My Wyze Sense Hub is showing offline.

Problem

While looking at the Home tab of the Wyze app, Wyze Sense Hub is offline or you're unable to complete pairing during setup. Under the device’s name, it will say “Offline” in red.

Troubleshooting

1. Check if your other devices are connected.
   • If you have other Wyze devices, look for the offline icon next to any of those. If you see multiple devices offline, there may be an issue with your Internet service provider.
2. Connect Wyze Sense Hub to your router via Ethernet.
   • While you can connect via Wi-Fi, a hardwired connection is more stable.

3. If your Wyze Sense Hub is still offline, please try rebooting it.

   • To do so, press and hold the Reset button on your Wyze Sense Hub for 8 seconds until the LEDs in the center turn off, then on. Wait until all three LEDs are lit and steady. Once steady, your Wyze Sense Hub has restarted and may have reconnected. Reload the Wyze app to check if it's online.

4. Set up your Wyze Sense Hub again.
   • If you've confirmed that your Internet is stable and online, try to add the hub to your account again. 

     1. In the Wyze app, tap Home, then tap the plus sign + on the top right.

     2. On the Add menu, tap Device.

     3. Single-press the Reset button on the back of the hub.
     4. Follow the in-app instructions to set up the hub.
   • You will not need to delete the hub in the app or re-add your sensors.
5. Confirm your Wi-Fi connection is 2.4 GHz (5 GHz connections are not supported).

6. Confirm the Wyze app is up to date.

   1. In your Wyze app, navigate to the Account tab > tap About.

   2. Your current app version will be listed beneath the Wyze logo.

   3. Compare your app version to the latest app version listed on our Release Notes & Firmware page.

   4. If you find that your Wyze app is out of date, head over to your mobile device’s app store, and update the Wyze app.

7. Confirm that your Wyze Sense Hub firmware is up to date. 

   • Firmware version 4.32.7.177 and above has an update for auto-reconnect for offline hub issues.

8. Are you using a VPN?

   • If yes, then disconnect from the VPN via the app or home network.

9. Make sure the hub is connected to the router using the included Ethernet cable.

   • If your firmware is not up to date, please update the firmware again when it’s connected via Ethernet.

10.  What is the color of the status light? If there is no status light, it is likely that your Wyze Sense Hub is not getting power.

    1. Confirm your Wyze Sense Hub is plugged into a power outlet.

    2. Plug the hub into a different power outlet.

    3. Try using a different power cable.

    4. If you still aren't receiving power, try to send us a log (see step 12).

11. If there are flashing lights, your Wyze Sense Hub may still be trying to connect to the Wi-Fi network.
    • Check that your Wi-Fi network is working properly.
12. If none of the above steps have worked, please submit a log so our engineers can review it.

    1. On the top pop-up, click on Report an issue.

    2. After the “Get the latest log” page shows, wait for a few seconds.

    3. “Get the latest log” should change to “Log gathered!” and the Continue option should display.

    4. Note: Logs are sent directly to our engineers. Our support team is not able to access or view the status of these logs.