Fix-It-Friday 6/3/2022

Original Wyze Lock draining batteries fast sometimes

In different platforms (Forums, Discord, Reddit), I have seen multiple people saying that their locks are draining the battery abnormally fast for some reason. This is the latest post that reminded me to bring this up for Fix-It-Friday:

But this is not an isolated report. I have seen several, so it is worth reporting to see if someone can figure out why this happens to some people and not others.
(In that thread I suspected it might be related to a door misalignment issue causing excessive friction or something)

3 Likes

Any progress on the broken creating new Alexa Routines with Wyze cameras? It’s been at least 5 weeks since it has last worked. It was addressed in the May 5th fixit Friday but without resolution. Really want this back!!:smiling_face_with_tear:
Actually - I see that over on Wyze Reddit - it was posted on 6/1 that there may be a fix by June 10th from the Alexa side of things. Fingers crossed!!

1 Like

I had an independent research firm look this topic over and they say my ‘fix’ has the most merit

Vote peep! :ballot_box: (just upthread…)

Hi, everybody! :smiley:

Thank you for all the submissions that came in this weekend! We have a nice new list of topics to dig into.

Here’s what’s new:

Forum - Wyze Air Purifier Insights graph is not updating when expected :chart_with_upwards_trend:

We’re looking into this! Thanks for the report. We fixed something similar recently and are checking to see what’s going on here.

Core - Stationary vehicle tagging and person detection tagging shadows :taxi:

Alright, this one actually brings back an already active topic! But we figured we’d let you know about the developments for our AI Fix-It Friday entries.

We’re working on improvements that will allow us to flag (or ignore) objects that are stationary. One of the key components of this is that we need the camera to tell the cloud if the object has moved or not. This is going to require a firmware update and will be part of the multiple months-long process that we’ve been undertaking. When complete, this will allow things like moving vehicle detection instead of just telling you a vehicle was in the shot.

We’re also working on a solution that will show you what was identified as a person, vehicle, pet, etc. We suspect that folks are understandably assuming that the tagged motion would be what got tagged as an object like a person or pet but that’s not always the case. When you’re able to see what was recognized, you’ll be able to adjust the camera angle or the environment it’s looking at to reduce false positives. But this will also take a while and require a firmware update.

Because these initiatives will go a long time without updates that are meaningful to folks outside of the engineering team, we’re going to remove this from the update list until we have something more concrete to tell you about timing and progress.

Core - Shortcuts aren’t always working properly

We’re sending this over to the team for review! Could you please give us more details about the Shortcuts and their success ratio? Have you sent in any logs after some failed to run properly? What does the Rule History say the reason for failure was? To find that, go into Account > Rules > History.

The next time you see this go funky, please submit a log through the following instructions and then post the log number here:

Account > Wyze Support > Submit a Log > Make sure you select your affected device and describe the issue in the description field. Giving the date, time, and time zone that you ran into the problem will help us locate the relevant area of the log more quickly!

Reddit - Wyze Cams on Cam Plus are only receiving Wyze AI notifications and not the standard motion-only notifications

Alright, the first step on this one is to make sure that your settings are correct on your side. There’s a lot that could go on here but the fastest thing to resolve is usually if the settings just need to be adjusted. Could you please let us know what your detection and notification settings are set to? In this case, we especially want to make sure that the All Other Motion option is turned on. If that’s all configured correctly, we’ll need to dive deeper into this like checking to make sure the cloud is matching your displayed settings in the app.

Discord - Camera is ignoring detection settings like sensitivity and zone

We have the team looking into this! If you’re running into this problem, please let us know the following information:

  • What cameras are impacted (Wyze Cam v3, Wyze Video Doorbell, etc.). Using the full product name will help us isolate this faster.
  • What app version you’re currently using.
  • After this happens, please submit a log using the following instructions and post the log number here:
    • Account > Wyze Support > Submit a Log > Make sure you select your affected device and describe the issue in the description field. Giving the date, time, and time zone that you ran into the problem will help us locate the relevant area of the log more quickly!

Let’s Take a Look at Some Previous Submissions

Cannot select Wyze Cams when building Alexa Routines in the Alexa app

This should be fixed around June 10th! The Alexa team says that’s when their app update that has the bug fix should be going out. Please let us know if the update does not resolve this for you. Otherwise, we’ll be taking this off of the update list.

Person Detection for Cam Plus Lite can’t be used in Wyze Rules but did work for Legacy Person Detection

We’re testing 2.32 in beta but need to make a new build. Hopefully we’ll have a new version ready for you to try later this week! If not, next week will probably have the release candidate.

Cam Plus Person Detection is turning off for people. One person reports a factory reset resolving the problem

We’ve been waiting for logs and other reports of this to come in for Fix-It Friday but haven’t been seeing any come in. If you see another community member experiencing this, please send them over to read this and lend a hand! Or just link to their post and we’ll follow up. If we don’t get any communication about this issue by next week, we’ll remove it from the update list.

