Service Status & Known Issues

SERVICE STATUS UPDATE

MESSAGE FOR PEOPLE USING OLDER OPERATING SYSTEMS THAN ANDROID 7.0 and iOS 12.0:

Dear Friends,

We always aim to provide a better app experience. Some of our upcoming features have a minimum operating system (OS) requirement to function effectively. Because of this and the existing challenges with older OS compatibility, the 2.22 app release scheduled for July 7th will stop supporting device OS versions lower than Android 7.0 and iOS 12.0. Devices with lower OS versions will no longer be able to update the Wyze app from Google Play and the Apple App Store.

If you haven't done so already, please take some time and update your device OS today. If you have any secondary devices that you've used with the Wyze app, you may want to check their OS versions to make sure they're updated. If you've already updated, please disregard this email.

Thank you for your time!

Sincerely,

The Wyze Team

NOTE FOR GOOGLE ASSISTANT USERS: Currently some Google Assistant-enabled devices such as Google Nest Hub and Nest Max are unable to show Wyze Cam live streams. We have found the problem and are working on a solution. However, due to the complexity of the solution, we are not able to provide an estimate for when this service will work on all devices again. We will provide a progress update and an ETA to resolution when more information becomes available. We apologize for the inconvenience.

 

6/16/21 5:30 PM PT- We completed the work ahead of estimate and everything looks good on our end. Thank you to everyone that sent in logs and helped us resolve this problem!

5:05 PM PT - Our current estimate for resolution is 6:30 PM PT. We are still working to resolve the chime settings issue. Thank you for checking in!

4:23 PM PT - The fix is still in progress. We apologize for the delay and are continuing to work on this and watch the metrics.

3:25 PM PT - We have identified the issue and fixed it. It will take about 30 minutes for the service to resume normal operation. Thanks for your patience!

2:34 PM PT - Some people with Wyze Video Doorbell are not currently able to change their Wyze Chime settings but chimes are continuing to work using the previous settings. We apologize and are looking into the cause of this issue now.

 

MESSAGE FOR PEOPLE USING APP VERSION 2.9 OR LOWER:

Dear Friends,

We’re dedicated to safeguarding the security of our customers and many of these efforts come in the form of app updates. Beginning June 3rd, 2021, we will stop supporting Wyze app versions 2.9 or lower. We’ve noticed that you haven’t updated your app in a while. Without updating, you will no longer be able to log into your Wyze account when this change is completed. 

To update your app, please search for “Wyze app” in the Apple App Store or in Google Play. You could also click on the links below and follow their instructions:

We encourage you to update your app at your earliest convenience. Along with the improved security this will provide, you will also gain access to many new features and product options that we’ve launched since the 2.9 app version. 

Thank you for your time!

Sincerely,

The Wyze Team

 

4/10/21 5:37 PM PT - We have worked our way through the backlog and notifications and tags should be working properly now. If you are still having trouble with your Wyze devices, please reach out to Wyze Customer Support

2:20 PM PT - We have identified the root cause of the AI tag issue and are working through the queue of notifications that were not sent earlier. You will be able to use filters and view which videos were tagged with person detection during the impacted time. You may receive multiple notifications that were delayed in a short period of time. Thank you for your patience.

1:30 PM PT - We are investigating reports of person detection tags not working properly. For impacted people, this results in Cam Plus videos being incorrectly tagged as motion detection instead of person detection though Rules and integrations with products like Alexa may still function. We will provide further updates as our investigation continues.

 

3/15/21 11:38 PM PT - We are now seeing service restored to the levels from before the outage. Thank you to the team at AWS that helped us resolve this! Videos that were impacted by this did not upload properly and will not be able to be viewed and we apologize for the inconvenience. If you continue having trouble viewing new Events from after 10:30 PM PT, please reach out to Wyze Customer Support.

10:23 PM PT - AWS is reporting that their metrics are back to normal and we're starting to see improvement. We're not calling our issue fully resolved yet and we're continuing to keep an eye on things. Thank you again for your patience.

