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    Outdoor Camera Motion Detection Troubleshooting

    If you’re getting too many motion alerts when your camera is set to People Only mode, we recommend trying the following tricks:

    • Change your camera’s motion detection setting to All Motion

    • Turn your camera’s sensitivity down to Medium or Low

    • If you have Activity Zones set up, adjust them to also block off the zones around the image that the camera is detecting, as seen in the GIF below

    Activity zones for camera with zones in the left corner blocked

    How to Change Your Camera’s Settings

    You can change your camera’s motion detection settings using either the SimpliSafe® Mobile App or Web App by taking the steps below.

    SimpliSafe® Mobile App

    1. Open the SimpliSafe® Mobile App on your phone or tablet

    2. Choose My System from the bottom navigation bar

    3. Select Camera Settings from the list of available menu options

    4. Select the camera you want to update

    5. Adjust your camera’s motion detection settings as needed

    6. When you are done, select Save in the top right corner to save your selections

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    SimpliSafe® Online Account

    1. ​Log into your SimpliSafe® account using the browser of your choice on a computer

      1. If you manage multiple properties, choose the location you wish to update from the list by clicking on the Base Station Serial Number or Property Address 

    2. Select Devices from the navigation bar on the left side of the screen

    3. Select the camera you want to update

    4. A pop up menu will appear on the right hand side of the screen

    5. Adjust your camera’s motion detection settings as needed

    6. When you are done, click Save Changes on on the bottom of the pop up to save your selections

    Help Center Article

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    Outdoor Cameras

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    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 Base Station and the Cameras will provide a MAC Address, as they connect to Wi-Fi. Other SimpliSafe® products connect to the Base Station using Radio Frequency (RF).

    Note: If you have MAC Address filtering enabled on your network, you may need to temporarily disable it while setting up your camera, to allow it to connect. You’ll be able to determine the MAC Address to add to your allow list once the device is connected.

    Base Station

    For the Base Station, you will need to use your Keypad to locate its MAC Address.

    1. Press Menu on your Keypad

    2. Enter your Master PIN

    3. Using the Keypad’s arrow keys, select System Settings

    4. Then choose Diagnostics

    5. Press the Keypad screen to the right to toggle to the Wi-Fi screen, where the MAC Address will be listed

    Cameras

    You can locate the MAC Address of a SimpliSafe® Camera using the SimpliSafe® Mobile App.

    1. Open the SimpliSafe® Mobile App on your phone or tablet

    2. Choose My System from the bottom navigation bar

    3. Select Camera Settings from the list of available menu options

    4. Tap on the Camera you wish to manage

    5. Scroll to the bottom of this screen. Your Cameras MAC Address will be listed in the MAC Address field.

    Help Center Article

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    Cameras

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    Can't Initiate Live Stream From Within the SimpliSafe® App

    If you are unable to initiate a live stream from within the SimpliSafe® Mobile App or Online Account, there are a few steps you can take to try and get things running again. 

    Using the Connection Check Tool

    The Connection Check Tool for Cameras is a great way to better understand your signal strength and upload speed from the router to where your camera is located.

    To use the Connection Check Tool:

    1. Open the SimpliSafe® Mobile App on your phone or tablet

    2. Choose My System from the bottom navigation bar

    3. Select Camera Settings

    4. Choose your camera from the list of available cameras

    5. Under “Connection” select “Connection Check”

    6. Tap “Start Connection Check” to find your camera’s connection strength

    What do my Results Mean?

    A good signal strength and/or upload speed means that there is a strong connection between your camera and Wi-Fi network.

    A fair or poor upload speed means that you’ll want to reduce your camera’s video resolution. You can do this within the Camera Settings page for your camera in the SimpliSafe® Mobile App.

    1. Open the SimpliSafe® Mobile App on your phone or tablet

    2. Choose My System from the bottom navigation bar

    3. Select Camera Settings

    4. Choose your camera from the list of available cameras

    5. Tap on Video Quality

    6. Choose a lower resolution

    7. Select SAVE in the upper right corner to save your selections

    It may also be necessary to upload your Internet package with your Internet Service Provider (ISP) to improve upload speeds. We recommend reaching out to your ISP to learn more about their offerings.

    A fair or poor signal strength means your camera may be too far away from your Wi-Fi router. We recommend moving them closer, if possible. If not, you can opt to install a Wi-Fi extender to help bridge the network connectivity gap between the two. You can also move SimpliSafe® to a dedicated network or guest network to alleviate congestion. To learn more about setting up a dedicated or guest network, contact your Internet Service Provider (ISP) or consult with your router’s manual.

