Recently Resolved Service Issues

3/26/20 Internet-Reliant Wyze Lock Features Not Functioning 

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.

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.

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

 

2/11/20 Wyze Cam Pan Motion Detection Issue 

2/11/20 1:20 PM PT - We have been receiving reports that some Wyze Cam Pans are no longer detecting motion. We are looking into this as our top priority and expect to have more information later today or early tomorrow.

In the meantime, flashing the firmware to any firmware version (including the current 4.10.5.98) is a temporary workaround. We're sorry about this and will resolve the issue as soon as possible.

2/17/20 12:35 PM PT - We have determined that most Wyze Cam Pans are unaffected by this issue and diagnosed the root cause as a critical file download failure. We're working on a long-term fix but rebooting your Wyze Cam Pan may help in some cases. If that fails, a firmware flash should resolve the issue.

Thank you for your patience.

  

1/22/20 Group Connectivity and Cloud Issue with Update

1/22/20 1:00 PM PT - As some of you noticed, we paused the firmware upgrades for Wyze Cam v2 and Wyze Cam Pan yesterday. We found a couple of issues that did not surface during the beta testing rounds that would lead to load issues with our cloud and connectivity problems for people using Wyze Cams in groups on iOS devices.

We are still working on the fixes for these issues and they will require another firmware upgrade later. In the meantime, no further devices will be upgraded to the new firmware and we are working on solutions to these problems. We expect to have a resolution in the near future. If you are having trouble viewing groups after the firmware update, please contact our customer support team so we can help:

https://support.wyzecam.com/hc/en-us/requests/new

We apologize for this experience and appreciate your patience.

1/27/20 2:00 PM PT - The new Wyze Cam v2 and Wyze Cam Pan firmware ending in .98 has been released and addresses the previous issues with the .94 firmware. Thank you for checking in. Please note that this firmware and the 2.8 app update remove XNOR person detection from the Wyze app. We look forward to having our in-house person detection ready for everyone later.


1/02/20 Slow Status Changes for Wyze Devices

6:00 PM PT - We have found a cloud issue leading to a slow down in status changes for Wyze devices. Wyze contact and motion sensors are the most affected by this and it could cause a delay of about 30 minutes for notifications and Rules. We are working on this and expect to have this resolved in about an hour. We apologize for the inconvenience.

6:06 PM PT - This issue should now be resolved. If you are still experiencing a delay with your Wyze products, please contact our customer support team here:

Wyze Customer Support

 

12/26/19 2FA SMS Messages Not Sending

5:00 PM PT - As of 4:30 PM, we began receiving word that 2FA is not functioning. We believe that this is likely due to many people trying to log back into the Wyze app at once. We are looking into this now.

Everyone should be required to login to their Wyze app again due to a security precaution taken this afternoon. You will also need to re-link integrations like Alexa, The Google Assistant, and IFTTT.

You can learn more here: https://forums.wyzecam.com/t/alleged-data-breach-12-26-2019/79046

9:00 PM PT- We apologize for the delay and appreciate your patience. Adjustments to our 2FA service have been made and people running into the invalid phone number error should be able to log into the Wyze app now. If you are still having trouble logging into your app, please contact our customer support team.

Wyze Customer Support

 

11/27/19 Firmware Problem Affecting Motion Recording 

4:06 PM PT - We have seen evidence of a 30-minute to 1-hour slowdown in being able to download Event videos from the cloud. Our team is looking into this now and we apologize for the issue.

5:37 PM PT - The Event video download problem was caused by a processing delay. We are working through this and expect this issue to be resolved in about 2-3 hours. Thank you for your patience.

 

11/27/19 7:37 PM PT - From our end, we are seeing data indicating that this problem has resolved. We have confirmed Event videos quickly being available for download using multiple accounts, cameras, and devices.

If you are continuing to see messages like, "This video does not exist," or, "Download failed," please contact our support team and let us know. Again, we're sorry for the trouble and appreciate your patience.

Support Request Form

 

11/15/19 Firmware Problem Affecting Motion Recording

10:41 AM PT - We have discovered a firmware problem that affected some but not all Wyze Cam v2s. The symptoms of this issue include motion detection, local recording, and push notifications not functioning. We will release a firmware update today that includes a fix for the affected Wyze Cams. We apologize for the inconvenience.

1:30 PM PT - Wyze Cam v2 firmware version 4.9.5.36 has been released to the public and addresses this issue. Thank you for your patience as we worked on a solution.

If you are still experiencing difficulty with your Wyze Cams, please contact our Support Team.

 

10/29/19 iOS Push Notifications Failing To Appear

10:40 AM PT - We have seen reports of push notifications failing to appear for people using iOS devices. We are looking into this and will update when we have further information. We apologize for the inconvenience.