9:37 PM PT - We are told that AWS is working on a fix but that they don't have an estimated time of completion yet. We'll keep you posted.

9:07 PM PT - We are still working together to solve this problem and don't have an update at this time. Thank you for your patience.

7:16 PM PT- We are working with Amazon Web Services (AWS) to resolve an issue preventing some Cam Plus videos from playing. This results in an Error Code 06 response and a 0-second video. We will resolve this as soon as we can and are sorry for the trouble.

 

February 3rd 1:00 AM PT Scheduled Maintenance [Update: Maintenance concluded by 2:20 AM PT]

The Wyze app and Wyze websites will be down for scheduled maintenance on February 3rd at 1:00 AM PT. The process is expected to be completed by 3:00 AM PT. Here's the scope of impact:
For Wyze Cams:
  • Event videos will become available after service is restored.
  • Notifications from during that time will be delayed.
For Wyze Sense:
  • Actions that would be triggered by Wyze Sense in the maintenance window will not work.
For Wyze Lock:
  • Keypads will still work without the cloud service.
  • Unlocking with the app and auto-unlock WILL NOT function during the maintenance window.
For 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.

Thank you for your attention!

 

1/28/21 10:50 AM PT - We have identified a timing issue that could cause devices to fail the setup starting when the issue was first reported. We deployed a fix that will prevent it from happening again and are waiting for verification that this fully addressed the problem.

However, devices that failed setup between 1/21 and 1/27 will not be able to be recovered by customers. If you have been impacted by this issue, please reach out to Wyze Customer Support for a replacement. 

1/26/21 2:15 PM PT - We are continuing to isolate the cause behind some folks not being able to complete Wyze Robot Vacuum setup. While this is related to a separate issue, all customers using Wyze Robot Vacuum should make sure they are using at least the 2.16.55 Android app or the 2.16.48 iOS app due to the recent certificate update.

Further, we've found some success for some people with restarting their vacuums. If you cannot see the Wyze Robot Vacuum WiFi broadcast during setup, please remove the Wyze Robot Vacuum from the charging station and then press and hold the power button on the vacuum for 5 seconds. This should restart the vacuum and the WiFi broadcast should appear again during the setup process.

Thank you for your patience.

1/25/21 10:00 AM PT - We are looking into an issue that is preventing Wyze Robot Vacuum setup for some customers. We apologize for the difficulty and will post updates here when we have them.

 

1/22/21 6:00 PM PT - iOS app version 2.16.48 has now been released and addresses this problem. If you are having trouble pairing your Wyze Robot Vacuum after making sure your app is updated, please contact Wyze Customer Support.

10:40 AM PT - iOS users will currently have trouble setting up Wyze Robot Vacuum. Vacuums already paired with an account will be unaffected. We are testing an app update that will resolve this issue and we plan to release it in the next few days. Thank you for your patience.

 

1/20/21 4:13 PM PT - AWS reports that we should be back online now. If you are still having trouble connecting your Wyze Robot Vacuum to WiFi, please contact Wyze Customer Support.

3:40 PM PT - Some Wyze Robot Vacuums are having difficulty connecting to the internet. We are working with AWS to resolve this issue and apologize for the inconvenience.

 

1/18/21 6:40 PM PT - Earlier today, we deployed a change to our beta environment that did not factor in existing logged-in devices. Because of this, many people using the beta app received an email in error stating that a new device had logged into their account. We have found the issue and have resolved it so further emails will not be sent due to this issue. However, we recommend that you change your password if you received this email just in case someone was trying to access your account at that time. Sorry for the trouble!

 

12/21/20 5:00 PM PT - Some people have reported offline issues with Wyze Cam Outdoor after the recent service outage. If this is happening to you, please try rebooting your Wyze Cam Outdoor Base Station. If that does not resolve the problem, please contact Wyze Customer Support.

