3 Messages
Camera not recognizing WiFi password
I’m on my third doorbell camera. I go through all the steps for installing. The app has my network name autofilled. I add my PW carefully. With now three new cameras, it keeps coming back that my PW is incorrect. I’ve double checked my WiFi PW, I’ve checked the PW with the base station. I carefully enter and check and double check. The last oddity is everything thing else on the SimpliSafe system works fine. Also, it doesn’t matter if I’m one foot from the router or at the door. I’m on a 2.4 network too. Any suggestions would be great. Thanks
emily_s
Community Admin
•
3.4K Messages
11 months ago
@medicsawyer Does your Wi-Fi network's password happen to have a semicolon and/or backslash in it? Our engineers are working on resolving a rare issue where the Video Doorbell Pro cannot connect to Wi-Fi networks with either of those characters are in the password. If you do have a semicolon or backslash in yours, I would recommend adjusting the password to remove those characters.
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datainmotion
1 Message
9 months ago
Exact same problem here
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MaggieDavis
3 Messages
7 months ago
I am having the same situation with an interior camera. Everything’s been restarted, password is pretty simple and short, keeps saying I have the wrong password. This one camera is the only part of the system with an issue. I was able to get it to connect to the Wi-Fi extender (which uses the exact same password) rather than the main wifi but the signal because of locations is weak and not how it should be for this. Is there a better fix for this issue coming? This camera previously worked fine on this same main Wi-Fi with the same password and just stopped.
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murph67
2 Messages
7 months ago
I have the same problem with a black indoor camera. I had to factory-reset my wi-fi router, and now the camera will not connect. I created a secondary 2.4ghz network with a completely different SSID and password--no joy. The password is short and simple. The rest of the Simplisafe system works.
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jwenzinger
3 Messages
6 months ago
After a power outage, I tried everything suggested all over the internet many, many, many times to get my Simplisafe indoor camera back online (doesn't use a base station, just internet). I finally removed it from the app and reset it, only to be told that the Wi-Fi password is incorrect when clearly it is not. I repeat, I tried an enormous amount of troubleshooting, all to no avail. I have other cameras from two other brands that connected back immediately when the power was restored (and they recognize the Wi-Fi password that SimpliSafe rejects).
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arpadilla1324
1 Message
6 months ago
I am having the same issue. I have 5 indoor cameras all connected to the same WiFi for some reason one of them went offline and won’t reconnect. The camera itself says the wifi password is incorrect. Not sure why. I had the same issue with doorbell and gave up and purchased the new Ring doorbell instead. I just need this to connect. Not sure why these SimpliSafe products are so difficult.
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terminator44
1 Message
2 months ago
Has the issues of not recognizing semi colons and backslashes been resolved
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jmbrown1402
1 Message
10 days ago
I am having the same problem and happy to see others are too because I am tired of being made to feel its something I am doing wrong! We have tried everything to get our doorbell to work, ALL THE OTHER CAMERAS WORK FINE but the doorbell keeps saying its the wrong password and ITS NOT! We are on our 3rd one now, even though its refurbished when they send another and I dont like that, would rather have a new one. In any case, seems this is an issue that simplisafe wont or cant fix. We are considering going with another system as we are tired of not having the security we are paying for!
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jcmaedl
12 Messages
8 days ago
I have this same problem. The doorbell just quit working altogether, so I brought it inside and reset it. Now it will not take the wifi password.
Then as is typical SS says it is our networks, adjust our settings, buy an extender, create a guest network. I have 20+ devices on wifi that work just fine. And this dumb thing worked just fine until it didn't. And now with nothing changed it is my network?
Same kind of response as with my base station losing wifi every few hours. "Oh well, that's just how it is."
What a joke!
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jcmaedl
12 Messages
8 days ago
After some network sleuthing I think I discovered at least part of the problem. I do not believe the problem is actually the password, that is just what the unit says. I think it has to do with the way it handles IP/MAC affinity.
This will be a TLDR for many people.
If you are router savvy, after a failed connection attempt you can go into your connected device list and look for AMPAK. This is the doorbell, which means that even though it says "password wrong," it actually did connect and was assigned an IP. Note the IP address.
Hard reset the doorbell to kick it off the network. You should no longer see an AMPAK device. Go into your DHCP IP reservation list on the router and force reserve the IP you noted (depending on your router you may have to assign to another device) so that it is no longer in the DHCP pool.
Now if you go through the connection process, it should work. In your router device list you instead of AMPAK you will see a huge string of letters and numbers with a different IP. This is the properly connected doorbell.
When a device connects to a DHCP network, it has an affinity to the IP address it was assigned before and it asks the router for the same address again. The router checks the MAC (hardware) address and if the address is still available in the pool it will assign it.
I don't know exactly what is going on, but it looks like the device initially provisions itself as AMPAK, gets an IP, and then somehow "hands off" to the actual camera unit which gets another IP. In my case, AMPAK was assigned x.x.x.23 and it just sat there and failed (red light, bad password announcement).
After forcing the 23 address to be out of the pool, the AMPAK device did not seem to appear. Instead, the doorbell connected properly in less than 5 seconds and a device with a huge string of letters and numbers as the name appeared, with x.x.x.178 as the IP. This IP was the previous affinity for the doorbell when it was properly connected before all this happened.
I think the AMPAK did appear, but whatever it does to "hand off' happened so fast I didn't see it.
My theory is that somehow, the affinity requests go sideways during this process so the IPs are not provisioned properly. Forcing the selection of a brand new address lets everything start over.
No idea if this is right or not but there is definitely something strange about how it is connected to the network but thinks it isn't, and how 2 IPs happen.
Anyway, food for thought.
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