mb43's profile

49 Messages

Tue, Dec 14, 2021 1:01 PM

Lost recording

Sunday afternoon I was out and somebody rang my doorbell. For the first time ever I used the audio function to talk to them, turned out they were trying to sell me something I didn't want and I sent them away.


This morning I thought about it and wanted to review the conversation so I went into the SimpliSafe app, found the event and watched the video. As soon as I started talking to him in the video, the recording cut out and a message saying "No video. We've lost this part of recording due to some internet issues with your camera".

Now I have a very solid Internet connection - it is 200 Mbps service but it regularly exceeds that for downloads and uploads are between 35 and 40 Mbps. I hardly ever get drop outs either from the Internet connection or WiFi.

I have an Orbi Pro mesh system and a strong WiFi signal everywhere in the house - including by the doorbell. In fact, there is a satellite sitting no less than 10 feet from the doorbell. The Connection Check for the doorbell shows that both the Signal Strength (-39 dBm) and Upload Speed (4.4 mbps) are good. 

I've had issues with the "no video" message in the past and have dropped the picture quality from 1080p to 720p but it doesn't seem to have made a difference. 

Is there anything that can be done to make this crappy device & service work better? Should I just scrap it altogether and install a Ring or Nest doorbell camera instead? 

I mean really, what good is a video doorbell if it doesn't reliably record video? 

26 Messages

8 m ago

The outdoor camera does the same thing.

49 Messages

@pjanits I have the older SimpliCam with the outdoor kit installed in my back yard, that one hasn't yet shown any "no video" errors but I also don't check it as often. I did have problems with it maintaining a WiFi connection at first, that's why I switched over to a mesh system and placed a satellite near where that camera is. 

Knowing the issues I've had with both of these cameras there was no way I was going to buy the new outdoor camera. 

Community Admin

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2.9K Messages

8 m ago

Sorry to hear about these issues. Have you already been working with our Support team to get this resolved?

One thing to note is that we have been hearing about compatibility issues with some mesh networks. Setting up a guest network locked to 2.4GHz only might help with that.

But definitely, if you haven't done so already, we strongly recommend giving our Support team a call at 800-548-9508!

49 Messages

@davey_d I have all of my IoT devices (cameras, streaming devices, etc) on a separate network. I've tried separating the 2.4 GHz & 5 GHz frequencies on that network into different SSIDs but that had not effect on the camera issues. 

Prior to installing this mesh network I had a single router with a WiFi extender that was ONLY 2.4 GHz and had the same problems.

I have spoken with support in the past about this and really the only suggestion they offered was "install a WiFi extender". 

My previous posts about issues with this camera:

Lots of issues with Doorbell camera | SimpliSafe Community

Doorbell camera doesn't work AGAIN | SimpliSafe Community

Why does the WiFi on these cameras suck so badly? | SimpliSafe Community

Community Admin

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2.9K Messages

@mb43 since you were working with different routers, it's possible that you could be having different issues. In this case, you might be able to place a mesh access point closer to the camera than you would with a single router.

But the mesh network itself, by its nature, is a different issue altogether. I'm not a networking expert myself, but it sounds like something about setting up a guest network (perhaps something to do with the router's security) plays a factor. It's something to try, if you haven't already.

49 Messages

@davey_d As I said in my initial post, there is a mesh satellite less than 10 feet from the doorbell. I've just measured it and it is 93 inches away - almost 8 feet. Testing the WiFi signal outside near the doorbell shows that it is nearly maxed out at -40 dBm. The Connection Check of the doorbell camera from the SimplieSafe app reports -39 dBm.

And I've already tried a guest network (not sure if any of my previous posts said that). I had the same issues when using that.  

(edited)

49 Messages

@davey_d​ Have you any other suggestions or is this a lost cause?

I had somebody at my front door this morning, the doorbell camera shows it recorded 58 seconds but after 18 seconds it shows "No Video. We've lost this part of recording due to some internet issues with your camera".

Community Admin

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2.9K Messages

@mb43​ is that same message showing up on both your app and your account on the web?

49 Messages

8 m ago

I had somebody come to the door and ring the bell, we had a short conversation on the porch about something for my wife. A little while later I went back to listen to the conversation, after 2 seconds of it I get the "No Video - We've lost this part of recording due to some internal issues with your camera" message. 

This is frustrating!

Does anybody have any useful suggestions for making this thing work the way it's supposed to? I'm seriously considering removing it altogether and putting in a Ring or Nest doorbell camera instead, those seem to be much more stable. 

(edited)

Advocate

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417 Messages

7 m ago

I have my video doorbell pro on my guest network with Google WiFi and I have a mesh puck less than 4 feet from the video doorbell pro (including the thickness of the sheetrock, siding, etc.). The camera reports -38dBm and 5.76 mbps upload speed, both of which show three bars and "Good".

