Service Status & Known Issues

SERVICE STATUS UPDATE

9/28/22 3:40 PM PT - AWS is reporting that the server issues are resolved and things are coming back to normal. We will keep watching this throughout the evening but our services should be coming back to normal. Thank you.

10:05 AM PT - AWS is experiencing an outage that is affecting access to the Home Monitoring Service and Cam Plus Pro tabs in the Wyze app. Cam Plus users may also see an increased latency with Alexa and Google streaming and an increased error rate of event replay. The SMS service has also been impacted and users may experience issues using SMS for login.

 

8/11/22 2:40 PM PT - All of our services should be fully recovered and we are continuing to look into the root cause. Thank you for your patience and we apologize for any difficulty caused by this event.

2:00 PM PT - We are working to restore access to services. Cam Plus, Cam Plus Pro, and Wyze Home Monitoring users should see some improvement. However, Cam Plus Lite customers may experience lost video recordings and AI detection starting at 11:50 AM Pacific. We are working on resolving this issue and balancing traffic.

1:00 PM PT - There is an issue preventing access to membership services, in-app purchases, Cam Plus, and Wyze Home Monitoring pages. We are looking into it now and suspect it is related to today's AWS server outage. We are working on it now and request that you check back later if you've been impacted.

 

7/28/22 11:11 AM PT - Our support platform, Zendesk, has been experiencing intermittent outages today. This has resulted in dropped calls and chats before our agents have been able to log contact information for the customer. We apologize for the inconvenience and request you try again later if this happens to you.

 

7/25/22 10:38 PM PT - We have confirmed our recovery and Events should function normally at this point. If you are having trouble with Events or notifications, please contact Wyze Customer Support.

10:04 PM PT - We are trying a solution and currently expect a quick recovery. We're going to give a few minutes to see what the impact is before deciding on next steps. Thank you for your patience.

9:40 PM PT - We are working on a throttling issue with the AWS team that is causing failed Event uploading. This will also prevent notifications for Events to be sent out. We apologize and will resolve this as soon as we can.

6/6/22 3:41 PM PT - We have a fix in place! If you still can't log into wyze.com or services.wyze.com, please try using a different browser or clearing your browser cookies. If you continue to have trouble, please let us know through Wyze Customer Support.

3:18 PM PT - We believe we've identified the root cause and are working on resolving it. Thank you for your patience.

2:36 PM PT - We're working on resolving a website issue that prevents users from logging in through wyze.com and services.wyze.com. Sorry about that! We'll resolve it as soon as possible.

 

5/19/22 4:45 PM PT - This issue should now be resolved. If you continue to have trouble with your Rules, please reach out to Wyze Customer Support. Thank you!

4:00 PM PT - We have identified the root cause of this problem and are implementing a fix now. We'll keep you posted on the progress. 

3:20 PM PT - We've been looking into the reports of Rules not working for grouped products and we suspect a cloud issue. We've got folks looking into it and checking the submitted logs now and we've been able to reproduce this issue from our side. Thank you for your patience and our apologies for any inconvenience.

 

5/5/22 1:42 PM PT - This issue has now been resolved and Monitoring Schedule is working as expected. Thank you for your patience! If you continue to have any trouble with your Wyze Home Monitoring, please reach out to Wyze Customer Support.

12:51 PM PT - We are looking into an issue with the Monitoring Schedule for Wyze Home Monitoring that has resulted in more false alarms today. We apologize for the inconvenience.

 

5/3/22 9:19 PM PT - We'll be keeping an eye on things tonight but our services are restored to normal levels. Thank you and have a good night.

8:47 PM PT - We are seeing recovery from the AWS side and are continuing to watch our metrics. Reports of full recovery for customers are coming in. We'll keep you posted about changes.

8:25 PM PT - We are seeing improvement in our metrics and some people are reporting that they can log back into the app, view live streams, and use Cam Plus. Changing settings such as turning on or off devices is still not expected to work correctly. We are continuing to work on our systems and appreciate your patience.

8:18 PM PT - We are experiencing a cloud outage that is impacting parts of our service such as logging in, using cloud-stored settings such as turning on or off devices, refreshing the device list, or using integrated services such as Alexa, Google Assistant, or IFTTT. We are working to stabilize our systems while AWS works to resolve the issue from their end. Please do not reset your devices or do other troubleshooting that would be frustrating to undo. We apologize for the trouble.

 

4/8/22 12:06 PM PT - We've been looking into reports of Wyze Video Doorbell Pro not receiving AI notifications over the last couple of days and have identified the problem. This will be resolved in a few hours and we apologize for the inconvenience.

 

4/5/22 8:05 PM PT - Our traffic is still in expected ranges and the backlogged commands should be complete. We'll keep an eye on things the rest of the evening but otherwise bid you a good night.

7:22 PM PT - Our traffic is returning to expected levels. We have backlogged commands (such as notifications) that we need to work through and this can cause some unexpected behavior. Examples of this are delayed notifications coming in at the same time or devices catching up to previous commands from during the outage sent from integrated services (such as Alexa turning bulbs on and off repeatedly). Thank you for your patience.

7:11 PM PT - We are hearing from a few customers that their login is restored but our traffic still isn't reflecting normal patterns. Our engineers are continuing to look into this and we'll keep you posted as we progress.

6:43 PM PT - Login for users is impacted by an outage and downstream services such as Google Assistant and Alexa integrations are also affected. We are working on scaling resources and are investigating the cause. Our engineers have requested that we not send push notifications and emails using our usual messaging service because that could increase the load on the stressed systems. We apologize for the inconvenience.

 

3/15/22 10:40 AM PT - Shopify has resolved the issue and are now monitoring the metrics. Thanks for your patience!

10:00 AM PT - Our wyze.com page is currently impacted by a partial Shopify outage. This can cause pages to fail to load but sometimes refreshing can resolve the issue. Shopify has identified the problem and is working on a solution. You can learn more here: https://www.shopifystatus.com/incidents

 

 

2/23/22 5:48 PM PT - Wyze Web View will be unavailable starting from 6 PM PT for an hour or two while we deploy an update to fix some bugs and improve stability. Thank you for your patience.

 

2/4/22 6:04 PM PT - We are working to resolve bugs that could be causing issues with Person Detection Events using Cam Plus Lite. We will take care of these as soon as possible and apologize for any inconvenience.

 

1/5/22 10:10 AM PT - We released an iOS hotfix (app version 2.27.33) on Monday, January 3rd and have verified that the crash issue on the previous version is resolved. If you have an iOS device using OS 12.5.5 or lower, please update to the newest app version. Thank you for your patience!

 

  

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