    Still Need Help?

    Don't hesitate to contact our support team for additional troubleshooting or assistance. We're here to help!

    Help Center Article

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    Cameras

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    Wireless Outdoor Security Camera Settings & Customizations

    The Wireless Outdoor Security Camera has a variety of settings that can be customized, such as Motion Detection, Night Vision, Video Quality, and more! You can adjust these settings at any time using the SimpliSafe® Mobile App.

    Using the SimpliSafe® Mobile App

    1. Open the SimpliSafe® Mobile App on your phone or tablet

    2. Choose My System from the bottom navigation bar

    3. Select Camera Settings

    4. Choose your Wireless Outdoor Security Camera from the list of available cameras

    Camera Behavior

    You can customize your Outdoor Camera by changing the motion detection to coincide with your system’s arming state. For example, if you don’t want your system to record when the system is set to OFF but you do want it to record when it’s set to AWAY, you can now control these settings.

    To change these settings, tap into either OFF, HOME, or AWAY and make the adjustments to Motion Detection and Motion Notifications. Then, choose SAVE in the upper right corner of the app to save your selections.

    Motion Detection

    Motion Detection settings control how your camera will respond to motion events, such as someone walking in its view or a car driving by. In this menu, you can use the slider to adjust sensitivity, as well as change the Motion Type to detect All Motion or People Only. You’ll also be able to filter motion detection further by creating Activity Zones, which allow you to exclude certain areas from motion events. This is great if you live near a busy sidewalk or street!

    Video Quality

    Video Quality manages what quality your streams and recordings will be at. For the Wireless Outdoor Security Camera you can adjust this to 1080p, 720p, or 480p. The higher the stream, the more bandwidth it will use on your network. So if you’re having trouble streaming at 1080p, you can try lowering the quality as a troubleshooting step on your end.

    Flip Image 180

    This option is available should you mount your Outdoor Camera upside down, such as on an eave. When mounting your camera upside down, you will actively decrease the distance that it picks up motion in half. Specifically, an upside down Outdoor Camera will pick up motion within 15 feet, as opposed to 30 when in a normal orientation.

    Mic & Audio

    The Mic & Audio setting allows you to hear audio from your camera, and also allows you to initiate two-way communication when viewing live streams.

    Siren

    Your camera has a built-in siren that will relay the siren from your system in the event of an alarm so that neighbors or nearby passersby know that you may need help.

    Status Light

    The Status Light for your camera will show you that the camera is online and functioning, at a glance.

    Help Center Article

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    Outdoor Cameras

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    Wireless Outdoor Security Camera Error Messages

    CONNECTION ERROR

    WHAT IT MEANS

    If your Outdoor Camera is not responding, it’s likely due to either a low or dead battery or the camera is unable to connect to Wi-Fi. Please note that SimpliSafe® systems and cameras require 2.4GHz Wi-Fi networks.

    HOW TO FIX IT

    1. Remove the battery from the camera and charge it with the usb charging cord that came included with your camera to ensure your battery is fully charged.

    2. Confirm that your camera is connected to the correct network and that the name and password for the network have been entered correctly. You can do this my accessing the camera's settings in the SimpliSafe® mobile app.

    3. Try bringing the camera and your internet router closer together, as too far a distance can weaken the internet connection to the device.

    4. Restart your router and/or mesh access points and extenders.

    5. Try bringing the camera and Base Station closer together, as too far of a distance between them can weaken the Outdoor Camera’s connection to your system and cause this error. 

    If this error persists, you may need to contact your Internet Service Provider to inquire about service availability and interruptions, and about upgrading your internet package and/or router.

    Learn more about improving your upload speed and improving Wi-Fi signal strength. Please note that SimpliSafe® systems and cameras require 2.4GHz Wi-Fi networks.

    WE’VE DETECTED AN ISSUE WITH THIS CAMERA

    WHAT IT MEANS

    A hardware issue was detected on your camera.

    HOW TO FIX IT

    Contact Customer Support for assistance resolving this issue.

    UNABLE TO CONNECT TO SIMPLISAFE®

    WHAT IT MEANS

    SimpliSafe® is experiencing an issue, but there’s nothing wrong with your system.

    HOW TO FIX IT

    The issue should be resolved shortly, so please try again later. If you continue to experience the issue, please contact Customer Support.

    Update Software

    WHAT IT MEANS

    The Wireless Outdoor Security Camera requires a Gen 3 Base Station with the latest firmware updates to run smoothly.

    HOW TO FIX IT

    Before setting up the camera, you will need to update the Base Station firmware via the Keypad.

