Wyze Palm Lock Setup Troubleshooting

Problem 

Your Wyze Palm Lock is unable to be set up. 

Troubleshooting

1. Ensure the main battery is fully charged before beginning the setup process.
   • It takes about 9 hours to fully charge the main battery from 0-100%.  
   • Once fully charged, there will be 2 solid green lights on the main battery.
   • Note: The backup battery can only be charged by the main battery, and only when both are installed in Wyze Palm Lock.
2. Confirm that 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 If you find that your Wyze app is out of date, head over to your mobile device’s app store and update the Wyze app.
3. Ensure that Bluetooth® is enabled for the Wyze app in the phone/tablet settings.
   • Toggle Bluetooth® off/on.
4. Verify that Location Permissions are enabled for the Wyze app in the phone/tablet settings.
   1. Make sure that it is set to Always or While Using the App.
   2. For iOS users, make sure that Precise Location is turned on.
5. If possible, temporarily disable any VPNs on the mobile device or Wi-Fi router.
6. Ensure that the phone/tablet is connected to the same 2.4 GHz network that is being entered at the Select your network step, that the SSID (Wi-Fi name) is being entered correctly, and that the network is functioning normally.  
   • Wyze Palm Lock is not compatible with 5 GHz Wi-Fi networks.  
   • The SSID is case-sensitive, and there should be no space before or after the SSID.  
   • The SSID should automatically populate if the user is connected to Wi-Fi. If it does not auto-populate, it can indicate the phone/tablet that is being used for setup is not connected to Wi-Fi.  
7. Check that the Wi-Fi password is entered correctly.  
   • Tap on the eye icon to view the password entered.  
8. Verify that there is a strong Wi-Fi signal at the installation location.
   • Ensure the phone is connected to the same 2.4 GHz Wi-Fi network that the lock is trying to connect to.  
   • Temporarily disable cellular data.
   • Keep the phone near the installation location and check the signal strength.
9. If it has a poor signal, try moving the router closer to the lock.
10. Reboot the Wi-Fi router.  
11. Power cycle Wyze Palm Lock.
    1. Remove the main battery pack completely for 10 seconds, then place it back into the lock, ensuring it is seated firmly.
12. Factory reset Wyze Palm Lock.
    1. Remove the cover on the interior assembly by pressing in and up on the top portion of the interior assembly.
    2. Press and hold the reset button for 8 seconds until the status light begins pulsing red.
    3. Once the status light starts pulsing red, set up the lock as new.