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Thu, Jun 24, 2021 3:21 AM

Mobile App reduces ringtone volume to zero when viewing the recorded video.

Ever since I installed and started using the Simplisafe App for android, I noticed a problem where I am not able to hear any incoming calls. I found the root cause of this problem. Whenever I browse a recorded video and view it, the app reduces the ringtone volume and media volume to zero. while mute/unmute icon on video screen affects only the media volume, it leaves the ringtone volume in zero. Anyone faced this issue? What is the solution for this?

4 Messages

1 y ago

Note: This happens only when I go to timeline and then browse and view my recorded videos

Community Admin

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2.9K Messages

1 y ago

Hi DiyGuy,

This is a unique issue that we haven't encountered before. Would you mind letting us know the model of your phone, as well as what version of the OS you're running? We can take this to our devs to investigate.

(edited)

4 Messages

1 y ago

Hi Johnny,

I use Samsung Galaxy Note 20 Ultra.
Android version is 11

This problem will not occur when watching live camera feed. Only when I navigate to "Timeline" and watch a recorded video, ringtone volume is set to zero. Please let me know if you need any more information to debug this issue.

4 Messages

1 y ago

Hi Simplisafe Team,
The same issue happens in Samsung Galaxy Note 20 also. It has Android 11.

I have summarized the issues I am facing with this app on Android 11 below

1. Ringtone volume is reduced to zero when watching recorded videos from timeline.
2. Huge delay in the reaction of mic button when engaging the camera for 2-way audio conversation. This is causing the audio response from the camera to be missed on the app side.

Could you confirm if these issues will be addressed in the next app update? I just bought $650 worth of Simplisafe equipment and trying them. These issues are causing doubts if I have to go back to my previous security provider.

Community Admin

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2.9K Messages

1 y ago

Hi DiyGuy,

I have not yet heard back from our engineering team, so we're still in the process of investigating. We'll update when we have more info.

(edited)

2 Messages

5 m ago

I have the same issue. I am assuming since this was 9 months ago that the issue has not been resolved. I am on a Samsung Galaxy S7.

Community Admin

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2.9K Messages

@Galaxys7​ Thanks for reporting. Unfortunately yes, the issue has sprung up again recently and there's an active investigation under way.