Service Status & Known Issues

SERVICE STATUS UPDATE

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!

12/28/21 10:30 AM PT - We have received reports of the iOS Wyze app crashing before it opens for iOS OS versions 12.5.5 and below. We are looking into this as a top priority and apologize for any inconvenience you may experience in this time.

 

12/21/21 12:10 PM PT- We apologize and want you to know that we're pausing Wyze Cam v2 version 4.9.8.746 and Wyze Cam Pan version 4.10.8.746 as we investigate an AI bug.

12/20/21 9:15 PM PT - We're sorry, folks. Base Station version 4.16.2.66 is paused while we investigate reports of Base Stations not working after the update. If this has happened to you, please reach out to us through Wyze Customer Support.

 

12/16/21 3:35 AM PT - Thank you for your patience! At this point, the majority of Wyze devices have reconnected. We see that some have not successfully connected with the cloud since the initial outage and these devices may need a bit of help. If your device still isn't connecting, please first try power cycling the device (removing the power or turning it off and then turning it back on). If that doesn't work, you may want to try factory resetting the device to restore connection. A factory reset will require you to set up the device again. If that still doesn't work, please contact Wyze Customer Suppor.

If you are unsure of how to power cycle or reset your affected device, please check our support articles. We see that Wyze Video Doorbell has had a lower reconnect rate than other Wyze devices. Here is a troubleshooting article with instructions for rebooting and resetting this product. Please note that you can power cycle Wyze Video Doorbell by flipping the breaker and that you do not need to disconnect wires. You also can press the Reset button without holding it down to see if a regular reset can fix the connection without triggering a factory reset. You would still need to set up the device again through the Wyze app after pressing the reset button even if you don't perform a factory reset.

1:26 AM PT - Most Wyze devices appear to have connected again but we are not back to pre-outage levels yet. We're continuing to work on this and monitor our metrics.

12:15 AM PT - We're seeing good improvement trends! We're not fully recovered yet and some products (such as Wyze Video Doorbell and Wyze Plug) are recovering at a slower rate than others. We're still seeing some AWS IoT errors when the cloud tries to send a command to a Wyze device through IoT. We'll let you know when we have another update.

12/15/21 11:15 PM PT - AWS tells us that we should be seeing further improvement shortly. We are slowly seeing improvement in our metrics as time progresses and are continuing to work with AWS to restore service to all of our customers.

10:16 PM PT - We've heard from AWS that they're still working on the backlog and are now reaching a point where they can speed up the process. We've received more confirmations from customers about some of their devices coming online so we are seeing improvement confirmed in our community. Thank you for your patience!

9:10 PM PT - AWS says that they're still working on the backlogs and are increasing the speed slowly. We're seeing reports from customers saying that some devices have come back online but not all of them yet. We'll keep you posted.

8:18 PM PT- AWS tells us that they're seeing the operations slowly getting processed but that there's still some backlogs to clear out. Thank you to everyone that's been keeping up with these updates!

7:03 PM PT - AWS is still working on mitigation for the remaining issues. We'll let you know when we hear more!

6:17 PM PT - AWS is working on scaling for us and plan to onboard our infrastructure when they have things stable enough for it. We are continuing to work with them on this issue. Some Wyze devices are seeing a more rapid recovery than others.

5:24 PM PT - We've been told that AWS has still not fully recovered and that the AWS team is continuing to work on it. Thank you for your patience.

4:11 PM PT - AWS is continuing to work on this outage. They're trying to balance resolving the issue without accidentally overloading systems and haven't found the right balance yet. We'll continue to keep you updated as we hear more. We again apologize for any inconvenience you may have experienced as a result of today's outage.

2:34 PM PT - AWS has let us know that we are not recovered yet. IoT-related functions such as showing device status, changing settings (like on/off, bulb colors, etc.), using Rules, Wyze Home Monitoring function, the Home Monitoring tab in the Wyze app, and third-party integrations such as Google Assistant and Alexa are still impacted. However, Wyze Cam Event notifications and live streaming as well as basic app functions such as viewing the device list in the Home tab have stabilized. We are continuing to work with AWS on these issues. Please make sure you do not reset your devices during this time to avoid complicating the recovery for your devices. We are sorry for any impact that this outage has had on you and will resolve it as soon as possible.

