Fix-It Friday 3/4/22

Hi @WyzeGwendolyn, is there any news regarding the sensor pairing problem? Does the Wyze team have found the issue? Can we have any timeframe when this is planned to be fixed?

Thanks

Wyze just recently suspended that Hub Firmware version (just this week I believe) because they are working to figure out how to fix it. So we do know they are actively looking into it and working on it, which is great news. I haven’t heard of a timeframe yet, I’m sure they’ll release it as soon as they are sure they have a working fix for it. It might go to Beta testing first just to make sure everything is okay, so we may get a little advanced warning there. We’ll have to see.

3 Likes

Thank you @carverofchoice for the info, just to clarify: there’s no way to rollback the hub to the previous firmware version, right?

Correct.

Feedback for Forum: Wyze Sense Hub firmware 4.32.8.213 causes issues with Rules and notifications

  1. Verify Wyze Sense Hub firmware is updated to 4.32.8.213 through the app (Yes, I am on that firmware)

  2. Confirm that the app reports network connection (Confirmed)

  3. Are you able to arm/disarm using the keypad? (After 2 soft reboots, I can arm/disarm and the motion sensor lights up which arm/disarm I’m currently at)

  4. Can you do it using the app? (Before the 2 soft reboots, I could use the app only but never heard sounds from the keypad or hub saying it was arm/disarmed)

  5. Try holding the Reset button on the hub to reboot it (Did that 2 times. Once to get the system back up and running, and a second so I could get a new Motion Sensor V2 added)

  6. If you’re having issues with your sensors, what is the message you see when they fail to pair? (It was a timeout message where I should of heard the hub say “Ready to Connect,” the loading at the top was 1/3 full always before it timed out)

  7. Is it failing 100% of the time or are you able to succeed sometimes? (It was failing 100% until I did the 2nd soft reboot)

  8. If you have sound issues, please confirm your tune sound is enabled for your sensors in Settings through Wyze Sense Hub Settings > Tune Settings. (After the 1st soft reboot, I opened my 2 Entry Sensors v2 on my doors, both didn’t have sound. Upon going into the app, under the Tune Settings, it seems the app switched them from On > Off.

    After switching them back to On, the tune sound returned. I opened an Entry Sensor v2 on my window and watched in the app the Tune Setting for that window go from On > Off.

    I theorized that if I flip my other window Entry Sensor V2 from On > Off > On again BEFORE testing the tune, the tune would return. After I tested that on/off/on sequence, and opened the window, the tune was working again.

    So you either had to do an On > Off > On for the Entry Sensors V2s before you opened them or if you already opened them, then you’ll need to flip the Tune Setting back from Off to On.)

  9. Are there any other sounds being played by your hub prior to the sensor being triggered? (After the firmware install, I had a crackling hum coming out of the hub. After the 1st soft reboot, that crackling hum was gone)

I forgot to give feedback, so sorry for the delay. I hope this helps!

1 Like

Hi, everybody!

Welcome for this week’s Fix-It Friday follow-up! You may have noticed that last week was pretty busy in the communities. We apologize for not posting an update last week but we hope the good news from this week makes up for it!

Cam Plus Lite

Okay, so the cloud changes for Cam Plus Lite happened after we did the monthly callout for Fix-It Friday submissions but we know this is a major topic so here’s what we’ve been working on for experience improvements so far:

  • We fixed default settings and some bugs from the cloud side before we flipped the cloud settings the second time
  • We started sending out more resources for how to get set up with Cam Plus Lite
  • We are working on fixing bugs such as the missing Add Cameras button for Android
  • We are changing the subscription management text to be easier to understand
  • We are changing the banner underneath snapshot Events so it’s dynamic based on existing subscriptions to be more helpful

We know that the communities have been hit extra hard with all of this and we appreciate your patience. Thank you to everyone who has been working to answer questions and get other community members set up!

