Archived Service Advisory Events

2021

2021

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!

 

2020

2020

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.

 

10/28/20 3:00 PM PT - The service has been restored. We're going to continue digging into this and analyzing the causes that led to this incident so they can be addressed. If you are still having difficulty with your devices showing in the app or sending logs, please contact 

Wyze Customer Support

2:43 PM PT - The process is close to completion and we are seeing reports of resolution for some people. We'll continue monitoring metrics before we consider this issue resolved. Thank you for your patience.

2:24 PM PT - We have identified the issue and are working to resolve it. Until the process is completed, there may be slow response within the Wyze app or inconsistency with the device list.

2:19 PM PT - We are continuing to work on the missing devices. While Events are visible in the app, filtering may not work as expected and the camera names may be replaced with the camera MAC address until this is resolved.

1:53 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.

 

10/29/20 11:20 AM PT - We have pushed the firmware fix for the connectivity issues with Wyze Cam Outdoor to affected units. If the update was successful, the Wyze Cam Outdoor should have version 4.17.0.160 after it detects motion for the first time following the update. The base station firmware should now be 4.16.0.169. If you still have difficulty with viewing your Wyze Cam Outdoor's live stream, please contact Wyze Customer Support.

10/27/20 3:00 PM PT - We identified an issue that caused a connectivity problem for the Wyze Cam Outdoor due to an updated hardware component in the production process. The most recent official firmware (4.17.0.159) isn’t compatible with this new hardware. If the firmware is updated to the .159 firmware and you are using one of the updated cameras, you will likely have difficulty connecting to the live stream although Event videos will still function.

We’re working on a Wyze Cam Outdoor firmware that’s compatible with both old and new hardware. Stay tuned for that update! It will come in the form of a base station update first which will then trigger an update for the camera itself. Once released, you can also manually flash the firmware if you have a microSD card handy and a way to put it into a computer. We anticipate this being available within the next few days. We apologize for any inconvenience this may have caused.

 

10/21/20 9:00 PM PT - The token and app issues have now been resolved. If you are still having difficulty with not being able to log in or see your devices in the Wyze app, please contact Wyze Customer Support.

5:44 PM PT - Some people's devices are becoming visible and then disappearing again. We're still not done resolving this and are working to get this stable for everyone as soon as possible.

5:21 PM PT - We found a problem with token validation and have resolved it. The service is returning to normal though it may take a little time for your devices to be visible again. Thank you for your patience.

4:40 PM PT - We are looking into an issue that is preventing Wyze devices from being visible in the Wyze app. This may also be impacting integration success such as with IFTTT. We apologize and will update with more information when we have it.

 

10/8/20 11:00 PM PT - We have implemented a fix. If you ran into this difficulty, please try the setup process again. If you continue to have trouble, please reach out to Wyze Customer Support.

1:00 PM PT - There is an issue preventing customers that did not previously have a Wyze account from setting up their Wyze Scale when using Android devices. This prevents customers from entering their body type, year of birth, height, or selecting athlete mode. We are working to resolve this and apologize for the difficulty.

 

10/2/20 4:00 PM PT - We have resolved the server error issue and appreciate your patience.

2:00 PM PT - We are working on the server errors that are occurring when trying to use the services.wyze.com page. If you are wanting to adjust your subscriptions but are having this trouble, please wait an hour and then try again. We apologize for the inconvenience.

 

10/5/20 12:30 PM PT - We are releasing firmware version 4.X.6.193 to the public today. This contains the fix for the time zone bug and you can download it from our Release Notes page. Flashing this new firmware will resolve the offline issue. If you would like to see the instructions for this, you can find them here. We're sorry for the difficulty this bug caused for some of you.

