FAQ

Our Somfy Protect Alarm systems (Home Alarm, Home Keeper & One), Cameras (Security Camera, Indoor Camera & Outdoor Camera) and Connected video doorphones (V500 RTS, V500 Pro io & V350 RTS), are controlled by the Somfy Protect smartphone app for Android or iOS:

• Androïd version (8.0 and superior)
• iOS version (14 and superior)

You are stuck and the outdoor camera installation is incomplete because you are getting the message, "There is an issue installing your outdoor camera."

Contact our customer service department. You will need the serial number and MAC address for your Somfy Outdoor Camera. They can be found in the electric compartment.

You are stuck and the Outdoor Camera installation is incomplete because you are being told it is already installed.

1. My Outdoor Camera is already linked to my account, but at another location

You'll need to ensure that the outdoor camera is not already installed at another location. To do that, go to the home page for your account in the Somfy Protect app. Click on the arrow at the top of the page. This menu lets you access all the locations associated with your account.

For a better use, the SOC should be installed on the master device account. If the SOC is on a different one, please delete it and reinstall the camera on the right account.

2. I have multiple email addresses, and I am using the wrong one to access my alarm

I am not logged into the right account, so I am being directed to install my equipment. 

Follow the instructions in this article: Why is my account empty when my alarm has already been installed?

3. Upon the 1st installation, I get this message

Your Somfy Outdoor Camera is new and you are installing it, but you get this message. Contact customer service.

You are stuck and the outdoor camera installation is incomplete because you are getting the message, "Your outdoor camera was not successfully installed."

When you get this message, retry the installation after a moment.

If you are still unable to install it, contact our customer service department.

If the camera fails to detect a presence by mistake, it is possible that its conditions of use are inappropriate for its detection capabilities.

The camera's presence detector can identify the presence of an adult located at least 5 yards from the camera.

To maximise the detection, please dot not use your camera directly under the sun, and make sure the device is properly pointing at the area you wish to protect.

You can also ajust the sensitivity of each selected detection area. To do so, please follow the steps on

Menu > My devices > Your outdoor camera > Motion detection > Save modification

Activate the motion detection, set the detection sensitivity, then customize your detection zone 

You are stuck and the Somfy Protect Camera installation is incomplete because you are getting the message "No internet connection."

Check your box or router and make sure the Wi-Fi is turned on. You can check this by using any Wi-Fi-enabled device already installed in your home

If the Wi-Fi connection still can't be joined, contact your ISP.

You can also change Wi-Fi networks by clicking "Change Wi-Fi."

You are stuck and the camera installation is incomplete because you are getting the message, "That Wi-Fi network has not been located."

1. Positioning the camera

Make sure the outdoor camera is positioned appropriately to connect to the Wi-Fi through the Internet Box (or Wi-Fi router). A Wi-Fi repeater could be necessary.

2. Wi-Fi connection

a ) Make sure your phone is properly connected to the Wi-Fi from your box. Check to see whether you can load a website. If not, please restart your Internet Box.

b ) The outdorr camera does not support the following elements when connecting to Wi-Fi:

• WPA-TKIP security setting (this setting is not supported by the Wi-Fi Alliance)
• WPA-CCMP security setting (activated by default on some Freeboxes)
• 5 GHz Wi-Fi networks
• WEP keys less than 128 bits
• WPS activation

Note: WPA2-PSK (AES) is the recommended security setting

Below, you'll find direct access to information from your ISP about changing the settings on your Internet Box:

c )  Make sure the Wi-Fi channel used by the Internet Box is not overloaded

If there are many Wi-Fi networks around your home, the channel used by your Internet Box may be overloaded.

It may be necessary to change the Wi-Fi channel in the settings of your Internet Box (or Wi-Fi router). We recommend that you first change your Wi-Fi channel to automatic, if it is not currently set that way.

If that doesn't fix the problem, we recommend checking the Wi-Fi environment. You can use a free channel analysis app or software.

These applications provide a graphic depiction of how busy different Wi-Fi channels are. If your Wi-Fi network is on a channel occupied by several other networks, you'll need to move it to a less busy channel. You can do that in the settings of your internet box (or Wi-Fi router).

