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  4. Home Monitoring Troubleshooting

I cannot get my Wyze Sense Hub connected.

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Brenda

Problem

You're unable to connect a Wyze Sense Hub to your Wyze account. The pairing step fails.

Troubleshooting

  1. Check that the hub is connected to power.
    • One or all of the lights on the hub should be lighting up.
  2. Make sure you're on the latest version of the Wyze app. 
    1. If you're on an older version of the Wyze app, you won't be able to set up a Wyze Sense Hub. You may not see the device at all when you go to Add Device > Sensors.
  3. Make sure the Wyze app has Bluetooth permissions enabled in your phone's Settings app.
  4. If you're connecting via WiFi, check your WiFi connection:
    • Make sure your phone or tablet son a 2.4 GHz network.

      1. On iOS: In the Settings app, tap Wi-Fi to see your network name.

      2. On Android: In the Settings app, tap  Wireless & networks or Connections to see your network name.

        • Depending on your device, these options may be different. 

      3. If you only see one network that belongs to you, it should be a 2.4 GHz network.

      4. If you see two or more networks that belong to you, select the one that does not include the following: 5, 5G, 5 GHz, 5g. If it has "5" in the name, do not connect to it.

    • Forget all WiFi networks, restart your phone or tablet, then reconnect to your 2.4 GHz network.

      1. On iOS: In the Settings app, tap General > Reset > Reset Network Settings.

      2. On Android: In the Settings app, tap General management or System, tap Reset or Reset Options > Reset Network Settings. Confirm the reset.

      3. Try to set up your hub again.
    • Restart your WiFi router, then reconnect to your 2.4 GHz network.
      1. Turn off your router for 3 minutes, then turn it back on and let it connect.
      2. Try to set up your hub again.
  5. Try an ethernet cable instead of a WiFi connection.
  6. If you still cannot connect.
    1. Press and hold the Reset button on the back of the hub for 10 seconds. This will power cycle the hub.
    2. Try to connect the hub again.

If you're still having issues getting your Wyze Sense Hub connected, please reach out to our support team for more help.

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