 

12/19/20 7:49 PM PT - Our metrics and community reports tell us that this outage has now been resolved. Thanks for your patience during this time and sorry for the trouble. If you still have difficulty with your Wyze devices, please contact our Wyze Customer Support.

7:22 PM PT - Our metrics are looking much better and messages are moving through the system properly. We're going to keep watching for a while to make sure that everything is stable before we call this cleared. Thank you.

5:50 PM PT - The engineers are still hard at work on this one. We know that there's been improvement for many people but not everyone and some folks are still experiencing delays. Thank you for your patience.

1:00 PM PT - We are continuing to work through the backlog and some customers are reporting normal function again. During this time, you may receive multiple notifications for the same Event or delayed notifications from Events that occurred during the outage. Thank you for your patience.

11:33 AM PT - We have identified and repaired the root cause but need to work through the backlog. We currently expect this to take a few hours but are looking into ways to improve that estimate. 

11:00 AM PT - We do not have an update at this time but are continuing to work to resolve this issue. Thank you for your patience.

10:00 AM PT - We have identified an issue with our system not processing device online/offline status correctly and are looking into it. Schedule and Trigger Rules and notifications may be impacted at this time although the devices may otherwise function as expected through the Wyze app. We apologize for the inconvenience and will resolve this as soon as we can.

 

11/25/20 5:42 PM PT - This has been caused by the AWS outage that occurred today. AWS informs us that they are seeing improvement and expect this to be fully resolved in a few hours. Thank you for your patience.

1:25 PM PT - We are looking into an issue that is causing difficulty with the Wyze Lock Gateway setup and connectivity. If the Gateway is offline, it will affect remote unlock/lock control. However, local control through Bluetooth would still be functional.

 

11/16/20 8:53 PM PT - The service fully recovered and we've spent time watching the metrics to ensure that it's stable again. If you are having other difficulty with your Wyze products, please reach out to Wyze Customer Support.

8:21 PM PT- We are continuing work on the delayed Rules, events, and notifications. Thank you for your patience.

7:14 PM PT - We are working to resolve a problem leading to delayed Rules, Wyze Sense events, and push notifications as well as duplicate push notifications. We will post an update with further information as we progress.

 

11/14/20 9:48 PM PT - Our metrics are looking good and we've worked our way through the backlog of status updates and notifications. We appreciate your patience through this process. If you are still having trouble with your Wyze devices or app, please contact Wyze Customer Support.

8:24 PM PT - Working through the backlog of device events from during the outage has taken some more time than initially expected. We now estimate that this will be concluded in about half an hour. In the meantime, new triggers or events may have a delayed response.

6:27 PM PT - Our system is working as expected and we are working through the backlog of requests that occurred during the outage. We currently expect that to be fully resolved in around an hour. Thank you again for your patience.

5:58 PM PT - We are seeing improvement and reports of people able to log into the app. We are continuing the work and keeping an eye on the metrics. Thank you.

5:25 PM PT - We are working on a temporary fix for this issue while continuing to explore options for longer-term solutions. We do not have further updates at this time. We apologize for the delay.

4:19 PM PT - We are continuing to work on the login and integration issue and do not have an update at this time. Thank you for your patience.

3:34 PM PT - We are working to resolve the cause of people being logged out of the Wyze app and/or having difficulty logging back in or using their integrations. We'll share more information as we have it and apologize for the trouble.

 

 

11/6/20 7:45 PM PT - The service has been restored. We are working on short and long-term solutions for the outages and thank you for your patience. If you are still having trouble viewing your devices in the Wyze app, please contact Wyze Customer Support.

6:09 PM PT - We are continuing to work to resolve this. It appears to only affect Android devices. We will share more information as we receive it and appreciate your patience.

5:00 PM PT - We are looking into an issue that is preventing Wyze devices from being visible in the Wyze app. This may also impact the ability to set up new devices and send in logs although Event videos appear to be unaffected. We apologize for the inconvenience.

  

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