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Friday, May 5th, 2023 7:32 PM

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Outdoor Camera Unable to Reconnect, Flashing Blue

Hi folks,

There is a known issue where some Outdoor Cameras may become unresponsive after reconnecting or charging/swapping batteries. You may see the LED flashing blue - indicating that the unit is actively attempting to send data - but it isn't able to send recordings or allow livestreams.

Firmware Update 1.18 contains a partial fix for this issue, and should now be rolled out to most users. You can check your camera’s version in the SimpliSafe® app:

  1. Tap the Cameras tab
  2. Tap the ⚙ Gear Icon (top right)
  3. Select your Outdoor Camera
  4. Scroll down to the bottom of the settings page

If your camera is showing the symptoms above and is ALREADY on firmware 1.18

You may still need to perform a reset to restore functionality:

  1. Remove the Camera from your system in the SimpliSafe® app:
  1. Tap the Cameras tab
  2. Tap the ⚙ Gear Icon (top right)
  3. Select your Outdoor Camera
  4. Scroll to the bottom and select X Remove Camera

  1. Reset the Camera itself:
  1. Press and hold the Pairing Button on the back of the camera
  2. Continue holding until the camera chimes (about 30 seconds)

You may see the LED indicator blinking white, indicating that it’s ready to set up.

  1. Return to the SimpliSafe® app to reinstall the camera:
  1. Tap the three-bar ☰ Menu icon on the top left
  2. Select Add Device or Camera
  3. Tap Let’s Go
  4. Scroll down and select Wireless Outdoor Cam
  5. Follow the instructions on the SimpliSafe® app for setup

If your camera is showing the symptoms above and is NOT on firmware 1.18

We will need to perform further troubleshooting, including possibly replacing your camera. Please contact our Support team and we’ll take care of you.

1 Message

1 year ago

Having what sounds like the same blinking blue light issue on 2 of my 3 outdoor wireless cameras, it started after issues connecting and after multiple hard resets/battery swaps, Router 2.4Ghz network checks and reboots. One camera seems to be working well and connected first time with no issue.

Do you know if this a firmware or hardware problem? as i've seen others have had replacement cameras, which i'm reluctant to do if they will potentially just do the same again. If it is firmware (as i've also seen mentioned in the thread) do you have any sort of ETA on when a potential update might be rolled out?


Thanks

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@Dolan​ at this point we have identified it as a firmware issue. However, the issue requires a specific condition, so it doesn't happen on every device. The bad news is that at least some units on older firmware may not be recoverable, which is why we're opting for replacements. That is likely the best option for you as well.

14 Messages

@davey_d​ But what broke it? These cameras, regardless of firmware, have been recharged successfully in the past. 

6 Messages

1 year ago

After a year of troubleshooting these cameras, they finally seemed to be behaving better until these new issues started. We thought for a while that they require UPnP to work smoothly, which we didn’t want to enable on our network, but have since determined that enabling just Zeroconf on our router seems to be enough. Splitting the 2.4GHz and 5GHz bands into separate SSIDs is a must. Just within the past month or two, we had one outdoor cam get stuck (only once) recording continuously for hours, draining the battery, as another user mentioned, even though we couldn’t play the recording in app. Don’t remember if we had trouble recharging it that time. Also within the past month or two, a second outdoor cam, after recharging, wouldn’t reconnect to our app, as original poster describes. We recovered it by removing it from our system, hard resetting it, restarting the router (seems to matter), and adding it again. As best as we can recall, it didn’t want to add, with the base station light spinning endlessly, but after it “failed”, closing the camera setup revealed it had in fact been added again. It’s still working, at least until the next recharge. The first camera, meanwhile, has since had the same thing happen, and we performed the same steps, but couldn’t get it to re-add - base station light just spun until the camera flashed red. It is currently halfway set up. Just bought three more brand new cams on the Memorial Day sale, but afraid to set them up until this is resolved for fear of bricking them. Please fix this soon.

4 Messages

11 months ago

Same issue.  Wasted 3 hours of my time with SimpliSafe. Now looking for security system to replace SimpliSafe. Thankfully,  my Ubiquity UniFi cameras have been flawless for 6 years.

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@sunnyfallsrb​ Sorry to hear that you had trouble. This issue is with the firmware side, and our engineers are working on a fix ASAP. In the meantime though, we strongly suggest that users reach out to our Support team so we can get you a replacement unit.

(edited)

4 Messages

@davey_d​ 

Tried this...just got another worthless bot.  Your customer service process truly sucks.

You have my email address.  Use it to locate my account and call me if necessary. Or just send me a replacement camera...which is what you should be doing for everyone who had one that is now no longer working because of your screw up.

Community Admin

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242 Messages

@sunnyfallsrb​ I certainly understand the frustrations here. I went ahead and requested that someone from our specialist team reach out to you directly to schedule a call and to get that camera replaced. You should be hearing from someone shortly.

1 Message

11 months ago

Blue light question, can it be shut off?  My outdoor cams are working fine, I just hate the blinking blue light triggered by motion and recording.  Especially at night, it's very noticeable and I'd rather not advertise to passersby that I have cameras (that can be stolen). Is there a way to shut off that blinking??  Is there a stealth mode of some sort?

Update:  Found it, in the camera settings in the app I was able to turn off the light.

(edited)

This comment has been converted into a post

2 Messages

11 months ago

I disconnected my outdoor camera, and now can't reconnect. 

I just get a flashing blue light, but it's not connected to the base station to record. 

I've ran battery down, recharged, held reset button for 30 seconds, but nothing, still the flashing blue light.

