Fix-It Friday - 2/2/2024

[WyzeJasonJ]

Well my Forum friends, we made it to Friday!

You know what that means. it means it is time for this month’s Fix-It-Friday callout!

If this is your first Fix-It Friday, welcome! For background, while our communities are not designed to be a replacement for Wyze Support , our community members and community managers do our best to help you out here. As our communities scale up, we want to make sure that any outstanding bugs or issues that you folks are facing are on our internal radar and that we’re transparent in our process of working on them.

Here’s how this works:

• We’ll make a post on the first Friday of the month in every community (Core Community on Facebook, Forums, Reddit, and Discord).
• Check the comments. If you see any other comments with issues that you’re facing, vote for them with a like (the heart button at the bottom of their reply)
• Got something new? Reply to our post with the top issue that you’re facing this week with your Wyze products to help loop us in.
• We’ll grab the top comment from each community and make a follow-up post on Monday to detail what those issues are and how we plan to fix them. If we need more info from the community to help figure out what’s going on, we’ll let you know on Monday - so please make sure to take a look!
• The following Mondays in the month, we’ll be posting updates about our progress on Fix-It Friday submissions.
• Sometimes Mondays are actually Tuesdays if we don’t get all the info we need on time for posting on Monday. Our apologies!
• Remember, this is for existing things that aren’t working right. If you are looking for a new feature or for us to add functionality that’s not already available, please use our Wishlist instead!

We’re constantly working on improvements for everyone. But we hope that this process will both help us prioritize issues that are important to our communities and help you feel more in the loop.

Got a request for something new or an additional feature? Check our Wishlist to see if it’s in the works or has been requested.

If you want to see how this works, you can check this previous Fix-It Friday post:

Fix-It Friday - 1/5/2024

[Fix-It Friday Callout] Well my Forum friends, we made it to Friday! You know what that means. it means it is time for this month’s Fix-It-Friday callout! If this is your first Fix-It Friday, welcome! For background, while our communities are not designed to be a replacement for Wyze Support , our community members and community managers do our best to help you out here. As our communities scale up, we want to make sure that any outstanding bugs or issues that you folks are …

[muerte33]

Please work on fixing the stuttering on Event Viewer Playback for persons with V3 and V3 Pro cameras that have Cam+ or Cam+ Unlimited and have “record sound” turned OFF under advanced settings. It was on the January 2024 Fix-It Friday’s list.
It is still stuttering on Android app version 2.49.1(390) and the current production firmware for the V3 (4.36.11.8391) and V3 Pro (4.58.11.8391).
Thanks very much!

[Known1]

@WyzeJasonJ
Your last post in the previous fixit Friday thread asked for more logs regarding the stuttering issue that has been ongoing for several customers. I can not post anything more to that thread. Where would you like the logs? I would be more than happy to provide 3 a day.

Regards,
Known1

Edit:
I think I’ll just add them to the thread I started regarding this matter. I’ll tag you every single day I post 3 more logs for the same 3 cameras. Although, that amazing forum rule that will not allow more than 3 replies in a row may prevent me from following through?

[WyzeJasonJ]

Please post them in this thread, at the end of the month I close out the old thread and open the new one. It minimizes the areas I have to hunt for updates.

@Known1

I think I’ll just add them to the thread I started regarding this matter. I’ll tag you every single day I post 3 more logs for the same 3 cameras.

You can do that too as long as you tag me on it so I see it. I can always throw in a reply saying I got them to reset your 3 consecutive posts lol.

[WyzeJasonJ]

We did not get many new issues posted anywhere, I will extend the time to post and vote on new issues to Wednesday and see if we have any, until then we will continue on the ones we are still working on.

[jeff_sloan]

Not new, but doesn’t seem to be getting any traction.

The cameras and doorbells are advertised as having two way communication with audio, yet the audio and video are horribly out of sync of each other.

Please get the audio and video to sync in time with each other.
This is on all models, and I am pretty sure you don’t need any logs to know that there is an issue that needs fixing.

Thanks,

Jeff

[WyzeJasonJ]

@jeff_sloan

and I am pretty sure you don’t need any logs to know that there is an issue

The logs do not tell us there is an issue, the logs help us to find where to look for the issue.

[carverofchoice]

V3 Pro Floating Window is not working for everyone on Android

See the following thread with at least 2 reports so far:

Video floating window

Ugh, Thanks for confirming all that, that is extremely helpful. I have the exact same App, same plugin version, same firmware, & a Pixel 8 Pro with Android 14. I didn’t have the February update loaded yet so I just installed that and it didn’t make a difference either, sadly. Despite all those things being the exact same for us, it shows up for you but doesn’t show up for me. I even went and cleared the app cache. No change. I have at least 6 V3Pros and none of them have this for some reason (…

[gary.em.holloway]

Similar to last month, all my plugs and wyze color bulbs fell offline. Cameras all still work. App is up to date and so is phone.

