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 Response
davey_d
Community Admin
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5.6K Messages
23 days 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
4 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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