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Tue, Mar 9, 2021 3:41 AM

IOS App Issues

After multiple calls to customer service, I continue to have unexplained issues with the iOS app.   Nobody seems to understand why this is happening.

Ever since I installed the Video Doorbell Pro, every time I open the app I immediately receive a pop up that "There was an unexpected error, please contact customer service'.  

Also, when i attempt to watch the live feed of the doorbell cam, I receive another message saying "something went wrong, please try again later.'

Things I have already tried, and have not helped.

1) reinstalled the app
2) reinstalled the video doorbell
3) tried other iOS devices
4) restarted by modem and WiFi network

The camera itself is working fine. I receive notifications when motion is detected.  When I login to my account on a PC I receive no error messages and am able to watch a live camera feed.  So this literally only happens with the iOS app, on both my iPad and iphone.  

Very frustrated at this point.

Community Admin

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469 Messages

1 y ago

Hi @enaglieri,

It looks as though your Video Doorbell Pro is currently in the process of updating its firmware. Once it has completed that process (should take no more than 15 minutes) you can check the firmware version of your doorbell through the SimpliSafe app by navigating to the ‚ò∞ Menu -> Settings -> Camera Settings -> [Your doorbell] ->Scroll down to the bottom section where it lists the software version. The latest version is v2.6.1.154 for Video Doorbell Pros. If you continue to have this issue after getting your Video Doorbell Pro updated, it may help to know exactly which steps you took during your troubleshooting. Did you remove the Video Doorbell Pro from your account through your account or by doing a hard reset using the larger of the two buttons on the backside of the doorbell?

SimpliSafe Social Team
SimpliSafe Home Security