[WyzeJasonJ]

@carverofchoice

Can you verify if you have picture-in-picture enabled in the settings of your phone?

[carverofchoice]

Yes I do. I can use it for the FLPro and BCPro cams just fine on all 3 of my phones, but the icon doesn’t even show up for the V3 Pro on my Pixel 5 or Pixel 8 Pro, though it does in my Samsung Note 8.

Same App, same firmware. Seems to be a Pixel bug? It’s strange that it works for 2 out of 3 camera models on all 3 phones, just not the V3 Pro on 2 of them. This indicates the phone settings are okay since it works correctly for the FLPro and BCPro on those same phones. Hence, my guess that is a pixel model bug.

[WyzeJasonJ]

Hello everyone,

We had a callout for new issues last week but did not have a lot of responses by Monday. So we extended the deadline and I escalated some issues later in the week. We do not have updates on those issues yet, but we could use some logs if you are experiencing the issue. We do have some updates on the issues we have been following though so here’s our Fix-It Friday follow-up:

Forum - Wyze Cam v3 Pro floating window not working for everyone

We could use some logs on this to help us see why it is only working for some. Also, let us know what version of OS you are running please. Here is the process:

In the Wyze app, go to Account > Wyze Support > Submit a Log. Select your device from the dropdown menu. Then fill in the description box with the date, time, and time zone of the most recent time you noticed this issue and a description of what’s happening. Make sure the Send Logs option is selected and then submit your log. When you have the log number, please post it and tag me so I can get it to the right folks.

Core - Wyze Cam Pan v3 pan/tilt control issues

If you are experiencing this, please let us know and submit a log. Here is how:

In the Wyze app, go to Account > Wyze Support > Submit a Log. Select your device from the dropdown menu. Then fill in the description box with the date, time, and time zone of the most recent time you noticed this issue and a description of what’s happening. Make sure the Send Logs option is selected and then submit your log. When you have the log number, please post it and tag me so I can get it to the right folks.

Discord - Wyze Video Doorbell time stamp jumps around

We have a video showing this, but if you are experiencing it please send us a log also.

In the Wyze app, go to Account > Wyze Support > Submit a Log. Select your device from the dropdown menu. Then fill in the description box with the date, time, and time zone of the most recent time you noticed this issue and a description of what’s happening. Make sure the Send Logs option is selected and then submit your log. When you have the log number, please post it and tag me so I can get it to the right folks.

Reddit - Wyze Cam Pan v3 microSD playback button is grayed out on Event Viewer

Please send in a log if you are experiencing this. Here is how:

In the Wyze app, go to Account > Wyze Support > Submit a Log. Select your device from the dropdown menu. Then fill in the description box with the date, time, and time zone of the most recent time you noticed this issue and a description of what’s happening. Make sure the Send Logs option is selected and then submit your log. When you have the log number, please post it and tag me so I can get it to the right folks.

- Let’s Take a Look at Some Previous Submissions -

Forum - Video Playback stutters on Wyze Cam v3 and Wyze Cam v3 Pro when record sound is turned off in settings

We have received many more logs and have found a possible cause. We are currently working on a fix and I will let you know when I get a further update.

Discord - Wyze Cam v3 not loading in group view

We have been given some logs on this but would really love some more to help us track this down.

In the Wyze app, go to Account > Wyze Support > Submit a Log. Select your device from the dropdown menu. Then fill in the description box with the date, time, and time zone of the most recent time you noticed this issue and a description of what’s happening. Make sure the Send Logs option is selected and then submit your log. When you have the log number, please post it and tag me so I can get it to the right folks.

Core - Wyze Video Doorbell v1 notifications have images turned 90 degrees

We are still working on the fix for this and I will let you know once I know more.

Forum - Wyze Thermostat drops offline often

The engineers are still looking into this. I will let you know when I have a further update.

Reddit - No audio playback on Wyze Cam v3 when connected to Wyze Cam Floodlight accessory

The developers have now been able to replicate this and are looking into the cause. Thank you for your patience.

Forum - Status light not displaying correctly on Wyze Cam v3 and Wyze Cam v3 Pro

This is still in QA testing for a future firmware release.

Forum - Wyze Cam Pan v3 will not reconnect after it loses the connection

We are still looking into the information you have provided, I will pass along an update when I know more.