    If you have an Original SimpliSafe® system, upgrade to our latest generation today and receive a 50% discount on all your new devices. Upgrade here!

    Unable to Stream to Your Device

    WHAT IT MEANS

    Some Android devices are unable to support the video playback on our Outdoor camera due to their hardware configuration. 

    HOW TO FIX IT

    While we review the issue internally, please attempt to update your mobile devices operating system to the latest version. If that does not resolve the issue, please try using a newer Android device or the SimpliSafe® Online Account.

    Help Center Article

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    Outdoor Cameras

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    Wireless Outdoor Security Camera Overview and Installation Guide

    Overview

    With the Wireless Outdoor Security Camera, enjoy advanced security from the outside, with 1080p HD video and a 140-degree ultra-wide field of view. Plus digital zoom and full-color vision at night - so nothing slips by undetected.

    Before Getting Started

    Before you get started, let’s make sure you have everything you need to get up and running.

    In order to successfully set up the Outdoor Camera, you will need the following:

    Note: the Outdoor Camera’s optimal temperature threshold is ​​-4°F to 122°F

    We also recommend fully charging the battery in your camera before beginning the installation process. It will take up to 6 hours for the battery to fully charge. You'll know it's charged when all 3 lights on the battery are illuminated, and not pulsing.

    Completely Charge the Outdoor Camera’s Battery

    If you have not done so already, you will need to charge the Outdoor Camera’s battery before installing it, even if you intend on plugging the camera into a power cable.

    1. Plug the micro USB end of the included charging cable into the Outdoor Camera’s battery and the USB end of the cable into an adapter that outputs 7.5W minimum (this adapter is not included)

    2. Once plugged in, the LED lights on the battery will begin to blink to indicate that the camera is charging

    3. Charge the battery for at least 6 hours, or until all three lights on the battery are solid

    Add the Outdoor Camera in the SimpliSafe® Mobile App

    1. Open the SimpliSafe® Mobile App on your smartphone or tablet

    2. Navigate to the three-bar menu on the upper left corner and select Add Device or Camera

    3. Select Cameras from the list of available products, and then Outdoor Camera

    Assemble the Outdoor Camera

    After the Outdoor Camera’s battery has been charged completely, you will need to insert the battery in the camera.

    1. Remove the camera’s lens by twisting it counterclockwise

    2. Insert the battery so the metal contacts on it are facing upwards and align with the contacts inside the camera

    3. Place the camera lens back on and twist it clockwise until it clicks into place

    4. You’ll know that the Outdoor Camera has been assembled properly when it chimes and begins to flash white

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    Outdoor Camera Isn’t Flashing White?

    If the Outdoor Camera doesn’t begin to flash white, it could be due to a few reasons. Either the battery isn’t charged, the battery was inserted incorrectly, or the camera’s lens was not twisted on all the way.

    First, remove the battery from the Outdoor Camera and connect it to power again by using the included USB power cable and your own power adapter. If the battery is fully charged, all three LED lights will be solid. 

    Once you have confirmed that all 3 lights are solid on the battery, reinsert it into the camera, making sure that the charging contacts are facing up and the battery tab is facing out towards you. Then twist the lens back on the camera until it clicks into place. 

    If the light still does not flash white after reassembling the camera, you will need to reset the Outdoor Camera.

    Pair the Outdoor Camera to Your System

    1. Firmly press and release the pairing button on the back of the camera

    2. The Base Station will announce, “Camera added”

    3. On the mobile app, choose a name for the camera by selecting one of our pre-populated names, or select Custom Name at the bottom of the screen to input your own

    Connect the Outdoor Camera to Wi-Fi

    1. By default, the SimpliSafe® App will prompt you to connect the Outdoor Camera to the same Wi-Fi network as your Base station

    2. You may choose either “Yes, Connect” to connect it to this network, or “Choose a Different Network” to select another one

    3. After your Outdoor Camera has connected to Wi-Fi, it will check for and apply any available updates 

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    Outdoor Camera Didn’t Connect to Wi-Fi?

    If your Outdoor Camera did not connect to your Wi-Fi network, please refer to the Camera Can’t Connect to Wi-Fi During Setup article.

    Choose a Location for the Outdoor Camera

    Next, you will be prompted to move your Outdoor Camera to its desired location and test its connection there before mounting the camera. This allows you to ensure your camera has a strong connection, or move your camera to a different location where the connection is stronger.

