Articles in this section

Connectivity Troubleshooting

Problem

Your Wyze Video Doorbell Pro is showing as offline in the Wyze app or disconnects frequently.

Troubleshooting

  1. Confirm your Wyze app is 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 version to the latest app version listed on our Release Notes & Firmware page.
    4. If you find that your Wyze app is out of date, head over to your mobile device’s app store, and update the Wyze app.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. Check that your Wyze Cam Floodlight v2’s firmware is up to date.
    1. You can check this by going to the Account tab > Firmware Update.
    2. If there is an update available for the doorbell, please move forward with updating it.
  3. If the doorbell is hardwired, check that it is receiving power from the breaker to operate properly.
    1. The doorbell should be receiving 16-24V 10VA.
  4. Power off the doorbell by switching the breaker to the off position.
  5. Check all wiring to make sure it is secure.
  6. Make sure that Wyze Video Doorbell Pro and Wyze Chime Pro are installed properly by following the steps in our Wyze Video Doorbell Pro Installation Guide.
    1. If you are ever unsure when dealing with wiring, we recommend that they reach out to a licensed electrician at their discretion.
  7. Check the signal strength for the doorbell and chime.
    1. You can check this in the Wyze app by going to the doorbell’s settings > Device Info > Signal Strength.
    2. If the doorbell or chime has 2 bars or less, try moving the router closer.
  8. Reboot the router.
  9. Power cycle Wyze Video Doorbell Pro.
    1. If the doorbell is wireless:
      1. Press and hold the reset button on the back of the doorbell for 3-5 seconds until you hear the “power off” voice prompt.
      2. The LED should not be on.
      3. Press and hold the reset button for another 3-5 seconds until you hear the “power on” voice prompt.
    2. If the doorbell is hardwired:
      1. Switch the breaker to the off position, wait 10 seconds, and switch the breaker back to the on position.
    3. For Wyze Chime Pro:
      1. Unplug the chime from the power outlet for 5-10 seconds, then plug it back in.
      2. The LED should start flashing red then blue, then you should hear a "Bluetooth® connected" prompt.
      3. The LED should turn solid blue once fully connected, and you should hear a "connection completed" prompt.
  10. Factory reset Wyze Video Doorbell Pro and Wyze Chime Pro.
    1. Press and hold the reset button on the side of Wyze Chime Pro for 3-5 seconds.
    2. Walk through setting up Wyze Video Doorbell Pro and Wyze Chime Pro as new.

Was this article helpful?
0 out of 0 found this helpful

Contact Us

  • Service Status

    Check if there are any ongoing issues on wyze.com & the Wyze app.

  • Live Support Hours:

    Monday through Friday, 6AM-6PM, Saturday & Sunday 8AM-4PM Pacific. Holiday hours may vary.

  • Join our Community

    Find answers, ask questions, and connect with your fellow community of Wyze users.