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Thu, May 27, 2021 7:12 PM

Simplisafe Camera setup

Has anyone else had problems connecting their cameras and managed to get them working? Called the tech support, who just quoted the setup guide and gave up and said they'd get back to me...... still waiting.  Not impressed.

Community Admin

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2.9K Messages

1 y ago

Hi dave.royal,

Sorry to hear you've been having trouble. If you give us a bit more detail about what you're trying to do, and where you're running into issues (and any error messages that you're encountering) that can help us figure out what's going on with your cams.

To get started though, the most common issue that we run into with regards to camera performance would be bandwidth. Video does take up a lot of data, so you'll want a fairly fast connection for it to work. Specifically, we mean the upload speed, as that's the direction the video data is going. We recommend at least 1.5mbps upload reserved per camera in your system.

- Johnny M.
SimpliSafe Home Security

3 Messages

Hi Jonny

I have been through the setup many times and hard reset the cameras many times. Trying to connect to a Plusnet router on 2.4GHz, just run the speed test on Wifi and getting 17.9mbps down and 15.5 up. Last attempt with the camera 6 inches from the router.

The Camera recognises the QR code and say ok trying to connect and then sits with a flashing yellow light which turns flashed blue once every 20-30 seconds. Shows as Offline on the App.

Please help, gettting a little frustrated now on the third day of trying to set up.

Many thanks
Dave

Community Admin

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2.9K Messages

1 y ago

Hey Dave,

Okay, so a flashing yellow means that the camera was able to link up with your router - possibly while negotiating security settings. But then a flashing blue means that the camera is already being accessed by your online account - so at that point you should have been able to see the feed through the app.

I suspect that there's a latency issue going on here. That is, it's taking a little too long for the camera to hear back from the website, so it fails to send the video data.
Do you know what type of connection your internet goes through? Connections like DSL and satellite might be fairly fast while the data transfer is in progress, but the back-and-forth communication might have some lag, which we know our cameras have trouble with.

Or it could also be an issue with your WiFi router's security settings. If you know how, you can put your SimpliSafe camera in a 'whitelist', so that it has an easier time getting through.

- Johnny M.
SimpliSafe Home Security

3 Messages

1 y ago

Hi Johnny

it is a DSL connection, but manage to run SkyQ over it without any problems, also have been working at home for the past year and handles TEAMS meetings ok.

There is no firewall set on the broadband and I have been though the router settings after searching similar issues and have set the Wireless to Channel 1 and the device to port 8890. The device shows as connected and the camera now fluctuates from a blue steady light to no light at 10 second intervals.......the App shows as offline but coincidentally "watch live" fashes up ever 10 seconds.

Dave

27 Messages

Hi Dave, was reading your post. You stated you have a DSL connection with 15Mbs upload. I have never heard of a DSL having an upload bandwidth that large given the download you also provided. Who is your DSL provider? Also did you ever get your cameras working?