Downloaded videos have sound but shouldn't

Cameras
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At some point in the last 3 weeks downloaded videos have sound even though sound recording is disabled. I can hear static and background hiss in the videos. This is a problem with two cameras, both are cam v3 with firmware 4.36.14.3497. The cameras are inside but focus outside so I had disabled the sound since it’s irrelevant. I have used these cameras for years and only recently do the downloaded videos have sound. I checked in both settings and sound recording is still disabled. I’m not sure if it’s just static or actually recording the audio because there’s nobody there.

The last silent video I downloaded was on 2025-06-27. The next time I downloaded a video was on 2025-07-09 and it has sound. The event videos in the app still play without sound, so maybe this is just a downloaded video problem?

If the firmware is actually recording sound and then hiding it in the wyze app but not when downloaded that is a serious privacy issue. Please fix this problem.

Submitted wyze support log ID # 1934510 on 2025-07-18

settings
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Consider doing a support ticket too. A log without a support ticket usually goes into a black hole.

I recommend using the email option so you don’t have to sit on the phone or a chat, just submit the ticket, let them email you back. It would be interesting to see what support has to say about it. But the most important thing is that doing this gets it officially logged in their internal system as a known and reported error And get shared to a Dev/engineer.

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Thanks. They make it a little complicated to e-mail them now but I figured it out. I had to go through a chat bot to do so and answer a bunch of queries until it gave me the option to open a ticket. It doesn’t even use the word e-mail. The only support option the website support pages show me is phone call.

Also, an AI replied to my support ticket and then I had to e-mail back because otherwise a human won’t read the ticket. So that’s nice.

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:+1: Yeah, that’s becoming increasingly common for large companies. A couple of decades ago I worked customer service for some Fortune 500 companies, and I would say the majority of the people who contacted us had frivolous questions that could have been answered by FAQs on the website or something. The companies were wasted so much money paying a customer service agent to answer something that didn’t require a human, And thus driving up their costs way higher than they needed to be. So I am not surprised that they are now the first line of defense v and AI that filters out and answers anything that doesn’t actually need human. I would not be surprised if an llm AI can handle more than 90% of the attempted customer service interactions that most companies get.
It is kind of frustrating and annoying for those of us who actually do need to speak to a human, but my past experience reminds me that most companies have to do this because of all of the people calling about frivolous dumb stuff that doesn’t need a human.

I’m glad you figured it out and got through the bot filters. :+1:

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