jayleewebb1's profile

Mon, Aug 8, 2022 5:59 PM

Video Doorbell fails to pick up motion

I purchased the SimpliSafe video doorbell a little over a month ago. It will pick up motion when it feels like it. Sometimes it will pick up a car driving down the street. It very very rarely picks up motion when my packages get delivered and if it does it only catches them leaving the door and when they are almost out to the street. I’ve been on the phone with them trying to fix the problem multiple times now. They told me I had connection issues with my router so they told me I would have to get an extender. I bought the network extender from SimpliSafe and it’s about 10 feet from the video doorbell with great service but the doorbell still hardly picks up motion. I called them again on 8/5 and they told me they would call me back but still haven’t heard from them.  All of my other cameras seem to work fine. They have sent me a replacement video doorbell but still having the same issues.

This post was created from this comment on different post

Official Solution

Community Admin

 • 

3.1K Messages

Il y a 2 m

@jayleewebb1​ If it's not a connection or reception issue (which you can verify by using the Connection Check tool in the app), then we have to go back to troubleshooting the environment to figure out wht the Motion Detection feature isn't working.

In People Only mode, the camera analyzes the actual image and triggers for anything that is shaped like a person and is moving around.

When All Motion is enabled, or at night (when it's too dark for the intelligent motion sensor to work), it uses a more traditional infrared motion sensor. That means it works by detecting heat-generating objects moving around, in contrast with the rest of the environment. So you might see it struggle in very hot environments.

And because it needs to pick up on lateral movement, it will work best when the subject is moving across the field of view. So it might help a bit if you're able to change the angle of the Video Doorbell so that intruders approaching aren't walking directly towards it. Our Support team can help with a Horizontal Wedge for that purpose.

5 Messages

@davey_d​ Does Simplisafe have an angled wedge that can pivot the doorbell slightly to the left or right? I saw a YouTube video where someone seemed to have this piece on their Simplisafe doorbell pro. Is this the horizontal wedge you are talking about? The one I saw looked similar to the regular wedge that comes with the doorbell in the box, only pivoted. If so, do I just ask customer support for one?

Community Admin

 • 

3.1K Messages

@RK9​ yes, that's it. The Horizontal Wedge can turn your Video Doorbell 15 degrees left or right. It's available at no cost from our Support team.

2 Messages

Il y a 1 m

SAME EXACT ISSUES HERE and I have tried ALL different settings, resetting, wifi extender and even got it replaced. STILL not working properly. This is so frustrating and unsafe!

2 Messages

Il y a 1 d

Same exact issues with mine. There is no rhyme or reason when the doorbells will pick up motion. SimpliSafe is sending me a camera to mount in the front. The problem with this that I see is that it has to be mounted low enough so I don’t have to get up on a ladder every time the battery needs to be taken out and charged. Since the camera is only magnetized to the base, it can easily be stolen. I told SimpliSafe that I’d try it. The video doorbells are junk in my opinion (I’m on my second set and there is no improvement) and technical support is absolutely no help.  We basically have no security. We”ll see how the camera goes but I unfortunatelyhave low expectations given my experience with SimpliSafe.

Community Admin

 • 

3.1K Messages

@diana​ sorry to hear that you're having trouble as well. But I'm glad that you're already working with our Support team on a solution. Hopefully it works for you.