Community emails in your spam folder? If your notification preferences are set to send you an email whenever someone mentions or replies to you, the email may have incorrectly gone into the spam folder.

2 Messages

1 year ago

Randomly started working again, server issue? Still takes ages to load, not great if you want to check an alert! 

1 Message

1 year ago

I have this same issue. Swapped camera with another one and problem follows the camera. Connection test shows good strength but when trying for live view very often it just hangs on the "launching live view" screen. 

Seems like a camera hardware issue. Any options for a replacement camera other than ordering a new one at full price?

3 Messages

Me too

Community Admin

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2.7K Messages

@jdshatswell ​ Have you already tried resetting your Outdoor Camera? If you haven't, you can reset it by pressing and holding the pairing button on the back of the camera. Once you release it, you will be prompted to reinstall the camera in the mobile app. 

The Outdoor Camera relies on its connection to the Base Station to record and live stream, so it can also help to move the Base Station a little closer to this camera to help with their communication.

4 Messages

1 year ago

Having the same issue!

1 Message

11 months ago

After the last update I'm having the same problem

1 Message

11 months ago

We were having the same problem.   Husband just talked to Simplisafe.  They had him remove the camera from the system and add it back.  Works now.

1 Message

10 months ago

I had to reset the base station by unplugging the ac power and removing the single screw out of the bottom and pulling a battery. 

one it booted back up it worked

1 Message

9 months ago

Had camera for 2 months. Everything was ok. Now having that same issue. Reset the camera and it worked for 2 hours but is right back to doing the same thing. Frustrating 

Community Admin

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5.3K Messages

@dcdickson​ thanks for reporting. Just so we can eliminate some factors, there's a few things to consider:

  • Have you already used the Connection Check Tool to help with diagnose connectivity issues? You can access the tool in the SimpliSafe app, under Menu > My System > Camera Settings > [your camera] > Connection > Connection Check.
  • Have you already gone through troubleshooting for wireless or physical interference? As well as communicating with your WiFi router, your camera also needs to link with your Base Station. It might help to move either your camera or Base Station so there are fewer obstructions in the way.

Of course, our engineers are continuing work on the firmware side to optimize performance. Further updates are on the way soon!

2 Messages

Any updates for firmware? I got the system so it works for me, not for me to for the system! Cameras deep sleep is really annoying! 

11 Messages

9 months ago

I have same issues, 

1 Message

9 months ago

I have two wireless cameras installed, both on the same WiFi network as the base station but using a WiFi extender.  The one that has a poorer “fair” WiFi signal is working fine. The other camera with a better “good” signal states it connects but will not Launch or record video.  It detects motion and sends alerts, with history.  I removed the camera from the system, reinstalled and it work OK for a very short time and the stop Launching or recording video again.  Haven’t tried any other remedies yet. Help please…..Thanks!

Community Admin

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2.7K Messages

@EPM​ If you haven't already, I would try resetting the camera that won't livestream. You can do this by pressing and holding the pairing button on the back of the camera for 30 seconds. 

If that does not help, I would move the Base Station and Wi-Fi router closer to this Outdoor Camera to improve their communication. 

3 Messages

7 months ago

Same issue for months on end. Have tried everything to fix. This system is worthless. 

2 Messages

Any updates? My backyard camera started doing the same recently. It still detects motion and alerts me in the Simplisafe app. But won’t upload video recordings and also won’t launch live view. 

Wifi connection is “good” and all my other Outdoor cams (4) work fine. 

This reply has been converted into a comment

2 Messages

7 months ago

Any updates? My backyard camera started doing the same recently. It still detects motion and alerts me in the Simplisafe app. But won’t upload video recordings and also won’t launch live view. 

Wifi connection is “good” and all my other Outdoor cams (4) work fine. 

This comment was created from this reply

Community Admin

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2.7K Messages

@bojackson63044​ If you haven't already, I would try resetting your backyard camera. You can do this by pressing and holding the pairing button on the back of the camera for 30 seconds. Once the reset is complete, the camera will chime and prompt you to set it up again.

It may also be helpful to troubleshoot for interference. If the exterior of your home is made of dense material like brick or stone, it may interfere with the camera's connection to the Base Station. I would try to move the Base Station a little closer to it to see if that improves its connection.

2 Messages

Reset the camera and it works now. Hopefully not a recurrent issue. 

2 Messages

6 months ago

I discovered that your cell phone Hass to be connected to your data on your cell phone and not the Wi-Fi in your house with the same connection as the camera. If the camera is on your home net work, it will not operate on the same network when your cell phone is using that network as well. You will have limited connectivity. 

Community Admin

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5.3K Messages

@tonyalewissmithYou shouldn't be having trouble livestreaming on your phone while connected to the same WiFi as your cameras. That is, unless there's an issue with the WiFi router, or with the internet service.

Do you know both the upload and download speeds for your internet service? We do recommend at least 2mbps download to stream through your camera, and at least 2mbps upload for each camera in your system.

1 Message

@tonyalewissmith​ I would kiss you if I could. I've been messing with this system trying everything suggested. Turning off wifi on my phone worked. So simlisafe, listen to tonyalewissmith and fix whatever the issue is with wifi vs cellular data instead of denying that is the problem. Thx again.

2 Messages

6 months ago

I just started having the same problem. Camera turns on for motion, won't wake up for live view. This is very concerning and obviously a software issue that is going un addressed by Simpli Safe. I also have random disconnects of door sensors that never happened on the old hardware.  

(edited)

2 Messages

6 months ago

quick followup.  Made sure my base was up to date, and it was. Chatted with Simplisafe support, who checked all my connections and everything was in order. Then reset and reinstalled the camera, and it's working as it should for now. I'm thinking the recent rash of updates required the device re install. 

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