Community Admin
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5.6K Messages
"Camera offline" error despite live stream and recordings working as expected
We have been seeing rare reports of users seeing that your Outdoor Camera is reporting as “offline”, even though the camera itself seems to function as normal. The camera is able to livestream and record, and the Check Connection feature in the SimpliSafe® app also reports a good connection.
As a reminder, the Outdoor Camera has two different wireless connections: the internet connection through your WiFi router, and the local radio connection to your Base Station. In order to ensure proper function, we need to make sure that your Outdoor Camera is set up for good reception for both - you’ll want to make sure that your camera is not only within range of your WiFi router, but also closer to your Base Station. We do have some tips on the Help Center for best practices.
Previously, we had reported that we included possible fixes in alarm system firmware 2.15, that would help resolve some of these offline errors on the Base Station end. While we still recommend updating to the latest firmware to improve communication, we also continue to investigate. If you have already updated to the latest firmware, and attempted standard troubleshooting, please check in here so we can continue to track your case.
Official Solution
davey_d
Community Admin
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5.6K Messages
1 month ago
Hello all,
An update for this issue: We are still seeing cases, so we have returned it to IN PROGRESS status. Keep us updated here if you are still seeing this issue on your app.
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les101
9 Messages
5 months ago
I have an outdoor camera that keeps sayings its offline even though the connection test states good signal (not fair) and sufficient bandwidth. Even when the message is there I can always connect to the camera and see the video with the normal startup delay. `
Right after I finish watching a live stream the camera states offline. Clearly its not offline since I have no issue connecting to it.
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mleebear
1 Message
5 months ago
I have 2 outdoor cameras and recently got a notice that one had a low battery. I have a spare battery that I keep charged and put that battery in the camera. I could not get the camera to connect to my alarm system. I charged another battery and put it in the camera and everything works. The first replacement battery (the one that would not allow the camera to connect) may be faulty. I plugged the battery in to charge and the top to lights are on; one solid and one blinking. None of the bottom three lights on the battery are on. Again, do I have a bad battery?
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AmandaD23
1 Message
4 months ago
There are three cameras on my system that seem to be acting as you mentioned above. I called into tech support yesterday when three cameras were showing offline. Yesterday, they were not picking up motion, but normally displaying live feeds. Those three cameras were removed from the system and readded. The firmware was updated to 2.15.8.0 as well. That seemed to fix the offline status for the day and they are now consistently showing offline again. They are picking up motion even though they show an offline status. Check connection is showing good connections. Are there any updates on fixing the offline status?
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hpark
2 Messages
14 days ago
I can see live streams and get motion notifications on my wireless outdoor cameras but when I do the connection check, it reports they are offline.
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MarkMcFarlane
2 Messages
12 days ago
I am having the same issue with my 1 external camera. I can receive motion detection alerts, watch the alerts, but it states my camera is offline
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dlpsr
1.1K Messages
11 days ago
I've had it also recently, it comes and goes. Perhaps rebooting wifi and doing a base reset will help a little.
No rhyme or reason determined yet.
Same cameras, same distance, same base location, and NO, no interference and my walls didn't get any thicker, we have no baby monitors, and the same.miveowave and garage door opener, tv remotes are good, 😆.
I've already played musical base station to test and that meant nothing 6 feet from a camera.
Unless the base stations RF signal weakens somehow, there is no "normal" explanation.
Currently its not there for a week or so now, but was a week or two ago for several days or more. Unexplainable.
No ISP issue I cold track down.
I blew out the base a couple times, rebooted wifi 15 times probably over the last month, including with inside tech, who has disappeared again. 😂
WiFi dropped the other day, only on the base station, probably 15 times in two days and is now acting normal, for a while...thats a known ongoing issue foe some folks.
No introduction of any devices that haven't been here before or were already here to begin with.
There's an "unknown at this time factor" involved. Wifi, ISP, base station component degradation, firmware clogged, app? All?Who knows?
App has been flakey for quite a while, poor battery charge level feedback to the point, it's unreliable to even believe the app charge level.
Won't always collect sensors status when arming etc. without multiple retries. Arms but fails sensor status 3 times. Cache is cleared daily, app was just reinstalled 🙄 a couple weeks ago.
During the day when the batteries should be black and charging, some are 100, which may not reflect charging, one is 90 and green, but should be black.
There's a plethora of app and firmware bugs, I'd recommend someone fine tooth comb thru them and debug it.
The more improvement you attempt to make, the more bugs are introduced.
Most or many above are longggg, ongoing issues.
Example, the green 90 in pic should show charging, I can refresh until I'm blue in the face and no change. Typical of late as well.
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emhoffman86
6 Messages
8 days ago
Same issue for me that I noticed a few days ago. I reset my base station and camera but no luck. I hope a software update will fix this given that it seems to be a common problem
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