Starting earlier today, both my doorbell and floodlight cameras are only showing short clips in the cloud playback, even though the recorded event length indicates much longer videos. Some recorded events could be from 15 seconds to 2 minutes, but the playback was only 5 seconds.
I talked to customer service and went through the whole steps they requested including factory resetting the camera. Did nothing and same thing occurs. I asked them if they had any cloud issues and they said there were no widespread outages reported. The only option at this point is to replace the camera as it’s 2 years old. I’m trying not to do that cuz it would require an electrician as that’s what I had to do when I installed it.
The doorbell camera seems to be working fine again even though I didn’t factory reset that. Just the garage cam continues to have issues.
I have the latest firmware on both of them and they’re both hooked up to 2.4 GHz Wi-Fi.
Any help would be appreciated if possible. Not sure if anyone else may be experiencing this today or recently.
I imagine one of the troubleshooting steps was probably to hit the Reset Services option in Settings. Is that correct? With a cloud event issue on a subscribed Cam, that’s probably one of the first things I’d try in a situation like this. After doing so, it’s important to review your other settings, too, because sometimes resetting the services can change those settings.
What subscription are you using? Have you confirmed that the expected devices show as attached to the subscription, either in the app or in the Web Portal? That’s something else I’d do.
Since both cameras are having issues, I wonder if that’s more indicative of a network problem, like maybe something going on with Wi-Fi connectivity or network congestion, possibly causing problems with event upload or retrieval.
Hopefully someone else has better ideas.
Also, what troubleshooting have you done with the app itself, like clearing the in-app cache, clearing the OS-level cache, possibly clearing OS-level app data, possibly doing an app uninstall➜reboot➜re-install➜reboot?
This is how I tend to clear my Wyze app caches on Android (click/tap to expand):
Clear the in-app cache: From the Wyze app’s home screen, navigate to Account ➜ App Settings ➜ Cache File Size ➜ Clear.
Swipe the Wyze app out of the running Android apps.
Long-press on the Wyze app’s launcher icon (on the phone’s home screen or wherever you tap to initially open the app) and then tap App info in the pop-up menu.
Tap Force stop on the App info screen (may need to tap OK to confirm) and then tap Storage & cache.
Tap Clear cache on the Storage screen.
Back up one screen (back to App info) and then tap Open to re-launch the Wyze app.
Note: I don’t know what the options would be for modifying these steps on iOS since I don’t use that platform. If using iOS/iPadOS, you should be able to clear the in-app cache with Step 1, and that may help.
Sometimes I stop at just clearing the in-app cache, and often that’s sufficient, but occasionally I’ll clear the OS-level app cache, too.
This is how I would get a clean copy of my account profile/settings on Android (click/tap to expand):
Clear the in-app cache: From the Wyze app’s home screen, navigate to Account ➜ App Settings ➜ Cache File Size ➜ Clear.
Navigate back one screen to Account and tap Log Out at the bottom.
Swipe the Wyze app out of the running Android apps.
Long-press on the Wyze app’s launcher icon (on the phone’s home screen or wherever you tap to initially open the app) and then tap App info in the pop-up menu.
Tap Force stop on the App info screen (may need to tap OK to confirm) and then tap Storage & cache.
Tap Clear cache and Clear storage on the Storage screen.
Back up one screen (back to App info) and then tap Open and proceed to log back into your Wyze account/app. (Optionally reboot the phone at this step for good measure and then launch the Wyze app after the fresh boot instead of relaunching it immediately from this screen.)
Note: I don’t know what the options would be for modifying these steps on iOS since I don’t use that platform.
If clearing the cache/data doesn’t work, then I’d consider the uninstall/re-install, but that’s just piling on the inconvenience. If none of that seems to help, then I’d be even more suspicious of network issues.
I’ve reset everything. Hahah. I force closed the app a couple times. Uninstalled/rebooted phone/reinstalled/rebooted phone. I power cycled the cameras. Something isn’t right. It’s records the event, but i can’t view it in its entirety.
Anyone else having issues with the cloud? I can’t be the only one
How long are the cameras supposed to last? I shouldn’t think i need to get one every 2 years
Maybe. Randomly though, customer support emailed me asking if my issue was resolved. I replied it wasn’t and I was convinced it was a cloud issue. An hour later, I started being able to view videos in their entirety again on both cameras. They replied apologizing for the situation but said there wasn’t much else they could do unfortunately.
I’m convinced it was a cloud issue on their end that somehow may (or may not) have been resolved by them without admitting anything.
I’m good for now but we’ll see what happens. Overall I’m fine with Wyze but not ruling out a change down the line.