10/1/20 6:51 PM PT - The Wyze Cam 4.X.6.191 firmware has a time zone bug. If your local time zone is not between GMT-8 to GMT+8, you may have had your Wyze Cams go offline with a flashing blue light after upgrading. We are working on a permanent solution and have identified the root cause. In the meantime, here is a workaround:

1. You can always manually flash your firmware back to the last stable release version. Here are the instructions.

2. If you want to continue using the 4.x.6.191 firmware version, you can perform the following steps:

A. In your smartphone’s operating system settings, change the time zone to somewhere between GMT-8 to GMT+8, such as New York, or LA.

B. After making sure the time is changed on the operating system, go to the Wyze app, delete that device, and re-add it. You should be able to connect the camera to the network and view the live stream now. 

C. After your camera is connected to the network, you can now change the time zone on your operating system back to your local time zone. However, please do NOT use the “sync time” feature in the Wyze Cam's Settings. This means your camera will stay in a time zone between GMT-8 to GMT+8. When we have fixed this problem permanently, you will be able to sync your Wyze Cam to your local time zone again.

D. If you are still having trouble after following the previous instructions, perform a factory reset for the camera and then repeat steps A-C. The instructions for how to reset a camera can be found here.

 

9/30/20 12:00 PM PT - We have released new Wyze Cam v2 and Wyze Cam Pan firmware that should improve the "fragment not found" issue. If you continue to run into it, please try unplugging your Wyze Cam and plugging it back in. If that doesn't do the trick, please reach out to Wyze Customer Support.

9/14/20 1:00 PM PT- We are looking into an issue that is causing a "fragment not found" error when trying to review Event videos. We apologize for the difficulty and will resolve this as soon as we can. As a temporary workaround, exiting the Event page and entering it again several times can resolve this issue for a video you are trying to view.

 

8/28/20 11:00 PM  - This issue was resolved and Wyze devices should behave as expected. If a power cycle does not return your device's function, please reach out to our customer support team.

9:45 PM PT Thank you for your patience. We are working through the notification and status change backlog and expect this to be resolved by 5 AM PT or earlier. During this time, you may experience delayed notifications, repeated notifications, or actions (such as turning on or off a device) that you requested during the maintenance occurring quickly. We're sorry for any difficulty that may cause.

6:30 PM PT - Products such as Wyze Sense, Wyze Bulb, and Wyze Cam may have delayed notifications, status updates, or Rules due to our cloud service provider performing IoT maintenance. Your ability to view Wyze Cam live streams will be unaffected. We apologize for the inconvenience and are working to resolve the issue.

 

8/7/20 4:48 PM PT - The maintenance ended a couple of hours ago and all devices should be functioning properly. Thank you for your patience. If you have any difficulty with your Wyze devices, please contact Wyze Customer Support.

12:22 PM PT - Amazon Web Services (AWS) is performing maintenance on our servers. This may lead to products appearing to be offline, delayed notifications, and delayed setting changes. We apologize for the inconvenience and this will be resolved later.

 

8/5/20 9:16 PM PT - We have confirmed that the root cause was AWS IoT maintenance and that devices such as Wyze Cam, Wyze Cam Outdoor, Wyze Sense, and Wyze Bulb were impacted. Some people are reporting that their devices are reporting their statuses and responding properly now and we'll have this resolved as soon as possible. As your devices reconnect, you may see repeated notifications or setting changes catching up to the actions that were taken while the devices were offline. We apologize for the difficulty.

8:19 PM PT - We are looking into a possible server slowdown that may result in delayed notifications or setting changes with some Wyze products. Thank you for your patience.

 

7/17/20 10:18 PM PT You may have received a shipping confirmation email that was sent in error. We apologize for the inconvenience! Please rest assured that a new order has not been placed.

 

7/14/20 10:22 PM PT - We have identified and fixed the root cause. If you aren't able to see your Wyze Bulbs in the Wyze app yet, please fully close and open the app again. Thank you for your patience.

9:50 PM PT - Some Wyze accounts are not displaying the Wyze Bulbs connected to the account. This includes both the Home tab and the log submission area. We are working to resolve this now and will have it fixed shortly. We apologize for the trouble.

 

7/13/20 7:30 PM PT - We have received confirmation that this issue is resolved and that Wyze Band activity data is syncing properly to the cloud now. Thank you for your patience.