Core - No notifications when Cam Plus is enabled

How are things looking? We believe that most of these issues should now be resolved after the firmware releases from last week. If you have experienced this issue, please make sure your firmware is updated and try again. If you’re still having trouble with your notifications, please follow the following instructions:

Please let us know which device you’re experiencing this issue on and the log number that you submit after missing a notification. Logs can be sent in through Account > Wyze Support > Submit a Log. Then please post the log number here! The best logs have the date, time, and time zone from a missed notification to help make it easier to find the issue.

Reddit - Event recording turning itself off

We don’t have a more recent update for this one. So here’s the previous update in case you missed it!

Could you please tell us which app version this is happening on? We’d like to dig into this but will need more information. It’s probably a good idea to recreate this and send in a log through Account > Wyze Support > Submit a Log while you’re at it. Best results happen if you post the log numbers here so we can report them together with your description.

Forum: Wyze Sense Hub firmware 4.32.8.213 causes issues with Rules and notifications

Tunes will be fixed in an upcoming firmware update! Thank you for your help with chasing down this issue. We also halted firmware 4.32.8.213 based on community reports.

If you’re having trouble with notifications or sensors not updating, please hold the RESET button down for 10 seconds to perform a reset. We’ve had some reports of difficulty pairing sensors with the hub but haven’t had luck getting logs with the data we need.

The team would like to take this opportunity to try isolating reproducing steps and to see if the following path works to resolve issues for customers:

  • Confirm that the app reports network connection
  • Are you able to arm/disarm using the keypad? Can you do it using the app?
  • Try holding the Reset button on the hub to reboot it
  • If you’re having issues with your sensors, what is the message you see when they fail to pair? Is it failing 100% of the time or are you able to succeed sometimes?
  • Please submit a Wyze Sense Hub log after trying to pair your sensor with the date, time, and time zone that it failed in. Afterward, please post the log number here!

Discord - Wyze Bulb Color has random color changes

We don’t have updates for the random color changes yet. Here’s the previous update!

We’re looking into this and discussing it with the PM. If you could send in logs after experiencing this, we’d really appreciate the help! This is a possible firmware issue and we have one employee that experienced something that may be this issue. She was able to fix it by resetting the bulb but please send a log through Account > Wyze Support > Submit a Log first! Then please post that log number here.

Let’s Take a Look at Some Previous Submissions

Cam Plus AI accuracy issues

We’re hoping that the firmware released last week helped improve your AI accuracy. If you’re still having difficulty with mislabeled videos, please submit the videos as feedback! False positive videos can be sent to us through the “Submit this one video” button at the bottom of the video viewer.

Wizard chat ends when navigating to the main app page

We’re pretty much ready to go with testing SMS Wyze support! But our support volumes have been flooded in the last couple of weeks with the cloud storage changes. We’re holding off on starting the test until our support volume goes back to more manageable levels and we’re confident we can adequately staff the test and get good data. Thanks for your patience!

Wyze Plug 2021 (Certified For Humans) version going offline

Wyze Plug firmware 1.2.0.179 is still paused as we look into reports of connectivity not being improved by this update and plugs that stop responding after updating. We don’t have an update for progress yet because we had to wait for plugs to be shipped back for investigation by the team.

Slow loading for Wyze Cam Outdoor

This is the highest priority for the Wyze Cam Outdoor team. Beta firmware 4.17.4.124 was released last week to address this problem. We’ll release the fix to the public after the testing cycle completes as long as we don’t need to make other changes.

Wyze Audio Using Phone Volume Instead of Media and Unable to be Set to 0

As of 2.29, we’ve received reports from folks that these two issues have been resolved. If you’re using the 2.29 app and are still experiencing these problems, please let us know!

Whew! That was a lot. Thanks for checking in for Fix-It Friday! We’ll send out another update next week. :heart:

4 Likes

This was a great report! I especially love all the updates on some of the stuff from previous weeks and it’s great to see progress and acknowledgement that the community is being heard and Wyze is still making good efforts to be friends with customers like this.

