Duo Cam Doorbell - Virtual Calls Not Working

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I can not get my virtual calls to go through. It worked a couple of times, right after I bought and installed it (October 2025), but then just stopped working.

Someone rings my doorbell, I get a phone call, I answer it, Wyze app opens to the doorbell livestream and it gets stuck on ‘Step 2 - Loading livestream/Authenticating with camera’, then says “Failed to connect. Error: (code 20005)”.

My phone is a Samsung S23 Ultra running One UI version 8.0, Android version 16. Wyze app and doorbell firmware is up to date. Doorbell is on 5Ghz (I tried 2.4Ghz, too). Wyze is an active calling account and turned on in my phone app. Push notifications and virtual calls enabled in the Wyze app, etc.

Have tried all the below troubleshooting steps and more. Anyone else have this issue ? I’m thinking it’s a phone or Wyze app setting that might be causing this, but I can’t figure it out.

Troubleshooting Steps:

  1. Confirm that your Wyze app is up to date. In the Wyze app, go to the Account tab > About, and check your app version. If it’s not the latest, update it via your device’s app store.

  2. Check that your Wyze Duo Cam Doorbell’s firmware is up to date. Go to Account > Firmware Update in the app and update if needed.

  3. Ensure the doorbell is receiving power. If battery-powered, make sure the battery pack is fully charged and properly inserted. If hardwired, confirm the doorbell is receiving 16-24V 10VA from the breaker.

  4. Power off the doorbell by switching the breaker off, then check all wiring to ensure it is secure.

  5. Make sure the doorbell is installed properly by following the Wyze Duo Cam Doorbell Installation Guide.

  6. Power on the doorbell by switching the breaker back on.

  7. Check the doorbell’s signal strength in the Wyze app under Device Info > Signal Strength. If it has 2 bars or less, try moving your router closer.

  8. Reboot your router.

  9. Power cycle the doorbell. If battery-powered, remove the battery pack for 10 seconds and reinsert it. If hardwired, turn the breaker off for 10 seconds and then back on.

  10. Factory reset the doorbell by removing any microSD card, pressing and holding the RESET button on the back for 5 seconds until the status light flashes red, then set up the doorbell like new.

  11. Try using a different phone or tablet for setup.

  12. Try connecting to a different 2.4 GHz or 5 GHz Wi-Fi network.