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App Error: Camera Disconnected

The app error “Camera Disconnected” can occur for several reasons: Your Base Station needs to be reconnected to Wi-FiYour Wi-Fi network name or password has recently changedThe camera or your Wi-Fi router has lost powerYour Internet Service Provider (ISP) is experiencing an outageIf you encounter th

Errors / Warnings

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What does “No Video” mean?

A "No Video" error means that, while recording, the camera disconnected from SimpliSafe and the video was not able to be saved. This might mean the loss of an entire recording or it might mean a loss of only a portion of the recording after the connection was lost. Unfortunately, we are no

Errors / Warnings

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Cameras

How To Check The Firmware Version of SimpliSafe® Devices

At SimpliSafe®, we are always working on our devices by releasing firmware and software updates for system-wide and device-specific improvements. We are always updating our customers on the latest firmware releases in our Community so you can be informed about the latest and greatest updates that ar

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Base Station

How to Find the MAC Address of a SimpliSafe® Device

In some instances, you may need to add the MAC Address of a SimpliSafe® product to your network’s allow list or firewall in order for it to connect to Wi-Fi. A MAC Address is a unique, 12-character alphanumeric attribute that is used to identify individual electronic devices on a network.Only the Ba

Install / Set Up Help

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Cameras

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What does “Unable to Stream Video” mean?

What it MeansAn "Unable to Stream Video" error means that the app was unable to download and display the streamable video. As this is likely an issue on the app end, our team is notified of these errors and investigates promptly to ensure your video is back up for streaming as soon as poss

Errors / Warnings

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Cameras

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How much internet speed do I need for my camera?

Why does internet speed matter?The speed required to operate the cameras depends on the resolution quality that the camera is sending. Higher resolutions require faster speeds. This is especially important to consider for during alarms when all cameras will record simultaneously and therefore requir

Wi-Fi Troubleshooting

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Cameras

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Why Do I See Orbs Or Bubbles When My Camera Is Using Night Vision?

What is it?When in lowlight settings, your camera may pick up ghost-like "orbs" while recording. Don't worry—there's nothing supernatural going on. These orbs are called backscatter, or near-camera reflection. Backscatter happens when dust, water droplets, or other particles are

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Cameras