I am getting just 12 second clips at best.
With Cam Plus should it not be as long as 6 minutes?
How to extend the event playback?
My settings:
Wyzw Cam v3 Pro
Firmware Version 4.58.14.3289
Activation Date 11-06-2022
Cam Plus
Detection Settings:
Sensitivity
Detection Zone is On - covers the whole courtyard
Event Recording
Motion in ON
All Events has a dot.
Customize Detection’s
Motion: Tag checked for: Person, Pet, Vehicle, Package, Other Motion.
Record MicroSD Card set to Continuous.
Search came up with this:
Cam Plus:
With Cam Plus, the event videos are stored in the cloud. The length of the video depends on the duration of the motion. If motion is detected for 6 minutes, the event video will be 6 minutes long
Scheduled Event Recording (SD Card):
If you enable scheduled event recording to an SD card, you can set a maximum duration for each event video. You can choose up to 5 minutes, and the camera will continue to record in segments as long as motion is detected, up to that 5-minute limit.
They should go for as long as there is motion. Once motion stops, so does the recording.
Did you ever have Cam Lite on your account? If so try doing “reset services” on the cam to see if it somehow is inheriting that 12 second limit (the v3 Pro doesn’t support cam lite but it may be still in your account somewhere).
Makes sense. But with Wyze, you never know. This morning I had a cloud event recorded but the event image shown on the app was from a different camera.
I had “reset services” when I had to roll back the firmware in May. I did it again this Sunday. The issue of 12 secs started sometime before May. I do have Cam Plus. I never did have Cam Lite.
Click into the “AI-powered search” box in the middle of the page and enter create ticket.
Click Yes, that is correct..
Repeat Step #3 or enter yes. ( UGH! )
When the “No, I want an agent.” option appears, enter no.
Enter product.*
Enter other.*
Enter ticket.
Enter your contact details and a brief issue description (include a Log ID if you have one) and click Submit.
* Make your own appropriate/relevant choices here.[2]
It doesn’t really matter how brief the description is. Wyze’s system will generate an e-mail message to you automatically with a Wyze Ticket number, and you can just reply to that message from your e-mail client and add as much detail as you want.
A frequent user complaint is the absence of follow-up from Wyze following the submission of a log from the app. If you choose to submit a log, then Wyze's system will generate an e-mail message to you with advice to contact Support if you need help, because the engineers will have access to the logs, but Support agents do not. You can include a Log ID when you create a Wyze Ticket in order to connect a log to an expanded description of an issue in a ticket, and that's information that the Wyze Wizards may be able to pass along to the engineering team, but those seem to be two separate systems, and it's important to understand the difference.
I’m demonstrating my typical path. The number of steps will likely be the same and result in the identical endpoint regardless of the choices you make. ↩︎
When you go into your subscription, does it show the cam(s) checked off as @p2788deal suggested? I wouldn’t think you’d get any cloud clips at all if they weren’t, but who knows.
If they are, perhaps try removing a cam, factory resetting it, then adding it again?
How do I contact Wyze Support?
Click on the Chat icon in the lower right corner.
I typed in: support ticket
Then 1. I need help with a product
Then 3. Create a ticket
A form comes up to fill out.
Clicked on the Submit button.
You will be emailed a ticket #.
Thank you for providing your details. Your Zendesk Ticket has been submitted successfully. A representative from our team will be in contact with you shortly to supply the information you have requested.
Yeah, it looks like they’ve tweaked the bot recently, so the ticket creation pathway is a little shorter than it used to be. It shouldn’t have been necessary to click into the Help Center article just to make the lower-right chatbot appear, but that may be another change they’ve made. In any case, I’m glad you were able to get a ticket started.
They used to have a full-page ticket submission form, which was nice. The Community Guidelines page here in the Forum still links to its old URL, but if you navigate to that it just redirects to the Help Center’s home page now. That changed sometime last summer, I think to drive users to automated support and possibly reduce the creation of tickets that require human intervention. Now the actual submission form is very brief and doesn’t provide much space to describe a problem, so I usually wait until the initial e-mail response from the Wyze-E bot and then respond to that message with a detailed description of the problem and the troubleshooting I’ve already attempted. The follow-up response after that should be from a human agent.
Here is part of the reply from Wyze support. They were quick to reply. Just 11 minutes!
I will update if the issue has been resolved.