12:16 PM PT - We know that some of our services such as Wyze Bulb voice commands and other products and services continue to be impacted by the AWS outage. AWS is continuing to work on restoring service. Thank you.

10:36 AM PT - AWS says that portions of their service have been recovered and they are working on remaining components such as new components. We'll continue to update you as we hear more.

9:44 AM PT - The main issue remaining on our end is difficulty connecting to AWS IOT. AWS reports that they are aware of this and are actively investigating this issue.

9:23 AM PT - Amazon is seeing recovery on their end. Our services will take some time to recover because of built-up commands from during the outage. We are working on this with the help of AWS and appreciate your patience.

9:00 AM PT - There is currently a widespread outage with Amazon Web Services (AWS) that is impacting our services such as the online/offline status of devices in the Wyze app, the ability to change settings such as arming or disarming Wyze Home Monitoring devices in the Wyze app, assigning Cam Plus licenses, using our Centercode test platform, and using our forums. If you are a Wyze Home Monitoring subscriber, please use your Keypad during this time to arm or disarm your service. We are working on getting our systems back up as soon as possible. We apologize for any inconvenience this has caused.

 

12/8/21 12:00 PM PT - We have received confirmation that our AWS-related services returned to normal last night. We kept an eye on things to be on the safe side and have firm confirmation from Noonlight that their temporary fix limited impact on Wyze Home Monitoring subscribers. Thank you!

12/7/21 6:10 PM PT - We've heard pretty consistent reports that most AWS services have been restored. Hopefully, you are not currently impacted by the outage from today. We're holding off on giving our all clear message until we hear a definitive all clear from Noonlight and Amazon. Thanks for your patience!

10:58 AM PT - There is currently a large Amazon Web Services (AWS) outage that is impacting our services. People using Wyze Home Monitoring may see an alarm active in their Wyze app even after cancelling it with Noonlight because we may not receive the confirmation from Noonlight that the alarm has been cancelled or closed. Noonlight will still provide SMS notification that the alarm has been cancelled. People using Alexa integrations with their Wyze devices may have trouble with responses through Alexa. We apologize for any inconvenience and will provide progress updates.

 

11/11/21 9:43 PM PT - We have identified the root cause and addressed it. Most devices should be functioning as normal now. If your Wyze Bulb or Wyze Plug is still having trouble, please try power cycling it (turning off the power to it or unplugging it and then restoring power). If this doesn't do the trick, please contact Wyze Customer Support. Thank you!

4:05 PM PT - We still don't have a root cause identified but we're working across teams to find it. Thank you again for your patience.

3:18 PM PT - We are still investigating the cause of the Wyze Plug and Wyze Bulb problems. Thank you for your patience and we're sorry for any difficulty this may have caused for you.

11/10/21 6:30 PM PT - We are looking into issues with Wyze Plug not updating firmware and Wyze Bulbs not responding to commands in the app. We apologize for the inconvenience.

 

11/4/21 4:07 PM PT - Our metrics have returned to normal and we appear to be fully recovered. If you are continuing to have difficulty with your Wyze products or services, please reach out to Wyze Customer Support. Thank you!

3:04 PM PT - AWS has implemented a change and we're starting to see recovery from our end. We're keeping an eye on the metrics to make sure this is resolved. Thanks for your patience!

2:27 PM PT - We are working with AWS to look into why some Event videos are not being uploaded or tagged correctly. We apologize for the inconvenience.

 

10/8/21 5:00 PM PT - We're seeing a drop in the success rate of Cam Plus Event playback. While the strong majority of videos are playing as expected, we take this seriously and are working with our partners to investigate why this drop has occurred and repair it. Thank you for your patience.

 

10/5/21 7:07 PM PT - This issue is now resolved! Please try to power cycle your Wyze Cam and then connect again. If you continue to have any difficulty, please reach out to Wyze Customer Support so we can help out. Thank you!

5:49 PM PT - We are working with our live stream provider on this fix. Our current expectation is that a cloud change will be enough to resolve this issue but we'll keep you posted. Thanks for your patience!

4:20 PM PT - We have isolated the problem to cameras that haven't been connected previously or have been reset. We are continuing to work on this and apologize for any inconvenience you may have had.

