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Thu, Jan 28, 2021 10:48 AM

SimpliSafe Camera & SimpliSafe Doorbell Will Not Scan QR Code

After changing the WIFI password on my dual band router Motorola MG7315 the cameras stopped working as expected. The keypad/base station both accepted the new WPA2 network key without any issue as did my laptop, printers and cell phone. The cameras were a completely different story. The cameras would not read the QR code. After 6 hours (finally giving up at 4am) they were still offline. I called Customer Service the next day and spent another 7 hours (5 on the phone) trying to get these POS cameras back on my network.

Customer Service had me delete the App from my iPhone 6s; power it off for a short period of time to clear the caches; restart the phone and redownload the app. After logging into the app, I entered the new Network Key in Settings>General Settings>Wi-Fi Network; I received the message that the Base Station is now connected to (SSID-The Network). I then went to set up the cameras. CS had me unplug the cameras for 15 seconds, 4 times while continuously holding the button on top. This was to be a hard re-boot/reset of the camera(s). After which the camera(s) turned back on and (said) "camera is ready for setup, follow instructions in the app". Entering the WIFI Network name and followed up with the Network Key in the camera set up, I was experiencing what I should. With the white light flashing, a QR code was generated on the phone and placing it in front of the camera; Nothing. Moving it back and forth, 2" to 2', nothing. They had me screenshot the QR code and print it out. I did onto 8.5" x 11" paper and placed it in front of the camera, still blinking white, Nothing. I shaded the camera and the QR code from any glare, Nothing. I tried it in a dark room, I tried it in a well lit room; Nothing! CS had me perform a hard reset on the Base Station, removing the batteries and reinstalling. They also had me remove the newly issued SIM card and confirm the serial number, Nothing. I logged into the router IP and confirmed my band settings and further confirmed my band frequency of 2.4ghz in Wireless Properties on the laptop. SS also confirmed the frequency as the base station will not connect to the keypad and/or internet if it weren't a 2.4ghz connection. SS confirmed a strong (reading) from my signal/base station on their system/servers. The band frequency was confirmed yet again upon setting up the App; when the App searched for available networks..."SimpliSafe has found these 2.4ghz networks" (Mine was one). Support wanted to blame the dual band router (the same one I have been using for several years with the system??)

I just happened to be in possession of a new SS camera replacement (for another issue I was experiencing, which seemed to rectify itself with some updates SS was doing to their servers). CS had me unbox the new replacement camera and give it a try; (guess) Nothing! I performed a modem reset, Nothing. I had Cox Communications perform a reboot. I performed a Speed Test on my internet connection and had Cox Communications increase my upload speed to a solid/guaranteed 2.0mbps. Nothing! It got to the point where CS was insisting I have someone else come over so I can use their mobile device to try to set up the cameras, yeah right! (now they're just guessing)-couldn't blame the router, so lets try blaming the phone. LMAO!

I changed the Network Key back to the original (I changed from), NNNothing! As of now I have SimpliSafe garbage. Both indoor cameras and the doorbell fail to connect.

After hours of research online, I see I am not alone in this sinking ship. SimpliSafe clearly has a problem with their cameras.
Support has had me chasing my tail and finally washed their hands with the statement:  "Well we've tried everything and YOU own the system". "Yes I do" and I boxed up the one camera and few sensors I added to the system within the 60 refund policy; and used their label to ship 'em back for a small refund before I scuttle the rest.

I will say the people I worked with in CS were very friendly and eager to help; patient and attentive; just incapable of offering anything I could not find online for solutions.
All this could be managed with 1 "Simple" step; being able to enter a network key manually, like the Ring systems will allow. I spent some time on the phone speaking with CS at Ring and discussed this problem with them and they mentioned that this would not be an issue with their systems. And if there is a complete breakdown in the ability to set up the Ring System, they have a physical resource that can come out and get the system up and running, being able to troubleshoot and resolve issues (for a fee). I have not been able to resolve this and SImpliSafe is not capable of doing anything other than sending out new camera after new camera....A. Einstein seems to come to mind.....Pure Insanity!  Fix your d**n cameras!

Don't buy SimpliSafe; Don't waste your money!
Potential SimpliSafe Buyers Please Be Guided Accordingly.

Community Admin

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469 Messages

Il y a 2 y

Hi @sales679,

Since the problem is that the cameras aren't able to scan the QR code generated by the app, this problem wouldn't be fixed by rebooting your router. At this point in the setup, the camera has not even tried to communicate with your router yet since the WiFi name and password are given to the camera through the QR code. Because of that, this would seem to be either problems with the cameras themselves, which is less likely given you've experienced the same issue on multiple cameras, or a problem with the QR code generated by the SimpliSafe app.

To test if it's a problem with the QR code, the first thing I would recommend is to see if it is a valid QR code. One way to tell would be to look at it and see if you are able to see the 3 positional markers (concentric squares) in the upper-right, upper-left, and lower-left hand corners. Another way to tell if the QR code is valid is by trying to scan the QR code with another device as most phones and tablets are able to scan QR codes through their native camera app.

If it does not appear to be generating a valid QR code, that could be due to a few factors primarily if there are any non-alpha-numeric characters in your WiFi name or password especially colons and semicolons. If there are no special characters then we would recommend trying to generate the QR code using a different device to see if that makes any difference.

SimpliSafe Social Team
SimpliSafe Home Security

1 Message

Il y a 1 a

I am running the same issue.  The app is not able to read the camera QR.  Is there any way around it?

When I use my IPhone camera to scan the QR, it take me to a website with "It looks like there aren't many great matches for your search".  At least I know that my phone can read the QR.  But the app is not able to communicate to the camera.  Any other way to set up?

Thanks,
Anthony

Community Admin

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469 Messages

Il y a 1 a

Hi @topagent008,

It sounds like you may be having a different issue than that of sales679. Instead of using the camera on your phone to scan the QR code on the back of the SimpliSafe camera, you'll want to use the SimpliSafe camera to scan the QR code that is generated by the SimpliSafe app during setup. When we mentioned earlier to "scan the QR code with another device as most phones and tablets are able to scan QR codes through their native camera app" we meant the QR code in the SimpliSafe app not the one on the camera.

SimpliSafe Social Team
SimpliSafe Home Security

2 Messages

Il y a 1 a

I too just received and installed the latest SimpliSafe system and the new camera would not read the QR code.  After several hours with Tech Support, we placed the old camera back in the system and it read the QR code & went online on the first try.  Kind of vindicates the App and the WiFi name & password.

Bill

2 Messages

Il y a 1 a

Had the same problem with my cameras. SimplySafe replaced them 3x and no luck. I reinstalled the app and the cameras magically scanned the codes