Fix-It Friday 5/5/2023

Wyze News
21

Happy Friday, folks!

We’re here again with your Fix-It Friday follow-up! Here’s the scoop:

:frowning_face: Forum - When Wyze Cam v3’s are in a group some of them will fail to load live feeds and return an Error Code 90 :frowning_face:

We’re still looking for logs and hadn’t received any as of earlier this week. We’ll be building specific metrics to monitor this but logs would really help! Could you please send those in along with your camera’s MAC address (you can find this in Camera Settings > Device Info) and the timestamp for when the camera went offline? Here are the log instructions:

When the device shows offline, please take out the microSD card and wait a second before re-inserting the card (or inserting a new microSD card). The camera will then make two “ding” sounds usually within 30 seconds.

On your microSD card, there will be a root or log folder with the device log that you can access with a computer. The files are named as xxxxx_log.txt. If there are multiple logs, select the most recent log file.

When you have the log, please email it along with a description of the issue and the date, time, and time zone that it occurred to:

microsdcardlogs@wyze.com

:black_square_button: Core - Cameras detecting motion outside of the detection zone :black_square_button:

We’re looking for logs and further information about this. If you’re experiencing this problem, please let us know and give us a log number following this process:

Recreate the issue. Then 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 here as a reply to me so I can get it to the right folks.

:nerd_face: Reddit - Wyze Video Doorbell Pro is detecting people outside of the motion detection zone :nerd_face:

No further updates here. This is the previous info: We’ve noticed some reports of this and see that it mostly appears to happen when the doorbell is using battery. We suspect that the doorbell is going into idle mode to save power. When motion triggers it to record, there is a chance that the detection zone is not fully loaded before recording begins. This shouldn’t happen on every motion detection Event. We’re working on improvements for this. If your case is different than the one we just described, please let us know so we can get more information to fix it!

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

:thinking: Reddit - iOS cameras when grouped are not displaying properly :thinking:

We recently sent a 2.42 release candidate to beta. Please try it out and let us know if it resolved the issue!

:crescent_moon: Discord - Wyze Cam v3 Pro spotlight will not turn off after first motion detection at night. Resetting fixes it but becomes an issue again about a month later :crescent_moon:

We’re still in beta testing and looking for feedback on this fix. Did it work for you? Please let us know! We’re considering this resolved in beta unless someone speaks up to let us know it’s still an issue for them.

:clock12: Forum - Wyze Cam v3 microSD card Playback is skipping the first minute of every hour (excluding midnight) :clock12:

The beta results for this are promising so we believe it’s resolved in the 11.4293 beta build! We’ll keep providing updates until the fix makes it to a public release.

:sob: Core - Playback stutters when selected for the first few seconds of Playback from the microSD card :sob:

This beta is also looking like it resolved the problem! We’ll keep you updated until the public release happens.

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

We’re waiting to hear an updated test date for the test for the firmware. We’ll send out the info when we have it!

:astonished: Core - Wyze Cam Pan v3 detection zones not working :astonished:

This is likely related to the above home position topic. We’re waiting for the beta test to start.

:face_with_thermometer: Core - Error 3001 is happening on cameras such as Wyze Cam v2 :face_with_thermometer:

No further updates for this one this week! We have been seeing improvement for the 3001 error issue after the fix on Wyze Cam v3. We are going to merge the fix into upcoming Wyze Cam v2 and Wyze Cam Pan firmware. We’ll share updates here as we get them! This is expected to happen after the 11.x update for Wyze Cam v3 and Wyze Cam Pan v2.

:thinking: Core - Cameras appear offline in the app, though they are online and viewable :thinking:

No further update here! We have the design ready for the health checker that will help with this issue. We have it in the pipeline for a future firmware release.

- Updates For Dormant Topics -

:mantelpiece_clock: Wyze Sense Hub Events not showing the correct time :mantelpiece_clock:

We have a beta coming up that addresses the sync issue. We’ll let you know when it’s ready for testing!

Thank you for reading! We’ll see you next week for Fix-It Friday.

4 Likes
22

hi subject for fix it friday. Fix the monitoring tab on the app to allow paid subscribers to access their paid security services

[Mod Note]: User is a beta participant. Ref: Service Advisory for Beta Users - 5/24/2023 and Monitoring tab.

1 Like
23

Howdy! :cowboy_hat_face:

Welcome back to Fix-It Friday! We’re happy that you joined us. Here’s what we have for you this week:

:frowning_face: Forum - When Wyze Cam v3s are in a group some of them will fail to load live feeds and return an Error Code 90 :frowning_face:

We’re still looking for logs and haven’t received any. We’ll be building specific metrics to monitor this but logs would really help! Could you please send those in along with your camera’s MAC address (you can find this in Camera Settings > Device Info) and the timestamp for when the camera went offline? Here are the log instructions:

When the device shows offline, please take out the microSD card and wait a second before re-inserting the card (or inserting a new microSD card). The camera will then make two “ding” sounds usually within 30 seconds.

