Wireless Outdoor Security Camera Video and Audio Troubleshooting
Updated
The Wireless Outdoor Security Camera provides an extra set of eyes outside of your home, to alert you to potential threats before an issue occurs. The following article will walk you through some common issues that may occur, along with the steps you can take to troubleshoot the issues and work towards a resolution.
You may scroll through the article, or select a topic from the list below to navigate directly to that section.
Incomplete Recordings
Incomplete camera recordings can often be a symptom of an underlying network connectivity issue. To rule out any temporary connectivity issues, we recommend rebooting your router - especially if it’s been a while since you’ve done this. To reboot your router, simply unplug it from power for 30-60 seconds, then plug it back in. This will provide a fresh connection for your network devices.
If you’re still having trouble after a router reboot, we’d recommend using the Connection Check Tool found within the SimpliSafe® Mobile App to further analyse your network connectivity.
Delayed Live Streaming or Trouble Live Streaming
To optimise battery life the Wireless Outdoor Security Camera enters a “deep sleep” mode when not in use. When a live stream is initiated, the camera must first wake up and then connect to Wi-Fi to start the stream. This process can take up to 10 seconds.
If you are concerned about this delay or are experiencing a delay longer than 10 to 15 seconds, you can try the below steps to troubleshoot your camera’s Wi-Fi and system connectivity
Move the Base Station closer to the camera
Ensure your Base Station is connected to Wi-Fi
Bring the camera and your internet router close together
If the Camera works in this position, there may have been too great a distance between the devices and you will need to install the camera closer to your internet router
You can also purchase a Wi-Fi extender to extend the range of your Wi-Fi
If the camera still does not connect when it is right next to your router, you may be experiencing Wi-Fi connectivity issues; in this case, you can try to troubleshoot your Wi-Fi connection.
Not Recording or Live Streaming
If your camera is not recording or live streaming, there are three main factors that you can check for - environment, connectivity, and battery.
Environment
The Outdoor Camera’s optimal temperature threshold is -20°C to 50°C. If the camera overheats from high usage and its temperature rises above 48°C, it will shut down in order to protect the battery from damage or catching fire. Once the camera has cooled back down, it will turn back on and resume functioning.
Connectivity
If you have ruled out both battery and environmental issues, you can try to troubleshoot your Wi-Fi connection.
Battery
Remove the battery from the camera
Connect it to power using the in-box USB charging cable
If the three lights on the battery do not all light up, it is not fully charged
The Outdoor Camera charges fully in just 6 hours for a battery life of up to 3 – 6 months
Ensure your battery is into the camera with the three metal dots lined up with the metal lines inside the camera and the tab facing out
4. Check to see if the lens of the camera is aligned with the speaker facing down and tightened fully
Camera Does Not Detect People
Our Cameras have a wide field of view to maximise coverage inside and outside of your home. If you find that your camera is not detecting people or motion, there are a few steps you can take to improve its’ functionality.
For the Outdoor Camera, Smart Alarm Wireless Indoor Security Camera, and Video Doorbell Pro, you have three options for controlling motion detection:
To note, SimpliCam Wired Indoor Camera only allows you to control Sensitivity for Motion Detection.
Sensitivity
The sensitivity allows you to control how precise the camera is at detecting motion. We generally recommend setting this to medium for most homes.
Motion Type
This allows you to choose between tracking all motion, and people only. For the Smart Alarm Indoor Camera, we recommend setting this to People Only, especially if you have pets within your home.
Activity Zones
This allows you to configure your camera to track motion within a certain parameter or exclude tracking it for other areas such as a busy street or sidewalk.
To improve motion detection, open the SimpliSafe® Mobile App and follow these steps:
Choose the Cameras tab at the bottom of the app
Tap on the Gear Icon in the upper right corner
Select your Camera
Tap on Motion Detection
On this screen, you’ll be presented with the option to adjust the sensitivity, motion type, and even set activity zones, depending on your camera.
If your camera is still not detecting people, we recommend resetting it. You can find the steps to reset each of our SimpliSafe® cameras in the Help Centre articles below:
Two-Way Audio Is Not Working
The Wireless Outdoor Security Camera has a Two-Way Audio feature that works with a simple tap of the speaker button, unlike the SimpliCam® indoor camera where you hold the button while talking and release it to hear. Holding down the Outdoor Camera speaker button will not allow the two-way audio to work properly.
In order to test two-way audio, you should stand far away or in another room from the camera and have someone else stand near the camera. This is because the camera will automatically detect and mute any echo it hears, including one caused by the sound looping between the camera and your phone’s speakers.
If your two-way audio is not working, use the guided flow below to walk through the troubleshooting steps.
Videos Not Showing Up in the Timeline
Video recordings are only available to users who are subscribed to select monitoring plans. If you do have a monitoring subscription with recordings and are not seeing videos from your cameras on your timeline in the SimpliSafe® Mobile App, you’ll need to ensure that “Motion Events” are turned ON within the motion detection settings.
Open the SimpliSafe® Mobile App on your phone or tablet
Select the Cameras tab at the bottom of the app
Choose the gear icon for Camera Settings in the upper right corner
Choose the camera you wish to make changes for
Select Motion Detection
Toggle Motion Events ON
Click Save in the upper right corner to save your settings before exiting