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Sun, Jul 28, 2019 4:46 PM

Doorbell camera won't connect to WiFi

My doorbell camera won't connect to my WiFi but the rest of my SimpliSafe system works fine, including an outside camera in my carport.

SimpliSafe replaced the originally-shipped doorbell with a new one which also does not connect.

My setup is as follows:

1,800 sq ft single level house.
Eero router with 2 beacons
At the suggestion of SimpliSafe customer support, I installed a TP-Link Model TL-WR841N 2.4 GHz router as an extender on the same side of the house as the doorbell
I also plugged in a TP-Link RE200 extender between the TP-Link router and the doorbell, on the inside of the house.
I have moved the TP-Link router, TP-Link extender, and an Eero beacon to different locations along that side of the house with no success at having the doorbell connect to WiFi.  Some of the attempts had either the router, extender, or beacon, inside the house, within 6 inches of the doorbell, i.e. only the wall of the house in between.
The 2.4 GHz signal strength is -42 dBm inside the house near the doorbell camera.
The 2.4 GHz signal strength is -65 dBm at the the doorbell camera.

1.  Does the doorbell camera need a stronger WiFi connection than the SimpliSafe regular camera?
2,  Is there something else I can try to make the doorbell camera connect to my WiFi?

429 Messages

3年前

I don't have a SS doorbell, so may be of limited help. However, can you expand on won't connect? What are you seeing or hearing? How far in the setup process are you getting, and is it consistent?

A common problem for SS cameras is that the phone providing the QR image must also be setup on the same 2.4GHz WiFi network you want the SS camera to be setup on. Maybe try temporarily disabling the 5GHz router WiFi until complete, or make sure the 5G is named differently and not selected for the phone.

3 Messages

"Won't connect" means that the doorbell light flashes red after the QR image is read and the doorbell says it is trying to connect.

Unfortunately, my phone will not allow limiting to one frequency. I am checking with eero to see if I can temporarily limit the router to the 2.4GHz frequency.

Thanks for your suggestions.

1.3K Messages

In most routers you can turn off the 5GHz or 2.4GHz bands independently of each other.

If both bands are using the same SSID I think that can or will be problematic too. I have our router set up with different SSID for 2.4GHz and 5GHz. I more or less have all the IoT stuff set up on 2.4GHz then our phones , tablets, notebooks, etc set up for the 5GHz band, provided they are capable.

Then, if it is necessary to have the phone or whatever on 2.4GHz for setup of a IoT device then I just connect to the 2.4GHz network temporarily by picking that SSID for connection.

For example of the network SSIDs, I have TMS_24 and TMS_50.

1 Message

3年前

Same problem here.  Simplisafe tries to say it is a wifi issue.  Funny, I verified the password, the fact it was on 2.4 and not 5.0, verified the signal strength to the doorbell (held my phone within 3 inches of the doorbell and had "Excellent" signal strength.  So, it is going back, and I am going to ADT or some other company that can deliver what they promise.  And I wasted 45 minutes of my life on the phone with a tech person who had me doing the same thing over and over again.  Useless.

1 Message

Exactly the same problem with the video doorbell and I paid someone to install it!  After holding for 90 minutes I talked to tech support and was told it might be fixed in a week or so!  On top of that, the smart lock is malfunctioning and we can't open it manually or with a key. I purchased this system so my disabled partner would be safer and able to get in and out more easily. This is completely unacceptable. Oh, one more thing. The tech said he was overnighting a new lock (this was 2 days ago) and I just got an email saying I'd get it in about 14 days.

18 Messages

3年前

I have the same problem.  It started with my camera at my back door, then it happened with the one on the front door.  Both worked for about three months before the wifi failed.  I am pretty confident that it is the wifi in the unit.  Why because I took both units in the house and sat down next to the router and neither camera would connect!  My phone works just fine in both locations. I'm not so sure that it actually makes any difference what network your phone is on when you are doing the setup.  The QR Code you hold in front of the camera contains the SSID, log in and password that YOU input into the app to the doorbell. I'm waiting for replacement units now.

1 Message

3年前

My doorbell has been working great for severeal months but noticed that it went offline today. I couldn't get it back online so I reset it.
Now I have no blinking white light to so I can scan the barcode. There are no flashing lights at all. Anyone know what is wrong?

1 Message

I am having the same issue.  Did you get yours resolved?

