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Wed, May 13, 2020 8:19 PM

Doorbell 2 way audio not working

Got a new doorbell and 2 way audio doesn't work. I can hear nice and clear on the phone app but the audio from the phone to the doorbell is garbled. Almost nothing. called customer service followed the reset steps and no luck so they send the new doorbell. Same issue. I am happy with the customer service but not sure if they know the issue so thought of reaching out to community before requesting another replacement.

2年前

Mine has done the same since I got it. Like EXACTLY the same. So does my indoor camera.

2 Messages

2年前

Same issue here. Just got my camera in and cannot talk via the app to the camera. SimpliSafe, can you shed some light on this for us and look into this issue?

2 Messages

2年前

Also, after the recent update to the latest firmware (updated on 5/29/2020), when ringing the doorbell it does not ring the base station as I've been told it is supposed to do. Any help SS in getting this feature to work?

1 Message

2年前

I have the same issue.

I can monitor the audio just fine, no issue. I cannot use the app to transmit audio for any camera. I called Simplisafe, and was told it is an app issue. It does not appear clear what the criteria is, but apparently is does work for some people and not others. This is also not a new issue, as an internet search of "simplisafe doorbell no audio" will show.

It's likely not an issue with your setup, it is likely a technical issue on Simplisafe's end.

If 2 way audio is a must for your doorbell, and it kind of would be if you have one with a camera, you will need to ask for a refund, return your camera, and get another brand.

The rest of Simplisafe's products have worked flawlessly for me for many years, so I will chalk this off to growing pains and consider waiting for another firmware or hardware release. Just be sure to call an log the issue on your account, to create a history of the issue and possibly prioritize a solution. Good luck, be sure to post if anything positive changes.

1 Message

2年前

Same issue here - I purchased the doorbell along with a house system, the indoor camera was inoperable (solid yellow light error), the doorbell video and audio to monitor works well, unfortunately, the audio from the app on my device for two- communications is completely garbled.  I called customer service on three different occasions, went through the troubleshooting steps on the doorbell without any changes, it does not work.  They are sending me a replacement for the indoor camera and asked me to wait on a firmware update that is supposed to be pushed tomorrow or the next day for the cameras.

I am unimpressed by Simplisafe - I do not believe this company takes security very seriously sending out defective cameras and doorbells.  Should the firmware update not fix the issue this week, I am returning the whole system.

Amateur Hour...

1 Message

2年前

I had the same two way Audio problem with my new doorbell pro.  After multiple calls to support I finally got a SimpliSafe support rep who told me to open Port 8890 on the firewall to the doorbell (I have ATT unverse).  Once I did that everything finally started working-2 way audio and no garbled communication.

4 Messages

2年前

Faulty firmware is the reason for the audio problem, although customer support is clueless about this.  This is not a hardware problem.  Once the firmware gets updated from 2.1.9.50 to 2.6.1.154 the problem is fixed.

1 Message

Can the firmware update be forced by the customer?  I am having the same issue and still have the old firmware

1 Message

I had the same problem and was able to check on the app that my firmware wasn't up to date.  I had to bring the doorbell into the house and put it next to my router and it updated immediately.  Problem solved! Thank you for posting this and saving me a huge headache!

Community Admin

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469 Messages

2年前

Hi @haddie29118,

The Video Doorbell Pro should automatically update the firmware on its own but if it is not doing so, it may be due to not having a strong enough Wifi connection. You can check the quality of the Wifi signal to your Video Doorbell Pro through the SimpliSafe app by navigating to the ‚ò∞ Menu -> Settings -> Camera Settings -> Choose your Doorbell -> Scroll down to where it lists Connection Strength. If it does show a weak Wifi signal you can follow the troubleshooting instructions on that page to try and improve that signal.

SimpliSafe Social Team
SimpliSafe Home Security

1 Message

2年前

Simplisafe door lock keypad is not back lit? Returning and buying a Ring

Community Admin

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469 Messages

2年前

Hi @jcbelasco,

In fact, the PIN Pad for the SimpliSafe Smart Lock does have backlit keys! In addition to that, it also has a simple proximity sensor that lights up the keys once your fingers get close to it. If you are having problems with your PIN Pad's backlight not working, give our Support Team a call! We'd be happy to help you out and replace any faulty equipment if necessary.

SimpliSafe Social Team
SimpliSafe Home Security