App Error: Camera Disconnected
Updated
The app error “Camera Disconnected” can occur for several reasons:
Your Base Station needs to be reconnected to Wi-Fi
Your Wi-Fi network name or password has recently changed
The camera or your Wi-Fi router has lost power
Your Internet Service Provider (ISP) is experiencing an outage
If you encounter this error, the first thing you’ll want to do is reconfirm the Wi-Fi credentials for your Base Station. You’ll want to make sure that you are connecting the Base Station to the same Wi-Fi network as your camera. The Base Station is responsible for sending a ping to wake your camera, and if it disconnects from Wi-Fi it may cause this error.
If you’re experiencing this error message with a Smart Alarm Wireless Indoor Security Camera or Wireless Outdoor Security Camera, please begin with the first troubleshooting step below. If you’re experiencing this with the Video Doorbell Pro or SimpliCam® Wired Indoor Security Camera, please use the second troubleshooting step.
Step 1: Reconnect your Base Station to the same Wi-Fi network as your camera, using these steps*:
Open the SimpliSafe® Mobile App on your phone or tablet
Choose My System from the navigation bar at the bottom of the App
If you do not see My System, you may be using the Web App in your browser. Please use the SimpliSafe® Mobile App to reconnect your Base Station to the same Wi-Fi network as your camera.
Next, select Base Station Settings
Tap on ‘WiFi Network’
You may see your network listed here, continue with the steps below to reconnect
Select ‘Yes, Connect’
Enter the password for your Wi-Fi network
Click ‘Connect’ once finished
Your app will state “Yay! Your Base Station is connected” if the credentials are correct.
Tap Done to exit the Wi-Fi setup mode
*Skip this step if you’re experiencing this with the Video Doorbell Pro or SimpliCam®.
Step 2: Use the in-app connection check to test your network connectivity.
You can find this by navigating to the Camera tab at the bottom of the mobile app, and then selecting the Gear Icon for Camera Settings in the upper right corner. Once on this page, select the camera you are having trouble with and then scroll down to select Connection Check. Then follow the on-screen prompts to begin the test.
Camera Requirements:
Signal strength should be above -55dBm. A lower number means a greater connection between your camera and router.
If you have low signal strength, you can try the following steps to troubleshoot your network and improve your overall signal strength.
Upload speed needs to be above 2Mbps for 1080p video.
If your upload speed is below 2Mbps, you may need to contact your Internet Service Provider (ISP) to upgrade your Internet package.
If your upload speed is just at 2Mbps, you can take additional steps to improve your upload speed.
Please note that if your camera is offline due to a power outage or an outage with your ISP, you’ll need to wait for service to be restored to access your camera again. When paired with a professional monitoring plan, you also have a cellular connection that provides an extra layer of connection to our monitoring centers. Your Base Station also comes equipped with a 24-hour backup battery to ensure that you are protected at all times—including during a power outage or loss of Wi-Fi connection.