12:06 PM PT - We believe that we have identified the root cause and are working on a solution for missing iOS notifications now. Thank you for your patience.

3:01 PM PT - Some people's notifications are returning but we are not fully through the process yet. We will work through everything as quickly as we can to restore the service to everyone.

6:30 PM PT - It looks as if the iOS notification issue from today is now fully resolved. If you are still having difficulty with your notifications, please contact our customer support team through this link: 

Support Request Form

Thank you to everyone who helped us diagnose and resolve this issue. We apologize for the trouble.

 

9/6/19 App and Web site not receving orders

11 PM PT Issue resolved. Our database a significant influx of requests, which created a backlog and slowed down query processing. Our database and servers are now stabilized. If users have any issues with an order they placed via the Wyze app or website please contact us

12:15 PM PT We ran into an issue receiving orders on both the Wyze app and website. Began looking into the root cause and solution.

 

8/28/19 App and Login Issue

8:22 AM PT - Issue resolved.

6:21 AM PT We found that our recently released app version 2.5 had issues communicating to our servers. This caused difficulty with login, connection errors, and event videos not displaying in the Event tab. We are working with AWS on this issue and we are monitoring it closely. We are sorry for the inconvenience.

 

 

8/22/19 App and Login Issue

11:48 PM PT - Issue resolved.

6:07 PM PT - Posted update "The server maintenance is taking longer than the initial forecast and services may still be unstable for some customers. We will update once we have more information."

5:23 PM PT - Posted update "The server load is improving but is not fully resolved with some issues with logging in, automation, and feedback submission. We are performing server maintenance to further address this problem and it may make the system unstable for the next 20-25 minutes. We apologize again."

4:40 PM PT - Posted update "We are seeing levels returning toward normal so service should be restored for most people. If you are still having difficulty logging in, setting up new devices, using existing devices, viewing event videos, or using voice assistants, please let us know!"

3:35 PM PT - Our engineers identified a server spike that is impacted Wyze services involving login, app usage, and event video submission. Began investigating root cause and fix.

 

8/16/19 V2 Units Missing R65 Resistor Update

10/3/19 - Sent out an additional email to a small group of customers that may have received cameras missing a small resistor necessary for the MicroSD card to be recognized by the camera. Users that received this email can check if their camera is affected here: https://replacement.wyzecam.com/

9/12/19 - Sent out a fifth email.

9/3/19 - Sent out a fourth email.

8/16/19 - Sent out a third email.

8/16/19 - Sent out a second email to a small group of customers that may have received cameras missing a small resistor necessary for the MicroSD card to be recognized by the camera. Users that received this email can check if their camera is affected here: https://replacement.wyzecam.com/

8/6/19 - We sent out an email to a small group of customers that may have received cameras missing a small resistor necessary for the MicroSD card to be recognized by the camera. Users that received this email can check if their camera is affected here: https://replacement.wyzecam.com/

 

8/10/19 Camera Connectivity Issue:

08/10/19 6:50 PM – Issue resolved. Our Service Provider was able to identified and fix the issue. We confirmed that the server update fixed the issue on users side as well.

08/10/19 4:00 PM – Sent a ‘Service Advisory’ notice was sent out to users. We also had better understanding of the impact to users and that up to 3% of cameras may have experienced the issue.

08/10/19 12:00 PM – Posted on social media to inform users about the issue. Investigation showed only newly setup cameras may be affected by the issue.

08/10/19 Morning – We received multiple reports from different channels that our users cannot connect to their cameras outside of their home network. Began investigating issue.

 

8/9/10 Bulb Issue:

08/10/19 10:30AM – Issue resolved. We found a solution that could be implemented from our cloud to get all devices back to normal. It took us about 2 hours to deploy the fix to all users. The fix was verified by users and we posted the update on social media.

08/09/19 9:53PM – Found workaround that if users manually turned off and on the bulb it would fix the issue. Updated users on social media.

08/09/19 7:18 PM – Identified a few spikes of AWS IoT connection events for Wyze devices (especially Wyze Bulb). Devices would appear online but not respond to any commands. We suspected this was related to updates on the AWS side and high priority ticket was filed and monitored.

We started to see device IoT connection activities return to normal, however, the huge spike caused a processing backlog on Wyze server. We expected the backlog would take a few hours to finish processing and began exploring workarounds and other solutions.

08/09/19 6:54 PM – Posted notice on social media: “We are looking into a server problem that is impacting Wyze Bulb. We're adding servers to help with balancing and investigating the cause. We apologize for the inconvenience and will provide more information as it becomes available.”

08/09/19 4:00 PM - Received reports from some users that they are no longer able to control their Wyze Bulb through the Wyze App.

 

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