Service Status & Known Issues

SERVICE STATUS UPDATE

2/24/2024 11:00 AM PT - We wanted to provide an update. We have notified everyone affected by the security issue. You can read more information about it here. If you are still experiencing any issues with the cameras or events, please try logging fully out of the app and logging back in (Wyze app -> Account tab -> Log Out). If that does not help, please contact our Support Team at support.wyze.com. Thank you for your patience.
2/16/2024 11:28 AM PT - Our metrics are showing continued improvement for device connection recovery. If your device is still experiencing the issue, please try rebooting or power-cycling your device. We are temporarily disabling the Event tab in the Wyze app to investigate a possible security issue and will have it back up soon. We apologize for any inconvenience and appreciate your continued patience.
10:46 AM PT - Our metrics are showing continued improvement and we will continue to monitor them closely. Thank you for your continued patience.
10:07 AM PT - Our metrics show that devices are starting to recover. We are still investigating an issue with the Events Tab and will have another update shortly with further info.
8:57 AM PT - We are continuing to work on this outage and appreciate your patience at this time.
7:24 AM PT - We are aware of an issue with our AWS partner which has impacted device connection and caused login difficulties. We are taking steps to mitigate the problem on our end as we work with AWS to resolve the issue.
6:31 AM PT - We are currently receiving reports of offline devices and login difficulties. We are currently looking into the issue and will have an update as soon as we have more information. Thank you for your patience.

 

2/2/2024 9:38 AM PT - We have found the root cause and deployed the fix for this issue. Please retry logging into my.wyze.com. If you still experience issues please contact our Support Team at support.wyze.com
8:33 AM PT
- We are aware of an issue with viewing cameras on my.wyze.com. We are currently looking into this and will have an update as soon as we have some more information. Thank you for your patience.

1/17/24 1:38 PM PT - Our metrics are showing most devices should be recovered, however, we will continue to keep a close eye on them. We apologize for the issues and thank you for your patience and help. If you continue to experience connectivity difficulty, please reach out to Wyze Customer Support.
12:18 PM PT - Our metrics show that devices are slowly coming back online while we continue to work with one of our partners to find the root cause. Thank you for submitting logs to help us and most of all thank you for your continued patience.
10:47 AM PT - We are continuing to investigate the outage causing live stream and connectivity issues, missing Rules and triggers, and error code 67 for some customers. Due to the connectivity problems, it would be helpful and appreciated if affected customers with microSD cards and ability to read the card on a computer could send us microSD card logs from their affected cameras. We apologize for the trouble and appreciate your patience. Here are the log instructions:

 

MicroSD Log Collection Instructions

When the device shows offline, please take out the microSD card and wait a second before re-inserting the card (or inserting a new microSD card). The camera will then make two "ding" sounds usually within 30 seconds.On your microSD card, there will be a root or log folder with the device log that you can access with a computer. The files are named xxxxx_log.txt. If there are multiple logs, select the most recent log file.

When you have the log, please email it along with a description of the issue and the date, time, and time zone that it occurred to:

microsdcardlogs@wyze.com

8:50 AM PT - We are currently investigating an issue that has caused Live Stream and connection issues. We are sorry for the inconvenience and will update you with more as soon as possible. Thank you for your patience.

12/14/23 1:31 PM PT
- We are aware of IoT maintenance occurring with our AWS partner that is impacting the connectivity of some devices. If you are having trouble setting up or connecting to your Wyze devices, please try again later. We appreciate your patience during this time.

12/07/23 9:39 AM PT - We have identified the root issue and put in a fix. Please retry setting up your device. If you still experience issues please contact our Support Team at support.wyze.com
9:00 AM PT - We are currently looking into an issue causing Wyze Cam OG, Wyze Cam OG Tele, and Wyze Video Doorbell Pro setup failure. We will post an update when we have it fixed. Thank you for your patience.

12/02/23 2:16 PM PT - The affected items have mostly recovered. If you still are experiencing the issue try power cycling the affected device, if that fails please contact our Support Team at support.wyze.com.
1:19 AM PT - We are starting to see improvement as things recover. We will continue to monitor the progress throughout the night. We apologize for this inconvenience.
12/01/23 10:15 PM PT - We have identified the root cause of the issues with a Wyze partner service and they are currently working on a fix. We will keep you posted as we progress.
7:26 PM PT
- We are currently receiving reports of cameras offline or not able to connect. We are currently looking into the issue and will have an update as soon as we have some more information. Thank you for your patience.