We’ve noted that your Wyze Cam v3 Pro (firmware 4.58.14.3289) is only recording 12-second clips, when with Cam Plus, you should be receiving full-length event recordings. While you may have already tried a few things, we’d love to stay in sync and start with the following basic steps:
Power cycle the camera by unplugging it from its power source for 5 seconds and then plugging it back in.
Restart your camera.
This can be done in the camera’s settings > Restart Camera > Restart
Note: This option is not available for Wyze Cam Outdoor or Wyze Video Doorbell devices.
Reset your Wyze Service.
Navigate to your camera’s settings > Reset Services.
Tap Reset.
If the issue continues after these steps, could you please send us the MAC address of the affected camera? You can find this in the Wyze app by selecting the device, tapping the gear icon, then going to “Device Info.”
We’ll be on standby, keeping an eye out for your response because helping you get this fixed is our priority, and we won’t stop until we do.
There does not look to be any fix to my or others with the same issue. I may look for a camera with color night vision with no IR turned on and a server to record locally and online. Wyze should fix their issues as there are other companies with cameras.
My email to Wyze:
The length of the events videos are increasing from 12sec to 2min 57sec in the screenshots here.
The issue is random start and stops of events. Plenty of light and straight views of the events.
Question: How does ‘Detection’ work?
My neighbor in apt #20 is seen leaving at his door but 12 secs later he only makes it to the 3rd step of the stairs before the video stops. There are 2 people in the swimming pool and the video still cuts off. In the other video you see one guy ready to dive in at the end of the 20sec video when it cuts off. It is an action shot. He is in mid motion of jumping in yet the video stops. I also included a screenshot of the events (the length is side by side).
My camera is in a large window with a shaded overhang and as you can see with a direct view of the pool and courtyard.
The Detection Settings are as follows:
Motion Detection Sensitivity 100
Detection Zone On and the view shows all the squares clear. See attachment that shows both zone on and off.
I included the MAC address.
Wyze Cam v3 Pro
Firmware Version 4.58.14.3289 MAC: D03F…
Cam Plus
I don’t have a solution for this particular issue—I think largely because I don’t have a solid grasp on what’s happening and why—but I want to respond to a couple of things you mentioned:
My understanding of Wyze’s “Color Night Vision” is that it doesn’t use IR. It uses its “starlight sensor” to collect whatever ambient light is available and produce color images. “Color Night Vision” for Wyze cameras really works only when regular IR-based night vision is off, either because Night Vision Mode is set to Off in the settings or because it’s set to Auto and the ambient illumination is sufficient to prevent regular night vision from activating. When regular night vision is enabled, the images will be greyscale, even if you set Night Vision Mode to On in broad daylight.
If all the squares are clear (and if I correctly understand your meaning), then you don’t really have a Detection Zone set, so I’d be inclined to just toggle it off. (I understand that maybe you included this because you wanted to demonstrate something to Wyze Support and maybe you’re trying to use the camera without the Detection Zone enabled at all, which is what I’d probably do.)
Thanks for sharing the bit about your Motion Detection Sensitivity, too, 'cause that’s what I was really wondering about based on the way you’ve described the issue so far.
Wyze color night vision and IR light are actually mutually exclusive. To have color night vision, you have to turn IR off; and to if you turn on the IR, you can’t have color night vision.
I think it’s the opposite. If the detection grid is all clear, it means the whole frame is the detection zone. But probably will work the same as if there’s no detection zone.
When you turn on the Detection zone there is a color line all around that would include all you see. Same if you manually dragged the mouse cursor over the dark squares and made them clear then Saved.
What I should’ve said is that if the squares are all clear then this is essentially like having no Detection Zone set. By that I mean that all clear squares means the entire frame is the Detection Zone—so you’re not actually excluding any part of the frame from detection—and that’s essentially like not having a Detection Zone set at all. Having Detection Zone toggled on but without setting any exclusion areas should be expected to have the same effect as toggling Detection Zone off entirely, so I’d just toggle it off in that case.
Yes, that’s a more concise way of saying what I should’ve said the first time.
If you’re going to make every single square clear—that is, have zero grey squares where you want to exclude detection—then you’re probably better off not toggling this on in the first place and just leaving Detection Zone toggled OFF. Doing so should make the entire frame the “Detection Zone” by default (because you’re not excluding any areas of the image) and removes a potential place to induce error or confusion.
This is how I prefer to submit tickets (you can click/tap to expand this):
Repeat Step 
UGH! 
)
Note: 