‎"Camera offline" error despite live stream and recordings working as expected | SimpliSafe Support Home
 
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5.3K Messages

Thursday, February 22nd, 2024 6:55 PM

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"Camera offline" error despite live stream and recordings working as expected

There have been a few 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.


We have determined the cause of the issue relating to how the Outdoor Camera syncs with the Base Station, and a fix has been issued as part of Alarm System firmware 2.15. If you are still experiencing this issue after installing that update, please let us know in this thread.

9 Messages

2 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.

Note: This comment was created from a merged conversation originally titled Outdoor camera keeps saying offline

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5.3K Messages

Hi @les101 ,

Glad to hear that a reset worked for you. That's what I would have suggested. It sounds like the issue was that the camera was not correctly syncing with either the app or the Base Station. If you see this again, let us know and we'll take it to our engineering team.

2 Messages

I have the exact same issue happening on two different cameras.  I have a mesh WiFi network and used the cameras originally with two mesh nodes no more than 15 feet line of sight from each camera.  I then purchased two different brand range extenders and used them on a different WiFi network.  Same issue.  I can connect on demand without issue.  Both cameras have good signal strengths and throughput.  They detect motion and report the motion event as expected.  Still, the app shows off line just like les101 reports above.  I'm an embedded systems engineer and this sounds like a firmware issue to me, either in the cameras or in the base station.  I cannot believe that we are the only ones having this issue.

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@mdehrnsb​ where are those cameras located? Presumably outside of the house?

One important thing to note is that while the camera feed goes through your home's WiFi, they also need to link with your Base Station. It's possible that the issue here is that the signal to the _Base Station_ is being blocked.

I would suggest testing just one camera by moving it temporarily into the same room as the Base Station. If the incorrect "offline" status goes away, then we know that my theory is correct. Then maybe you'll want to move the Base Station closer, or just in a different spot where it might have a better time linking with those cameras.

1 Message

1 month 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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2.6K Messages

@mleebear​ When you plug in the Outdoor Camera's battery, you should see one solid light and one blinking light, as that indicates that its currently charging. Once those three lights are illuminated, that indicates that the battery is completely charged. 

However, if you had previously charged that battery all the way and the Outdoor Camera would not turn on once it was inserted, that could indicate a problem with the battery itself. Especially since you plugged it in again and it and the lights indicated that it was actively charging. In that case, I would recommend contacting our Support team for further assistance.

1 Message

29 days 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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2.6K Messages

@AmandaD23​ Our engineering team is continuing to investigate this error. I've added your case details to their ticket to help them find a solution. 

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