    When finding a location for the Outdoor Camera, we recommend the following:

    • The Outdoor Camera should be mounted 6.5 feet off the ground and angled 30° down

      • If mounting above 6.5 feet, we recommend using the permanent mount to secure the camera to the surface

    • The Outdoor Camera’s motion sensor is most sensitive to side-by-side movement, so choose a location where subjects are likely to move horizontally across its field of view

    • Make sure the Outdoor Camera’s field of view is not obstructed by branches, flags, or other objects

    • If you plan on keeping the Outdoor Camera charged with the outdoor power cable, make sure that the camera is within reach of an exterior power outlet

    Check the Outdoor Camera’s Connection

    After finding a location for the Outdoor Camera, tap “Begin Test” in the SimpliSafe® App to test its Wi-Fi upload speed and signal strength. 

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    Good Results

    If your results were good, that indicates that the Outdoor Camera should stream and record video smoothly from its location. Please move forward to mounting the camera.

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    Poor Signal Strength, Good Upload Speed

    This result unusually indicates that the camera is not in range of the Wi-Fi router. Try moving the router closer to the camera or purchase a Wi-Fi extender.  

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    Poor Signal Strength, Poor Upload Speed

    This result indicates that the camera is not in range of the Wi-Fi router, and the Wi-Fi is not providing the minimum 2 Mbps upload speed. Move the camera closer to the router and try live streaming again. If this helps, you can either move the router closer to the camera or purchase a Wi-Fi extender.  

    You may also need to contact your internet service provider to upgrade your package to one that includes higher upload speeds.

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    Good Signal Strength, Poor Upload Speed

    SimpliSafe® cameras require 2-3 Mbps per camera. If you have multiple cameras on your system, multiply the number of cameras by 2 to determine the minimum upload speed required. 

    To improve your upload speed, you may either contact your internet service provider to upgrade your package, or move other Wi-Fi-enabled devices to a different network.

    How to Mount the Outdoor Camera

    When installing the Outdoor Camera, you may mount it using either the included magnetic mount or the permanent mount. If you are installing the permanent mount, please refer to the Outdoor Camera Permanent Mount Overview and Installation Guide.

    1. Remove the mounting plate from the magnetic dome by turning it counterclockwise 

    2. If your are installing the Outdoor Camera on a brick, stone, or stucco surface, drill 2 pilot holes into the surface using a 3/16-inch drill bit and gently tap the included wall anchors into the holes using a hammer or mallet

    3. Attach the mounting plate to the surface using the provided screws and your own Phillips head screwdriver

    4. Twist the magnetic dome back on the mounting plate until you hear it click into place

    5. Place the camera on the magnetic mount

    How to Power the Outdoor Camera

    After mounting the Outdoor Camera, you will be prompted to install your Outdoor Power Cable or Solar Panel to keep the battery charged, or you can choose to run the Outdoor Camera off its battery power. 

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    How to Install the Power Cable

    1. Lift the cover off of the charging port that is located on the back of the Outdoor Camera

    2. Firmly plug the micro USB end of the Power Cable into the camera, making sure that the micro USB is flush to the camera

    3. Snap the included strain-relief clip to the cable at the top near the camera

    4. Screw the clip into the surface near your camera, approximately 6 inches away

      1. If you are installing the Outdoor Camera on a brick, stone, or stucco surface, you will need to drill a single pilot hole using a 1/4 inch masonry drill bit and insert the wall anchor first

    5. Plug the power adapter into an outdoor-rated power outlet with a waterproof cover

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    How to Install the Solar Panel

    If you are powering the Outdoor Camera with the Solar Panel, please refer to the Solar Panel Installation Guide in the Help Center.

    Fine-Tune the Outdoor Camera’s Position

    As a last step, you’ll want to check your camera’s view to ensure that it is capturing your desired area. Tap the “Check Live View” button in the app to see your camera’s live stream. From there, you can adjust your camera’s angle to ensure it is capturing the area you want to watch over. For the best performance, the camera should be angled 30° down.

    Watch the video below for a hands-on experience from our team of experts for the installation process

    Troubleshooting

    Compliance

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    Outdoor Cameras

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    What does “Camera Connection Dropped” mean?

    A "Camera Connection Dropped" error means that during a live stream, SimpliSafe® stopped receiving video from the camera. This is often the result of poor internet connectivity between the camera and the router, causing the camera to be unable to upload video for viewing as fast as it is recording.

    The video that your camera has already recorded but not yet been able to stream is stored in the camera's own internal memory. However, the camera’s memory is limited and may eventually be insufficient to hold the video backlog. If the camera's memory becomes full before it can upload the recordings, the video stream will end.

    For more information on how to strengthen your camera's connection, please refer to the How to Improve Wi-Fi Signal Strength and How to Improve Upload Speed articles in the Help Center.

    Help Center Article

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    Cameras