It should be mentioned that A LOT more things submitted in fix it Friday have been resolved that aren’t even in the wyze public response reports, like I remember an issue submitted by R.Good about the climate sensors that were addressed by an employee and was fixed in the app really fast, and a few other things that were fixed even though they were never listed as one of the top 4 issues to be reported on, several other things were addressed…so there are even a lot more successes from this Fix it Friday than are even reported here, so I would remind everyone not to be discouraged if your reported item doesn’t become the number 1 voted thing because I saw other submissions resolved even when they weren’t the highest ranked item to merit a public report on it. We appreciate all the efforts and progress and look forward to even more efforts and improvements for us users. :+1: Thanks to everyone who’s been helping out.

6 Likes

@ WyzeGwendolyn, I am still experiencing an alarming rate of missed notifications in spite of the FW updates. As requested, I have submitted the following logs, for the respective cams affected. All times are 24 hour format Eastern Standard Time. The list of times for AI Event Videos was prepared at 2030 EST, so there are more after that time not included while I was preparing the list.

Garage Front Cam V3, LOG 513608, 22 AI Event Videos, 5 Notifications.
Notifications Received for AI Event Videos @ 0046, 0050, 0057, 0657, 1610
No Notification Received for AI Event Videos @ 0021, 0028, 0032, 0039, 0044, 0115, 0128, 0201, 0240, 0246, 0250, 0253, 0256, 0311, 0551, 0606, 0613

Side Yard Cam V3, LOG 513609, 7 AI Event Videos, 0 Notifications.
No Notification Received for AI Event Videos @ 0042, 0142, 0157, 0505, 0648, 0659, 0805

Back Door Cam V3, LOG 513611, 5 AI Event Videos, 1 Notification.
Notifications Received for AI Event Videos @ 1611
No Notification Received for AI Event Videos @ 0110, 0657, 0657 (note: same event, 2 videos, tagged differently), 1318

Living Room Window Cam V3, LOG 513612, 24 AI Event Videos, 12 Notifications.
Notifications Received for AI Event Videos @ 0556, 0603, 0911, 0918, 1109, 1111, 1155, 1232, 1235, 1503, 0629, 06641
No Notification Received for AI Event Videos @ 0023, 0726, 0737, 0938, 0958, 1107, 1218, 1246, 1606, 1611, 1619, 2017

Master Bedroom Window Cam V3, LOG 513616, 27 AI Event Videos, 7 Notifications.
Notifications Received for AI Event Videos @ 0849, 1012, 1040, 1619, 1651, 1710, 1744
No Notification Received for AI Event Videos @ 0639, 0734, 0741, 0804, 0824, 0934, 1045, 1120, 1250, 1332, 1528, 1542, 1557, 1623, 1629, 1707, 1712, 1739, 1827, 2017

Office Window Cam V3, LOG 513617, 15 AI Event Videos, 3 Notifications (note below)
Notifications Received for AI Event Videos @ 1548, 1619, 1651
No Notification Received for AI Event Videos @ 0734, 0804, 0838, 1033, 1424, 1629, 1633, 1712, 1721, 1740, 1744, 1756
Note: On this cam, I was notified a 4th time of a Person Event at 1107. No AI Event Video exists.

Back Court Cam V3, LOG 513618, 2 AI Event Videos, 1 Notification.
Notifications Received for AI Event Videos @ 1901
No Notification Received for AI Event Videos @ 1902

Garage Back Cam V3, LOG 513619, 2 AI Event Videos, 1 Notification.
Notifications Received for AI Event Videos @ 1901
No Notification Received for AI Event Videos @ 1902

6 Likes

Thanks, @SlabSlayer! I’ll get this to the team. :slightly_smiling_face:

5 Likes

Hi @SlabSlayer. Sorry for the inconvenience. May I ask if you turn on the motion notification setting? Do you mind turn on the motion notification and test again? This is because sometimes notifications were pushed before Person/Vehicle/Package was detected. Thank you.