On your microSD card, there will be a root or log folder with the device log that you can access with a computer. The files are named as xxxxx_log.txt. If there are multiple logs, select the most recent log file.

When you have the log, please email it along with a description of the issue and the date, time, and time zone that it occurred to:

microsdcardlogs@wyze.com

:black_square_button: Core - Cameras detecting motion outside of the detection zone :black_square_button:

We’re looking for logs and further information about this. If you’re experiencing this problem, please let us know and give us a log number following this process:

Recreate the issue. Then 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 here as a reply to me so I can get it to the right folks.

:nerd_face: Reddit - Wyze Video Doorbell Pro is detecting people outside of the motion detection zone :nerd_face:

No further updates here and we could really use some confirmations. Is your case as described?

We’ve noticed some reports of this and see that it mostly appears to happen when the doorbell is using battery. We suspect that the doorbell is going into idle mode to save power. When motion triggers it to record, there is a chance that the detection zone is not fully loaded before recording begins. This shouldn’t happen on every motion detection Event. We’re working on improvements for this. If your case is different than the one we just described, please let us know so we can get more information to fix it!

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

:thinking: Reddit - iOS cameras when grouped are not displaying properly :thinking:

The 2.42 app has been released to the public! Please let us know if this fixed the issue. If we don’t hear back by next week’s update, we’ll remove it from the update list.

:crescent_moon: Discord - Wyze Cam v3 Pro spotlight will not turn off after first motion detection at night. Resetting fixes it but becomes an issue again about a month later :crescent_moon:

We’re still in beta testing and looking for feedback on this fix. Did it work for you? Please let us know! We’re considering this resolved in beta unless someone speaks up to let us know it’s still an issue for them.

:clock12: Forum - Wyze Cam v3 microSD card Playback is skipping the first minute of every hour (excluding midnight) :clock12:

The beta results for this are promising so we believe it’s resolved in the 11.4565 beta build! We’ll keep providing updates until the fix makes it to a public release.

:sob: Core - Playback stutters when selected for the first few seconds of Playback from the microSD card :sob:

This beta is also looking like it resolved the problem! We’ll keep you updated until the public release happens.

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

The test results for the most recent build aren’t ideal yet. We’re still working on adjusting the algorithm. We’ll give you a new update next week!

:astonished: Core - Wyze Cam Pan v3 detection zones not working :astonished:

This is likely related to the above home position topic. We’re waiting for the new algorithm to go through internal testing.

:face_with_thermometer: Core - Error 3001 is happening on cameras such as Wyze Cam v2 :face_with_thermometer:

No further updates for this one this week! We have been seeing improvement for the 3001 error issue after the fix on Wyze Cam v3. We are going to merge the fix into upcoming Wyze Cam v2 and Wyze Cam Pan firmware. We’ll share updates here as we get them! This is expected to happen after the 11.x update for Wyze Cam v3 and Wyze Cam Pan v2.

:thinking: Core - Cameras appear offline in the app, though they are online and viewable :thinking:

No further update here! We have the design ready for the health checker that will help with this issue. We have it in the pipeline for a future firmware release.

  • Updates For Dormant Topics -

:mantelpiece_clock: Wyze Sense Hub Events not showing the correct time :mantelpiece_clock:

We have a blocking issue for the beta but are working on it. We’ll keep you informed!

Thanks, everyone! We’ll be back for Fix-It Friday next week!

3 Likes
24

Hello! :grinning:

Welcome back to Fix-It Friday! We have a callout for new issues this weekend so please remember to vote for the bugs that bug ya before Monday! Here’s what we have for updates this week:

:frowning_face: Forum - When Wyze Cam v3s are in a group some of them will fail to load live feeds and return an Error Code 90 :frowning_face:

We’re still looking for logs and haven’t received any. We know that this is an involved process but they really help! We’ll be building specific metrics to monitor this but could use your assistance. Could you please send those in along with your camera’s MAC address (you can find this in Camera Settings > Device Info) and the timestamp for when the camera went offline? Here are the log instructions:

When the device shows offline, please take out the microSD card and wait a second before re-inserting the card (or inserting a new microSD card). The camera will then make two “ding” sounds usually within 30 seconds.

On your microSD card, there will be a root or log folder with the device log that you can access with a computer. The files are named as xxxxx_log.txt. If there are multiple logs, select the most recent log file.

When you have the log, please email it along with a description of the issue and the date, time, and time zone that it occurred to:

microsdcardlogs@wyze.com

:black_square_button: Core - Cameras detecting motion outside of the detection zone :black_square_button:

If you experienced this, could you please tell us which camera had this problem? Was it Wyze Video Doorbell Pro or another camera?

We’re looking for logs and further information about this. If you’re experiencing this problem, please let us know and give us a log number following this process:

Recreate the issue. Then 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 here as a reply to me so I can get it to the right folks.

:nerd_face: Reddit - Wyze Video Doorbell Pro is detecting people outside of the motion detection zone :nerd_face:

No further updates here and we could really use some confirmations. Is your case as described?

