Wyze Duo Cam Doorbell Setup Troubleshooting

Problem

Your Wyze Duo Cam Doorbell is unable to be set up.

Troubleshooting

1. Confirm that 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 If you find that your Wyze app is out of date, head over to your mobile device’s app store, and update the Wyze app.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. Make sure the battery pack is fully charged.
   • If the battery pack is charging, there should be one green status light.
   • If the battery pack is fully charged, both status lights should be solid green.
   • If the battery pack is not charging, follow the steps in My Wyze Duo Cam Doorbell won’t charge.
3. Ensure the battery pack was inserted correctly into the doorbell.
   1. Use the doorbell detaching pin to remove the back plate from the doorbell.
   2. Locate the arrow on the battery pack and point it toward the top of the battery compartment.
   3. Insert the battery into the compartment then push it down until it is secure.
4. Confirm whether the status light is on after powering on the doorbell.
   • The status light is the ring around the doorbell button on the front of the camera.
   • If the status light is not turning on, please refer to My Wyze Duo Cam Doorbell won’t power on.
5. Confirm that you hear “ready to connect” after pressing the RESET button on the back of the doorbell.
   • If you do not hear a voice prompt, follow the steps listed in I don't hear any voice prompts on my Wyze Duo Cam Doorbell.
6. Make sure the doorbell, phone/tablet, and router are close together for setup (within 6-10 feet).
7. Check that BluetoothⓇ is enabled for the Wyze app in your phone/tablet settings.
   1. Unpair any unused BluetoothⓇ devices from your phone/tablet.
   2. Toggle BluetoothⓇ off/on.
8. Verify that Location Permissions are enabled for the Wyze app in your phone/tablet settings.
   1. Make sure that it is set to Always or While Using the App.
   2. For iOS users, make sure that Precise Location is turned on. 
9. Ensure that your phone/tablet is connected to the same 2.4 GHz or 5 GHz Wi-Fi network that you are entering at the “Select your network” step and that you’re entering the SSID (Wi-Fi name) correctly.
   • The SSID is case-sensitive and there should be no extra spaces before or after the SSID.
   • The SSID should automatically populate if you’re connected to Wi-Fi. If it does not auto-populate, it can indicate the phone/tablet that is being used for setup is not connected to Wi-Fi.
10. Check that you are entering the Wi-Fi password correctly.
    • You can tap on the eye icon to view the password you are entering.
11. If the Wi-Fi network is not being recognized, forget and rejoin your network on your phone/tablet. Then try setting up the doorbell again.
12. Reboot the router.
13. If you have chosen to hardwire this doorbell, ensure Wyze Duo Cam Doorbell was installed properly by following the steps in our Wyze Duo Cam Doorbell Installation Guide.
    • If you are ever unsure when dealing with wiring, we recommend that you reach out to a licensed electrician at your discretion.
14. Power cycle Wyze Duo Cam Doorbell.
    • If battery-powered: Remove the battery pack completely for 10 seconds, then place it back into the doorbell, ensuring it is seated firmly.
    • If hardwired: Flip the breaker that is powering the doorbell to the off position, wait 10 full seconds, then flip the breaker back to the on position.
15. Factory reset Wyze Duo Cam Doorbell.
    1. Remove any microSD card inserted into the doorbell.
    2. Press and hold the RESET button on the back of the doorbell for 5 seconds or until the voice prompt sounds.
       • To access the RESET button, you will need to use the doorbell detaching pin to remove the back plate from the doorbell.
    3. Once the status light is flashing red, set up the doorbell like new.