SimpliSafe's Wireless Outdoor Camera error article says a camera that is not responding is usually a low or dead battery or unable to connect to wifi, and that SimpliSafe systems and cameras require 2.4 GHz wifi. The fixes are to remove the battery and charge it with the included USB cord, confirm the camera is on the correct network with the right name and password in the camera's settings, move the camera and router closer, restart the router and any mesh points or extenders, and move the camera and Base Station closer together, since distance to the Base Station also weakens the connection.
The checks in more detail
If the error persists, ask your provider about service and speed, and see SimpliSafe's guides on improving upload speed and signal strength. The Camera Disconnected article adds that the error can appear after a wifi change or a battery replacement, that you must be with your system to fix it and that steps include updating the wifi, re-charging, a factory reset and reinstall, the Connection Check Tool, moving the Base Station closer and adding a wifi extender.
A hardware fault message means contacting support, and an Unable to Connect to SimpliSafe message means SimpliSafe is having an issue and you should try later. Some Android devices cannot support video playback and need an OS update or the online account. Photograph the app's error and the battery lights before you contact support, since the pair often names the state at once. A camera that drops only in the afternoon may be overheating in direct sun, so check the temperature before changing wifi.
Contact support with the serial number and the error text ready. SimpliSafe says remote troubleshooting is not possible for Camera Disconnected, so plan to be at the camera with a ladder, the charging cord and your phone before you start rather than discovering that halfway up. The three lights on the outdoor camera battery show its charge, and SimpliSafe advises checking all three light up when charging, so a battery that never shows three lights is a reason to contact support.
Differential
Likely causes of “SimpliSafe cameras and video doorbell is offline or unavailable”, and how to tell them apart
- 1
A low or dead battery
What separates it The camera shows Not Responding because its battery is low or completely dead
How to confirm Charge the battery with the included USB cord until it is full, then check the camera again
- 2
A wifi change
What separates it The app shows Camera Disconnected because the wifi name or password changed
How to confirm Update the camera's wifi details in the camera settings, after updating the Base Station first
- 3
A weak wifi signal
What separates it The camera drops offline because the wifi signal at its position is weak
How to confirm Move the camera or the router closer together, so the signal at the camera is stronger
- 4
Distance to the Base Station
What separates it The link is weak because the camera is far from the Base Station
How to confirm Move the Base Station closer to the camera, or the camera closer to the Base Station
- 5
A 5 GHz network
What separates it The camera cannot connect because it is trying to use a 5 GHz network
How to confirm Use a 2.4 GHz network, since SimpliSafe cameras and systems need that band
Before you touch a setting
Record this first — changing settings destroys the evidence
- The exact error message shown in the app
- The battery level and whether the camera has been charged
- The wifi band and network name the camera uses
- The distance to the router and Base Station
Try in this order
0 of 7 completedCharge the battery
ReversibleCharge the battery using the included USB cord, and leave it on charge until it is full.
Check the wifi name and password
ReversibleCheck the wifi name and password in the camera settings, since a small difference stops it connecting.
Restart the router
ReversibleRestart the router and any mesh points, then wait for their lights to settle before you test again.
Move devices closer
ReversibleMove the camera, the router and the Base Station closer together, to see if distance is the cause.
Use the Connection Check Tool
ReversibleUse the Connection Check Tool in the app, which tests the link between the camera and the network.
Factory reset and reinstall
ReversibleFactory reset the camera and install it again, if the earlier steps have not brought it back online.
Contact SimpliSafe
ReversibleContact SimpliSafe if the problem persists, and tell them the error message and what you tried.
Model-specific
What is true of this model and not of its siblings
- Outdoor camera
- Battery powered, charges by USB.
- Indoor cameras
- One wired, one with a built-in battery.
- Other models this page answers
- These steps also fit the Outdoor Security Camera Series 2, Video Doorbell Pro, Wireless Outdoor Security Camera.
Stop boundary
When this stops being a self-service repair
- !If the error persists after these steps, contact SimpliSafe support
- !If a hardware issue is reported, contact support
- !If SimpliSafe reports a service issue, try again later
Evidence ledger
Sources behind this answer
Connection errors and fixes.
Camera Disconnected steps.
Changing wifi.
Base Station connection.
The company and its products.
Exact questions
Common questions
What wifi does the camera need?+
SimpliSafe cameras need a 2.4 GHz wifi network, and they will not join a 5 GHz only network.
Why is it not responding?+
Not responding usually means the battery is low or dead, or the camera cannot reach the wifi.
Can I fix Camera Disconnected remotely?+
No, you cannot fix Camera Disconnected remotely, because the camera itself must be reached and reconfigured.
What is the Connection Check Tool?+
The Connection Check Tool is an in-app check that tests how well the camera connects to your network.
Can a wifi change cause it?+
Yes, changing the router or the wifi password will leave the camera disconnected until you update it.
What if it says hardware issue?+
If the app reports a hardware issue, contact SimpliSafe support, since that is not fixed with settings.
Should I move the Base Station?+
Move the Base Station closer to the camera if the link is weak, or move the camera closer to it.
How long does the outdoor camera take to charge?+
The outdoor camera takes about six hours to charge, which gives up to three months of battery.
What is the outdoor camera's temperature range?+
The outdoor camera works from -4 to 122 degrees Fahrenheit, which covers most climates.
When does the outdoor camera shut down?+
The outdoor camera shuts down above 145 degrees Fahrenheit, to protect its battery from heat damage.
How long can live stream take to start?+
Live stream can take up to ten seconds to start when the camera is in deep sleep.