It is, and it’s something they’ve been saying literally for years. That needs to be removed from their script. Just this week in a ticket about an unrelated issue one of the Wyze Wizards recommended submitting a log—which I did…again—and when I replied with the Log ID I requested that they not tell me in the follow-up message that they, as Support agents, don’t have access to the logs, because I expect those to be analyzed and addressed by engineers. The next reply I received was from a different agent who clearly didn’t get the memo (i.e., read what I’d previously written) and replied, in part, with this:
Please note that app logs are sent directly to our engineering team to use towards improving future app and firmware releases. These logs cannot be accessed or followed by our support team. We’re working on developing a process so that we can track these logs but it’s still very much in progress.
That’s mildly infuriating that they still do this.
Back to your issue, though, I haven’t ever had a need to have one browser open on a live stream while I’m checking events from Web View in another browser window or tab, so that circumstance seems unusual to me, but you do you. I don’t understand why having a Cam OG’s stream open in Web View should have any effect on what events are reported or their duration, but it’s not something I’m able to test at present because I’m currently away from home and all of my Cam OGs are indoors where no one should be at present.
Yeah, mine is also an OG. Same steps to reproduce: have the browser open, check events while it’s open. I often need to do this since I have the camera open on the secondary monitor to keep track of the cat, but might have missed something before I realize she’s in that room.
The whole reason I got the camera was so I could use it exactly the way that I have been: I can keep an eye on her, but I also have a recording if something happens that requires a vet visit.
Without that functionality, the camera and the cam plus subscription both have been a bit of a waste. Still useful for keeping an eye on her when I’m not home, I guess, but that’s not the primary reason for having it. Here’s hoping they fix the problem.
Edit: and good to know that replacing the camera wouldn’t fix it. I already suspected it wouldn’t, just based on the fact that it works otherwise and I’m not the only person seeing the issue.
About having 2 browser windows/tabs open at the same time, I could have done better. To duplicate the issue, just open the Live page and leave it open until an Event occurs. Then open the Events page. The Event that just occurred will only be 3 seconds long.
Thanks for bringing up the “Unlock AI Video Search” in the other threads.
Since we are on the subject of complaints, I am really unhappy with the new Events page.
Moving the Date and Time and camera name from below the Video to inside the Video (upper left hand corner) is terrible. The white letters/numbers blend in with the street in my view and it is really hard/impossible to easily see the Date/Time. I don’t see the logic in moving the date/time into the video. The old location, below the video, is still there and now is blank. Change for the sake of change.
Now that I’m home and able to test, I see what you mean. I must note that I had to follow the steps you outlined in a previous post, specifically these:
That’s the only way I’m able to create 3-second events. Looking at events captured by that same camera, when I was not streaming that Cam OG at the time other events were tagged, those events are significantly longer, as expected: 12, 15, 16, 25 seconds, etc. Only by streaming this Cam OG at the time that I intentionally trigger an event (I did a couple of walk-bys for Person detection) was I able to get the events limited to 3 seconds.
When I check these same events in the app (Android v3.5.5.669), they’re showing as 3-second events there, as well. Again, this is only for the events that I intentionally triggered while I had a tab open to Wyze Web Live and streaming only that Cam OG. Other events for that camera show the expected lengths on the Events tab—events that recorded while I was not streaming.
I still don’t know why streaming the Cam OG should have any effect on the length of an event at the time it’s tagged and captured, but I’m going to ask about that, because I wouldn’t expect this to be the behavior. I’m also going to log it and open a ticket (though I’m not optimistic that this will bear much fruit given my recent experience logging and ticketing a completely unrelated issue).
Just to clarify, this is what I was describing as well: any events created while I have the browser open are wrong. Once I close it, the camera works as expected. The ones that are created as three seconds are three seconds no matter what you use to view them; they are created incorrectly.
Support suggested replacing the camera, but it does sound like that wouldn’t fix it.
I appreciate that, and that jibes with what I’m seeing, too. I wanted to be clear about my experience because what I quoted from @bangaroo above seems a little ambiguous, though I suspect that the “correct length” noted applies only when those events weren’t captured while the camera was streaming to the browser. I’m not certain based on how it was written, though, and that’s why I wanted to be explicit.
I don’t think the camera itself is the problem. I think Wyze has been making changes to the Web Portal and that’s likely had some unintended consequences. I’m trying to get some eyes on that.
Thanks for confirming the 3 second video. That is now 3 people that have noticed this 3 second problem. I assume this must be an OG problem, A little surprised more OG owners are not complaining.
What I was trying to convey with my “correct length” was when I only use my smart phone, all the events are 12 seconds or longer. When only using my smart phone app, and logged in, say for 20 minutes, all the Events that occur during this 20 minute period will be 12 seconds or longer. Under the same scenario, but logged in with my web browser, all the events during the 20 minute period will be 3 seconds long.
Wyze sent another canned email 2 days ago “We haven’t heard back from you about your request…” , which makes no sense since their previous email they sent me said “This request will now be closed…”
I then replied to this last email telling them the problem has not been fixed.
Then I get another email back telling me to go through another bunch of steps I already have done more than once (Reset, Restart, toggle this and that).
When you say this, do you mean that you’re doing 20 minutes of continuous streaming on a Cam OG’s Live Stream screen? That’s something I have not tested, because the issue as I understand it relates only to events that are captured while the Cam OG is actively streaming to Web View. I want to make sure that I understand the scope of the problem that others are experiencing so that I can accurately convey this information in my ticket.
I also linked this discussion when I opened the ticket, but in my experience the bottleneck with addressing these issues seems to be getting Support personnel to relay all the relevant information to the appropriate developer(s). I imagine if the right developer would read this topic and look at relevant submitted tickets and logs, then the root cause of the problem could be identified and addressed. I don’t have that kind of insight into Wyze’s inner workings, though, so I don’t know who manages the Web Portal product for a direct contact.
I’ve asked other Forum volunteers to replicate this issue, as well.
Thank you for adding some additional detail about your experience.
Not sure of the difference between “Live Stream” vs “Web View”?
Live Stream is using the Wyze app on a smart phone, and Web View when using a browser?
When using the Wyze app on a smart phone, and viewing the live stream real time, all the Events during this time will be the correct 12 seconds or more.
If I then close the Wyze app and log into the Web Portal with my browser, those same events will be the correct 12 seconds or more.
So, the act of being logged into the Wyze web portal with a browser (not the wyze app) causes the Events to be shortened to 3 seconds.
Somehow the browser is interfering with how the Events are recorded.
memo (i.e., read what I’d previously written) and replied, in part, with this: