Wyze Lock setup troubleshooting

If the Lock is failing setup when you try connecting it to the Gateway, try the troubleshooting on this page.

Check the app version

Check the app store to make sure there isn't an update available for the Wyze app. It's always best practice to make sure you have the latest version installed to ensure the setup goes smoothly.

Cycle your phone/tablet's WiFi and Bluetooth

Before trying anything else, turn off your phone or tablet's WiFi and Bluetooth, then turn them back on. This should help make sure it's communicating properly. 

If using a Motorola device, ensure that you have GPS enabled as some Motorola devices require GPS be enabled for Bluetooth to function.

Power-cycle your phone or tablet

Similar to toggling the WiFi and Bluetooth, turning your phone off/on can help make sure it's communicating properly with both the Gateway and the network.

Check the Gateway

In the Wyze app, check to make sure the Gateway is showing as Online. You can use this as an opportunity to make sure the Gateway is running the latest firmware. 

To check the Gateway's firmware:

  1. Open the Wyze app
  2. Tap the Gateway's listing on the Home tab to access its Product Page
  3. Check to make sure the Gateway is showing as Online
    Screenshot_20191105-113110.png
  4. Tap the SettingsGear.png icon in the top right to access the Settings
  5. Tap the Firmware listing to make sure the latest version is installed

If your Gateway is showing as Offline, check out the Gateway connection troubleshooting article for additional steps you can try.

Move the Gateway closer to the Lock

Since the Gateway needs to connect to the Lock via Bluetooth, make sure that it's close enough for this communication to happen. If you're unsure, moving the Gateway closer to where you've mounted the Lock is always a good troubleshooting step.

Check the batteries

If using the batteries that were included with your Wyze Lock, please check to make sure they're properly seated and oriented to where the + on each battery is facing the right way. Once you're sure the batteries are properly installed and seated, fold down the battery latches to make sure they stay in place.

If not using the batteries that were included with your Wyze Lock, please try switching them out with a different set.

Ensure the Lock is in Pairing mode

As outlined in the Setup Guide, press and hold the pairing button at the top of the lock until you hear a beep. From there, release the button and make sure the light on the Lock is flashing green.

Note: DO NOT continue to hold the pairing button after hearing the beep. Holding the button for too long after the beep can cause it to leave pairing mode.

If you don't hear a beep or don't see the light flash, please contact Support so one of our Wizards can help you find a resolution.

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