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Service Status & Known Issues

5/31/2024

5/31/2024 11:31 AM PT - Our metrics are now showing most devices are fully recovered, however we will continue to keep an eye on things. If your device is still showing offline please power cycle your device and see if it recovers. If you continue to experience issues please reach out to Wyze Customer Support. We apologize for the issues and thank you for your patience.

10:28 AM PT - We have seen recovery in the Home and Event pages and are currently working to recover the offline devices. Thank you for your continued patience.

9:05 AM PT - We are currently looking into reported issues with the Home page, Events and offline devices. We apologize for the inconvenience and will update when we have more.

 

4/15/2024

4/15/24 9:05 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.

6:47 PM PT - We are continuing to work on the issue and see some devices starting to recover. We will keep you updated as we progress.

5:39 PM PT - We are currently receiving reports of devices offline or not being 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.

 

 

2/16/2024

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 PTOur 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

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 atsupport.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.

 

1/17/2024

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.

 

 

 

 

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