12:12 PM PT We have identified a cloud issue that began around 7/10 and is preventing the automatic activity data sync between Wyze Band and the cloud. The data sync appears to be successful in the app but the information is not properly stored in the cloud. Activity data is temporarily stored on your Wyze Band so you will not lose all of your activity data due to this issue and it will become available after the next successful data sync. We are working on the fix and are sorry for the poor experience.

 

7/7/20 10:44 PM PT - At around 7:00 PM PT to about 9:00 PM PT, AWS performed maintenance on the service we use for processing information for some Wyze devices. This led to delayed push notifications and status changes but should be resolved at this time. We're sorry for any inconvenience this may have caused.

 

6/4/20 11:35 AM PT - At about 3 AM PST, an update was made to the notification service that impacted some but not all users. Notifications for motion and person detection were sent to incorrect customers for about an hour before this change was reversed. These notifications only included text and had no images. They also did not lead to other customers' Events or live streams if selected. No photos or videos were compromised during this time.

This was resolved around 4 AM PST but customers saw the notifications later due to the inability to cancel a push notification that has been sent. We apologize for this experience and are looking into why this occurred to prevent this from happening again.

 

5/28/20 8:51 PM PT - A small set of customers may notice devices missing from their Home tab in the app. This is currently being resolved and should be fixed shortly. In the meantime, an Event triggering that device will make it visible in the Home tab again. We apologize for the inconvenience.

 

5/24/20 10:48 AM PT - We apologize for the late post about this one. On 5/23/20, we noticed posts about scheduled Rules not functioning properly around 8:00 PM. This server outage was resolved before 1:30 AM.

The way this outage occurred bypassed the methods set up for alerts and we're sorry for the inconvenience that this outage caused. We identified the root cause and changed the monitoring method to prevent this kind of outage from being missed in the future. Thank you for the reports and your patience.

 

5/20/20 4:30 PM PT - We are hearing reports that the Wyze forums are available again and Discourse reports having diagnosed and resolved the issue. Thank you for your patience.

4:02 PM PT - Our forum platform, Discourse, is experiencing a service interruption. They are investigating this now and will resolve it as soon as possible. We apologize for the inconvenience.

https://status.discourse.org/

 

4/21/20 1:15 PM PT We have been seeing reports of http://wyze.com being slow or encountering errors due to demand. We apologize for the inconvenience and are working to resolve this now.

Thank you for your patience. 
 

 

3/26/20 6:54 PM PT - All Wyze Locks should function normally now. We are wrapping up root cause analysis so we can prevent similar experiences in the future. Thanks for your patience during this process. If you have any trouble with your Wyze Lock, please reach out to our support team at support.wyzecam.com

3:49 PM PT - We have mostly resolved this issue. All locks that were installed prior to the outage should be functioning normally now. Locks that were installed (or reinstalled) during the outage will still experience problems with internet functionality. We have not determined the root cause and are continuing to investigate. Thank you for your patience.

12:53 PM PT - As of about 12:40 PM PT, Wyze Lock actions through the internet (such as unlocking the door remotely through the app) are not working properly. Bluetooth activity is still functioning at this time. We apologize for the inconvenience and are working to repair this as soon as we can.

 

2/11/20 1:20 PM PT - We have been receiving reports that some Wyze Cam Pans are no longer detecting motion. We are looking into this as our top priority and expect to have more information later today or early tomorrow.

In the meantime, flashing the firmware to any firmware version (including the current 4.10.5.98) is a temporary workaround. We're sorry about this and will resolve the issue as soon as possible.

2/17/20 12:35 PM PT - We have determined that most Wyze Cam Pans are unaffected by this issue and diagnosed the root cause as a critical file download failure. We're working on a long-term fix but rebooting your Wyze Cam Pan may help in some cases. If that fails, a firmware flash should resolve the issue.

Thank you for your patience.