3 Likes

Current Notification setting is to be notified only of AI events:

I will temporarily enable the “all other motion” notifications, but it will not be for long as I am not going to tolerate a constant barrage of notifications from constant motion on these cams from cars, trees, and sunbeams. This is why I subscribe to CamPlus so I can filter out that useless noise.

If this is the case, and push notifications are being initiated before the completion of the AI interrogation (that arbitrary 6 second threshold I previously posted about) and not being delivered as generic ‘motion’ notifications because the “all other motion events” notification setting was off… This is an absolute game stopper for me… A complete failure of the product as it was designed. There should be absolutely no reason for an AI event notification to not be sent, regardless of how long it takes for the AI Bot to think about it.

The purpose of paying Wyze for CamPlus annually on all my cams is so that I can ONLY be notified of AI events… Every AI event. Not just the ones the AI Bot can complete in under 6 seconds. If I have to be bothered with hundreds of motion notifications that mean nothing to me just to get all my AI notifications, CamPlus is useless to me. Moreover, Wyze is not delivering the product sold.

2 Likes

Really sorry for the inconvenience. The fix for this is in progress. It will be fixed in our App side. We will update in the release note when this fix is deployed.

4 Likes

@WyzeBaohua, thank you for taking the time to investigate the issue, diagnose the problem, and update users that you are aware of this and working on fixing it. That is encouraging. I will be thankful when the fix update is released.

2 Likes

Hi, folks!

You popped in just in time for this week’s Fix-It Friday follow-up! A fair amount of the entries from the last few weeks have been resolved so we’re removing them from this update list. We’ll be doing another Fix-It Friday callout this Friday (please don’t post jokes without flagging them as jokes that day :sweat_smile:). We haven’t received follow-up information or reports about a couple of topics so we’ll be removing them from the list for now. Without further ado, let’s get started!

Core - No notifications when Cam Plus is enabled

While it seems like the recent firmware updates helped with this, we’re now at the point of needing to assess our notification design for moving forward. At this point, the majority of these cases are because someone turned off notifications for all other motion but the AI trigger didn’t happen within the 6-second (chosen for speed of notification) window. Cam Plus Events can be up to 5-minute segments and that would be a lot of time to wait for a notification that you want to act on. We’re looking at different methods for improving the notification experience and are having conversations internally about direction.

Forum: Wyze Sense Hub firmware 4.32.8.213 causes issues with Rules and notifications

We don’t have a new update for this one other than to ask that you give detailed steps in your logs about what you’ve tried when troubleshooting and to include the date, time, and time zone of the failed task when submitting a log. Here’s the info from last week!

Tunes will be fixed in an upcoming firmware update! Thank you for your help with chasing down this issue. We also halted firmware 4.32.8.213 based on community reports.

If you’re having trouble with notifications or sensors not updating, please hold the RESET button down for 10 seconds to perform a reset. We’ve had some reports of difficulty pairing sensors with the hub but haven’t had luck getting logs with the data we need.

The team would like to take this opportunity to try isolating reproducing steps and to see if the following path works to resolve issues for customers:

  • Confirm that the app reports network connection
  • Are you able to arm/disarm using the keypad? Can you do it using the app?
  • Try holding the Reset button on the hub to reboot it
  • If you’re having issues with your sensors, what is the message you see when they fail to pair? Is it failing 100% of the time or are you able to succeed sometimes?
  • Please submit a Wyze Sense Hub log after trying to pair your sensor with the date, time, and time zone that it failed in. Afterward, please post the log number here!