We’ve noticed some reports of this and see that it mostly appears to happen when the doorbell is using battery. We suspect that the doorbell is going into idle mode to save power. When motion triggers it to record, there is a chance that the detection zone is not fully loaded before recording begins. This shouldn’t happen on every motion detection Event. We’re working on improvements for this. If your case is different than the one we just described, please let us know so we can get more information to fix it!

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

:thinking: Core - Cameras appear offline in the app, though they are online and viewable :thinking:

We saw significant improvement for this on the 10.4054 firmware that is available to the public. We’re working on a firmware diagnostic system to help in addition to the improvements we’ve made.

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

We’re still not liking the test results so far. We’re reworking the fix and are going to run it through testing again in mid-June

:astonished: Core - Wyze Cam Pan v3 detection zones not working :astonished:

This is related to the above issue. We’re working on a new algorithm to test and will keep you posted.

:crescent_moon: Discord - Wyze Cam v3 Pro spotlight will not turn off after first motion detection at night. Resetting fixes it but becomes an issue again about a month later :crescent_moon:

We’re still in beta testing and looking for feedback on this fix. Did it work for you? Please let us know! We’re considering this resolved in beta unless someone speaks up to let us know it’s still an issue for them.

:clock12: Forum - Wyze Cam v3 microSD card Playback is skipping the first minute of every hour (excluding midnight) :clock12:

The beta results for this are promising so we believe it’s resolved in the 11.4565 beta build! We’ll keep providing updates until the fix makes it to a public release.

:sob: Core - Playback stutters when selected for the first few seconds of Playback from the microSD card :sob:

We sent out another beta! If you’re a beta tester, please give it a try. We believe this issue was resolved in a previous beta but now is the time to tell us if you’re still experiencing it!.

:face_with_thermometer: Core - Error 3001 is happening on cameras such as Wyze Cam v2 :face_with_thermometer:

We’ll start testing the Wyze Cam v2 and Wyze Cam Pan fixes for this after the 11.X firmware in beta goes to the public. So we’re hoping that beta testers will see this soon!

- Updates For Dormant Topics -

:mantelpiece_clock: Wyze Sense Hub Events not showing the correct time :mantelpiece_clock:

We have a beta targeting release on June 7th and we’re wrapping up the internal testing now. We’ll let you know when it’s ready for you!

Thanks for reading! See you next week with our new batch of Fix-It Friday updates!

3 Likes
25

When I tested this for another user who reported it to me, it went exactly as confirmed in this description…only happened when first waking up from a long idle while on battery. I have not tested with it plugged in, and even on battery, if I tried testing within just a few minutes after the previous test, then it obeyed the detection zone. So the quoted description matches my experience exactly.

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I really would love to help, but it’s unfortunate that all of my cameras are 15+ ft high, and I only have a 15 yr old laptop and no micro SD card adapter. So I really don’t think I could help much in this case.

If I can I’ll try and get a micro SD card adapter and see if it’ll work on the old computer but no promises bc I am really busy lately. Hoping other users who experienc this issue will provide some logs, if not then I’ll have to bc this issue has been affecting my cameras in a group for over a month.

27

There is more than a good chance that your Android phone has a second SD Card slot that will accept the card and mount it as a readable drive. It will add a bunch of Android folders to the root of the card, but they can be deleted or just reformat the card once back in the cam.

If no SD Card slot, the other option is OTG (On The Go). My Moto has it. Most newer phones do. The power charge port is both Data and Power. Plug in a Card Reader there (mine is USB C) and it mounts and reads the card like an external drive. But, this would be the same solution as getting a USB A card reader for the laptop.

1 Like
28

Yes, it has a micro SD card slot!

Where would I go to view the root or log folders ? I am new to this android stuff

29

Once you put it in it should prompt you if you want to use it as removable storage. Then, once it mounts it as such, you should be able to see it in the default file browser app that you got w\ the phone. You may have to enable some permissions though.

I don’t use the phone’s file browser. I use X-Plore. Ended up buying the pro version it was so good. Incredible little app, great UI, packed with tons of awesome features. I enabled root permission so that it can see all protected and rooted folders as well on the phone, SD, or OTG mounted card.

I have a 256GB SD mounted in my phone’s extra slot that I use for all my personal data files that get backed up to the cloud, photos and such so the phone’s internal storage doesn’t get overrun with a bunch of archived data. That leaves the phone’s storage for all the apps I can pack into it.

1 Like
30

Hey @WyzeJasonJ I just emailed 4 logs.

I will continue to monitor this and try and get as many logs sent ASAP. Please let me know if you need anymore.

Thanks to @SlabSlayer for the help! I would’ve never thought to use my Samsung Galaxy S20 FE micro SD card slot to use as the SD card reader. Thanks for guiding me to get this issue to Wyze.

Let’s hope we can get this issue fixed :slight_smile:

3 Likes
31

Log submitted for camera detection motion outside the detection zone. Log ID 1063978. This happens all day every day on my Wyze Cam Outdoor v2. Thank you.

3 Likes
32