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Sat, Jan 4, 2020 4:45 AM

Camera installation keeps looping back to beginning of process

Can't install camera. After it scans the QR code it just goes back to flashing white. Been dealing with this for weeks now. Occasionally a message pops up that says problem installing the "null" camera and that's it. Most times that doesn't even happen.

Looking for suggestions. (Also, *why* doesn't the forum have a search function?)

1.3K Messages

3 y ago

1st thing is the cam works only on 2.4GHz WiFi.

2nd, the phone you are using to do the setup/QR code has to be connected to the same 2.4GHz WiFi as the camera will connect to.

4 Messages

Thank you.

Well, Fios now switches your wifi frequency between 2.4 and 5 automatically. You don't know what frequency it is at any given time. You don't have control over this.

However, my guess is that it is the second item. Why isn't this disclosed in the instructions? Why would they assume everyone has one wifi SSID though technically I could have been using data even.

Unfortunately neither helped. Still getting the "we've detected a problem with 'null' camera" and a loop back to the beginning of setup.

4 Messages

3 y ago

Anyone else have this issue or can help. Isolating 2.4 didn't work and was a big waste of time to do then undo without solving the problem.

Captain

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4.7K Messages

3 y ago

@gnrbernstein  you can search the forums very well using a google site search. Go to your search bar and enter

site: simplisafe.com/forum SS3 Simplicam qr code scan

How old is your camera? I had one for a while that a firmware update made it unable to update.  Support identified it by serial number and sent me a replacement at nc. I would call SS to troubleshoot.

4 Messages

3 y ago

The problem isn't the QR code. That's the only thing I've seen on the forum. Doing a generic google search on the "null camera" error pulls up a few things mixed into the QR code discussions but they are unanswered.

When the password was incorrect it told me so it reads the code. It sometimes gives a "problem detected with "null" camera" error message and no explanation as to what the problem is or how to fix it. That usually only happens once. After that nothing happens on the app, it just continues to loop the voice prompts.

I don't know how old the camera is. It came with the house. The system is SS2 though. I'll try contacting SS again. Last time they told me they were having firmware update issues on cameras but that was over two weeks ago.

Captain

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4.7K Messages

3 y ago

@gnrbernstein  the firmware update being hung up is another known issue (also springs breaking on the privacy shutter in early) units) I really recommend you call SS and get a nc replacement under the 3 year warranty...and politely insist on it. I know calling now is a pain but think you have to get the camera replaced.

1 Message

2 y ago

I am having the same problem Null error, I can find no answers for the problem.