Discord - Wyze Bulb Color has random color changes

We’re still trying to chase this issue but the logs we’ve received don’t have the data we need. It looks like folks are sending in logs when the device is listed as offline. If the IoT connection isn’t present, the data we need will be missing. To fix this, please remove the power from your Wyze Bulb and then restore power before sending in the log with the date/time/time zone of the color change and a description of the issue. DO NOT cut the power 3 times in a row because that will reset the bulb and the data will be lost. If your bulb goes into pairing mode and starts flashing, you’ve gone too far!

Let’s Take a Look at Some Previous Submissions

Cam Plus AI accuracy issues

Nothing new for this one for now! As always, please submit the videos as feedback if you’re still having difficulty with mislabeled videos! False positive videos can be sent to us through the “Submit this one video” button at the bottom of the video viewer.

Wizard chat ends when navigating to the main app page

Our support volumes are starting to go down and it’s getting close to when we can add a new channel to test for support. We’re currently expecting to start SMS Wyze Support in mid-April. We’ll keep you posted!

Wyze Plug 2021 (Certified For Humans) version going offline

Last week, we found the root cause of the offline issues. We’re currently working on a new firmware version to fix this and aim to release it to beta shortly.

Slow loading for Wyze Cam Outdoor

We released firmware to fix this issue last week and it’s sounding pretty positive so far. Are you still experiencing delayed or permanent loading for the Wyze Cam Outdoor live stream? If so, please let us know!

Alright, everyone! That covers it for this update. Please remember to pop in on Friday, Saturday, or Sunday to vote for the next round of Fix-It Friday issues! :heart:

6 Likes

Are there any updates on the cameras showing up at offline issue? It was on a Facebook Fix it Friday.

'Wyze Cams appear offline in the app even though they’re actually online, connected, and viewable"

4 Likes

We made improvements there and are continuing to work on this! We did cloud changes and now we’re working on firmware. We won’t be able to 100% resolve this due to environment variables like network strength but we’re working on it!

5 Likes

I’m continuing to experience issues trying to add (2) new leak sensors to my Wyze Sense Hub with firmware 4.32.8.213, even after resetting both the hub and the sensors. I’ve had these issues for weeks, since that firmware was installed.

After I reset the hub, it does go into some weird state where the speaker crackles with static but that seems to resolve itself after a few hours.

I have filed ticket 1930284 with log submission ID 521717.

What is the possibility of allowing better permissions for shared devices? Some items:

Share camera with my wife, but only main account can view the SD card media. We prefer not to share account credentials.

There is a thread on other items related to different devices or services.

This is more of a feature request that a bug report. There is already an existing wishlist item for configurable shared permissions.

This is already current functionality. As is currently stands the local storage function is only available by the main user of the device. If you share a camera that has a local storage function any shared users will not have access to the SD card local storage media.

3 Likes

HMS not working after app update.

Log ID: 524770
Submitted Ticket - 1936892

  1. Yes - the app reports network connection
  2. Not able to arm/disarm using the keypad
  3. Using the app arm/disarm - not certain if its working. I was able to get it to switch to armed for “I’m Away” after it did 30 second countdown. Then tried changing it to “I’m Home” mode and got “Mode switch failed” 8:40pm EST. Was able to switch it back to disarmed.
  4. Did a soft reset earlier tonight after trying again to connect my newly purchased additional v2 sensors. Not certain how long the hub has been flashing/dancing white lights. Got back to solid white lights after soft reset.
  5. Never got a new sensor to pair or an error message. I waited at least 3-5 minutes a few of the times and was within 3 feet of the Hub. Tried several times, noted last one at 8:31pm EST 3/31/2022.

Unfortunately I must have updated a few weeks into this issue before you pulled the update…

Cannot get any new v2 sensors (contact or motion sensors) to connect. Just gets stuck in the connecting may take up to one minute. Feeling salty about just ordering another $100 worth of sensors to finish out my setup.

Add further salt and email users that pricing is going to $9.99/mo when they just made this useless and also now realize how unstable it is. I guess I’ll stop updating any products unless something isn’t working. Seems public firmware updates are always very beta still.