12:10 PM PT - We are looking into reports of Wyze Cams disconnecting today. If you have experienced this, please contact Wyze Customer Support.

 

9/8/21 3:00 PM PT - We have released an iOS app update to help with this. Please download 2.24.36 from the Apple App Store if you've been having trouble setting up your Wyze Cam Outdoor Base Station. If you still have trouble after the update, please contact Wyze Customer Support. Thanks for your patience!

9/7/21 11:00 AM PT - We are working on an app update that will fix a setup issue for Wyze Cam Outdoor Base Stations when using iOS devices. We apologize for the difficulty and will have that available as soon as we can.

 

8/31/21 4:22 PM PT - AWS says their systems are operating normally! If you are still having trouble with your Wyze devices, please contact Wyze Customer Support.

3:36 PM PT - AWS has updated to say that they're seeing signs of recovery on their end. Thanks again for your patience!

2:31 PM PT - AWS has identified the root cause of the issue and are working to resolve it now. We are receiving reports from our customers that services such as integrations and push notifications are behaving as expected and hope to see the rest of our services restored to normal operation soon.

12:00 PM PT - We use a service called Amazon Web Services (AWS) for tasks such as sending notifications. Currently, this service is experiencing difficulty and this is impacting some of our products. Amazon is working on it now but you may experience difficulty with making in-app purchases, IFTTT, Alexa, or Google integrations, notification delays, trouble with Cam Plus Events not playing smoothly or experiencing errors, or a delay when using Wyze Home Monitoring alarms or disarming your system. We apologize and appreciate your patience.

Learn more here: https://status.aws.amazon.com/ 

 

9/8/21 3:00 PM PT - Wyze Cam Outdoor firmware 4.17.1.247 and Base Station 4.16.2.24 should fix this problem. Please update to these versions and try again. You can flash the firmware using the instructions below but selecting the most recent firmware release. If you continue to have the flashing blue light, please contact Wyze Customer Support.

8/30/21 12:30 PM PT - There is an issue with Wyze Cam Outdoor Base Station that causes it to flash blue without progressing if the firmware is updated when using the wireless connection, followed by plugging the Base Station into ethernet, and then unplugging the ethernet cable to run wirelessly again. We are working on a firmware fix for this. In the meantime, here's a temporary fix method that flashes firmware:

  1.  Download the 4.16.2.24 firmware version using this link.
  2. Put the firmware onto a microSD card:
    • Windows 10: Right-click in the folder and select Extract All.
    • Mac: Drag and drop the folder to the root directory of your microSD card. The folder name should be sd_update.
  3. Insert your microSD card into the Base Station and power cycle the Base Station to begin the firmware flash process. The status light will either stay solid yellow or immediately start flashing blue.
  4. Once the flash is complete, the Base Station will reboot itself. Wait until the status light becomes solid blue again. If your Base Station was already set up, it should reconnect automatically. Otherwise, you can set it up again like a new device.
  5. Take out the microSD card and remove the sd_update folder. If you leave that folder, the Base Station will flash its firmware every time it reboots.
  1.  

 

8/10/21 11:00 AM PT - There was a problem with pairing Wyze Buds Pro when using Android devices. We have found the issue and repaired it. Sorry for the trouble! Please try again if you were having trouble and update your firmware once your buds have been set up. If you continue to have trouble, please contact Wyze Customer Support.

 

8/4/21 1:45 PM PT - This issue has been resolved in the 2.23 app release. If you have been having trouble setting up your Wyze devices, please update your app and try again. If that doesn't do the trick, please reach out to Wyze Customer Support for assistance.

8/3/21 11:00 AM PT - We have identified the issue and are working on a fix. We expect the update to be released in the next couple of days and appreciate your patience.

8/2/21 4:30 PM PT - We are looking into an issue preventing some iOS users from pairing their Wyze Cam Outdoor Base Stations, Wyze Bulbs, and Wyze Plugs at this time. We apologize for any inconvenience this may cause while we investigate.

 

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

 

7/13/21 12:00 PM PT - Our forum service has been restored. Thank you!

10:22 AM PT - Our forum is currently down due to a power outage impacting our forum management service. They are aware of this issue and are working on it. Thank you for your patience!

 

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.

  

View Resolved Service Issues

View Software and Firmware Known Bugs

Have more questions? Submit a request