SimpliSafe cameras need a 2.4 GHz wifi network, and its articles cover changing networks, connecting during setup and improving signal. When you change your router or password, update the Base Station's wifi first and then each camera, following SimpliSafe's changing wifi article. If a camera cannot connect during setup, use its Can't Connect Camera to Wi-Fi article: confirm 2.4 GHz, the exact password and that the phone is on the same band.
The checks in more detail
Improve the signal by moving the router or camera closer and clearing obstructions, restarting the router and mesh points and adding a recommended extender; SimpliSafe publishes a guide to choosing extenders. Use the Connection Check Tool in the app to analyze connectivity, and check upload speed, since cameras stream video and need a good upload rate; SimpliSafe explains upload speed and how to improve it. The outdoor camera wakes from deep sleep when a stream starts and can take up to ten seconds; longer delays point at signal or the Base Station's distance.
Incomplete recordings are often a network issue, so reboot the router by unplugging it for thirty to sixty seconds. If the camera works next to the router but not where mounted, the distance is too great. Contact your provider for upload speed if needed. Test the signal at the mounting spot with a phone before drilling, since a spot that fails there will fail with the camera too. Avoid mounting right beside metal, since a metal bracket or gutter weakens the signal.
After a router change update the Base Station first, then the cameras. The camera and the Base Station both matter: if the camera is far from the router but near the Base Station, moving the Base Station toward the router may be a better fix than moving the camera. Because SimpliSafe requires 2.4 GHz, a router that combines bands under one name can send a camera to the wrong band, so give the 2.4 GHz band its own name during setup if your router allows.
Differential
Likely causes of “SimpliSafe cameras and video doorbell will not stay connected to Wi-Fi”, and how to tell them apart
- 1
A changed network
What separates it The camera goes offline after a router change because its wifi details are out of date
How to confirm Update the wifi on the Base Station first, and then update the wifi details on the camera
- 2
A 5 GHz network
What separates it Setup fails because the router only offers a 5 GHz network to the camera
How to confirm Use a 2.4 GHz network for the camera, which is the band that SimpliSafe cameras support
- 3
A weak signal
What separates it Video looks choppy because the signal at the camera is weak
How to confirm Move the camera or the router closer together, or add an extender that SimpliSafe recommends
- 4
Low upload speed
What separates it Recordings are incomplete because the upload speed of the connection is low
How to confirm Improve the upload speed, for example by pausing other uploads, or ask your provider about the line
- 5
Router filtering
What separates it The camera cannot join because MAC filtering on the router blocks unknown devices
How to confirm Turn off MAC filtering on the router, or add the camera to the list of allowed devices
Before you touch a setting
Record this first — changing settings destroys the evidence
- Which wifi band the router offers the camera
- The upload speed of your internet connection
- How strong the signal is where the camera sits
- Whether it works beside the router
Try in this order
0 of 7 completedConfirm 2.4 GHz
ReversibleConfirm the router offers a 2.4 GHz network, because that is the band the camera needs to join.
Update the Base Station wifi first
ReversibleUpdate the Base Station's wifi first, and only after that update the cameras to the new network.
Test beside the router
ReversibleTest the camera beside the router, which shows whether distance or signal is the problem.
Restart the router
ReversibleRestart the router and wait thirty to sixty seconds before you test the camera again.
Run the Connection Check Tool
ReversibleRun the Connection Check Tool in the app, which tests how well the camera connects to the network.
Add a recommended extender
ReversibleAdd an extender that SimpliSafe recommends, if the signal is too weak where the camera sits.
Contact SimpliSafe
ReversibleContact SimpliSafe if it still fails, and tell them the band, the signal and what the tool says.
Model-specific
What is true of this model and not of its siblings
- Setup
- Uses the same 2.4 GHz network.
- Streaming
- Depends on upload speed.
- Other models this page answers
- These steps also fit the Video Doorbell Pro.
Stop boundary
When this stops being a self-service repair
- !If it works beside the router but not mounted, move the camera or add an extender
- !If setup keeps failing, contact SimpliSafe support and tell them the steps you tried
- !If the upload speed is low, contact your internet provider about the connection
Evidence ledger
Sources behind this answer
Changing wifi.
Setup wifi.
Recording, streaming and motion.
Upload speed.
The company and its products.
Exact questions
Common questions
Do I update the Base Station or camera first?+
Update the Base Station first, because the cameras connect through the same network settings.
Why do recordings cut off?+
Recordings can cut off because of a weak network or a low upload speed at the camera.
How long can a live stream take?+
A live stream can take up to ten seconds to start, so wait a little before you try again.
Can extenders help?+
Yes, an extender can help with a weak signal, but use one that SimpliSafe recommends.
Can the indoor camera battery be replaced?+
No, the indoor camera's battery is built in and cannot be replaced by the owner.
Does the wired indoor camera need power?+
Yes, the wired indoor camera only works when it is plugged in, because it has no battery.
What are the motion detection options?+
The motion detection options are sensitivity, motion type and activity zones, each set in the app.
What sensitivity is recommended?+
Medium sensitivity is recommended for most homes, because high can cause false alerts and low can miss events.
What is People Only?+
People Only is a motion type that ignores pets and other movement, alerting only when a person is detected.