Note: This comment was created from a merged conversation originally titled Flashing blue light on my outdoor camera

Community Admin

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@ashleywitcher3​ thanks for reporting. This is a known issue that our engineering team is currently working to resolve via firmware update. But in the meantime, so we can get your system online much faster, I recommend reaching out to our Support team for a replacement unit.

14 Messages

11 months ago

1. Remove camera(s) from system

2. Reset base station

3. Press and hold camera reset button for 50 seconds, then release; camera should now be flashing white

4. Add camera(s) back to system

2 Messages

Here it is! This is the solution!☝️You have to  RESET THE BASE STATION, just resetting the camera won’t work. Thank you dbprendergast!!

2 Messages

I have to say, the troubleshooting and engineering teams should know this. An ongoing problem for several months and affected customers are getting nothing but feckless feedback. You should thank customers like dbprendergast, thanks to them I didn’t order a system from another company tonight. That may change however. The camera installation instructions leave us at a dead end with this problem. I’m a longtime customer but I doubt my patience will win out next time.

11 months ago

seems like still no solution then? Unfortunately I removed my camera from my system prior to finding this thread so I am not sure what firmware I have installed but holding the pair button has had no effect on the camera and I still cannot connect it to my system. 

But now I am in the same boat as many here of having a camera that does not work and seemingly cannot be recovered. please advise

Community Admin

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@joshryangranger​ the next step for you is a replacement. Please contact our Support team and we'll get you a new unit.

2 Messages

11 months ago

Same issue as everyone else. Flashing blue light, not connected, reset button not working. 

11 months ago

I am a brand new customer - joined 2 weeks ago. My camera did this today. Chatted with customer support and they are sending me a replacement camera. 2 weeks and my brand new camera is now consider defunct. That shouldn’t happen. What are you doing to address this issue. I don’t want my replacement camera to become defunct in another 2 weeks. 

Community Admin

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5.4K Messages

@grantwinslow92​ our engineering team is continuing to work on this investigation. We already know that it's a firmware issue. On an older version, a very rare and specific software issue would lock up the camera so that the hardware was unusable - hence requiring a replacement. But if this happens again, so long as your camera is on firmware 1.15 (where part of the fix was applied) or higher, you should at least be able to do a hard reset to restore function.

1 Message

11 months ago

how do i hard reset

Community Admin

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5.4K Messages

@vp4fun​ you'll want to press and hold the Pairing Button in the back of the Outdoor Camera for 30 seconds. When you release, the camera should chime and reboot. You can then set it up again through the SimpliSafe app.

2 Messages

If the reset button in back is not working, what is the best solution?

Community Admin

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5.4K Messages

@wildeklave the next step is to reach out to our Support team for a replacement.

1 Message

11 months ago

I have the same blinking blue light on my wireless outdoor camera and it will not be recognized by the system. Tried hard reset button multiple times. This problem has been known too long............... what is the solution???

Community Admin

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2.8K Messages

@DStick​ Our engineers are still working on getting this issue fixed as soon as possible. In the meantime, I would recommend contacting our Support team for a replacement camera.

1 Message

11 months ago

Same issue. I was able to hard reset one camera by holding the button down for 16 seconds as instructed but the other just keeps flashing blue…has this been resolved yet?? 

Community Admin

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2.8K Messages

@CPearse​ Our engineers are are currently working on resolving this issue with a firmware update. To get your other camera online faster, I would reach out to our Support team for a replacement

1 Message

10 months ago

I have been in blue light hell with one of my cameras for about a week period I thought it was a Wi-Fi connectivity issue originally as that's a frequent problem period finally rebooted everything in my system more than once and the camera still I'm not connected period I only noticed today after I charged the battery for the third time, that It was a blue light that was continuously blinking. I tried disconnecting it from the System and reconnecting it, but that failed. Blue light still kept going, but no camera on my system. It is still not connected to Wi-Fi period it's basically a piece of trash that's 18 months old period given how many of my pieces of the system that are acting up after 18 months irapidly getting to the point of finding a new system period  I have already been telling people what a disaster this has been..

Community Admin

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2.8K Messages

@mccarthy911​ I'm very sorry to hear this. The engineering team is continuing to work on a solution to this very rare firmware issue. In the meantime, I would recommend reaching out to our Support team for a replacement camera so we can get it back online ASAP.

2 Messages

10 months ago

Same problem. I have 3 outdoor cameras that were bought 1 year ago at the same time and 1 of them started the blue light nightmare on June 1st, which happened to be the same day that the other 2 cameras updated from v1.15.6.391 to v1.16.9.778. After arguing for almost a month with Simplisafe about this known issue, a replacement was sent and installed on 7/4. Your customer service is terrible by the way in trying to explain this known issue that has multiple entries on this forum. Anyway, the replacement camera stated via the app that it downloaded and successfully installed updates but of note this replacement camera is v1.15.6.391 also and has never updated itself to v1.16.9.778. About 4 days later, and I am back in a blue light nightmare with the "new" replacement camera. So what is the deal? Are you still sending out faulty cameras now that this is a known issue? Wouldn't it be wise to ship any new cameras with the correct update already installed? What do you suggest now for my replacement camera?

(edited)

1 Message

10 months ago

Hello, I am experiencing the same issue with one of my outdoor cameras. 

Community Admin

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2.8K Messages

@msteines72​ Our engineers are hard at work on finding a solution to this issue. In the meantime I would reach out to our Support team for a replacement camera so we can get it back online.

2 Messages

@emily_s​ What do you suggest for my post?

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