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sirbuck

3 Messages

Saturday, August 20th, 2022 6:16 PM

SimpliCam "Unfinished Setup"

I have a SimpliSafe video doorbell and a SimpliCam in my garage.  Both are set up and work as they should.  When I view the "Cameras" window in the app it shows my doorbell and the SimpliCam correctly.  But it also shows a third window of an "Unfinished Setup".  It appears that while I was setting up the SimpliCam the setup wasn't completed and then I went through the SimpliCam setup again.  When I went through the SimpliCam setup the 2nd time it was successful, but the "Unfinished Setup" from the 1st attempt still remains in my app.  I have tried to finish the "Unfinished Setup", but no luck.  It times out and fails.
I have reset both cameras to factory default, and removed and reinstalled the app.  Before I attempted to reinstall both the SimpliCam and the doorbell, the app still showed the "Unfinished Setup" window and there was nothing I could do to make that go away.  I went ahead and re-setup both the cameras successfully.

How do I make the "Unfinished Setup" window go away?  I've waited several days thinking that it will "refresh" and go away, but no luck.  My phone is a newer Google Pixel 6 Android with all of the latest and greatest updates.  I called SimpliSafe tech support, but all they could tell me was "we never saw this before".

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Updated 

9 months ago

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alexandria_c

Community Admin

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242 Messages

2 years ago

Hi @sirbuck - thanks for taking those steps so far. It sounds like there may be something cached on the app, which generally removing the app should solve. If you go to the three-bar menu, and then choose My System > Camera Settings - is there an additional device here labeled Garage? If so, try tapping it then choose Remove Device if that's available. 

Let me know if that helps, or if you need any further assistance.

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sirbuck

3 Messages

@alexandria_c​ Thanks for the suggestions.  I had already done all of that and nothing worked.
But, I tried again and still had no luck.
1 - I deleted both cameras so there was no camera associated with my account.
2 - I cleared App Storage which also clears App Cache.

3 - I deleted the App

4 - I pressed the button on the Garage camera and reset it to factory defaults.

5 - I reinstalled the APP.

6 - The "Unfinished Setup" still exists on both my phone AND my wife's phone.  I have never used my wife's phone to add or delete any SimpliSafe device.

7 - I attempted to allow the "Unfinished Setup" to try and set up the Garage camera again.  Fail.

Since the "Unfinished Setup" exists on both of our phones I believe that the "glitch" is in a common denominator.  Since the cameras interface with SimpliSafe via Wi-Fi and not the Gen-3 Base Station I suspect the problem exists on SimpliSafe's side of the equation.  The PC Client cannot be used to set up a camera so there are no "Unfinished Setup" notices on the PC Client.
I will take any and all suggestions because all of my magic has failed.

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2 years ago

0

alexandria_c

Community Admin

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242 Messages

Thanks for taking all those steps. It does sound like there is a glitch somewhere that is causing that camera to stay associated to the app.

Let's try removing the app from the equation and use the KeyPad to remove the device instead.

  1. Open the Menu on your keypad (using your Master PIN)
  2. Select “Devices” and navigate to this device. Select it with the right rocker.
  3. Scroll to the bottom of the sensor’s listed settings and select “Remove”. Confirm the removal with the right rocker.
  4. Press “Off” to exit the menu.

If that doesn't work, let me know and we can dig into this further.

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2 years ago

0

tcusumano

1 Message

1 year ago

I had the exact same problem and after using your directions via the key pad it removed the unfinished camera.  Thank you SimpliSafe and the client who posted the problem…also helped me out. :>)

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rslatham

3 Messages

9 months ago

Thank you, @sirbuck and @andriadria_c! I’ve had this issue for over two years and just decided to Google the issue just to find this amazing solution. 🙌🏾🙌🏾🙌🏾 Now, I have to find out how to get rid of an Offline message for a camera that works perfectly well. I can’t get rid of the message in the app.

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davey_d

Community Admin

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5.7K Messages

@rslatham​ if you haven't already, I recommend installing Firmware Update 2.15 or your Base Station. the issue you describe sounds like a signaling issue between your Base and that camera, which can be resolved by this update.

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9 months ago

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