My Wyze Cam v3 Pro's live stream is not loading properly.

Problem

Your Wyze Cam v3 Pro shows as offline in the Wyze app. You are unable to view the live stream, change your settings, or make any updates to your camera.

Troubleshooting

1. Confirm your 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 If you find that your Wyze app is out of date, head over to your mobile device’s app store, and update the Wyze app.
2. Check that your Wyze Cam v3 Pro's firmware is up to date.
   1. You can check this by going to the Account tab > Firmware Update.
   2. If there is an update available for the camera, please move forward with updating it.
3. Switch the live stream quality between 2.5K, SD, and 360 to see if there's a change.
   • You may be experiencing low internet upload speeds. 360p uses the least amount of bandwidth.
4. Power cycle the camera by unplugging it from its power source for 5 seconds and then plugging it back in.
5. Submit a log.
   1. In the Wyze app, go to Account > Wyze Support > Submit a Log.
   2. Select the affected device or service then select the relevant issue category.
   3. Enter any relevant details or associated support ticket numbers in the Details section. You can also tap the plus icon + to add any relevant pictures or videos.
   4. Make sure the Send log files option is checked to ensure the logs are included.
   5. Tap Submit.
   6. Note: App logs are sent directly to our engineering team to use toward improving future app and firmware releases and will not receive a reply. These logs cannot be accessed or reviewed by our support team.
6. Factory reset the camera and set it up as a new device. (Only do this after sending a log first!)
   1. Remove any microSD card inserted in the camera.
   2. With the camera plugged into power, press and hold the SETUP button on the bottom of the camera for 10 seconds until the status light on the front of the camera turns solid red.
   3. Once the status light starts flashing red, set up the camera as new.
7. Reboot your router.