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Thu, Feb 11, 2021 7:10 PM

Problem with app and video doorbell

I've had a SimpliSafe system for well over a year now and until recently would rate them an 11 on a scale of 1-10. That has changed drastically in the last 6 weeks. The App and my Video doorbell were working beautifully until January 6, 2021. Then suddenly, the App stopped working. When I went to the timeline for my videos and selected a video to view, it would only play the video in QuickTime. When I tapped the video a second time, instead of playing the video at normal speed and allowing me to enlarge the image, it instead closes the App and brings me back to my phones home-screen. I have spoken to numerous tech support people and have tried everything they suggested to no avail. They keep telling me it's a known issue and that they are working on an update. After 6 weeks I no longer believe they are trying to fix my problem. Included in my contacts with tech support were a couple of "Supervisors'. Has anyone else experienced this problem? and have you found a fix?

Community Admin

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469 Messages

1 y ago

Hi @harvhelene,

At the risk of mentioning steps that you have already taken, first, make sure that the SimpliSafe app is running the latest version (2074.57.0 for iOS). You can find this in the SimpliSafe app by opening the ‚ò∞ Menu -> Help & Support ->Scroll to the bottom of the page. If you are on the latest version of the app and are still having this issue, some more information may help. Are you able to view these recordings through your account on SimpliSafe.com? If not then there may be a problem with your Video Doorbell Pro.

SimpliSafe Social Team
SimpliSafe Home Security

5 Messages

1 y ago

I just downloaded v2074.570 on my App and have same problem as the old version v2074.560.
I can view my doorbell videos on my computer without any problems.
the doorbell camera appears to be working fine, it takes and saves videos on the timeline based on motion detection, but i cannot view them on the App except in quicktime.my apple I-6 cell has been updated several times in the past two weeks without affecting the problem.

Community Admin

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469 Messages

1 y ago

Ok, since you are able to view the recordings from your computer without any problem, the issue most likely has to do with the app itself on your phone. Are you able to view live footage from the camera without the app crashing? You'll also want to ensure that iOS is updated to the latest version available for the iPhone 6 which appears to be 12.5.1 at the moment.

SimpliSafe Social Team
SimpliSafe Home Security

5 Messages

1 y ago

I agree that the problem is with the App. My cell is updated to 12.5.1 software. When i go to the App and press cameras and select the doorbell camera, I am able to see the "LIVE" video without a problem.When I select timeline the App takes me to stored videos that were taken due to motion picked up by the camera, so far so good. When I select one of the videos to view, the App displays the video in "QUICKTIME" in a reduced size, which is the way it has always worked. Now the problem. When I tap the video being displayed on the screen, the App closes and returns me to my cells home screen. The App just shuts down. Prior to jan 6, 2021 before the problem started, when I tapped the screen showing the selected video in "QUICKTIME", the App would show the video in normal speed and full screen, and would let me pause and restart or rewind the video. My wifes cell also has the same problem, however, the problem started 1 day later.

Community Admin

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469 Messages

1 y ago

Does your wife also have an iPhone 6 on iOS 12.5.1? We'll make sure to discuss your situation with our app development team to see what can be done.

SimpliSafe Social Team
SimpliSafe Home Security

5 Messages

1 y ago

Yes my wife has an I-6 cell and it's running iOS 12.5.1. It's been 6 weeks now since I notified SimpliSafe of this problem, no one has kept me informed of the progress to resolve this problem with the App. I don't even know if they are even trying. Can you keep me updated on what your Development  Team is doing????

Community Admin

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469 Messages

1 y ago

Hi @harvhelene,

Yes, our app development team is aware of the issue and there is a ticket in place to get it resolved. It appears that this issue only affects iPhone 6s at this time and there will be an app update once the bug has been fixed.

SimpliSafe Social Team
SimpliSafe Home Security

5 Messages

1 y ago

can you tell me when your APP DEVELOPMENT TEAM expexts to resolve this problem? I've been waiting for 7 weeks now!

1 Message

1 y ago

I have an I5s cell phone  I have the exact same problem as the person with the I6 phone. can only watch video in "QUICKTIME" mode. The phone has all the IOS and SimpliSafe  updates. This has been going on now for over 2 months. When will this be resolved?