My devices using the same network aren't communicating with each other.

Problem

Some devices on the network cannot communicate with other devices on the same network.

Troubleshooting

  1. Check that your Wyze app is up to date.
    • Go to the Account tab > tap About.
    • The app version will be listed beneath the Wyze logo.
    • You can compare your app version to the most up-to-date version listed on ourRelease Notes and Firmware Page.
  2. Check that your Wyze Mesh Router’s firmware is up to date. 
    1. You can check this by going to the Account tab > Firmware Update. If there is an update available for the router, please move forward with updating it.
  3. Verify that any devices failing to interact with each other over the network are all connected to the main network SSID and not a guest network.
  4. If the devices are connected via a combination modem/router, ensure the devices are connected to Wyze Mesh Routers’ Wi-Fi and not the Wi-Fi signal emitted from the combination modem/router. 
    • We recommend disabling your combination modem/router’s Wi-Fi so that the only available signals are from the Wyze Mesh Router. 
    • If you do not know how to adjust the settings for your combination modem/router, please contact your Internet service provider for assistance.
  5. Check if the device is being blocked in the Wyze app.
    • Select the router > under Devices, select the individual device > Block this Device.
  6. Confirm the root Wyze Mesh Router is placed in an ideal location. 
    • We recommend placing the router in an open area, close to the center of the home, on a flat surface or countertop (not on the floor or between furniture), and away from large electronic devices such as TVs or speakers. Ensure the router is laying flat and not on its side or tilted to ensure the best coverage.
  7. Ensure all cables for the modem and root Wyze Mesh Router are securely connected.
  8. Move any devices experiencing issues closer to the root Wyze Mesh Router (within 10 feet).
  9. Check the number of total devices that are connected to the router. 
    • Each frequency on the router can handle about 25 devices on average. If the frequencies have more than 25 devices, we recommend adding an additional router for better coverage and device capacity.
  10. Check the RSSI of the impacted devices. If the RSSI is lower than -75 dBm, we recommend adding an additional router in that area.
    • In the Wyze app, select the router > select the impacted device > RSSI.
    • If you are unable to see the device immediately, tap View all to see all devices.
  11. Reboot the device that is unable to connect.
  12. Power cycle the root Wyze Mesh Router.
    • Leave the device unplugged for 30 seconds to 1 minute, then plug it back in.
  13. Factory reset the root Wyze Mesh Router using the pinhole method.
    • Note: If the root router is reset, all satellite routers will also need to be reset.
    • Insert a paper clip or similar into the reset pinhole for 15 seconds. Wyze Mesh Router's status light will begin rapidly flashing orange to indicate the factory reset has begun and once the reset is complete, it will flash white to indicate that it has been reset and is ready for setup. Set up like new in the Wyze app.
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