# Help Needed: Collecting Device MAC for Doorbell v2 Offline Issue **URL:** \ **Category:** Cameras\ **Tags:** android-and-ios, video-doorbell-v2\ **Created:** [August 7, 2024, 12:54am UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554 "2024-08-07T00:54:07Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![WyzeBaohua](https://avatars.discourse-cdn.com/v4/letter/w/22d042/32.png) [@WyzeBaohua](https://forums.wyze.com/u/WyzeBaohua)\ **Post date:** [August 7, 2024, 12:54am UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/1 "2024-08-07T00:54:07Z")
Hello Wyze Community, We have noticed that some users are experiencing offline issues with their Doorbell v2 devices. To better understand and resolve this problem, we need your help in collecting device MAC. If you have time and would like to help us investigate this issue, please DM me the device MAC and the offline timestamp of Doorbell v2. Your assistance is crucial in helping us address this issue effectively. We appreciate your time and effort in contributing to the improvement of the Doorbell v2. Thank you for your support! ---
**Author:** ![djcarter](https://avatars.discourse-cdn.com/v4/letter/d/d2c977/32.png) [@djcarter](https://forums.wyze.com/u/djcarter)\ **Post date:** [August 8, 2024, 2:08am UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/2 "2024-08-08T02:08:19Z")
I will send you my MAC addresses. Not sure about the offline timestamp but I will look for it. This is a widespread problem judging from the numerous posts and threads here. Some of us are nervous about being stuck with worthless hardware. It would be very helpful if Wyze would put out a statement here acknowledging the issue and explaining what is being done to resolve it and the level of urgency. I realize this post is a start but I feel like we need to hear more from Wyze on this. ---
**Author:** ![WyzeDongsheng](https://sea2.discourse-cdn.com/wyze/user_avatar/forums.wyze.com/wyzedongsheng/32/1536_2.png) [@WyzeDongsheng](https://forums.wyze.com/u/WyzeDongsheng)\ **Post date:** [August 8, 2024, 9:44pm UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/3 "2024-08-08T21:44:39Z")
Bump this one up ---
**Author:** ![tsparks0880](https://avatars.discourse-cdn.com/v4/letter/t/848f3c/32.png) [@tsparks0880](https://forums.wyze.com/u/tsparks0880)\ **Post date:** [August 9, 2024, 2:49am UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/4 "2024-08-09T02:49:09Z")
On my second doorbell and same problem within 24hrs. I have three properties and within the past two months they all have started having this offline issue. My WiFi is great, gig fiber and every one of my OG cams stay online all the time ---
**Author:** ![Roy1](https://avatars.discourse-cdn.com/v4/letter/r/ba8739/32.png) [@Roy1](https://forums.wyze.com/u/Roy1)\ **Post date:** [August 10, 2024, 9:56pm UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/5 "2024-08-10T21:56:37Z")
My doorbell v2 disconnects after a short time. We have retried a number of time but it disconnects within hours MAC D03F27B71BAA Firmware Version 4.51.2.0578 Plug in version 3.0.9 ---
**Author:** ![djcarter](https://avatars.discourse-cdn.com/v4/letter/d/d2c977/32.png) [@djcarter](https://forums.wyze.com/u/djcarter)\ **Post date:** [August 12, 2024, 4:46pm UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/6 "2024-08-12T16:46:40Z")
See other threads for posts related to ATT routers possibly causing the issue. ---
**Author:** ![BigDeer](https://avatars.discourse-cdn.com/v4/letter/b/7ba0ec/32.png) [@BigDeer](https://forums.wyze.com/u/BigDeer)\ **Post date:** [August 13, 2024, 1:47am UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/7 "2024-08-13T01:47:53Z")
> [@WyzeBaohua](#): > > Hello Wyze Community, > > We have noticed that some users are experiencing offline issues with their Doorbell v2 devices. To better understand and resolve this problem, we need your help in collecting device MAC. If you have time and would like to help us investigate this issue, please DM me the device MAC and the offline timestamp of Doorbell v2. > > Your assistance is crucial in helping us address this issue effectively. We appreciate your time and effort in contributing to the improvement of the Doorbell v2. > > Thank you for your support! Mac D03F27B6FD09 What’s the offline time stamp? ---
