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Service Status & Known Issues

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SERVICE STATUS UPDATE

5/24/23 1:30 PM PT - Affected beta testers are now able to use the Monitoring tab again. We identified the root cause and are fully recovered. Thank you!
11:41 AM PT - Beta testers may have trouble loading the Monitoring tab in the app. This does not affect people on the standard Wyze app and we've put in a fix that prevents new folks from running into this issue. We're working on resolving the problem for anyone who was impacted and will provide an update when this problem is resolved. We apologize for the inconvenience to our beta testers.

5/4/23 1:20 PM PT - Our SMS provider, Twilio, is experiencing SMS delivery delays. For some Wyze customers, this may delay their two-factor authentication (2FA) codes. We apologize for the inconvenience. Twilio is working to resolve this problem and you are able to keep an eye on their progress here: Twilio Status

4/19/23 4:32 PM PT - Our services are recovering and we're keeping an eye on the metrics. We'll let you know when we're fully recovered.
4:16 PM PT - We are looking into an issue that is preventing Cam Protect and Wyze Home Monitoring alarms from functioning and the Monitoring tab from loading. We'll get this resolved as soon as possible and are sorry for any difficulty caused by this issue.
4/18/23 6:59 PM PT - We have received confirmation from the Alexa team that our metrics are now back to normal. Thank you for your patience as we worked across teams to resolve this issue. If you continue having difficulty with the Alexa integration, please contact the Amazon Alexa customer support team.
2:07 PM PT- We've been looking into issues some customers are having with streaming Wyze Cams on Alexa devices. The symptoms of this include Wyze Cams showing as offline incorrectly in the Alexa app and live streaming not functioning correct. We're working with the Alexa team to identify what is causing this issue and resolve it. We apologize for the inconvenience.

3/25/23 7:54 AM PT - We've identified the root issue and put in a fix for it. Additionally, all devices should be back online now. If you still cannot connect to a Wyze device, please try power cycling it. If that doesn't work, please reach out to Wyze Customer Support. Thank you for your patience this morning.
6:37 AM PT - Our services are recovering but we are not considering this outage resolved yet. We'll let you know when we confirm that.
6:33 AM PT - We are working on scaling up our services and identifying the root cause of the disruption. We'll keep you posted as we progress.
6:18 AM PT - We're seeing evidence of a server outage that is impacting login, Events, loading device pages, and using services. We have our engineers looking into this issue now and apologize for the inconvenience.

3/8/23 10:41 PM PT - The latency is back to normal and devices should all be functioning properly again. If you have a device that isn't connecting still, please try power cycling it. If you continue having difficulty logging in, using your Wyze devices after power cycling them, or loading Event Videos, please contact Wyze Customer Support.
10:20 PM PT - We are in recovery for an outage that started after we implemented a code change. This change has been rolled back and we apologize for the inconvenience. At this point, app functions are expected to have recovered though some users may experience higher latency than normal. We are gradually re-enabling traffic from devices.

 

Update: Regarding System Maintenance on February 8th

Hey friends,

We successfully completed a large portion of the maintenance tonight. Your devices may have been offline between 12:00 AM and 12:15 AM Pacific. There is another part planned for tomorrow but the customer impact is expected to be minimal.

Your Wyze services and devices should be back online and working normally. Thank you for your patience during this process.

If you continue to experience issues, please contact our support team.

Best,

Your friends at Wyze

February 8th 12:00 AM PT Scheduled Maintenance 

The Wyze app and Wyze websites will be down for scheduled maintenance on February 8th at 12:00 AM PT. The process is expected to be completed by 2:00 AM PT. Here's the scope of impact:
Wyze Cams:
  • Event Videos will not be uploaded to the cloud during this time.
  • Notifications from during that time will not be sent.
Wyze Sense:
  • Rules that would be triggered by Wyze Sense in the maintenance window will not work.
Wyze Services:
Cam Plus:
  • Event Videos will not be uploaded to the cloud.
  • AI tags will not be generated.
  • Notifications from that time will not be sent.
Cam Protect:
  • Event Videos will not be uploaded to the cloud.
  • AI tags like Person Detection will not be generated.
  • Notifications from that time will not be sent.
  • Arming and disarming the system will not work.
  • Alarms will not trigger the siren on the Wyze Cam.
  • Noonlight will not be contacted.
Wyze Home Monitoring:
  • Event Videos will not be uploaded to the cloud.
  • AI tags will not be generated.
  • Notifications from that time will not be sent.
  • Arming and disarming through the app will not work.
  • The physical Wyze Sense Keypad will still be able to cancel alarms and arm/disarm your system.
  • Alarms that occur during the maintenance window will trigger the Wyze Sense Hub siren.
  • Noonlight will not be contacted.
Wyze Lock and Wyze Lock Bolt:
  • Keypads will still work without the cloud service.
  • The fingerprint scanner will still work without the cloud service.
  • Unlocking with the app and auto-unlock WILL NOT function during the maintenance window.
Wyze Thermostat:
  • The thermostat itself can work without internet but heating/cooling usage data and HVAC filter life data will be lost.
  • Geofencing may not work.
Wyze Mesh Router:
  • The router will continue to function.
  • Some setting changes will be unavailable.
Thank you for your attention!

