I have two cam pan V3’s, both of which are waiting to be mounted outside.
I have added and initialized the cameras in my app. I discovered there is a physical stop to the rotation of the cameras. On one camera the physical stop is in the same spot the cable goes out from the connection, but on the other camera it is off and discovered that the stop moves whenever I try to set that to where the camera is mounted at the house.
When I first tried it the camera stopped at the 2 o’clock position, based on the idea that the normal stop is at the 12 o’clock position (where the cord comes out in the back of the camera. I then adjusted it so the 2 o’clock position was at the back, but then the camera would stop at the 6 o’clock position. It seems every time I change the position so it stops at the house the stop position changes.
Is there something I can do to get this to working correctly or should I contact Wyze support?
Not sure what you mean by adjusting the physical stop, you shouldn’t be able to change that. If you can, then there is something physically wrong and you should exchange the camera. But are you sure it is the physical stop that is changing?
When you reboot the camera, it should go through a calibration and hit the physical stops during that, if you’ve been trying to move the circle base manually with the camera powered on, that’s going to confuse the camera until it reboots and calibrates again, at which point it should go back to normal (stopping at your last set position but able to rotate 180 degrees in each direction when the cord is facing the back).
To put it another way, set the camera on something flat with the cord facing back. Power it up, wait for it to calibrate, then use the app to move it side to side. If it doesn’t almost completely face the wall in both directions, sounds like a physical defect.
You can try going to Settings, Advanced Settings, Motor Controls and then select the Reset Position.
This is supposed to reset the Motor and correct position issues.
I did that and hoped it would work but it does not.
Something tells me the mechanical stop inside the camera is messed up.
I am going to contact Wyze support on this.
It is currently going through another Firmware update so far it seems there is an update every single time I start the camera, so maybe one of these could fix it.
I’m not physically adjusting the physical stop, I am literally unscrewing the mounting screw and turn the whole camera so that where the physical stop currently is will be at the back where the mount is. But every time I do that the physical stop moves to a completely different spot.
Just to reiterate I am not trying to manually turn the camera while holding the base, I am removing the mounting screw (aka the single mounting screw that screws into the mount for the wall) and turning the whole device.
Always good to log the issue. They might offer a solution or provide engineers with some information to look into.
The firmware updates won’t change anything.
Even if not manually turning the camera, it can happen while mounting/tightening the screw, etc. I would do a factory reset on the camera by holding the setup button for like 15-20 seconds. It should then reboot, calibrate, and stop in the centered position with the power cord sticking straight out the back (or fairly close to it, it isn’t perfect). If that isn’t the case, exchange it, something is physically wrong with it.
I did the firmware updates as directed by the Wyze support bot so I thought there was a little chance it could fix something.
Even after doing a factory reset it still will not reposition the physical stop to where the cord comes out. I also noticed something after the factory reset. It wasn’t smooth when turning counter clockwise, it was jittery or jumping as it moved. After I ran it again clockwise the counterclockwise motion was smooth again.
Hopefully Wyze support will be available tomorrow to see what else can be done other than a replacement. Although it will probably need to be replaced.
Sounds like the gears are slipping which would explain the “stop” moving. Replacement is the only thing they’re going to be able to offer. If you’re within the return period of wherever you bought it, just exchange it through them (even if wyze, their store should have its own order support and can set that up rather than a warranty replacement).
… and it gets worse.
As I was following the procedures as outlined by the tech support (even though I had already done everything in his list) the camera stopped working. Like completely, it doesn’t even come on when I plug it in anymore. I tried the other camera with the same PSU and outlet and it works fine, so definitely the camera. I let them know,
I just hope it isn’t to long till they can send a replacement.
It gets worse.
Now I am having issues with support.
I had all the info in for Wyze. I ordered the camera at the beginning of this month from the Wyze web store and received it on December 13th. I submitted the warranty replacement this last weekend and today I get this in email; “Thanks for providing your information. We would like to proceed with the warranty process however, it looks like your device is outside of the warranty period and unfortunately is not eligible for any warranty claim.”
They have the order number so I am not even sure how they can say it is outside the warranty period.
I am trying several other ways to contact them and nothing is working.
I called the direct support number and was able to resolve it.
Apparently the team that handles warranties was not able to see my order on their website and I had to submit images of the order page (from the Wyze website) along with the MAC address of the camera with an issue. The support I talked with said that everything looks good and to keep an eye out for the replacement approval and the shipment emails.
Nothing yet but hopefully this is resolved.
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