**Author:** ![Boomah](https://avatars.discourse-cdn.com/v4/letter/b/c68b51/32.png) [@Boomah](https://forums.wyze.com/u/Boomah)\ **Post date:** [August 13, 2024, 5:25pm UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/9 "2024-08-13T17:25:59Z")
MAC 80482C321708 Firmware 4.51.2.0578 Orange blinking ring of death always happens within 12 hours of a factory reset. Nothing I can seem to do about it. Plenty of signal, Even switched to a strictly 2.4 GHz network with its own unique name. Posting it here because I can’t for the life of me figure out how to DM someone on the support forum. ---
**Author:** ![Crease](https://sea2.discourse-cdn.com/wyze/user_avatar/forums.wyze.com/crease/32/123254_2.png) [@Crease](https://forums.wyze.com/u/Crease)\ **Post date:** [August 13, 2024, 5:41pm UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/10 "2024-08-13T17:41:34Z")
Welcome to the Forum, @Boomah! 👋 > [@Boomah](#): > > Posting it here because I can’t for the life of me figure out how to DM someone on the support forum. You can click the user’s name or profile picture to see that person’s user card and then click the 📧 MESSAGE button: ![image](https://us1.discourse-cdn.com/wyze/original/3X/b/0/b05b1292738d9218d636461f617145634a299eb6.png) I don’t recall if that’s covered in any of the Forum tutorials, but you can get to those by sending a direct message to @discobot. Try a message like “start tutorial” or “display help”. ---
**Author:** ![mark.kuruc](https://avatars.discourse-cdn.com/v4/letter/m/7ea924/32.png) [@mark.kuruc](https://forums.wyze.com/u/mark.kuruc)\ **Post date:** [August 13, 2024, 9:40pm UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/12 "2024-08-13T21:40:05Z")
I don’t have that message button when clicking on the user name and viewing their card. ---
**Author:** ![Seapup](https://sea2.discourse-cdn.com/wyze/user_avatar/forums.wyze.com/seapup/32/118966_2.png) [@Seapup](https://forums.wyze.com/u/Seapup)\ **Post date:** [August 13, 2024, 10:07pm UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/13 "2024-08-13T22:07:52Z")
> [@mark.kuruc](#): > > I don’t have that message button I increased your forum trust level to allow you to send messages. You should now be able to see the Message button as indicated by [Crease](https://forums.wyze.com/u/Crease). ---
**Author:** ![Crease](https://sea2.discourse-cdn.com/wyze/user_avatar/forums.wyze.com/crease/32/123254_2.png) [@Crease](https://forums.wyze.com/u/Crease)\ **Post date:** [August 13, 2024, 10:08pm UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/14 "2024-08-13T22:08:54Z")
> [@Seapup](#): > > I increased your forum trust level to allow you to send messages. Oh, right on. I didn’t realize that’s a Trust Level issue. Makes sense. ---
**Author:** ![ToyzRUsKid1976](https://sea2.discourse-cdn.com/wyze/user_avatar/forums.wyze.com/toyzruskid1976/32/6145_2.png) [@ToyzRUsKid1976](https://forums.wyze.com/u/ToyzRUsKid1976)\ **Post date:** [August 14, 2024, 1:42pm UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/15 "2024-08-14T13:42:06Z")
Chiming in so I can track this post in case there are updates. Shout out to @WyzeJasonJ for being awesome and passing my MAC over. Clearly there’s traction on the issue. They knew my camera went off line before I did. I’m a software analyst, so I can’t help but over-analyze bugs. **Things I’ve tried:** Putting the camera on a dedicated 2.4 network to rule out issues with seeing the 5.0 network - No Impact _I can’t change this but did want to add that I too have AT&T Fiber_ Removed the SD card - No Impact Turned off the new Wide View (forget the actual name) - No Impact Did not share the camera when I did a factory reset - No Impact (figured it was worth a shot) Left the Familiar Faces notifications check marks unchecked. - No Impact **I still question the Familiar Faces** given