And I still have similar issues with the dreaded, "No video. We've lost this part of recording due to some internet issues with your camera" message. Sometimes I'll get this for minutes or hours after the event but then later it plays all of it. Sometimes I get the error in perpetuity. As I've indicated elsewhere, I've added a second vendors cameras everywhere I have SimpliSafe cameras for back up / error checking.

I had similar issues when I had an old school non-mesh router with different SSIDs for the 2.4 / 5 Ghz bands. At that time the router was maybe 5 feet from the video doorbell pro. Which is all to say that I don't think it's as simple as "it's mesh networking" or the like.

7 Messages

6 m ago

Agreed. Same problem here. Constant disconnects.  Support always blames my network. I have Verizon Fios. Everything else on my network works great. The problem is with the crappy camera. SimpliSafe refuses to admit it. Very frustrating.  Will not recommend this system to anyone

Community Admin

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2.9K Messages

@Bandit1015​ sorry to hear about your camera issues. Do you also have a mesh network like OP? If we can get more details about how your camera is set up and where, we can help come up with a solution.

1 Message

5 m ago

I don't have a mesh network,  but I have the same problem. Nothing else having network trouble, access point about 20' from the doorbell, and I rarely get a full recording. This thing's been pretty I useless so far. Support just tells me to get a wifi extender.

1 Message

5 m ago

I literally just had this same issue happen 4 days ago, on 3/26/2022 at 2:32pm.  It's all on my timeline. I will be calling into support to determine the cause as I can't have this happen again - it's WHY I have the system - to record anything that happens at my house.  

Issue Details:

My front doorbell pro cam normally works flawlessly - except for this one time where I really need the footage.  It recorded the full 1:05 as I played it through the App online at 3pm.  The video was there and played entirely.  I took screenshots of that video (thankfully) and then when I went to download and play it back - it only has the first 3 seconds, and then it gives the error " No Video  We did not receive this part of the recording from your camera"  YET the back door doorbell pro cam, which is further away from WiFi has a video from the same time with no issue, and this same front door doorbell uploaded videos just prior and after with NO PROBLEM.  

Community Admin

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2.9K Messages

@craigsmetana​ you mention that you were actually able to see the video in question, and only later did it become unavailable. Which leads me to believe that your particular issue isn't with the camera, but with the app (or at least the part of it that retrieves your video from our server).

Did you already try viewing and downloading the video from a different device? Or through the webapp on a desktop computer?

4 m ago

Simplisafe, this has been on ongoing issue for many people. Please stop blaming everything on everyone's network/setup. I have gig fiber and run into the issues as well. Every single other device on my network, whether 2g or 5g, work perfectly fine. However, my cameras are frequently losing connection and every single one is within 15 feet of the router. One of them, is 3 feet away and still loses connection. I dealt with it as they would just start randomly working on their own, until today. Today, someone stole a package off my porch and of course, Simplisafe didn't record the incident. The live feed is fine but somehow it managed to not see the car and thief right in front of it. All the recording before it either just say no video, or it plays for two seconds and says it lost part of the recording. 

7 Messages

@brownstone8681​ 

  • Yep, and for some reason Simply Safe refuses to acknowledge the problem, so they bury their head in the sand and just ignore it.  Hire someone who is competent in this area, and address the problem.  As I posted before, EVERYTHING WORK PERFECTLY on my network, (Verizon FIOS) except your crappy doorbell camera.  I even replaced the transfer on my doorbell,  same results.  Neighbor has Ring doorbell camera, same Verizon FIOS that I have, theirs works perfectly every time 

7 Messages

and I don't have a mesh network.  I have items connected to my network, 60 feet away.  The doorbell camera is 20 feet from the router.  It does alert to activity at the door, but video only records only 3 seconds 

Community Admin

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2.9K Messages

@brownstone8681​ I would not say that we're looking to place blame on anything. WiFi networking is complex, and there are a lot of different factors that can impact performance. You mention you have great bandwidth, but we also need to consider a lot of other factors like signal strength and reception, how your WiFi router handles traffic and even certain security settings.

Since you reported an actual incident, I'm going to go ahead and escalate your case. Hopefully we can get your cameras to 100% ASAP.

49 Messages

2 m ago

I found a solution to my issue.


I removed the Simplisafe doorbell, the WiFi extender and installed a Nest wired doorbell. It connected to my 5 GHz network, has not dropped a connection, has not reported any recordings have been lost and alerts immediately when there is activity. 

7 Messages

2 m ago

Great solution mb43.  Guess I should dump the Simply Safe cam as well.   As they provide no  support, except place blame on everything else.  The moon, has to be perfectly aligned with the planets to get this doorbell cam to work, and that's once in a blue moon