1 Message

3年前

I fought this battle for several weeks this summer.  SimpliSafe sent me 3 replacement doorbell cameras with no success.  The scenario was always the same.  My router was within 8 feet of the doorbell camera install location, however, even with the doorbell lying right next to the router the behavior was the same.  The initial attempt to connect the doorbell to my network was successful.  In two instances it remained connected and online for 24 hours or less and then once it went offline it never would connect back to the same network again.  A third unit stayed connected for less than 2 hours and then never would connect again.

I even attempted to use my 2.4GHz mobile phone hotspot with one of them and got it to connect the first time.  Again it stayed connected for less than a day and then would never reconnect to that network either.  To my knowledge, I have only experienced one one issue with the indoor camera on the same WiFi network in about 5 months and power cycling the camera resolved the issue.  I am convinced there is something inherently flawed with the doorbell cameras, and that is a shame.

SimpliSafe support did their best to assist me.  I was on the phone for several hours with them.  They also gave me a free month of monitoring for all the trouble.

If they come out with a new model I may give it a try, but unless I get confirmation that SimpliSafe identified and corrected a fault in the current generation of the doorbell camera, I will not make any further purchases to attempt to make it work.  Four practically identical failures out of four units directly out of the box convinced me to stay away.

58 Messages

3年前

I'm on my 3rd doorbell camera. 1st one connected and stayed that way for around 3 days then disconnected and at the QR step always said my password was incorrect even though I knew it was correct. The 2nd one was basically DOA. The tech I talked to had them test the 3rd camera before it was sent to me and it connected to my router quickly. However, it "disconnected" fairly soon after that and I can retry multiple times and it will finally "connect". I put those in quotes because I have discovered through my router software that the camera is still connected to my router. I can even ping the ip address and it returns packets quickly. I also found out from the tech that your internet upload speed needs to be at least 10mbps. Mine is just above that at around 11.3. And why do you need this - because the image is being transmitted to the SS cloud. Herein lies the problem in my opinion. Why does this have to stream anywhere if you don't want it to do that? I can understand the need to do that for SS to view the camera but everybody doesn't want or need that. There needs to be a setting in the software to make that an option and I believe there would be a lot less issues with these cameras. SS are you listening?

58 Messages

3年前

Update - I've added a wifi extender and placed it 8 feet from the doorbell camera and so far it is keeping a connection. Also, my camera resolution is set at 720p.

2 Messages

3年前

I purchased the doorbell camera and installed it 1 week ago. It worked fine for about 5 days then it failed to connect. During that time my ISP had some problems and the signal was very week. Had problems with streaming video on my TV and other devices so I knew it was the ISP. ISP problems were fixed and all devices were operating normally again except the doorbell camera. Camera would not reconnect to WiFi. I reset the camera with the button on the back and after several tries the doorbell camera finally connected to WiFi and it is now working again. I hope I don't have to reset  the doorbell every time there is a glitch in the ISP signal, which happens quite often in this area.

1.3K Messages

3年前

I think a fair number of problems with the doorbell cams is related to power supplied from the doorbell circuit.

SS mentions no requirements but Ring gives clear guidelines that suggest a minimum of 20VA doorbell transformer if only the doorbell cam is connected, 30VA if the transformer powers a doorbell cam and the doorbell.

On top of that, add another 20VA for each additional doorbell cam that is added to the same system.

5 Messages

3年前

So for all of you having problems connecting your ss doorbell to your WiFi. I was having the same issue where I would run through the steps of connecting it to my WiFi and it would blink yellow and start over saying my doorbell is ready for setup and to go through the steps on the app to continue. This was very frustrating where I had ss send me a replacement and it did the same thing. I resolved it and I couldnt believe this small setting fixed it...... You need to login to your WiFi router and make sure your local settings are set so that your router address is default at 192.168.1.1 and that your dns is 192.168.1.1 as well. I had my router set for 192.168.1.2 and I changed it back to 1.1 and the doorbell connected on my WiFi when I ran the setup process again. I hope this helps you out!

1 Message

2年前

I am on my 3rd SS door bell. same issues that have been written earlier.  It's very frustrating and SS technical support have provided no solutions.  SS will not refund me for the door bell costs since I originally purchased it 12 months ago. It performed well for 9 months, went offline and have tried 2 other SS door bells and nothing works.  
I personally think this equipment is garbage and SS should stop selling these things as it takes away from their reputation as being simple!

2 Messages

2年前

I can not get the doorbell camera to connect to wifi extender, I added the extender because two way talk does not work, after several tries I gave up and reconnected to the router. With still the same problem of being able to hear what is outside but no one can hear me reply to them, when I push to talk there is either no voice comes out or clicking sound and sometimes garbles,,,?,,, If I could get it to connect to the extender I think it would help,