Can't Initiate Live Stream From Within the SimpliSafe® App
If you are unable to initiate a live stream from within the SimpliSafe® Mobile App or Online Account, there are a few steps you can take to try and get things running again.
Using the Connection Check Tool
The Connection Check Tool for Cameras is a great way to better understand your signal strength and upload speed from the router to where your camera is located.
To use the Connection Check Tool:
Open the SimpliSafe® Mobile App (opens in new tab) on your phone or tablet
Choose My System from the bottom navigation bar
Choose your camera from the list of available cameras
Under “Connection” select “Connection Check”
Tap “Start Connection Check” to find your camera’s connection strength
What do my Results Mean?
A good signal strength and/or upload speed means that there is a strong connection between your camera and Wi-Fi network.
A fair or poor upload speed means that you’ll want to reduce your camera’s video resolution. You can do this within the Camera Settings page for your camera in the SimpliSafe® Mobile App.
Open the SimpliSafe® Mobile App (opens in new tab) on your phone or tablet
Choose My System from the bottom navigation bar
Choose your camera from the list of available cameras
Tap on Video Quality
Choose a lower resolution
Select SAVE in the upper right corner to save your selections
It may also be necessary to upgrade your Internet package with your Internet Service Provider (ISP) to improve upload speeds. We recommend reaching out to your ISP to learn more about their offerings.
A fair or poor signal strength means your camera may be too far away from your Wi-Fi router. We recommend moving them closer, if possible. If not, you can opt to install a Wi-Fi extender (opens in new tab) to help bridge the network connectivity gap between the two. You can also move SimpliSafe® to a dedicated network or guest network to alleviate congestion. To learn more about setting up a dedicated or guest network, contact your Internet Service Provider (ISP) or consult with your router’s manual.
Still Need Help?
Don't hesitate to contact our support team (opens in new tab) for additional troubleshooting or assistance. We're here to help!