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Wyze Video Doorbell Pro cannot connect to the livestream

Problem

Wyze Video Doorbell Pro shows as offline in the app, is unable to connect to the livestream, or shows an Error code 90.

Troubleshooting

  1. Confirm your Wyze app and firmware are up to date.
    1. In your Wyze app, navigate to the Account tab > tap About.
    2. Your current app version will be listed beneath the Wyze logo. 
    3. Compare your app and firmware version to the latest app version listed on our Release Notes & Firmware page.
      1. If you find that your Wyze app is out of date, head over to your mobile device’s app store, and update the Wyze app. 
      2. If your doorbell's firmware is out of date, go to Account > Firmware Update to update your Wyze Video Doorbell Pro.
  2. Make sure the doorbell is powered on.
    • Press and hold the Reset button on the back of the doorbell for 3-5 seconds until "power on" prompts. 
  3. Power cycle both the doorbell and chime.
    1. How to power cycle:
      1. Wyze Video Doorbell Pro: Press and hold the Reset button on the back of the Video Doorbell Pro for 3-5 seconds until the user hears the “power off” voice prompt. 
        1. The LED should not be on.

        2.  Press and hold the Reset button for another 3-5 seconds until you hear the “power on” voice prompt.

        3. If the doorbell is hardwired, switch the breaker off then back on to power-cycle.

      2. Wyze Chime Pro: Unplug the chime from the power outlet for 5-10 seconds, then plug it back in. 
        1. The LED should start flashing red then blue, then a "Bluetooth connected" will prompt.

        2. The LED should turn solid blue once fully connected, then a "Connection completed" will prompt. 

  4. Check the signal strength for both Wyze Video Doorbell Pro and Wyze Chime Pro.
    • Go to your doorbell's Settings > Device Info.
  5. Try plugging the Chime Pro into an outlet closer to doorbell to shorten the distance between these.
    • Heavy-duty walls and floors made of materials like concrete, brick, or metal can weaken the doorbell signal strength.
  6. Factory reset Wyze Video Doorbell Pro and Wyze Chime Pro.
    1. Send an app log from your doorbell's Settings > Wyze Support > Submit a Log.
    2. Press and hold the reset button on the side of the chime for 3-5 seconds until "reset successfully" prompts.
    3. Set up your doorbell and chime as new.

 

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