10 Messages
Outdoor camera still will not connect - ideas?
Our system worked well for over a year with our robust xfinity Wifi. Nothing had changed when, about a month ago, both the base station and then the cameras started dropping the wifi connection constantly. I'd reboot the network, things would reconnect and then - poof - ten minutes later, dropped.
We tried everything (talked and chatted to support) ... and then we finally just shut off our 5 ghz channel completely. We have a Gateway which is designed to optimize both channels, giving devices what they need. So now we've sacrified a TON of speed -- but at least the base station and one camera appears to be remaining conected. It was mainly the camera I was concerned about, the base station is fine on cellular except when I have to wake a camera up...
HOWEVER - ONE CAMERA STILL WILL NOT CONNECT. After deleting and attempting to re-install (several times) the second (identical) outdoor camera - it just will not connect. All the wifi conditions are met, the WPA2, the right-size network name, the 2.4 Ghz network, everything. This particular camera won't connect even inside, 10 feet from the base station and router/modem (so it's not interference).
Any other ideas? HELP? We're so very frustrated after weeks of this. Even worse, we missed a critical incident on our back patio for lack of a camera.
dlpsr
1.4K Messages
2 months ago
What does the app connection checker say if its even possible to test it?
Cameras distance from router may matter for signals.
Walls, exterior brick, metal siding or stucco with wire in it can interfere/block all signals. I know, mine are all exterior brick and interior plaster.
Waking live view slowness indicates weak exterior RF/wifi signals. The base needs to send an RF signal to outdoor cameras ro wake them.
Temporarily move the base closest to the wall where the outdoor cam is and try live view. You probably can't move the Xfinity box, unless you have multiple coax connectors wired in the house.
If able to test it with the checker, it should be all blue bars and -50 Dbm preferably or lower.
I also have Xfinity, but use my own modem and Mesh router with two access points or mine wouldn't stay connected either probably. Even so, occasionally they disconnect but usually reconnect quickly enough. Mostly my doorbells, not outdoor cams.
Even if live view says can't connect, try the retry button a couple times anyhow.
If it's under warranty or paid monitoring, you should be able to get a swap out by calling. For what thats worth. Who knows, may work.
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emily_s
Community Admin
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3.4K Messages
2 months ago
@susanfhaine You mention that you have Xfinity for your ISP. One other thing I can think of is that by default, their network security setting is set to WPA3. It can help to temporarily change this setting to WPA2 and then try to setup this Outdoor Camera again. Afterwards, the setting can be placed back to WPA3.
But you also mention an incident due to this camera being offline. I've forwarded your case details to our escalated Support team. A senior agent will be in touch soon to get to the bottom of this, so please keep an ear out for their call.
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susanfhaine
10 Messages
2 months ago
I did change the security to WPA 2 ( thanks). That didn’t help.
I finally got into the router admin settings and disabled the 5ghz entirely… reconnected all the SimpliSafe components & they’ve stayed connected for 48 hours. The gateway ( router/modem) is supposed to send devices to the appropriate place ( 5.0 vs. 2.4 ghz) but that didn’t seem to be happening.
So —- we’re sacrificing ( a lot of!) speed on our other connected devices but that’s ok — we’re seniors & don’t have a lot of WiFi-enabled/connected devices.
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susanfhaine
10 Messages
2 months ago
I did receive a call from a senior tech person ( thank you; he left a nice message ). I will return the call soon to discuss possible other options, etc.
For now, with the 5 ghz band disabled, the SimpliSafe cameras ( - we have two) & the base station are all remaining connected.
I may try to turn the 5 ghz band back on .. hoping the security system stays connected to the 2.4 ghz band.
Many suggested just splitting the gateway into two bands/ channels …. for some reason, Xfinity advised against that (?) & it was not clear to me how to do it, although I understand the point of doing it… ( … recall I’m Medicare-aged!)
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