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5.3K Messages

Friday, May 5th, 2023 7:32 PM

Resolved

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.

2 Messages

11 months ago

Brand new cameras.  Never flash white. 

Community Admin

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5.3K Messages

@coralnewton94​ thanks for reporting. Your case seems to be a little different, as others in this thread have reported their cams being fully set up, and then suddenly stopped working.

But you're saying that out of the box, your cams are flashing blue? Have you already tried resetting the cams by holding the pairing button in the back for 30 seconds?

3 Messages

11 months ago

I am not sure if my issue is related but it is similar. I realized recently that one of my cameras stopped reliably recording events. I reset the camera and the issues persists.  I just recharged the camera battery for one of my other cameras and it is now having the same issue. I can view live stream but get no recordings. When I stand in front of the camera, I see the blue flashing light as indicated in this issue. Please let me know if you need more information.

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1 Message

11 months ago

Mine is now flashing blue but offline on the app

1 Message

11 months ago

Having same issue as everyone else.  Other cameras working fine.  Camera says it’s recording but can’t connect online.  Just flashes blue .  Can’t see live stream or see video recordings .  Tried to do the trouble shooting shooting but it didn’t help.  Hopefully SimpliSafe has a solution soon.  This isn’t very safe 

1 Message

11 months ago

Bought 2 cameras as a set from Best Buy that came with base and all. 

I only needed the cameras

initial install was fine. 
but first view got stuck on “live view processing” in the app. 
never came live. 

tried hard reset but doesn’t reset. Deleted camera and tried to re install. Now it doesn’t connect because it is stuck in the blue flashing. 

Need help resolving asap as the area I moved to is not so great :(

I have an interactive plan and if it can’t be r resolved I will switch as I would be paying for nothing

11 months ago

Today is June 1st 2023 and I am having this issue for the second time!! For the hefty price of $180 I feel these cameras should work… this is very frustrating and needs fixed soon otherwise I’m going to sell all of it and go with a different security system. Thanks

1 Message

11 months ago

Same issue with me as well. I even bought a replacement battery because I thought that might be the issue. Now I have no visibility of my front door and 2 batteries and a camera that are paperweights.

1 Message

11 months ago

I am also experiencing this problem. I just bought two new outdoor cameras. Upon adding the first one to the system, I was never able to actually load the live feed. I removed it from the account to start over, but first checked for an update on the base station, which was available, so I updated that. Now, however, when I attempt to follow the steps to add the camera, I only get the blinking blue light from it and no other responses, chimes, etc. Holding the button for 30 seconds appears to have no effect on this behavior, does not seem to perform any sort of reset. 

1 Message

11 months ago

I have the same problem.  Bought the camera a little more than a month ago.  Installation was ok, and the camera worked for the most part.  It did disconnect from time to time, but I could get it back to work.  

A few days ago, I got an email saying the camera's battery has drained.  After recharging the battery, the camera could no longer reconnect to the system.  It just flashes blue.  I've tried to do hard reset by holding down the pairing button, and it didn't do anything.  Still flashing blue light.

1 Message

11 months ago

I'm having the same issue. My camera's battery seemed pretty full, but then a few days ago, the app was not connecting to the camera and eventually said the battery was dead. I replaced it with a fully charged battery, but the app was still saying the battery was dead. I tried resetting the camera, removed it from the app, but now the app won't recognize the camera if I try to reconnect - it's continuing to flash a blue light.

2 Messages

11 months ago

Hey all,

I just had the exact issue. I chatted with Customer Service and they had me swap batteries in different cameras. The batteries were all good but the camera wasn't recognizing it for some reason. They are sending me a new camera to replace the old one, which is great, but my faith in the hardware has taken a hit. I'll follow up again if the issue persists as I have two other cameras that haven't needed their first recharge, yet—I'm expecting more of the same from each of those but fingers are crossed.

Community Admin

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5.3K Messages

@SJMCK​ When you say that your Outdoor Camera wasn't recognizing these batteries; do you mean that the camera won't power on at all - not even the flashing blue light that others in this thread are seeing?

1 Message

11 months ago

This is so annoying. I’m having the same issue. My camera will NOT reset and it stays disconnected but blinking blue. 

1 Message

11 months ago

Same problem. Here's the solution, detach the front of the camera. Then but it back and keep the button at the back press until it reset to factory settings. Now you could start again the setup FROM the app. Don't use the keypad.

14 Messages

@rachevere​ Same result as others have reported. Camera DOES NOT RESET, just continues to blink blue.

1 Message

11 months ago

This just happened to me, flashing blue, but the camera is not resetting even after holding the button for 2 minutes. I removed it from our plan and tried to add it back but still flashing blue, what can I do?

Community Admin

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2.7K Messages

@mswhipp​ Thank you for reporting! Our engineers are currently investigating this issue. Once they find a solution, an update will be provided in this thread.

1 Message

11 months ago

having same blue light and connecting problems…even with new outdoor camera sent to me…this just wont connect! this is very annoying!

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