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Mon, Sep 10, 2018 3:00 PM

SimpliCam losing connection

The first week that I purchased my SimpliCam everything seemed to work great and the past 1-2 weeks most of the time when motion is detected the camera works about 3-5 seconds and loses connection. I am concerned that I am not capturing what is truly going on inside of my home when I am away and when I'm really going to need to depend on it that it will not capture what I need it to capture.

271 Messages

4 y ago

Hi humphreyannette

In order for your camera to work sufficiently, your internet upload speed must be at least 1-2 mpbs per camera in addition to the upload speed that is needed for your other devices connected to the network. Please check the upload speed of your network, and if you continue to have issues, let us know!

Lee
SimpliSafe Home Security
The upload speed is fine and I can view the camera at any time to monitor. It just appears that when a person walks in the room it loses connection within a couple of seconds. It appears to be the same issue as Adam has stated.

2 Messages

4 y ago

I'm having the same issue and started about 2 days ago. I don't believe internet connection is an issue. I have 22Mbps upload speed and I'm having the same issue. I can watch live videos just fine too, so if that is a connectivity issue I wouldn't be able to watch the cameras live.

1 Message

4 y ago

Same issues here...

For the past 3-4 days my 2 cameras will flash yellow and then just start working, back and forth for indeterminate periods of time.  Sometime they flash for 24hr or longer.  Rebooting them does nothing to fix it.  Then all of a sudden they just start working again.

My internet/wireless environment is stable and hasn't changed.  Everything else works fine.  Adequate bandwith, etc.

Flashing yellow is said to mean a successful connection to the wireless network but not the internet.  I think the cameras can't find their server.

Any ideas?  Suggestions?

I have already blown away their configuration and re-connected them to the system.  That didn't make a difference either.  They just started working on their own.

Mike.

2 Messages

4 y ago

For the past couple weeks My cameras have dropped connection after 3-5 seconds of monitoring. However Live feed is usually OK. My internet is stellar at 180 Mbps download and 24 Mbps upload. So this is something that needs to be fixed. Not sure what happened as maybe a botched update but this is frustrating. I've reconnected every thing and rebooted and nothing. Any help would be good from Simplisafe.

Adam

4 y ago

Adam, mine has been doing the same thing. It wasn't an issue until I got two extra cameras on my system, total of 3. I can see everything during the live feed, but not when monitoring my timeline.

Community Admin

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2.9K Messages

4 y ago

Thank you all for reporting this issue.

With several reports, it does seem like something we need to report to our development team. It might help, however, to have a bit more information so we can narrow the issue down.

For example, are you having the same issues while viewing through the app and the Dashboard online? Are you using iPhones, or Android? And if on a computer, what browser are you using to log into the website?

Thanks again, and we hope to get to the bottom of this soon!

Johnny M.
SimpliSafe Home Security
Hi Johnny M.

I'm having a similar issue as others here in this forum on this topic.  To answer your request for information, I have the following specs and config:

Internet: 200Mbs down / 50Mbs up
Unit version Simplisafe v.1 with (2) SimpliCams connected to 2.4Ghz wifi Network with NO crosstalk issues

I use the following to view cams:
* Simplisafe cloud app on iPhone 7 Plus, (2) iPad Pros (iOS 12.1.2)
* MSFT Surface Pro 4 (Firefox Quantum with Flash running in VM) (Don't trust Adobe Security)

I use other camera systems on my network as redundant monitoring solutions and don't have the drop issues with any of them.

Also A Suggestion / Ask for an update to the Browser version of the dashboard

- Can you please pass on to the dev team to support MP4 or motion JPEG for live and recorded video feeds from the cams in the web-based app?  PLEASE..  
Having flash as a dependency is dated and prone to security issues.. Also flash still throttles CPUs on many machines.  Can we please depreciate it's use with your app sooner than later?  Prioritize the camera reliability first.  