 

1/30/23 11:20 AM PT - We are now fully recovered and this outage is resolved. If you continue to have trouble with your Wyze device connecting, please try power cycling it. If that doesn't work, please reach out to Wyze Customer Support.

11:13 AM PT - We are unblocking the last bit of traffic and things are looking good. We're going to keep an eye on the metrics and make sure they're behaving as expected before we call this fully resolved.

10:49 AM PT - We're continuing to allow more traffic back to the servers and are watching our metrics. We are not fully recovered yet and appreciate your patience.

10:19 AM PT - We are entering recovery and are balancing the requests from the server side. Some people may see improvement now but the process is not yet complete.

9:25 AM PT - We are looking into reports of Wyze app not loading, cameras not showing, and Wyze Webview not loading. We will have more info when it becomes available.

 

1/24/23 5:48 PM PT - The setup and event issues impacting Wyze Cam OG and Wyze Video Doorbell Pro should be recovering. If you are still experiencing troubles please reach out to Wyze Customer Support.

4:35 PM PT - We are looking into reports of failed setup and event issues impacting Wyze Cam OG and Wyze Video Doorbell Pro. We will update this page with more info when it becomes available.


1/12/23 4:14 PM PT - We now see full recovery and we're keeping an eye on things. If your device is still offline, please try power cycling it. If you continue having difficulty connecting, please reach out to Wyze Customer Support.

3:00 PM PT - We have seen increasing server latency from our side and are hearing reports from customers that their apps aren't loading pages or controlling devices correctly. We are working on mitigation efforts and expect things to improve for affected customers soon.

 

1/11/23 4:00 PM PT - We have released iOS app version 2.38.4.3 to the public. This has the fix for Error Code -1. We're sorry that this bug escaped to the public and we've added new processes to prevent it from happening again. If you're still experiencing this, please check App Store for an update. If you continue to have trouble, please reach out to our Wyze Customer Support.

1/10/23 1:51 PM PT - Our QA team has verified the hotfix app version and we're working on App Store review. Ideally, we'll be releasing the fix for Error Code -1 tomorrow though it may release on Thursday instead. We'll keep you posted about any changes. 

1/9/23 3:46 PM PT - We have received confirmation of a new app build that has a fix for the Error Code -1 iOS bug. We are currently waiting for it to go through code merge and QA review. Thank you for bearing with us as we work to resolve this problem.

1/8/23 4:21 PM PT - We have been making progress on a new app build to replace the problematic iOS app version. This is currently going through internal testing and looks promising for resolving the Error Code -1 issue. We appreciate your patience during this time. If needed, ungrouping your cameras can avoid the Error Code -1 issue while we work on the new app build release.

1/6/23 1:45 PM PT - We're seeing reports of grouped cameras giving a frequent Error Code -1 in the live stream when using iOS app version 2.38.3.3. We are looking into this. In the meantime, removing the cameras from the group can help. We apologize for the inconvenience.

 

1/5/23 6:00 PM PT - Our devices are back at their normal connection metrics. If you're still having trouble with your app, please try force closing the app and opening it again. If a device is not connecting, please try power cycling it. If those steps don't do the trick, our support team at support.wyze.com are here to help.

4:29 PM PT - Our recovery is still in progress and more devices are connecting to our servers. We're not there yet but our metrics continue to improve and we're hearing positive feedback from customers about their devices being back online.

3:06 PM PT - At this point, our metrics show that all devices except Wyze Cam v2 and Wyze Cam Pan have recovered. We are continuing to work on recovering the remaining devices.

2:39 PM PT - We have scaled our services and blocked repeat requests from devices sending too many requests to our servers. We are seeing improvement in app and device performance. We'll start slowly opening up access again with the goal of keeping up with the requests. We expect some devices such as Wyze Cam v2, Wyze Cam Pan, and some Wyze Cam v3 to still have difficulty connecting at this time but other devices are showing signs of improvement. Thank you for your patience.

1:52 PM PT - We are looking into issues with devices not reporting Events to the cloud and the app not being responsive. This can affect notifications due to the cloud not receiving the Event information. We'll update this page when we know more.

 

 

 

 

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