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Sun, May 17, 2020 1:48 AM

Camera not visible in App (iOS)

I have SimpliSafe camera and doorbell. I get motion alerts, but can't view live through the app. I am able to view live using web browser. When I click on Camera in the app, it's giving a message Setup a camera. It doesn't list the cameras. It was working few weeks back.

1 Message

Il y a 2 y

I have the same problem.

1 Message

Il y a 2 y

I have the same problem.  Just bought the camera 2 days ago and set up works the first time and see the camera from my Iphone, but it doesn't show up at all on my wife's phone. Next time I look at it on my phone, it tells me to set up camera.  Very frustrating.  I spent an hour on the phone with the Simplisafe customer service tech trying to get the app to work.  Finally, she said it was being escalated as an issue?!?  I guess we'll see if they get the issue resolved?

Il y a 2 y

We are too- iphone app shows camera and nothing in Android app.

1 Message

Il y a 2 y

I have the same problem. Once I tried to login to the app from another device, the camera has disappeared and I can't access the stream on android phones or the web page.

2 Messages

@alden1818 same here. Paid to much dang money for this crap. Everytime I try to watch live view it works first time and then no more. Now camera has totally deleted and have to reset up the camera. Crappy product so far and probably gonna get my money back. 

1 Message

Il y a 2 y

same issue, setup up my system with camera and it worked one day. Now, I can't get to the camera in the iOS App and it asked if I want to setup a new camera and I cant get past the question if the lights are flashing on the camera because the blue light is already set on the camera stating it is connected.

Community Admin

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469 Messages

Il y a 2 y

HI @msellisonii,

If you have removed your SimpliCam from the app and are no longer seeing it listed there but the light on the SimpliCam is still blue then before you'll be able to install the camera to your account again, you'll need to reset the SimpliCam. To do this simply hold down the button on the top of the camera for ~15 seconds and then release. After about a minute, the camera will reset and boot back up showing first a solid yellow light and then going to flashing white as it enters setup. At this point, you should be able to fully install your SimpliCam again through the app.

SimpliSafe Social Team
SimpliSafe Home Security

2 Messages

Il y a 1 a

I have this issue too. I have had my camera for 5 years and it always worked fine with the app. Now I can't even see the camera on the app. I can see it and view live video on my computer if I log in but not on the phone app. I spent 30 minutes with support on the phone and he told me my camera must be bad. Seems odd that I can view the camera online if it's bad. It's pretty obvious that the app has some kind of issue but I guess they would rather sell you more equipment. No help at all.

Community Admin

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469 Messages

Il y a 1 a

Hi @xmtr,

This sounds like an issue that a small percentage of our iOS users are currently experiencing. Our engineering team is currently looking into and working on a fix for this issue and will release it as soon as it's ready.

SimpliSafe Social Team
SimpliSafe Home Security

4 Messages

Time estimate for the fix? Mine has been doing this for more than a week now.

1 Message

Il y a 1 a

I have this issue and its very upsetting. I only have apple devices and I am not at my home and have no ability to reset the camera. I need a resolution to this or will send everything back.

4 Messages

Il y a 1 a

I'm also having the same issue. The doorbell camera has been a  nothing but a problem ever since I got it. I'm on my third one because previous two were defective. Now this.

Community Admin

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469 Messages

Il y a 1 a

Hi all,

We recently released an update to the app that we hope will address this issue of not being able to see your cameras through the SimpliSafe iOS app. To make sure you are on the latest version, in the SimpliSafe app go to ‚ò∞ Menu -> Help & Support -> Scroll to the bottom of the page. At the bottom of the page will be listed the version number (the latest ends in 63.1) as well as the build number. If you are still experiencing this issue after making sure that you are on the latest version, please let us know.

SimpliSafe Social Team
SimpliSafe Home Security

4 Messages

I have the latest version on my iphone and ipad and it still doesn't work!

Community Admin

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469 Messages

Il y a 1 a

Hi @ej777,

It looks as though while our latest attempt to address this bug worked for most of the users that were experiencing this issue, it is still affecting a small number. Our development team is aware that this is still an issue for some and is already working on another fix.

SimpliSafe Social Team
SimpliSafe Home Security

2 Messages

Il y a 1 a

Mine is the 63.1 version and I still can't see the camera.

1 Message

Il y a 1 a

Mine ends in 63.1 and continue to not see the camera on my app. Thanks for your work on this!

1 Message

Il y a 1 a

Same issue here. I can no longer see my camera on any of my IOS devices. I have tried to reset the camera, add it back as a new device. I can't get through the new device setup successfully. I see only a white screen on my app when I select camera. Help!