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Fri, Jul 3, 2020 12:46 PM

SimpliCam DOA

I recently added a SimpliCam to my system-or rather should say tried to.

Camera is stuck with a solid yellow light, so I cannot scan the QR code. Anyone have any luck getting past this?

I tried SimpliSafe Twitter support and got a response that this is a known issue and that it will be updated when they resolve the issue)even though it is not connected to my system?!?!).

Any advice?

82 Messages

2 y ago

Press and hold reset button for 20 seconds.  See if you can then set it up.

82 Messages

2 y ago

Also, this: https://simplisafe.com/forum/customer-support-forum/installing-and-using-simplisafe/camera-with-solid-yellow-ligh

5 Messages

2 y ago

Thanks. I've been through all that. Tried holding the button down for up to 30 seconds. Tried holding the button down while plugging in. Kept it plugged in for a few days. Nothing works, and the only response I get is we are working on it and will send a fix out (to a fully disconnected device) when we have one.

Very frustrating!

Captain

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4.7K Messages

2 y ago

@koehlertfamily hi  my 3 Simplicams and doorbell are working fine but I know that is no comfort to you. I suggest the following:

Remove the camera from your system via the phone app. Then attempt a reinstall; with the camera telling you its ready to connect, in a well lit area, move your phone screen with the QR code from about 1/2 inch out slowly away from the camera lens to about 1 ft, then slowly move back in. Keep it aligned with the reflection in the camera lens. Repeat twice. If that doesn't work, call SS (don't tweet) and get a free replacement. Remember, will only connect to 2.4g, not 5g too.

Post your results here if you get a chance. Good luck and happy 4th.  (Also, SS support is closed tomorrow).

5 Messages

2 y ago

Thanks for the advice. I can't remove the camera from my system because I have never been able to get it added.

I'll try calling, but in the past have gotten better responses from DMs to them on Twitter. On the phone, I've gotten conflicting information, a lack of interest in helping, and no callback from a supervisor (all in one day). Maybe it was just a bad day.

I'll post back after calling.

Captain

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4.7K Messages

2 y ago

@koehlertfamily if the camera is not listed on your system, then please try the process I described.  I was a beta tester for the camera and found that the method I described always worked. If you get beyond this step, the next issue might be waiting for a large software update to be completed. Give it a try and let me know.

1 Message

2 y ago

I just ordered two new cameras and mine are doing the same. Steady yellow light. Held the reset button to no avail.

326 Messages

2 y ago

There are posts all over these forums about SS sending out cameras from a large bad batch of cameras.  There doesn't appear to be a fix for this.  Several people have had the cameras replaced more than once and they still haven't been fixed.  

It seems like the best thing to do is to send cameras like this back, get a refund, and wait it out until they actually fix the issue.

5 Messages

2 y ago

I called on Friday, and described the symptoms. They so that no troubleshooting would fix the problem, so they are sending out a new one. Guess we'll just wait and see what happens with that one.

1 Message

2 y ago

Same problem with mine I just bought two new cameras to add to my system and they both display the solid yellow/green light and do not respond when attempting to hold reset button (10 & 30 second varieties). Looks like they will need to replace them then? I am surprised they do not do any QA on this issue before sending them to customers. Very basic thing that should be done before surprising your customers with this kind of experience. Sent an email to support, will see what they do...

180 Messages

2 y ago

Try taking a screenshot of the QR code and make it slightly bigger. I couldn't get my camera to recognize the code.  When I did this it recognized it immediately.