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App Error: Camera Disconnected
Overview
The app error “Camera Disconnected” can happen for several reasons, including if you’ve changed your Wi-Fi recently or if the camera battery has been replaced. The following article will walk you through a few troubleshooting scenarios to help get your camera back up and running. Use the collapsible sections below to go through each step one by one, as they apply to your situation.
Please note, you will need to be with your system to troubleshoot this issue. Remote troubleshooting is not possible.
If you moved, or changed Internet Service Providers (ISP), you’ll need to teach both your Base Station and Cameras the new Wi-Fi information.
To Connect your Base Station to Wi-Fi:
Open the SimpliSafe® Mobile App on your phone or tablet
Choose My System from the navigation menu at the bottom of the app screen
Select Base Station Settings
Tap on WiFi Network
Choose either Yes, Connect or Choose Another Network to proceed
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
To Connect your Cameras to Wi-Fi:
There are different steps for connecting your camera to a new Wi-Fi network depending on the model you own. Please refer to the Changing Wi-Fi Networks for Cameras section in the How to Change Your Wi-Fi for Your SimpliSafe® System article for more details.
Network Configuration
If you’re having trouble connecting to Wi-Fi using the above steps, it is likely that your network does not meet our Wi-Fi Requirements. You must be using a 2.4GHz network, as SimpliSafe® cannot connect to 5GHz networks. Additionally, your network must be configured to support WPA2 or WPA2/3 Mixed Mode - as WPA3 is not supported at this time.
For assistance on configuring your network, contact your Internet Service Provider (ISP) or consult with your router manufacturer.
If you recently recharged your camera or its battery, the camera may display this error while it works to check back in with the Base Station. This can take some time to refresh, but if you want to refresh the connection sooner you can remove the camera from within the SimpliSafe® Mobile App, factory reset the camera, then re-install it. Make sure you download any recordings from your camera prior to taking these steps.
Step 1: Remove the Camera From the SimpliSafe® Mobile App:
Open the SimpliSafe® Mobile App on your phone or tablet
Choose My System
Select Camera Settings
Tap on the Camera you wish to remove from your system
Scroll down and tap on X Remove Camera
Choose YES on the pop up to remove the camera
Step 2: Reset Your Camera:
Each camera has a unique set of steps to factory reset it. Please follow the steps from the links below to reset your camera
Step 3: Re-Install Your Camera:
Once you have factory reset your camera, the last step is to re-install it. To re-install your camera:
Open the SimpliSafe® Mobile App on your phone or tablet
Navigate to the three-bar menu in the upper left corner of the app
Select Add Device or Camera
Followed by Let’s Go
Then choose your camera from the list of available products
And follow the in-app prompts to install it again
If you’ve taken the above steps and are still encountering this issue, it’s possible that you may need to remove the camera from your system, factory reset it, and then add it back to your system. Just make sure you download any recordings from your camera prior to taking these steps.
Step 1: Remove the Camera From the SimpliSafe® Mobile App:
Open the SimpliSafe® Mobile App on your phone or tablet
Choose My System
Select Camera Settings
Tap on the Camera you wish to remove from your system
Scroll down and tap on X Remove Camera
Choose YES on the pop up to remove the camera
Step 2: Reset Your Camera:
Each camera has a unique set of steps to factory reset it. Please follow the steps from the links below to reset your camera
Step 3: Re-Install Your Camera:
Once you have factory reset your camera, the last step is to re-install it. To re-install your camera:
Open the SimpliSafe® Mobile App on your phone or tablet
Navigate to the three-bar menu in the upper left corner of the app
Select Add Device or Camera
Followed by Let’s Go
Then choose your camera from the list of available products
And follow the in-app prompts to install it again
All SimpliSafe® cameras require a Wi-Fi connection to function. We recommend running the Connection Check Tool in the SimpliSafe® Mobile App as the next step to help identify and resolve any underlying network issues with the connection between your router, the Base Station and your Camera(s).
How to Use the Connection Check Tool
Tap the “Cameras” icon at the bottom of the SimpliSafe® mobile app
Choose the gear icon in the upper right corner
Select your camera
Under “Connection” select “Connection Check”
Tap “Start Connection Check” to find your camera’s connection strength
What do the Results Mean?
A good signal strength or good upload speed means that there’s a strong connection between your camera and Wi-Fi network.
