Service Status & Known Issues

SERVICE STATUS UPDATE

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.

 

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.

 

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.

10/2/20 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 PTThank 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 PTYou 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 PTWe 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 PTWe 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.

  

View Recently Resolved Service Issues

View Software and Firmware Known Bugs

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