  

1/22/20 1:00 PM PT - As some of you noticed, we paused the firmware upgrades for Wyze Cam v2 and Wyze Cam Pan yesterday. We found a couple of issues that did not surface during the beta testing rounds that would lead to load issues with our cloud and connectivity problems for people using Wyze Cams in groups on iOS devices.

We are still working on the fixes for these issues and they will require another firmware upgrade later. In the meantime, no further devices will be upgraded to the new firmware and we are working on solutions to these problems. We expect to have a resolution in the near future. If you are having trouble viewing groups after the firmware update, please contact our customer support team so we can help:

https://support.wyzecam.com/hc/en-us/requests/new

We apologize for this experience and appreciate your patience.

1/27/20 2:00 PM PT - The new Wyze Cam v2 and Wyze Cam Pan firmware ending in .98 has been released and addresses the previous issues with the .94 firmware. Thank you for checking in. Please note that this firmware and the 2.8 app update remove XNOR person detection from the Wyze app. We look forward to having our in-house person detection ready for everyone later.


1/02/20 6:00 PM PT - We have found a cloud issue leading to a slow down in status changes for Wyze devices. Wyze contact and motion sensors are the most affected by this and it could cause a delay of about 30 minutes for notifications and Rules. We are working on this and expect to have this resolved in about an hour. We apologize for the inconvenience.

6:06 PM PT - This issue should now be resolved. If you are still experiencing a delay with your Wyze products, please contact our customer support team here:

Wyze Customer Support

2019

2019

 

12/26/19 9:00 PM PT- We apologize for the delay and appreciate your patience. Adjustments to our 2FA service have been made and people running into the invalid phone number error should be able to log into the Wyze app now. If you are still having trouble logging into your app, please contact our customer support team.

Wyze Customer Support

5:00 PM PT - As of 4:30 PM, we began receiving word that 2FA is not functioning. We believe that this is likely due to many people trying to log back into the Wyze app at once. We are looking into this now.

Everyone should be required to login to their Wyze app again due to a security precaution taken this afternoon. You will also need to re-link integrations like Alexa, The Google Assistant, and IFTTT.

You can learn more here: https://forums.wyzecam.com/t/alleged-data-breach-12-26-2019/79046

 

11/27/19 7:37 PM PT - From our end, we are seeing data indicating that this problem has resolved. We have confirmed Event videos quickly being available for download using multiple accounts, cameras, and devices.

If you are continuing to see messages like, "This video does not exist," or, "Download failed," please contact our support team and let us know. Again, we're sorry for the trouble and appreciate your patience.

Support Request Form

4:06 PM PT - We have seen evidence of a 30-minute to 1-hour slowdown in being able to download Event videos from the cloud. Our team is looking into this now and we apologize for the issue.

5:37 PM PT - The Event video download problem was caused by a processing delay. We are working through this and expect this issue to be resolved in about 2-3 hours. Thank you for your patience.

 

11/15/19 1:30 PM PT - Wyze Cam v2 firmware version 4.9.5.36 has been released to the public and addresses this issue. Thank you for your patience as we worked on a solution.

If you are still experiencing difficulty with your Wyze Cams, please contact our Support Team.

10:41 AM PT - We have discovered a firmware problem that affected some but not all Wyze Cam v2s. The symptoms of this issue include motion detection, local recording, and push notifications not functioning. We will release a firmware update today that includes a fix for the affected Wyze Cams. We apologize for the inconvenience.

 

10/29/19 6:30 PM PT - It looks as if the iOS notification issue from today is now fully resolved. If you are still having difficulty with your notifications, please contact our customer support team through this link: 

Support Request Form

Thank you to everyone who helped us diagnose and resolve this issue. We apologize for the trouble.

3:01 PM PT - Some people's notifications are returning but we are not fully through the process yet. We will work through everything as quickly as we can to restore the service to everyone.

12:06 PM PT - We believe that we have identified the root cause and are working on a solution for missing iOS notifications now. Thank you for your patience.