Fair or Poor Upload Speeds indicate your bandwidth may not be high enough to support the streaming quality of your camera. You can try reducing your camera’s video resolution under Camera Settings.
Fair or Poor Signal Strength indicates that the router may be too far away, or there’s wireless or structural interference dampening the signal between the router and your camera(s). Try moving the router closer to your camera(s) then test again to see if performance has improved. You can also try purchasing and installing a Wi-Fi extender to relay your network should you be unable to move the router.
Some of our cameras need to check in with the Base Station in order to connect in the app. These cameras are Outdoor Camera Series 2, Outdoor Camera, and Smart Alarm Indoor Camera. You’ll want to ensure that your Base Station is placed in a central location within your home or business, free from any obstructions - both wireless and structural. Moving the Base Station closer to the camera(s) that are impacted can also help to get them back online.
A Wi-Fi Extender is a great way to provide supplemental Wi-Fi coverage to your Base Station and Cameras within your home or business.
Need to purchase a Wi-Fi Extender? You can find the TP-Link Wi-Fi Extender available for purchase on our website.
Help Center Article
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Cameras
Recording Behavior for SimpliSafe® Cameras
Your SimpliSafe® cameras record* whenever they detect motion and during a number of system events to keep you updated about what is happening at your home or business. Refer to the chart below for a list of events that trigger a recording, and how long your cameras will record for.
How long can a camera record for?
Camera recordings depend on what event has triggered a recording.
Event Trigger
Recording Length
Alarm Event (Including Panic Button presses)
When an alarm is triggered, your cameras will record for 3 minutes
Duress PIN is entered on the Keypad or Smart Lock’s PIN Pad
When the Duress PIN in entered during any armed state, your cameras will record for 3 minutes
Entry Countdown
When the Base Station enters a countdown from an armed state, your cameras will record during the duration of the countdown
Motion
Your cameras will record for 10 seconds, or will continue to record if there is continued motion for up to 1 minute
System Disarmed
Whenever your system is disarmed from Away Mode, your cameras will record for 1 minute
Secret Alert
When a sensor triggers a Secret Alert, your cameras will record for 10 seconds
User-Initiated Test
When you put your system into Test Mode, your cameras will record for 1 minute
User-Initiated Recording
A user-initiated recording will record for up to 1 minute, or until the user cancels it
Power Restored
Whenever power is restored to your system after an outage, your cameras will record for 20 seconds
*Recording availability and storage in the SimpliSafe® Mobile App depends on your monitoring subscription.
Related Article:
Help Center Article
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Outdoor Cameras
How to Rename a SimpliSafe® Camera
There may be a point where you need to rename a camera for your SimpliSafe® System. Renaming a camera can be done easily through the SimpliSafe® Mobile App, but you can also rename a camera using your Web App. You can select a name from the list of prepopulated names within the SimpliSafe® Mobile app, or choose your own custom name. If using a custom name, we recommend avoiding the use of apostrophes within the camera name - as this can impact the ability to download recordings.
The following article will walk you through these steps for each platform so you can pick whichever one is easiest for you.
SimpliSafe® Mobile App:
Open the SimpliSafe® Mobile App on your phone or tablet
Choose My System from the bottom navigation bar
Select Camera Settings
Tap on the Camera you wish to edit
Press the pencil icon next to your Camera to enter the editor
Choose from the list of preset names or select Custom Name to type in your own name
Depending on your device, you may also need to tap SAVE before exiting to save your selections
SimpliSafe® Online Account:
Log into your online account using the browser of your choice
Select your property from the list on the Account Overview page, if applicable
Choose Devices from the left-hand navigation menu
Click on the Camera you wish to edit
A pop-up will appear to the right of your browser
Select the pencil icon next to your Camera’s name
Enter the new name you wish to use in the field
Select the check mark when done
Be sure to click on Save Changes from the bottom of the pop-up before exiting to save your selection
Help Center Article
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Cameras
Why is my camera feed losing audio?
Loss of audio to your camera feed can be caused by a dip in the Wi-Fi connection strength to your home network. When there is a poor connection, our devices will prioritize video over audio to best ensure the safety of your home.
If your camera loses audio frequently, you may want to consider taking some steps to improve the Wi-Fi connection, such as adjusting the position of your camera or installing a Wi-Fi extender near the camera. You can also take a few steps to improve your overall signal strength.
