Q

Thu, Jun 21, 2018 3:49 PM

Cameras will not work on 5G WIFI

I just received my Simplisafe System and upon installation I learned that the cameras will not work on a -5G WIFI system.  If That info had been published before the purchase I probably would not have bought this system.  The cameras require a 2.4 GHZ WIFI to operate.  Are there any cameras available that will work on the 5G systems?

1.2K Messages

4 y ago

Not for SS.  If you're router supports 5 gig it should also support 2.4.  Why not use both bands and give your cams a dedicated network to use?  This is what I do.  All my various smart home products (33) use 2.4.  My phones, computers, and tablets run on the 5gig.  2.4 may be crowded your in your area but with a little trial and error you should be able to make it work considering 5gig is just as crowded these days.

708 Messages

4 y ago

Also, there are limitations on SSID and wifi password lengths.

Community Admin

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2.9K Messages

4 y ago

@qcable007

Thanks for checking in. Yes, the SimpliCam only supports the 2.4GHz channel to connect to WiFi. Of course, if your WiFi supports 5GHz, then it should also support 2.4GHz, unless you specifically disable it.

If you're having trouble with getting your SimpliCam connected, please let us know where you are in the process, and we might be able to troubleshoot with you.

Johnny M.
SimpliSafe Home Security

4 y ago

I can't get my camera to go online - it will connect to wifi but not internet (flashing green/yellow light). I even moved the camera right next to router to mitigate any distance issues to no avail.
What can I do? How do I fix this?

708 Messages

4 y ago

Call SS support - open until midnight ET daily, except for the unpublished company holidays.

271 Messages

4 y ago

@julieannclark

Please try resetting the camera with the instructions below. If you continue to have issues after resetting, please call us at 1-888-957-4675.

Camera Reset and Installation

  1.    
  2. Unplug camera and plug it back in.

  3.    
  4. Reset the camera by holding the button on the top for TEN seconds, then release it and the camera will reset once released.

  5.    
  6. The camera light should come on as a solid yellow followed by a flashing white light with audible cues to get started.  

  7.    
  8. Make sure the room is well lit before proceeding.

  9.    
  10. From the App go to the main menu, select Cameras.

  11.    
  12. Select Install Camera. If this is an additional camera (or you are reinstalling), select Cameras then click the gear icon on the bottom left, then click Add New Camera.

  13.    
  14. Name the camera then click Next.

  15.    
  16. Find the WiFi name on the list and select it.

  17.    
  18. Then enter the password for the WiFi (click show password for easy typing. Also upper and lower case matters) then click Next.

  19.    
  20. Click Get Code to generate the QR code.

  21.    
  22. Aim the phone with the QR code displayed at the camera. make sure the brightness on the phone is at full.  

  23.    
  24. When the camera reads the code, there will be a ding noise and the announcement from the camera that it is "Now attempting to connect to WiFi"

  25.    
  26. Wait up to TEN minutes to allow for connection and updating of firmware.



Lee
SimpliSafe Home Security

2 Messages

Thanks for the info Lee ..

YUP! have tried all of the above several times and can not get my camera connected.  Seems to have a problem going from blue to yellow then red and back and forth.  I have tried the setup several times with no success ...  I am starting to think my camera is defective ...

Any other suggestions I should try before giving up?

Doug

Captain

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4.6K Messages

4 y ago

@Lee C. good morning. You know the drill, request that these instructions you and Johnny M continue to post be consolidated in a new CRC.  Thanks!

Captain

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4.6K Messages

4 y ago

Doug, if you have gone through this much trouble would suggest you ask SS for a replacement.  Also, when you do get it, try and connect and then wait for it to update. There is no warning message for at least several minutes before it tells you a software update is underway.

2 Messages

4 y ago

I'm having the same problem. I will try once more to reset it all and re-install as instructed above.

However, after I go through the process initially and it scans the QR code it says connecting to the WiFi then it recycles back to blinking green and says it is ready for setup about 30 seconds later..

Community Admin

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2.9K Messages

4 y ago

@JosephGuerra

That's what happens when the serial number for your device has already been assigned to an account (to prevent duplicate plans being opened). So that might be what happen to you, or there might be some issue with our system recognizing the device. I've gone ahead and let our Support team know and they'll reach out to you to investigate.

Johnny M.
SimpliSafe Home Security

2 Messages

Ok, thanks. I have not yet activated monitoring because I was trying to get everything setup first. Could that have something to do with it?

708 Messages

4 y ago

I had a camera for a short period of time prior to returning my SS2 for a SS3 system and was able to configure the camera without monitoring.  I was able to see "live" view (had delay).