10:40 AM PT - We have seen reports of push notifications failing to appear for people using iOS devices. We are looking into this and will update when we have further information. We apologize for the inconvenience.

 

9/6/19 11:00 PM PT Issue resolved. Our database a significant influx of requests, which created a backlog and slowed down query processing. Our database and servers are now stabilized. If users have any issues with an order they placed via the Wyze app or website please contact us

12:15 PM PT We ran into an issue receiving orders on both the Wyze app and website. Began looking into the root cause and solution.

 

8/28/19 8:22 AM PT - Issue resolved.

6:21 AM PT We found that our recently released app version 2.5 had issues communicating to our servers. This caused difficulty with login, connection errors, and event videos not displaying in the Event tab. We are working with AWS on this issue and we are monitoring it closely. We are sorry for the inconvenience.

 

8/22/19 11:48 PM PT - Issue resolved.

6:07 PM PT - Posted update "The server maintenance is taking longer than the initial forecast and services may still be unstable for some customers. We will update once we have more information."

5:23 PM PT - Posted update "The server load is improving but is not fully resolved with some issues with logging in, automation, and feedback submission. We are performing server maintenance to further address this problem and it may make the system unstable for the next 20-25 minutes. We apologize again."

4:40 PM PT - Posted update "We are seeing levels returning toward normal so service should be restored for most people. If you are still having difficulty logging in, setting up new devices, using existing devices, viewing event videos, or using voice assistants, please let us know!"

3:35 PM PT - Our engineers identified a server spike that is impacted Wyze services involving login, app usage, and event video submission. Began investigating root cause and fix.

 

10/3/19 - Sent out an additional email to a small group of customers that may have received cameras missing a small resistor necessary for the MicroSD card to be recognized by the camera. Users that received this email can check if their camera is affected here: https://replacement.wyzecam.com/

9/12/19 - Sent out a fifth email.

9/3/19 - Sent out a fourth email.

8/16/19 - Sent out a third email.

8/16/19 - Sent out a second email to a small group of customers that may have received cameras missing a small resistor necessary for the MicroSD card to be recognized by the camera. Users that received this email can check if their camera is affected here: https://replacement.wyzecam.com/

8/6/19 - We sent out an email to a small group of customers that may have received cameras missing a small resistor necessary for the MicroSD card to be recognized by the camera. Users that received this email can check if their camera is affected here: https://replacement.wyzecam.com/

 

08/10/19 6:50 PM – Issue resolved. Our Service Provider was able to identified and fix the issue. We confirmed that the server update fixed the issue on users side as well.

4:00 PM – Sent a ‘Service Advisory’ notice was sent out to users. We also had better understanding of the impact to users and that up to 3% of cameras may have experienced the issue.

12:00 PM – Posted on social media to inform users about the issue. Investigation showed only newly setup cameras may be affected by the issue.

10:00 AM – We received multiple reports from different channels that our users cannot connect to their cameras outside of their home network. Began investigating issue.

 

08/10/19 10:30 AM – Issue resolved. We found a solution that could be implemented from our cloud to get all devices back to normal. It took us about 2 hours to deploy the fix to all users. The fix was verified by users and we posted the update on social media.

 9:53 PM – Found workaround that if users manually turned off and on the bulb it would fix the issue. Updated users on social media.

7:18 PM – Identified a few spikes of AWS IoT connection events for Wyze devices (especially Wyze Bulb). Devices would appear online but not respond to any commands. We suspected this was related to updates on the AWS side and high priority ticket was filed and monitored.

We started to see device IoT connection activities return to normal, however, the huge spike caused a processing backlog on Wyze server. We expected the backlog would take a few hours to finish processing and began exploring workarounds and other solutions.

6:54 PM – Posted notice on social media: “We are looking into a server problem that is impacting Wyze Bulb. We're adding servers to help with balancing and investigating the cause. We apologize for the inconvenience and will provide more information as it becomes available.”

4:00 PM - Received reports from some users that they are no longer able to control their Wyze Bulb through the Wyze app.

 

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