Here are the log submission instructions again in case you’re experiencing this issue:

Account > Wyze Support > Submit a Log > Make sure you select your affected device and describe the issue in the description field. Giving the date, time, and time zone that you ran into the problem will help us locate the relevant area of the log more quickly!

6 Likes

Wyze is adding all these new products but tech support has yet to address or respond to my V3 Cam plus issue for almost 2 years now. I have entered more that 3 support requests with no response and numerous customer service people have spent over a few hours trying to help - please advise!!!

1 Like

What issue are you having? Please create a thread in the appropriate category for further assistance.

Conversation is located here.

2 Likes

Hey hey, everyone! :grinning:

It’s a new week and that means a new round of Fix-It Friday updates.

Here’s what’s new:

Forum - Wyze Air Purifier Insights graph is not updating when expected

We’re continuing to look into this internally to see what we can uncover! We should have an update next week with more details.

Core - Shortcuts aren’t always working properly

We weren’t able to get any examples from our communities over the past week so we haven’t been able to make any progress on investigating what exactly is going on here. We’ll need your help to look further into this!

Is this happening to you? Please give us more details about the Shortcuts and their success ratio! Have you sent in any logs after some failed to run properly? What does the Rule History say the reason for failure was? To find that, go into Account > Rules > History.

The next time you see this go funky, please submit a log through the following instructions and then post the log number here.

Logs can be submitted through Account > Wyze Support > Submit a Log > Make sure you select your affected device and describe the issue in the description field. Giving the date, time, and time zone that you ran into the problem will help us locate the relevant area of the log more quickly!

Reddit - Wyze Cams on Cam Plus are only receiving Wyze AI notifications and not the standard motion-only notifications

We also weren’t able to get any additional cases or any additional detail from our communities on this issue.

Is this happening to you? The first thing that we ask is that you make sure that your settings are correct on your side. There’s a lot that could go on here but the fastest thing to resolve is usually if the settings just need to be adjusted.

Settings looking good? Could you please let us know what your detection and notification settings are set to? In this case, we especially want to make sure that the All Other Motion option is turned on. If that’s all configured correctly, we’ll need to dive deeper into this like checking to make sure the cloud is matching your displayed settings in the app. Send us a reply here and let’s take a look.

Discord - Camera is ignoring detection settings like sensitivity and zone

Unfortunately, we also weren’t able to get any additional cases or detail from our communities for this issue. We have the team ready and actively looking into this! If you’re running into this problem, please let us know the following information:

  • What cameras are impacted (Wyze Cam v3, Wyze Video Doorbell, etc.). Using the full product name will help us isolate this faster.
  • What app version you’re currently using.
  • After this happens, please submit a log using the following instructions and post the log number here:
    • Account > Wyze Support > Submit a Log > Make sure you select your affected device and describe the issue in the description field. Giving the date, time, and time zone that you ran into the problem will help us locate the relevant area of the log more quickly!

Let’s Take a Look at Some Previous Submissions

Cannot select Wyze Cams when building Alexa Routines in the Alexa app

The Alexa app update to fix this has been released and we’ve seen definitive reports saying that this is fixed from the community. Woo!

Person Detection for Cam Plus Lite can’t be used in Wyze Rules but did work for Legacy Person Detection

The release candidate for the Wyze app’s 2.32 update has been released with a fix for this! The new update is planned to be released to the general public later this week, so be on the lookout for it!

Wyze Video Doorbell Pro view automatically rotates in the Wyze app even with the phone locked to portrait mode

This is another one resolved in the 2.32 app update! Keep your eye out for an update sometime this week to deliver this fix to the general public.

Wyze Video Doorbell is getting stuck on 3/3 instead of displaying the live stream

This is a tricky one! We’re still working on another build for internal testing that addresses this issue. Thanks for your patience.

Wyze Headphones no longer use auto-pause but the headphones go into Transparency Mode still when laying down

We also weren’t able to get any additional cases or any additional detail from our communities on this issue. Here’s last week’s update - please make sure to pass the info to us if you’re experiencing this issue so we can figure out what’s going on:

Alright, so this one is a bit more complicated than initially hoped because it deals with two features: auto-pause and Transparency Mode. We’re trying to isolate the different issues so we can tackle them effectively.

Have you ever had auto-pause or Transparency Mode randomly turn on? If so, could you please let us know what your settings were when this happened? And if possible, please send in a log if this happens to you and let us know the log number so we can pair it with our report. Here are the log instructions:

Account > Wyze Support > Submit a Log > Make sure you select your affected device and describe the issue in the description field. Giving the date, time, and time zone that you ran into the problem will help us locate the relevant area of the log more quickly!

Wyze Sense Hub firmware 4.32.8.213 causes issues with Rules and notifications or frequent rebooting

We’re not hearing any additional reports of issues with Rules or Notifications from Wyze Sense Hubs.

For the pairing and rebooting issues, we believe that we’ve gotten to the bottom of the most commonly-occurring issue, triggered by systems that have 50+ accessories. We’re currently working on a fix to be rolled out in the next firmware update for the Wyze Sense Hub; we don’t have an ETA quite yet, but rest assured that we’re on it!

