Wyze Duo Cam Doorbell Connectivity Troubleshooting

Problem

Your Wyze Duo Cam Doorbell is showing as offline in the Wyze app, loads slowly, or disconnects frequently.

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 If you find that your Wyze app is out of date, head over to your mobile device’s app store, and update the Wyze app.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. If possible, check that your Wyze Duo Cam Doorbell’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. Ensure the doorbell is receiving power. 
   • If battery-powered: 
     1. 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.
     2. Ensure the battery pack was inserted correctly into the doorbell. 
        1. Use the doorbell detaching pin to remove the backplate 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. 
   • If hardwired: 
     1. Check that the doorbell is receiving power from the breaker to operate properly. 
        • 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 Duo Cam Doorbell is 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 they reach out to a licensed electrician at your discretion.
7. Power on the doorbell by switching the breaker to the on position. 
8. Ensure that Wyze Duo Cam Doorbell has a good signal strength. 
   1. You can check this in the Wyze app by going to the doorbell’s settings > Device Info > Signal Strength. 
   2. If it has 2 bars or less, try moving the router closer to the doorbell. 
9. Reboot the router. 
10. 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. 
11. 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. 
12. Try using a different phone/tablet, if possible. 
13. Repeat step 7 and try connecting to a different 2.4 GHz or 5 GHz network, if possible.