the fact that I can still administer the notifications but not the actual saved faces due to not having Cam Unlimited. I was in the Alpha and Beta testing for the “Familiar Faces” service. I had a handful of people defined so the AI could identify them. Fast forward to moving Familiar Faces from a “free” beta feature to a paid feature only available via Cam Unlimited. While I lost the option to administer the saved faces via the account tab, I still have the option to administer the notifications with my Cam Plus subscription. Is there any chance the system still recognizes that Familiar Faces was previously setup and is trying to hit that service but errors out because it’s not a registered service? I know there are quite a bit of calls to the AI services. Curious if the change to FF threw a wrench in the gears. **I’m almost certain this issue started when Friendly Faces moved out of beta and was only made available to Cam Unlimited.** _Any chance those of you with this issue also played around with Friendly Faces when it was in beta and had saved faces?_ Hopefully the logs I sent over this morning help out. ---
**Author:** ![ubhuato](https://avatars.discourse-cdn.com/v4/letter/u/a9a28c/32.png) [@ubhuato](https://forums.wyze.com/u/ubhuato)\ **Post date:** [August 14, 2024, 1:48pm UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/16 "2024-08-14T13:48:39Z")
I cannot DM either so my info is below. MAC : 80482C311E00 Firmware : 4.51.2.0578 Not sure on timestamps but mine will be ok for about a day max and every morning it is offline again. Using ATT fiber internet but running this one on the 2.4Ghz. ---
**Author:** ![leet1976](https://avatars.discourse-cdn.com/v4/letter/l/b782af/32.png) [@leet1976](https://forums.wyze.com/u/leet1976)\ **Post date:** [August 14, 2024, 6:07pm UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/17 "2024-08-14T18:07:17Z")
I cannot send a direct message either. I do not want to post my MAC address in a public forum. Can you enable the direct messaging option on my account? ---
**Author:** ![Seapup](https://sea2.discourse-cdn.com/wyze/user_avatar/forums.wyze.com/seapup/32/118966_2.png) [@Seapup](https://forums.wyze.com/u/Seapup)\ **Post date:** [August 14, 2024, 6:13pm UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/18 "2024-08-14T18:13:49Z")
> [@leet1976](#): > > I cannot send a direct message either. You already have the ability to send a direct message to [WyzeBaohua](https://forums.wyze.com/u/WyzeBaohua). Click their icon as shown in this post above: [Help Needed: Collecting Device MAC for Doorbell v2 Offline Issue - #10 by Crease](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/10) ---
**Author:** ![altdj](https://avatars.discourse-cdn.com/v4/letter/a/3d9bf3/32.png) [@altdj](https://forums.wyze.com/u/altdj)\ **Post date:** [August 17, 2024, 1:49pm UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/19 "2024-08-17T13:49:43Z")
D03F27D28386 has the same issue. Network is solid. The doorbell is the closest to the router of my 3 Waze cams and is the only one experiencing an issue. ---
**Author:** ![BigDeer](https://avatars.discourse-cdn.com/v4/letter/b/7ba0ec/32.png) [@BigDeer](https://forums.wyze.com/u/BigDeer)\ **Post date:** [August 17, 2024, 2:02pm UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/20 "2024-08-17T14:02:35Z")
I’m also unable to DM my information. ---
**Author:** ![Seapup](https://sea2.discourse-cdn.com/wyze/user_avatar/forums.wyze.com/seapup/32/118966_2.png) [@Seapup](https://forums.wyze.com/u/Seapup)\ **Post date:** [August 17, 2024, 2:06pm UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/21 "2024-08-17T14:06:04Z")
Try now. ---
**Author:** ![BigDeer](https://avatars.discourse-cdn.com/v4/letter/b/7ba0ec/32.png) [@BigDeer](https://forums.wyze.com/u/BigDeer)\ **Post date:** [August 17, 2024, 2:16pm UTC](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554/22 "2024-08-17T14:16:47Z")
It works, thank you. [Next page](https://forums.wyze.com/t/help-needed-collecting-device-mac-for-doorbell-v2-offline-issue/306554.md?page=2)