In the example above, the busiest channels are 1, 6, and 11. Therefore, it would be beneficial to move the Wi-Fi channel on the box or router to channel 3, 4, 8, or 9, which are the least busy.

d ) Certain circumstances can also impede proper installation of the camera:

• business networks
• closed ports on the Internet Box (or Wi-Fi router)

e ) Be mindful of certain particularities concerning the WiFi network name and password

• the characters “+” and “&” in the WiFi password during the initial installation (after installation and the first update, these characters are accepted)
• the name of the WiFi (SSID) network and the password together must not exceed 45 characters in length
• spaces in the name of the WiFi (or SSID) network and in the WiFi password

Lastly, when you are asked to enter your WiFi network password, be careful to avoid errors: be sure to use the correct case for each letter since it may contain upper-case and lower-case characters.

You are stuck and the Somfy Outdoor camera installation is incomplete because you are getting the message "The password is incorrect."

Be mindful of certain particularities concerning the WiFi network name and password

The Somfy Outdoor Camera does not support the following:

• WPA-TKIP security protocol (this protocol is no longer supported by the WiFi Alliance)
• WPA-CCMP security protocol (activated by default on certain free residential gateway boxes)
• 5.0 GHz WiFi networks
• WEP keys with fewer than 128 bits
• the characters “+” and “&” in the WiFi password during the initial installation (after installation and the first update, these characters are accepted)
• the name of the WiFi (SSID) network and the password together must not exceed 45 characters in length
• spaces in the name of the WiFi (or SSID) network and in the WiFi password

Lastly, when you are asked to enter your WiFi network password, be careful to avoid errors: be sure to use the correct case for each letter since it may contain upper-case and lower-case characters.

You are stuck and the outdoor camera installation is incomplete because you are getting the message, "Your phone is unable to communicate with the outdoor camera."

The Somfy Outdoor Camera can be installed via Bluetooth.

Your mobile must be equipped with Bluetooth 4. If this is not the case the system will switch to an installation by QR Code. It may happen that the installation via Bluetooth abort at some point. In this case, please verify the following points before trying again.

- Move closer to the camera.

- Switch off the other devices connected to your phone via Bluetooth (wireless headphones, speaker, etc.).

- Deactivate and reactivate Bluetooth on your mobile.

If, despite these procedures, the installation via bluetooth fails, click on "alternative installation" (in the error message) this will let you install the camera with the QR Code.

If the situation persists despite this change, contact Somfy customer service.

For the Somfy Protect Camera, the process will usually include a step in which the camera will need to read a QR Code displayed on your phone screen. To ensure the best quality of the captured image, please check the following:

- Clean the camera lens with a soft non-abrasive cloth.

- Decrease slightly the brightness level of your phone's backlight and try again.

- Make sure the QR Code reading is not carried out in direct sunlight or in an overly bright environment.

If you still have problems scanning the QR Code, you can take a screenshot of it and send the picture file to your computer or tablet, or print it, and try again.

Siri can control HomeKit accessories if they are configured using the Home app. Accessories can be identified by Siri using their name, location, or function. In addition, if you’ve configured a HomePod or an Apple TV as the switch, you can use Siri to control your equipment when outside your home.

Simply say “Show me the garden camera” to check the camera on your iPhone, iPad, or even your Apple Watch, or "Switch on the garden light"

To find out more, please read the official help provided by Apply to control your home with Siri.

If you remove the camera from the Home app, the camera will disappear from the app and you will no longer be able to control it. You will then once more be able to install it using HomeKit.

Note: If the camera was also installed on the Somfy Protect app, the camera will continue to work through this app and all your settings will remain unchanged.

Only the basic functions (video and audio feeds, motion detection) are available with the Home app. Advanced services and settings are only available through the Somfy Protect app.

Yes you can. Using the Home app will give you access to all the basic camera functions: video and audio feeds, motion detection. 

See also: What are the differences between the Home app and the Somfy Protect app?

Description

The camera has a multicolored LED that indicates the current status.

A micro reset button is located on the back (requires the pin provided with the camera).

Related question

Somfy Indoor Camera installation

If your Link Advanced is installed in GSM, and you want to complete your system with our range of indoor and outdoor cameras, you must have a Wi-Fi Internet connection.

All of our cameras are connected and can be controlled remotely.