Wizard chat ends when navigating to the main app page

We hit some snags last week and are continuing to work with Zendesk on rolling out Agent Workspace to allow asynchronous chatting and to improve stability. Our current plan is to run another test sometime this week and hopefully roll it out before the end of the month. We’ll keep you posted!

Audio out of sync on saved videos

QA testing for the Wyze Cam v2/Wyze Cam Pan v1 firmware build that is designed to help with this should wrap up sometime this week. If that all looks good, then we’ll be sending this firmware update to beta soon after!

Cameras appear offline in the app, though they are online and viewable.

Wyze Cam v2 and Wyze Cam Pan v1 have had their backend networking code overhauled in the upcoming firmware update, and we suspect that it will take care of this issue. Once it finishes QA testing this week, we’ll start planning to send this firmware update to public beta!

Attempting to view microSD card Playback when viewing an Event from a Wyze notification results in the, “No microSD card installed in camera” error

An improvement to this is currently in beta and seems to be helping. We’re also finishing the QA testing on the new one and will send it out this week if everything looks ready. Separately, we have an improvement in the upcoming 2.32 app that won’t show the message until after the camera finishes loading, which will reduce how often folks are seeing this message erroneously.

Thanks for reading! Remember, if you are experiencing one of these bugs and we have a callout for info, we want to hear from you! Let’s work together to improve your Wyze experience.

2 Likes

How do we send a log for something that doesn’t happen???

I know that when I switch on a detection zone my cameras are less sensitive to movement and certain events are not recorded - like my neighbour who always goes out with a flashlight to walk his dog at 21.30. If I have a detection zone active on that camera it doesn’t record his activity

@WyzeJasonJ - please explain how submitting a log for something that doesn’t happen is possible.

Same way as when something does happen, just make sure to explain it in the comments of the logs, and maybe give them a time estimate of when it should’ve occurred.

Open the camera,
Select the settings gear icon,
Wyze Support
Submit a Log
Select the appropriate issue (in this case, Camera performance, Then type out an explanation to them, include the time estimate so they can narrow their search in the logs. If you have screenshots to attach to help them see what you mean, attach them as well. It will help them understand.

:+1:

1 Like

There is nothing to log - no event is recorded. So I am sending a log about nothing?

1 Like

@ plus logs have been submitted over the last 2 YEARS and no one has addressed this issue. I just submitted a new log. I have also spent hours (3 - 4) with regular support to resolve this issue. … While Wyze is great at bringing out new products and attempting to attract new customers, helping existing customers solve their problems doesn’t appear to be a priority.
This has been ongoing for 2 years now, please help.
Sensitivity at 70 or higher - detection zone 3 squares high across walking area, person detection ONLY on.

1 Like

When you send the log, even if nothing happens, it will give them info of what is going on in the app and may help them figure out the issue.

2 Likes

@dogwood1614

We shouldn’t need to spend so much time on the faults of these cameras / firmware / software.

They should be reasonably maintenance free from a user’s point of view.

I have switches, bulbs, mesh wi-fi, thermostats and other devices running in my home and none of them need any maintenance … They basically work all the time and the integrations between them work all the time - no need to restart, no need to power cycle, no need to worry about updates breaking their functionality.

None of them are Wyze.

1 Like

The person detection will not work below 70 sensitivity setting. The person crossing the screen is highlighted with a green square but will not trigger a event below 70 at 35 feet away. With the sensitivity at 70 or above I get numerous, numerous events that are completely bogus events. Having 33 events in 3 hour is not acceptable.

Please help

1 Like

What a “novel concept”, … In defense, I understand designing new products come with their own set of problems. It’s just part of the growing process. However, after numerous calls and logs submitted with now response, that is “Pure Laziness” or existing customers no longer have any value to Wyze.

1 Like

I turned off all the AI months ago and rely on ordinary motion events as the AI was missing too much. I still use CamPlus to avoid the cool down period but I review all events manually.

Since I got eight V3s I have noticed a decline in their functionality and they do not perform as well as they did a year ago. I once sent a log to Wyze but never got any progress on it so I gave up on sending any more.

I am actively looking for a replacement camera system as it seems that Wyze, from my point of view, does not have a long term future. They seem to be more interested in pushing new products - vacuum cleaners, gun safes, scales !!!

I have trees that move in the wind so I have used the detection zone to exclude detection in the top left corner of the screen. If it is switched off then I see my neighbour every night with his flashlight walking his dog. If it is turned on then I don’t see him. He is nowhere near the excluded part of the screen.

I could send logs of nothing to Wyze - but nothing will get done about it.

1 Like

I sent in a log but with no video. It is real hard to send a video when 1 does not happen. That’s my issue. The green square will appear on the person but it will not record under a setting of 70. And the detection zone highlighted is the area he walks to & from his car. I have called & sent logs for 2 years now with “zero response” from Wyze. Is this how you treat all customers?

1 Like