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Archived Service Advisory Events

2023

2023

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.

 

 

2022

2022

11/30/22 7:25 PM PT - Our metrics are back at healthy levels and it looks like this outage is resolved. We'll continue looking into the root causes of this week's outages to fix them. If your devices are still offline, please try power cycling them and contact our support team at support.wyze.com if that doesn't bring them back online.

6:47 PM PT - Recovery is still progressing. Our metrics are looking better and we're seeing some reports of improvement in the communities. We'll keep you updated about our progress.

6:14 PM PT - We are seeing signs of recovery but this is not resolved yet. We'll get everything working for folks as soon as possible. Thank you for your patience.

5:49 PM PT - We are looking into issues preventing logging into the app and using Wyze Bulbs, Wyze Plugs, the device list, and integrations such as Alexa. Our team is looking into it now and we apologize for any inconvenience.

 

11/29/22 6:22 PM PT - Our metrics are looking good and we're not receiving new contacts about this issue. We believe that this is resolved though we'll keep an eye on our metrics. If you're still having difficulty with your Wyze app or devices, please reach out to support.wyze.com.

5:42 PM PT - We see partial recovery on most of our systems and our metrics are still improving. This is not fully recovered but we're getting toward that point and are seeing support contacts slow down and positive reports from community members. Thank you for your patience during this time.

4:57 PM PT - We are continuing to work on the backed up traffic and are taking measures from our side so we can catch up. We'll continue updating this page as we progress.

4:26 PM PT - We identified a problem leading to failed device list updating with error code -1 or -999 depending on Android or iOS devices. We are waiting for the built-up traffic and caches to clear but folks are reporting improvement already. We appreciate your patience and everyone that let us know about this problem.

 

11/25/22 10:27 AM PT - Our SMS provider, Twilio, is experiencing delays in text messages due to Black Friday and Cyber Monday volume. We're reaching out to them about this but you may experience 2FA text messages delayed by 20 minutes to half an hour in the meantime. We apologize for the difficulty.

 

11/9/22 8:13 PM PT - We have resolved the cause of the delayed Cam Plus Lite notifications. We will continue to keep an eye on things tonight but notifications should return to normal. If you continue to have troubles please reach out to Wyze Customer Support. Thank you for your patience and have a great night.

6:50 PM PT - We have found and are working to resolve the root cause. We are hoping to get everything back to normal soon Thank you for your continued patience.

5:00 PMPT - We are still working on this issue and currently do not have an ETA. Users will experience very delayed notifications on Cam Plus Lite however videos should not be affected.

2:30 PM PT  - We are currently experiencing an issue that is creating a delay in Cam Plus Lite notifications.


10/19/22 11:30 PM PT
  - Google reverted the change they were working on and this resolved the issue. If you continue having trouble with your Google integration, please contact our support team through support.wyze.com.

8:30 PM PT - We have identified the problem and are working toward a resolution. In the meantime, disabling the integration and setting it up again has helped people. Thank you for your patience.

8:15 PM PT - Our integration with Google Assistant isn't working properly. This can lead to issues like failed commands and missed schedules. We apologize for the inconvenience and are working on resolving this.

 

10/19/22 7:27 PM PT - Thank you for your patience! Twilio reports that their service has recovered. If you continue having trouble, please reach out to support.wyze.com.

1:35 PM PT - Twilio is still experiencing SMS delivery delays that may be affecting some of our customers. They are working with their carrier partner to resolve this issue.

10:22AM PT - Twilio has reported outages that may be affecting some of our users. In some instances, we are seeing significantly delayed SMS messages with the 2FA code. Twilio is aware and is working to restore function.

 

10/7/22 11:10AM PT - We believe we have identified the root cause and things should start recovering. We will continue to monitor this throughout the day.

10:38 AM PT  - We are experiencing issues with the cloud services that can affect logging in, high latency and missed notifications. We are currently looking into the cause.

 

9/28/22 3:40 PM PT - AWS is reporting that the server issues are resolved and things are coming back to normal. We will keep watching this throughout the evening but our services should be coming back to normal. Thank you.

10:05 AM PT - AWS is experiencing an outage that is affecting access to the Home Monitoring Service and Cam Plus Pro tabs in the Wyze app. Cam Plus users may also see an increased latency with Alexa and Google streaming and an increased error rate of event replay. The SMS service has also been impacted and users may experience issues using SMS for login.

 

8/11/22 2:40 PM PT - All of our services should be fully recovered and we are continuing to look into the root cause. Thank you for your patience and we apologize for any difficulty caused by this event.

2:00 PM PT - We are working to restore access to services. Cam Plus, Cam Plus Pro, and Wyze Home Monitoring users should see some improvement. However, Cam Plus Lite customers may experience lost video recordings and AI detection starting at 11:50 AM Pacific. We are working on resolving this issue and balancing traffic.

1:00 PM PT - There is an issue preventing access to membership services, in-app purchases, Cam Plus, and Wyze Home Monitoring pages. We are looking into it now and suspect it is related to today's AWS server outage. We are working on it now and request that you check back later if you've been impacted.

 

7/28/22 11:11 AM PT - Our support platform, Zendesk, has been experiencing intermittent outages today. This has resulted in dropped calls and chats before our agents have been able to log contact information for the customer. We apologize for the inconvenience and request you try again later if this happens to you.

 

7/25/22 10:38 PM PT - We have confirmed our recovery and Events should function normally at this point. If you are having trouble with Events or notifications, please contact Wyze Customer Support.

10:04 PM PT - We are trying a solution and currently expect a quick recovery. We're going to give a few minutes to see what the impact is before deciding on next steps. Thank you for your patience.

9:40 PM PT - We are working on a throttling issue with the AWS team that is causing failed Event uploading. This will also prevent notifications for Events to be sent out. We apologize and will resolve this as soon as we can.

6/6/22 3:41 PM PT - We have a fix in place! If you still can't log into wyze.com or services.wyze.com, please try using a different browser or clearing your browser cookies. If you continue to have trouble, please let us know through Wyze Customer Support.

3:18 PM PT - We believe we've identified the root cause and are working on resolving it. Thank you for your patience.

2:36 PM PT - We're working on resolving a website issue that prevents users from logging in through wyze.com and services.wyze.com. Sorry about that! We'll resolve it as soon as possible.

 

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!

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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