All Cameras Do Not Record When An Event Occurs (Arm/Disarm/Secret Alert)

I have the same problem. 

Within the past week, my cameras have stopped recording events.  In the past, when I set or disable my alarm or when a secret alert was triggered, all my cameras would record.  Now only one random camera records.  For example, instead of seeing my front door keypad when the alarm is shut off, the only recording may be the hallway or office camera.  I did add the new indoor camera and outdoor camera this week and thought that might be connected.  But if others are having the same problem then maybe not.

I've just spent almost an hour on the phone with customer support and they were not helpful at all.  They kept asking to check my wifi and motion sensors on my cameras.  Wifi is not the problem and my issue had absolutely nothing to do with the motion sensors.  Whoever I spoke to I don't believe ever understood my problem.    After 45 minutes, I finally asked for a supervisor and am supposed to receive a call back.  We will see... 

Thanks for the response. 

The camera that records when the system is disarmed or a secret alert is triggered is random. It could be anyone of my cameras, but it's only ever one.  It used to be all cameras that recorded. 

All my cameras will detect motion and all will record.

In my timeline after an event, there is only one random recording where there used to be multiple recordings.   This is the issue.  

I tried resetting one of my cameras I could reach and that didn't fix anything. 

There was another thread where someone else reported the same problem. 

I have noticed this within the last week or so as well. specifically, whenever i disarm my system, i have have one recording from a random camera in the app (both ios and android), whereas i used to have three recordings, one from each of my three wired cameras. Looking back through my timeline for the past 30 days, Simplisafe has purged all but one of the three recordings i did have for each time i disarmed before this started even. Basically, to me, it appears that Simplisafe has downgraded our recording/storage capacity, while recently increasing their rates.

Similar issue for me… It used to be that all cameras recorded upon alarm or disarm. Now only the standard wired camera does and not the wireless smart camera unless it’s the motion detector inside it that sets off the alarm. I’ve just spent 1hr15mins with a level 1 and then a level 2 technician resetting the wireless smart camera multiple times and changing numerous settings. It still doesn’t work correctly. Hopefully enough people will report a problem that SimpliSafe will check their firmware and debug it. 

I think it's clear that the issue is not our individual cameras and something that SimpliSafe has to fix.

@emily_s​ 

Same issue here. Only one camera recording (selected at random) of two is viewable in my timeline after front door entry sensor is opened. Both cameras are triggered correctly (shutters open and flash blue, close after 60 seconds). Both cameras are connected to the WiFi and viewable on demand. I’ve had this setup for the last 5 years and this issue started occurring in the last week. As another person commented, it appears the second video was purged from my 30 day history, too.

Chat support was useless - had me reset both cameras, reset WiFi, and tried to sell me on turning on motion activated recordings (despite that having nothing to do with the issue). 

@froeber​ This issue you reported sounds similar to something our engineers are investigating, so I moved your comment into this post. Your case details have been forwarded to our engineers - someone may contact you as they continue to look into this.

@emily_s , Good call. You are right! This is the right place for my problem to reported as everyone here is having the same problem. Good catch moving my post! I'm a retired SW developer who developed systems like this at times and had to address issues like this. When I saw what had happened the other day I assumed (like @James_S ) that it was an (upsetting) attempt at a significant downgrade in service. From what you say, it sounds like more of a bug introduced by some recent SW update. I know all too well those can happen ;-).

It's a weird bug because, as others have said, it retroactively changed the results of all the recorded timeline data presented to us customers to match the new concept of limited (to 1) random camera recordings from any event that used to record multiple cameras.

I'm glad the team is working on it and will hopefully fix it soon. I looked for something broken on my end and it wasn't there (ie everything worked as expected except for the data now available from your back-end system). It's obvious to the people working this problem on your end but I would focus on checking the changes made to the SW via updates the past week. Unless some serious change was made to the backend HW setup that caused some "limited bandwidth" data shedding operation to kick in. Anyways, I'll be glad when it's fixed. Thanks again!

update: i tried a few things and the random camera recording does not seem to be either the last watched or the last triggered by motion. 

It also does not seem to be a set sequence - in other words it isn't camera 1, camera 2, camera3.... it can be camera 2 three times in row and then camera 1 then 2 again then 3... it seems to be completely random.

I also don't thing the outdoor camera is ever the one. (i have a door bell 2 simplicams (with outdoor kits outside) and an outdoor camera. It seems to always be the door bell or one of the simplicams.

I 

@jallen_45​ Your comment sounded similar to this issue that our engineers are looking into, so I've moved your comment here. I've added your case to our engineer's ticket, and once I hear more from them an update will be provided in this thread.

I am also having this same problem! I have chatted with tech support the last two nights in a row. I have had this system for three plus years and every time with a secret alert, all my cameras would record and I would receive a recording. Now when I am opening my back door I am getting a recording only from my front door outside camera.( which makes no sense) It seems to be so random which camera I will get a recording from now, but it’s only ever one out of my three even though it looks like all of them are recording. When I chatted with tech support they continued to repeat what I had already done and gave me generic answers. They continued to tell me it was my internet provider and connection even when I gave them proof from my internet provider app and the Simplisafe connection check on their app that my connections for my cameras are good in both areas. I have not had any problems with this system and have loved it until I believe this last update when this changed. I would like to also be updated if possible as I would like to be able to know if someone comes in my back door I will get a recording from my living room camera which faces my back door instead of my front door. 

Add another one to the list @emily_s . We are having the same problems as everyone else in this list. Cameras aren't recording. I stood in front of all three of them today, blue light came on, no recording. I also know the dog walker was here today and a package was delivered while we were at work and there is no evidence they were ever here...no recordings or alerts. And random older recordings have disappeared.

Hmm, so it says 3 recordings this morning when disarmed. Still nothing from the outdoor camera.

Recordings now working properly for me and showing up in the app (both ios and android) as of last night. All wired cameras recording/showing in the app when I disarm the system. Outdoor battery operated cameras have never recorded/shown in the app on disarm for me.

Hmm, you may be right about disarm, guess i am going to have to set the alarm off and see if i get 4 recordings.

I reported this to the UK support folks a few days back. They’ve been really responsive (big shout out to Oliver) and they’ve advised it’s been fixed overnight. Got a call from them as well as an email. I can report that it is indeed fixed.

The outdoor cams won’t record in disarm, but you can check they record by setting off a secret alert to test the ‘all camera record’ feature. I’ve done so and the timeline now works as it did before the bug got introduced…