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Tue, Jul 27, 2021 11:34 PM

Onboarding New Simpli Doorbell

I recently installed a new Simpli doorbell on our home and have not been able to activate it using the application.

I have confirmed the unit is receiving 18+ volts from a brand new doorbell transformer, installed a chime adapter, and then attempted to use the app to activate the video functionality.

The doorbell flashes white showing it is ready to start, and the process works fine until after I scan the QR code and try and connect it to the WiFi. (the WiFi signal is the correct signal 2.4gz)

I have even tried to take the doorbell off the outside of the house and connect it while standing directly next to my Router.

The moment I try to initiate the connection to the WiFi the app immediately shows something is wrong and then asks to reset the device. I spent over an hour on the phone with a SimpliSafe rep resetting the Doorbell per their instructions and we tried both the reset buttons on the back of the device.

Nothing has worked to get beyond that step and get the Doorbell activated.

The Simplisafe rep told me they were scheduling me with their expert tech team the following day, but I never received any phone call. I then submitted a support ticket and have also heard nothing back yet.

Can anyone provide me with some troubleshooting steps to connect the Doorbell? My internet set up is pretty standard with no expanded security and firewall settings that could be blocking this connection.

Community Admin

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Hi shanemwatson23,

It sounds like you've actually done everything correctly. But there's something unusual going on during the setup process.

Are you seeing a warning or error message on the app? It's also possible that this is actually a hardware issue, so replacing the unit entirely might be the next step.

- Johnny M.
SimpliSafe Home Security

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No specific error messages pop after making the connection to the WiFi. It just kicks me out of the process the moment it tried to connect and shows a page in the app saying:

"Unable to complete doorbell setup"
"You may need to confirm your WiFi network and password is correct or reboot your camera to restart setup. Contact Support."

Then there's a button to "Reset Video Doorbell"

WiFi network and password are all good and correct and neither reset button works. Tried two different phones as well and same thing happens.

Support couldn't figure it out either and the advanced technical team never called me to troubleshoot after I scheduled time with them last week.

If it's a hardware issue could I get a replacement Doorbell to try that?

Thanks

Community Admin

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Thanks for the info, shanemwatson23!

From what you're saying, it actually sounds more like an issue with your WiFi router, which seems to be rejecting the connection. Perhaps the firewall is getting in the way?

I'm going to request a call from a Specialist who can help figure this out for you.

- Johnny M.
SimpliSafe Home Security

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Look at
https://simplisafe.com/forum/customer-support-forum/installing-and-using-simplisafe/camera-will-not-connect-if-wi

What characters are in the WiFi name (And password) ? Do you have a : (colon) or ' (apostrophe) or any other non A-Z 1-9 characters?


Johnny - you should really update the app to throw an error to inform the poor user that :, ' and some others are going to not work to avoid wasting time by all involved.  I realize that you can't "make" the camera take those characters (that's another discussion) but at the very least you can update the app so that before the QR code is generated, you tell the user "hey, characters XYZ are not allowed - please change your SSID or PW (or whatever) and then your camera can join fine)

Community Admin

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george_smith,

Those are some great suggestions (which, as usual, I will pass on to our engineers).

For those unaware, the technical challenge is that colons and semicolons are used in the QR code - which is why they're a problem. When the QR scanner reads those characters, it gets confused and doesn't know what to do.
Our dev team is of course considering options for the future.

Though from shanemwatson23's post, it sounds like he's already gotten past the scanning, and the camera is already trying to connect. That's why I went straight to assuming that it must be the router rejecting the connetion.

- Johnny M.
SimpliSafe Home Security