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Thu, Oct 29, 2020 12:29 AM

SS Camera will not scan QR code

I'm having issues getting my SS camera to scan the QR code in the app. I've tried everything including restarting the app and deleting it, unplugging the camera and plugging it back in, taking a screen shot of the QR code and having the camera scan that enlarged QR code. NOTHING is working. I called customer service and they told me to do the things I already did. She stated that they were having issues with their cameras and to try again in a couple hours. Well tried that too and it's still not working. Please some give me some advice before I just switch to RING or another company. I shouldn't have to pay $30 a month for a camera that doesn't even work.

Captain

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4.7K Messages

2 y ago

@amykuyk23  If SS is over their system issues, you should be able to easily install the camera. Suggest you make sure the area you are doing the scanning is well lit. Also, when you have the QR code on your phone screen, position your phone about one inch from the camera lens, then slowly move it out to about 1 foot and then back in. You can use the reflection off the simplicam face to keep your phone aligned with the lens. Using this technique I have always been able to connect.  You should also make sure the privacy guard is not closed.  Good luck.

3 Messages

2 y ago

Hi,

Yes I've done all of those things. It's still not working. I've checked the privacy shutter, I've moved the camera, and It has been in a well lit setting. It's still not working unfortunately which is incredibly frustrating.

Thanks for the post though.

- Amy

5 Messages

2 y ago

Hello amykuyk23,

I suggest you have the camera in your hand and point it at the QR code instead of moving the phone around the camera.

I would also suggest holding the button on top of the camera for 30 seconds or so, then release. This will reset the camera and the light will go yellow, tell you its ready to connect and the light will flash white.

My experience is after resetting the camera, the QR code scans best immediately after the light begins to flash white.

Good luck!

Daniel

3 Messages

2 y ago

Daniel,

Thank you for the suggestions but I have tried all of that as well. I even called customer service and the representative walked me through all of these steps already. She said it's because they've been having an issue with the cameras recently. So I've been retrying all of these steps every few hours. Nothing has worked unfortunately.

Thanks,

Amy

Advocate

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2.8K Messages

2 y ago

^ top three tricks that have helped tons of cam users at one point or another:

by lewsterr:
If you have an Android phone, display the QR code then press and hold the power + volume down key at the same time. This will take a snapshot of the QR code. You can then go into your photos to display it and enlarge it for the camera to see. That's exactly what I had to do.

by markhudgens:
I found that the QR code was almost impossible to read.... until I reduced the brightness of my iPhone. Now the code is read in about 1 second. Works every time for me. (I have 5 cameras).

by brion_1:  You don't use your phone to scan the QR code on the back of the Simplisafe camera. You use the Simplisafe camera to scan the QR code that displays in the app on your phone.

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Yes, they've had issues with the cameras, in which case, if you've ruled all that out, ask that they send out a new one, but be prepared, that too may have issues (sorry, some people keep getting faulty cameras, try the tricks first).

Community Admin

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469 Messages

2 y ago

Hi @amykuyk23,

If all of the tips above haven't helped, there may be an issue with the generation of the QR code itself. Make sure that the QR code has large boxes in three of the corners. If it does not then there may be an issue with the QR code and we would recommend making sure that your Wifi name or Password doesn't have any special characters in it as some of those may cause issues.

SimpliSafe Social Team
SimpliSafe Home Security

1 Message

1 y ago

I ran into the same issue too. This should not be the only way to register a device to the system.
Maybe allowing to enter the model and S/N to register a device mightt be an alternative way to register the device.

Community Admin

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469 Messages

1 y ago

Hi @justinliu,

Unfortunately, because our cameras don't connect to the Base Station, our options for getting the cameras online are limited. Since we need to get the WiFi login information directly to the camera we use the QR code as the method of doing so. We know that this isn't the simplest of ways to get your SimpliSafe cameras connected but we have our development teams working on alternative ways of setting up cameras as well.

SimpliSafe Social Team
SimpliSafe Home Security