Hi, everyone!
We’re here today with another Fix-It Friday follow-up! We’re bringing out a couple of older reports because we have updates about them. Read on for your weekly update.
Core - Volume on Wyze Cam v3 Events is extremely low
Our long-term goal is to make the volume for Wyze Cam v2 and Wyze Cam v3 the same but we aren’t able to fully tackle that yet due to a larger effort to rework the firmware (mentioned in last week’s update when referencing the reconnection issue). We aim to take another look at this after that. For now, we’re going to remove this from the update list and we’ll revisit it later.
Forum - When using Wyze Sense Motion Sensor, the Wyze Sense Hub, and routines with Alexa, “clear for X time” does not execute a trigger
We’re wondering if this is part of the hub firmware issues and we’re working with multiple teams internally to look into it. But for now, here’s the information request from last week. This issue is really hard to track down without info from our community, so please help us out!
For this one, we would love to have a log and hub firmware version so we can look into it. Please recreate the issue and then send in a log that includes the date, time, and time zone of the trigger failure as well as a detailed description of your routine and which parts worked versus didn’t work. Please post the log number here when you have it so we can send it to the team!
Discord - Slow Alexa announcement of Person Detected from outdoor cameras
We need some logs for this one. It’s possible that this was due to server demand at the time and then there was an automatic recovery afterward. We’ll need to verify using timestamps. If this happens, please send in a log with the date, time, and time zone from the timestamp of your Event video and then the actual time that your notification from Alexa came through! Then post the log number here so we can scoop it up. Logs can be submitted through Account > Wyze Support > Submit a Log. Make sure you select Wyze Cam Outdoor from the list of affected devices so we get the correct log!
Let’s Take a Look at Some Previous Submissions
Wyze Sense Hub firmware 4.32.8.213 causes issues with Rules and notifications or frequent rebooting
We’re looking into if the Rules and notification issues are due to a cloud issue instead of firmware. Though right now, we’re prioritizing the work on the sensors not pairing and frequent reboot issues. We’re hearing that deleting the hub and adding it as a new device is fixing the reboot problem for some folks. If you’re one of the people impacted by this, you may want to give that a shot!
Here’s the update from last week about the reboot problem:
We’re hoping to get back some Wyze Sense Hubs that are running into this issue. If you are running into frequent rebooting and are willing to send your hub back for analysis (with a replacement), please reach out to our support team and post your support ticket number here. We’re taking this seriously but need your help to fix it! We’ll keep working on things from our end.
Wizard chat ends when navigating to the main app page
We’re going to start testing SMS support this week in times with decreased support volume. For the chat issue itself, we started testing a method that allows for asynchronous chat and that should keep it open in the background even if the client is closed. If these tests go well, we can have both changes up and running next week. But we may need some more adjustment time. We’ll keep you posted!
Wyze Plug 2021 (Certified For Humans) version going offline
No update for this one compared to last week! Here’s the information from the last update:
We have a fix being tested in beta and we are going through the feedback. If needed, we’ll test another beta version before releasing this to the public.
Wyze Sense Hub volume is lower than it used to be
We have a firmware update in beta and we aim to release it in the next couple of weeks. It does adjust the volume but we need to be careful with this so we don’t have the hub set to blast at full volume at all times. We can’t guarantee that this will address all the issues but we really want your feedback when you get the update about how this impacts you and if there are areas you still want us looking at.
Cameras appear offline in the app but the live stream is online and accessible
We’ve done some work on this and put in some cloud fixes and we’re also working on firmware improvements. We need help from AWS and are working with them to review logs we’ve provided. Please note that Wi-Fi connections also impact this so it’s possible that some devices will still experience this due to network issues after we put improvements in.
That’s a wrap! If you are experiencing any of the issues we covered and have information for us, please reply with the info ASAP! We love working with you to fix the issues that are impacting your Wyze experience and it makes finding root causes so much easier.
Thanks a bunch and see you next week for your Fix-It Friday follow-up! 