To learn more about the Somfy Indoor Camera :

Somfy Indoor Camera

To learn more about the Somfy Outdoor Camera :

Somfy Outdoor Camera

Without a key fob, this feature relies on your phone's geolocation. The GPS is used to determine when you leave or return home. However, the feature has certain limitations:

• In order to protect your privacy, apps are less and less able to determine the location of your phone, which is considered sensitive data. This means that, after updating your phone, you may find that the feature is no longer available.
• Your surroundings may keep your phone from correctly determining your location. If you go underground (parking lots, subways, etc.) or enter an elevator, for example, that may keep smart activation from working properly.
• An Internet connection is required when you leave the perimeter around your home (approx. 1,500 ft / 450 m). If your connection is weak, or you have no mobile network, that may keep smart activation from working properly. 
• Activation of this feature may affect your phone's battery life.
• Location history may not work as well if your phone is in energy saver mode or if the battery is low.
• Geolocation use is shown on the notification panel.

Procedure

WARNING! Turn the power off before touching any electrical installation. Working on an electrical installation is hazardous. If you are not qualified to do so, use the services of a qualified professional.

If you installed your camera by connecting it to an outdoor light, you can configure the trigger mode for the light, the trigger threshold, and the duration the light will be on for.

There are two possible solutions for rebooting your Camera.

When you change your WiFi network (a change in the network name and/or the password) either voluntarily or because you changed your residential gateway box, or after rebooting the camera, it is necessary to reconnect the camera to the WiFi network.

Please note the following before mounting and installing your camera:

The video recording service is available for your Somfy Protect cameras (Somfy One & One+, Somfy Indoor Camera, Somfy Outdoor Camera). You can quickly and easily access the video history of your camera from wherever you are through your Somfy Protect application.

Before you can use your Somfy Protect equipment with Apple HomeKit, please check the following prerequisites have been met:

• HomeKit is only compatible with Apple products (iPhone, iPad, iPod, Home Pod, Apple TV, Apple Watch). Your Apple products must be up to date. Android and Windows devices are not supported.
• A valid iCloud account: users must activate iCloud Keychain.
• Your equipment must be compatible with HomeKit. To check this, ensure the “Works with Apple” logo is present on its packaging. At presents, only the Somfy Indoor and the Somfy Outdoor Camera are compatible with HomeKit.
• You must also have the QR code to connect the equipment to HomeKit. This can be found on the product, its instructions, and in the Somfy Protect app.

Note: If you want to remotely access your devices in the Home app, you’ll also need an Apple TV or a HomePod.

WARNING! Disconnect the power before touching any electrical installation. Working on an electrical installation is hazardous. If you are not qualified to do so, use the services of a qualified professional.

Before beginning, check the conditions and equipment required for installing the camera > Before installing the Somfy Outdoor Camera

The indicator light on the front of the camera indicates the camera’s status:

This article explains how to install the Somfy Indoor Camera.

Before you start installing the camera, please make sure that your phone is properly connected to your residential gateway box via WiFi.

The installation of the Indoor Camera is not successful – you are stuck at one of the steps.

The video storage function lets you automatically save a 30-second video to your storage space with of the following online services: Dropbox, Google Drive, or OneDrive.

You will receive an email and a notification on your smartphone when your camera detects a movement.

If you’ve paired the camera to a Home Alarm, the siren will set off and you’ll receive an SMS, as well as an email and a notification.

Motion detection by the camera is compatible with pets thanks to sensitivity and no-zones settings.

WARNING!

Ensure your camera is switched off before working on it.

Before beginning the installation of your camera through the Somfy Protect app, you will first need to have installed it and connected it to the power supply > Electrical Installation of the Somfy Outdoor Camera

To secure your home and deter burglars, equip it with an effective network of high-performance cameras. Before you do anything, here are some good questions to ask: 
1. How many rooms require a security camera? A wide-angle camera in the living room is usually enough to cover all the sensitive openings. You can also consider installing cameras in your garage, driveway or study. 
2. Do you want to protect your privacy? Our indoor cameras are equipped with a motorised privacy shutter that closes automatically when you're at home. 
3. For an extra level of security, the Somfy One and Somfy Outdoor Camera are equipped with a siren that can be activated directly from the app.
 

The points to check before selecting a security camera system: 
1. Your Wi-Fi connection. To be able to watch live video, you’ll need 500 Kbps minimum for HD video and 1.2 Mbps for Full-HD video. 
2. Electrical connections. When planning where to put your indoor camera (sitting on a piece of furniture, mounted on a wall, etc.), make sure a power supply is located close by. 
3. Outside For an outdoor camera, you’ll need an outside power supply or incoming cables through the wall. You can also use a light fixture for installing your camera.