Thank you,

L. McKenzie

4 Messages

4 y ago

I am also having this issue. Just bought my cam and the first two days worked great. At about the same timeline as the others, the cam occasionally (Usually after being "away mode" all day and coming home and opening the door and triggering the entry delay, The cam uploads 3-5 seconds of video then "Lost connection". I have whole home mesh wifi so signal isn't the issue, also 250Mbps down and 25Mbps up. If I look via Android app or website I view the same result. It is as if the camera is actually losing connection to upload the video because downloading the video either produces an error as if the video doesn't exist or only downloads the 3-5 seconds it captures. This is concerning for me since I'd like to see who/what tripped the alarm, and just getting this camera to try it out, I'm not to thrilled and expect something more reliable. I'd buy more if they worked like they should, but I'm ready to return this one and search for a different system.

4 Messages

I'd also like to add that sometimes, yet rare, when viewing a capture sometimes it will say "lost connection" but pausing and replaying, or skipping ahead or back, sometimes the video plays fine for a few more seconds like 10-20 before saying lost connection again. So sometimes I can view them by constantly pausing the minute it says lost connection then hitting play again...but this doesn't always work.

1 Message

4 y ago

I too am having the same issues. And playback when I pause or skip ahead it will play fine (like the post above said). I am using the iPhone app.

1 Message

4 y ago

I am also experiencing this same problem.  I have two cameras and everything worked fine when I got my first camera with only an very rare "blip" of the camera not recording.  I added my second camera and now both cameras in 9/10 recordings show lost connection.  My internet speed is not the problem.  I can live view on both cameras with no issues at all.

I have tried to view recordings on my android phone and my Windows computer but still get the "lost connection" issue.  The issue is the camera losing connection.  Now to figure out why the camera is losing connection.  I do have the "older" simplisafe system but it's only maybe 1 to 2 years old.

1 Message

4 y ago

Having same issue,

Total number of Cam: 3
Internet connection type: 2.4g
Issue experienced platform: Browser and iPhone (seems like the issue happens for the original footage.
Other info: not happening all the time, but 1/3 of the footage is having this issue.
My Cameras are setting as always detect and record no matter in which mode (off, home, away)

Captain

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4.6K Messages

4 y ago

My three Simplicams connect just fine, all of the time.  Noise in background I have too but not that bad. Call support and troubleshoot connectivity issues.

4 y ago

I'd like to add my voice to the chorus here.  I just got my new SS3 system and added two cameras to it (previously had no cameras).

The cameras have multiple problems:

1)  Like the others, when reviewing video from my iPhone X, a couple seconds in it shows "Lost Connection" and freezes the video.  I find that at this point I can hit pause then play again or skip 10s to get me past that but I can't see the video from beginning to end without interruption.  I can't get the video to play very much at all on the computer in a browser.  I also cannot download the video from the browser.  It just fails.

2)  The two cameras appear to be calibrated differently.  One seems like the gain is turned way up while the other is turned down (can barely hear myself on that one).

3)  Both cameras have background noise which sounds like it is picking up a fan or some other motor sound from somewhere.  Considering there's no sound in these rooms (and I have heard reports from others that their cameras do this as well) I presume it is being generated by the camera itself.

4)  Cameras do not detect my presence unless I get very close (< 10 feet).  This isn't useful for capturing a break-in where the perp probably won't even come near.

5)  Cameras seem to need to be a certain distance from my router.  When they are too close they show a blinking red light.

My setup includes a 50 Mbps Upload / 50 Mbps Download connection and it is very stable (FIOS).  I am using an iPhone X for the app.  My computer is running Windows 10 (in a VM) and using Edge as the browser.  Please let me know what other info I can provide to fix this.

2 Messages

4 y ago

Same issue here. We have 1 camera and an upload speed of  5.5 Mbps.
It's inconsistent, however most video clips end after 3-5 seconds with a notice of "Lost Connection". I see this when I access the timeline on my Android phone or on my computer running Windows 10 and Chrome browser. There's no problem watching a live feed.
I can download clips that never lost a connection. But those that did lose the connection won't download.

1 Message

4 y ago

I am having the same issue. Most clips end after 3-5 seconds with a "Lost Connection" alert.  Viewing on iPhone 6s. When I try to view any video online there is a red yield sign and it says unavailable.

1 Message

4 y ago

Yep, same issue here.

I've been experiencing this problem ever since the last UI update of the mobile app.

Videos just stop a few seconds in and say "Lost Connection".

I am using the iOS version of the app on an iPhone 6s