K

Tue, Dec 8, 2020 11:10 PM

Camera Dropping off Account

Over the last 3 weeks, my camera has dropped off the account half a dozen times. Every time I set it up, it's like I'm installing the camera for the first time.

I emphasize it's dropping of my account, not off my network. There's a different error if it's not on the network - that's not what I'm getting. This is the "Set up your camera" prompt with the camera LED blinking white.

If i set it up again, it works again, for awhile. This started a few weeks ago. Nothing about my network topology has changed since the camera was installed a year ago, and even if it had, it shouldn't affect if my account knows there's a camera or not.

Anyone experience anything similar?

Community Admin

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469 Messages

Il y a 2 y

Hi @kwmayo,

The camera can be removed completely from one's account if it is connected to the network by using the reset button located on the top of the camera. If your camera is located outside, is it possible that someone may be pressing the reset button? If not, it sounds like your camera may have a defective reset button and need replacing. If you need a replacement, contact our Support Team at Customer-Support@SimpliSafe.com or by phone at 1-800-297-1605 from 8 AM to Midnight ET, 7 days a week.

SimpliSafe Social Team
SimpliSafe Home Security

Il y a 2 y

I just had the same thing happen to me today.  No explanation from support.  They told me to reset the camera... but the camera is 2 hours away and we're having a snowstorm.

1 Message

Il y a 1 a

I have 2 cameras and 1 of them started experiencing what you are describing. I've called support and reset the camera and the same thing happened again hours later. They are sending a replacement for me. I'm not sure how it's getting wiped out, maybe it's the cold, but the other one works fine