You can also toggle audio recording on and off in the SimpliSafe® mobile app by navigating to:
Choose My System from the bottom navigation bar
Select Camera Settings
Choose your Camera from the list of available cameras
Toggle Mic & Audio ON or OFF, as needed
This setting should be toggled ON by default
If your camera feed continues to lose its audio after taking the above steps, we recommend resetting your camera. You can find the steps to reset each of our SimpliSafe® cameras in the Help Center articles below:
If the issue persists or you need further assistance, please contact customer support. We'll be happy to help!
Help Center Article
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Cameras
My privacy shutter isn’t responding correctly
The Smart Alarm Wireless Indoor Security Camera and SimpliCam® Wired Indoor Security Camera both come with a privacy shutter, which is a metal cover that will physically conceal the camera’s lens. When the privacy shutter is on, your camera will not record any motion.
If your privacy shutter is open when your settings say it should be closed, or closed when it should be on, follow the steps below.
Check Your Settings in the SimpliSafe® App
First, check your camera’s privacy shutter settings in the SimpliSafe® App to ensure that they are configured correctly.
To Check the Smart Alarm Indoor Camera’s Settings
Open the SimpliSafe® App on your phone or tablet
Select My System from the navigation menu on the bottom of the screen
Select Camera Settings
Choose your camera
Under Camera Behavior, look through the Off, Home, and Away modes
If you want your privacy shutter open, the Motion Detection setting should be on
To Check the SimpliCam® Indoor Camera’s Settings
Open the SimpliSafe® App on your phone or tablet
Select My System from the navigation menu on the bottom of the screen
Select Camera Settings
Choose your camera
Under Camera Behavior, look through the Off, Home, and Away modes
If you want your privacy shutter open, the Privacy Shutter setting should be off
Change Your System’s Armed State
Arm or disarm your SimpliSafe® System into a different state, and then turn it back to your desired state.
Reset Your Camera
If adjusting the armed state of your system did not help, reset your camera next. You can find the steps to reset the Smart Alarm Indoor Camera and reset the SimpliCam® Indoor Camera in our Help Center.
Still Need Help?
If your camera’s privacy shutter is still not responding correctly after taking the steps above, please contact our Support team for additional assistance.
Help Center Article
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SimpliCam
What does the SimpliCam® Wired Indoor Camera Privacy Shutter Do?
SimpliCam® Wired Indoor Camera was built with a stainless steel privacy shutter to give you complete control over your privacy. The privacy shutter closes to physically cover the lens.
The shutter by default will be closed in Home mode and when the system is Off. It will be open in Away mode while streaming video and under certain other circumstances. You can change these settings at any time under Camera Settings > SimpliCam® > Camera Behavior within the SimpliSafe® Mobile App.
Help Center Article
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SimpliCam
Camera Does Not Detect People
Our Cameras have a wide field of view to maximize coverage inside and outside of your home. If you find that your camera is not detecting people or motion, there are a few steps you can take to improve its’ functionality.
For the Outdoor Camera, Smart Alarm Wireless Indoor Security Camera, and Video Doorbell Pro, you have three options for controlling motion detection:
Sensitivity for Motion Detection
Motion Type
Activity Zones
To note, SimpliCam Wired Indoor Camera only allows you to control Sensitivity for Motion Detection.
Sensitivity
The sensitivity allows you to control how precise the camera is at detecting motion. We generally recommend setting this to medium for most homes.
Motion Type
This allows you to choose between tracking all motion, and people only. For the Smart Alarm Indoor Camera, we recommend setting this to People Only, especially if you have pets within your home.
Activity Zones
This allows you to configure your camera to track motion within a certain parameter or exclude tracking it for other areas such as a busy street or sidewalk.
To improve motion detection, open the SimpliSafe® Mobile App and follow these steps:
Choose the Cameras tab at the bottom of the app
Tap on the Gear Icon in the upper right corner to go to Camera Settings
Select your Camera
Tap on Motion Detection
On this screen, you’ll be presented with the option to adjust the sensitivity, motion type, and even set activity zones, depending on your camera.
Still Need Help?
If your camera is still not detecting people, we recommend resetting it. You can find the steps to reset each of our SimpliSafe® cameras in the Help Center articles below:
Help Center Article
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Cameras