11/20/23 3:50 PM PT
 - This issue is now resolved. If you continue to have trouble, please contact our Support Team at support.wyze.com.
2:31 PM PT - We believe we've isolated the new account issue to 3rd party account creation (such as through Apple or Google). We're working on a fix! In the meantime, please try using the standard registration flow through the Wyze app or wyze.com for now.
1:30 PM PT - We are looking into reports of difficulty with account creation and login. We apologize for any difficulty customers may experience during this time.

11/13/23 2:18 PM PT - As of November 10, 2023, we have completed a round of updates that patches this bug on all affected products. We know that we released a lot of updates in a short amount of time and we appreciate everyone’s understanding as we worked quickly to protect the security of all of our customers. If you have not recently updated your cameras and you have an update available, please make sure to update your firmware when you have a moment.
Here is our public statement:

10/30/23 7:07 PM PT - Please update your Wyze Cam v3 firmware, if you haven't done so yet. We have some details in this post:

10/19/23 11:30 AM PT- We have confirmed that this affects our beta app exclusively and are working to resolve the problem. The upcoming release that will replace the beta is unaffected so this will be resolved shortly. Thank you for your attention and patience!
9:27 AM PT - We are receiving reports of difficulty logging into the Wyze app and accessing the Monitoring tab. It is possible that this is related to an ongoing AWS outage and we are looking into it. We apologize for the inconvenience and will resolve this as soon as we can.

9/22/23 1:47 PM PT
In our ongoing commitment to security we wanted to share details of a mistake we made on Friday, September 8th that affected 10 people and was immediately resolved. We’ve completed an internal investigation and would like to share details of what took place and what we’re doing to prevent it from happening again. We take security extremely seriously at Wyze and work as hard as we can to give users peace of mind and earn your trust. Here’s how we fell short of that last week and what we’ve done to make sure we do better going forward.

On Friday September 8th, an engineer was fixing a bug on our online web viewing portal, view.wyze.com. In the process of deploying the fix, the wrong cloudfront caching setting was selected. Simply put, it crossed some wires in the backend and, for about 40 minutes, up to 2,300 users who logged in to the online web viewing portal may have seen cameras from one of the 10 affected users who had also logged in during that time.

When we discovered the incident, we immediately took down view.wyze.com to investigate and resolve the issue. View.wyze.com was back online a few hours later.

We want to make it absolutely clear that it did not affect the Wyze app or the 10M+ users who only access Wyze products through the Wyze app. The web portal view.wyze.com is a separate viewing experience behind a paywall.

Here’s what we’re doing to rectify the situation and prevent it from happening again. So far we’ve:
  • Conducted a detailed investigation. Due to the low amount of traffic to this site we were able to analyze page traffic in detail and know exactly 10 users were affected.
  • Provided as much detail as we could reliably confirm as it was unfolding in real time, including on Reddit, Facebook, Wyze Forum, core communities, our website and answering questions from the press.
  • Notified the 10 users that their accounts were affected.
  • Further limited account permissions, updated company policies, updated training for Wyze employees, and implemented other technical fixes including additional admin alerts so that this doesn’t happen again.
  • Hiring an external security firm to do further penetration testing of Wyze systems and processes.

Security is a core focus for us here at Wyze. We have built a dedicated security team and continually invest millions of dollars into security to keep our customers safe. We made a mistake here and will take all the appropriate steps to make sure it doesn’t happen again. We especially apologize to the 10 affected users and any users who signed into the web portal during this time.

9/13/23 10:00 AM PT - We wanted to provide an update as we have continued to investigate the matter through the weekend. We have identified and notified the 10 users whose camera events may have been viewed by others who were logged into view.wyze.com during that brief period of time on Friday afternoon. We also adjusted the website so it no longer logs users out after 15 minutes of streaming and will stream as usual. We are continuing to investigate this issue and we have implemented multiple technological and policy measures in an effort to prevent this from occurring in the future. Again, this experience does not reflect our commitment to users or the investments we’ve made over the last few years to enhance security. We apologize for this incident. 

9/11/23 5:37 PM PT -
Hey all,

This was a web caching issue and is now resolved. We continue to investigate and believe no more than 10 users were affected, and all will be notified.