Reddit - Wyze Cam Pan v3 does not return to set home position

We released a beta that is a step towards fixing the waypoint drift issue. This beta will not change the current experience, but will give us some data needed to get to that point. Thank you for your patience.

Reddit - Event playback in the app is stuttering

As noted above, we have found a possible cause and are working on a solution.

Discord - Wyze Cam v3 does not stay connected to the Spotlight accessory

This is currently in QA testing for a future firmware release.

Thank you for reading! Have a great weekend! Next week we will have updates on the new issues.

[jozefd14]

Just resubmitted the logs from my base station and WCO V2 for the “reset cooldown period/1 minute cooldown” with cam plus subscription.

When the base station gets rebooted, ever since the WCO V2 update 4.48.4.427 (November 6, 2023) and 4.17.4.427 (November 6, 2023) WITH A CAM PLUS SUBSCRIPTION, the cooldown period gets changed from “no cooldown” to “1 minute”. Even after changing it back to no cooldown, the WCO V1/V2 still act as though there is still a 1 minute cooldown period

[carverofchoice]

@WyzeJasonJ

Forum - Wyze Cam v3 Pro floating window not working for everyone

We could use some logs

@WyzeJasonJ
I submitted one from my Pixel 8 Pro and one from my Pixel 5, one of them was through the V3 Pro settings and one was for “App experience” since I don’t know if the problem is related to the device or the app.

Log 1311129

Log for Pixel 8 Pro log submitted from a V3 Pro Settings → Support Submit a Log → Other

Log 1311137

Log for Pixel 5 submitted from account tab → support → submit a log → Account and Services → App Experience

@joeman since you have this also, can you submit a log for this and post the number in this thread too?

[joeman]

Log 1311159
Done and done.

[Kingpoepoepoe]

I hear your engineers are working on this one.
‘Reddit - No audio playback on Wyze Cam v3 when connected to Wyze Cam Floodlight accessory’. I have been posting and elevating posts , all Dec. Thank you for picking up the issue.

I am a new customer and the floodlight is amazing. But I really want historic sound .
Take my log number … please !
Log ID: 1311214

[epkis2]

@WyzeJasonJ

Forum - Wyze Cam Pan v3 will not reconnect after it loses the connection

We are still looking into the information you have provided, I will pass along an update when I know more.

I’m still having issues with this and the Doorbell V2. I’ve uploaded logs previously.

[WyzeJasonJ]

Just letting everyone know that even though I got the update written for Fix-It Friday it will probably not be posted until Monday since we were dealing with the outage today.

[Antosino]

For the Pan V3 disconnect issue - converting the house over to OPNsense + two Unifi APs has resolved the problem. The issue seems to be radio congestion which causes the initial disconnect, but the fact that the camera does not continue to attempt reconnection is something that still needs to be resolved on Wyze’s end. Every other device obviously continues to seek an active connection even after a failure.

In my case, at least, the issue seemed to be that with the number of wireless devices slowly increasing in the average home, the router couldn’t keep up. This was a $300 high-end consumer router; the problem is that when they talk about device limits, they don’t give any metrics for the limit of the radio. You’ll see all sorts of things saying it can support 255 devices, but that’s usually just based on the number of IPs available. Even on multi-radio routers, there may only be one assigned to 2.4 - you’ll have to check.

You don’t notice this problem for two reasons: one, routers are good at prioritizing active connections, so the stuff you’re using alway sworks. Two, many smart devices aren’t connected at all times. Instead of it being a constant connection, they sort of “check in” every now and then. If you’re close to the device cap and six smart devices all “check in”, another six may be pushed off. This is fine, because by the time they need to “check in” it’s open for them. The devices are able to reconnect to the network again even if there was a prior problem, so you never see an issue. The cameras, however, are not - if there is EVER a connectivity problem, they’re down for good - thus, you notice.

You don’t have to switch to OPNsense + APs to resolve this. Most consumer routers will let you add a second access point yourself. Asus has AI Mesh, almost every brand has something. If you’ve got your old router from a few years ago still, you can usually use that. The goal is to spread your connections between the two.

So, for me at least, it’s boiled down to:

1. The cameras definitely have an issue where they do not reconnect once the connection is lost. I don’t know if this is ANY time a connection is lost, or only when it is lost and then the camera fails to immediately reconnect.
2. Either way, you can avoid this by resolving the issue causing the disconnect to happen in the first place.
3. This does not clear Wyze of the need to fix this; any wireless device should automatically reconnect to wifi when the saved network is available whether it’s been down for 10 seconds or 10 hours.