Two-Way Audio Troubleshooting for Cameras

Two-Way Audio is a great feature to have and use with our cameras, and can help deter potential intruders or bad actors. If you find your Two-Way Audio isn’t working, there are a few steps you can take to troubleshoot it.

Please keep in mind that Two-Way Audio works differently for some cameras when you are viewing a live stream. For the SimpliCam® and Video Doorbell Pro, you will hold down the speaker button when you want to talk and let go of it when you want to listen. For Outdoor Cameras and Smart Alarm Indoor Camera, simply tap the mic icon once to begin talking.

Step 1: Ensure the Microphone is Enabled for your Device

You will need to go into your phone or tablet’s settings for SimpliSafe® and ensure that the Microphone is enabled.

Using iOS:

1. Open your phone’s Settings app

2. Scroll down and select SimpliSafe®

3. Toggle Microphone ON

Using Android:

1. Open your phone’s Settings app

2. Click on Apps and scroll down to find SimpliSafe®

3. Select Permissions > Microphone

4. Set Microphone access for this app to “Allow only while using the app”

*Please note that steps may vary depending on your Android device. 

Step 2: Ensure you Have the Volume Turned up on your Device

Ensure that you have the phone or tablet volume turned up when viewing a live stream or watching a video recording

Step 3: Clean your Camera of any Dust and/or Debris

Dust or debris can cause the microphone or speakers to become clogged on the camera, especially on Outdoor Cameras where they are subjected to the elements. To clean the lens of your camera products, use a microfiber lens cloth or lens cleaner. If you notice larger debris, gently blow away the larger particles or use a soft brush before wiping clean.

Step 4: Make Sure That Mic & Audio is Enabled within the SimpliSafe® Mobile App

You’ll need to review your camera's settings and ensure that Mic & Audio is enabled within the SimpliSafe® Mobile App.

1. Open the SimpliSafe® Mobile App on your phone or tablet

2. Choose My System from the bottom navigation bar

3. Select Camera Settings

4. Tap on the camera you wish to manage

5. Scroll down to General

6. Toggle Mic & Audio ON

7. Select SAVE in the upper right corner of the app to save your selections

Step 5: Test your Camera’s Connection

The Connection Check Tool for Cameras is a great way to better understand your signal strength and upload speed from the router to where your camera is located.

To use the Connection Check Tool:

1. Open the SimpliSafe® Mobile App on your phone or tablet

2. Choose My System from the bottom navigation bar

3. Select Camera Settings

4. Choose your camera from the list of available cameras

5. Under “Connection” select “Connection Check”

6. Tap “Start Connection Check” to find your camera’s connection strength

What do my Results Mean?

A good signal strength and/or upload speed means that there is a strong connection between your camera and Wi-Fi network.

A fair or poor upload speed means that you’ll want to reduce your camera’s video resolution. You can do this within the Camera Settings page for your camera in the SimpliSafe® Mobile App.

1. Open the SimpliSafe® Mobile App on your phone or tablet

2. Choose My System from the bottom navigation bar

3. Select Camera Settings

4. Choose your camera from the list of available cameras

5. Tap on Video Quality

6. Choose a lower resolution

7. Select SAVE in the upper right corner to save your selections

It may also be necessary to upload your Internet package with your Internet Service Provider (ISP) to improve upload speeds. We recommend reaching out to your ISP to learn more about their offerings.

A fair or poor signal strength means your camera may be too far away from your Wi-Fi router. We recommend moving them closer, if possible. If not, you can opt to install a Wi-Fi extender to help bridge the network connectivity gap between the two. You can also move SimpliSafe® to a dedicated network or guest network to alleviate congestion. To learn more about setting up a dedicated or guest network, contact your Internet Service Provider (ISP) or consult with your router’s manual.

Still Need Help?

If you still need help with your camera, don’t hesitate to contact our support team for additional troubleshooting or assistance.