For about 30 minutes on Friday afternoon, a small number of users who used a web browser to log in to their camera on view.wyze.com may have seen cameras of one of the 10 users who also logged in through view.wyze.com during that time frame. The issue DID NOT affect the Wyze app or users that did not log in to view.wyze.com during that time period.

Once we identified the issue, we shut down view.wyze.com for about an hour to investigate and fix the issue.

We have enacted numerous technical measures to prevent this from occurring in the future.
This experience does not reflect our commitment to users or the investments we’ve made over the last few years to enhance security. We are continuing to investigate this issue and will make efforts to ensure it doesn’t happen again. We’re also working to identify and notify affected users.

We will let you know if there are any further updates.
9/8/23 2:44 PM PT - view.wyze.com is currently under maintenance. We are working on this and will update when it's available again. We apologize for the inconvenience.

9/18/23 7:19 PM PT - While most of our metrics are recovered, we are still waiting for AWS to finish their changes and pronounce the issue resolved. If you continue to have difficulty with one of more of your devices, please try power cycling them (removing the power and plugging them back in). In many cases, that will help restore connection. We know that this has taken a while and appreciate your patience.
5:03 PM PT - We're still not fully recovered for Monitoring tab access for Wyze Home Monitoring customers nor the IoT connections. Our success rates are higher than they had been earlier and AWS is still working on the problems. We'll update you again later.
4:10 PM PT - We are seeing Wyze Home Monitoring access to the Monitoring tab being mostly recovered. We're continuing to work on the IoT connectivity with AWS. Thank you for your attention.
3:04 PM PT - While Wyze Home Monitoring access to the Monitoring tab has not yet fully recovered, we are seeing improvement in our IoT metrics and AWS has confirmed that they're seeing some recovery from their side as well. We're continuing to watch the progress and will post again when we have news.
2:20 PM PT - AWS is now experiencing an IoT (Internet of Things) outage that is impacting us for tasks like changing settings, uploading videos, receiving notifications, and providing AI tags. We are working to minimize the difficulty our customers experience while AWS works to resolve this problem. We'll continue to share information with you as we progress.
1:14 PM PT - We have partially recovered the Monitoring tab performance for Wyze Home Monitoring customers though you may continue to experience higher latency than usual. We are continuing to work on this problem with AWS and will provide updates as the situation changes.
12:47 PM PT - The root cause of this problem is an AWS outage. We are taking steps to mitigate the problem while AWS works to resolve things from their end. We'll keep you posted as we progress. Thank you for your patience.
11:50 AM PT - We are looking into the cause of the Monitoring tab in the Wyze app not loading for Wyze Home Monitoring. Cam Protect appears to be functioning as expected. We apologize for the inconvenience. While we work to resolve this, the Wyze Sense Keypad can be used to disarm the system or cancel alarms.

6/20/23 8:10 PM PT - We haven't seen the error since the resolution around 7:30 PM. We're considering this outage resolved but will keep an eye on our metrics. If you continue having trouble streaming, please reach out to Wyze Customer Support.
7:30 PM PT - We are seeing streaming come back online. We're going to keep an eye on it before calling this resolved. We'll let you know when we consider this issue to be cleared.
7:04 PM PT - We are continuing to work on this outage and appreciate your patience during this time. In addition to Wyze Cam Floodlight Pro and Google Home streaming, Wyze Webview and Alexa streaming are also affected. We will resolve this as soon as possible.
5:10 PM PT - We are looking into an outage that is impacting Wyze Cam Floodlight Pro streaming through the Wyze app and all Google Home streaming. We'll share updates as we have them and apologize for the inconvenience.

6/13/23 2:28 PM PT - Our Alexa integration has recovered now that the AWS outage has been resolved. Thank you for your patience.
1:18 PM PT - We are currently experiencing an AWS outage that is affecting integration with Amazon Alexa. We apologize for the trouble and will update you as we learn more.

6/6/23 3:40 PM PT - We are now fully recovered and devices should pair as usual now. If you continue having trouble, please contact Wyze Customer Support. Thank you for your patience.
2:30 PM PT - Devices are not successfully pairing with the Wyze app right now. We're looking into this with AWS and will post updates as we progress through this issue. We apologize for the difficulty.

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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