I have subscribed HMS since initial rollout and it was been perfect. My wife is the primary account holder and she shared the service with me so I can arm and disarm from my account. In the last week, I have been unable to arm the alarm in away or home mode. I get a message “Away arming failed”. I tried with both Android and ios devices and can’t arm the system with either. Everything else works perfectly (even disarm).
Thinking my account is the problem, I set up a new user account and shared with that account, still can’t arm.
My wife is able to arm through the app and the keypad is able to arm. It is only the shared accounts that won’t arm.
I have rebooted the hub by pressing the reset button until the lights started blinking. I hate to do too much as I don’t want to lose the ability the arm from my wife’s account or the keypad. Seems more like a software problem to me.
Any ideas how to fix would be appreciated.
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If the primary account is still able to do everything, just not shared accounts and you even tried using a brand new shared account, then I agree that it is probably a software bug.
I would contact support to get this officially logged in their tracking system. You are the first person I’ve seen reporting this so far, but probably won’t be the last.
Can you please post what app version you have that is having this issue? I suspect it is the latest public “Hotfix” app version, but I would like to verify this officially.
To get your exact App version: Open the app → Go to the Account tab → Select About
As for a potential fix…after getting this officially logged by support, if I were in your situation, on an Android phone, I would try side-loading an OLDER version of the app from APK mirror and see if that fixes the problem for you, then wait to install any updates until they get that resolved (go into Google Play and uncheck the auto-update feature for the Wyze App). I suspect that is likely to resolve your issue.
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My app version is 3.2.2 (586).
These are great ideas. I will do as you suggest.
My only concern with logging the issue is that some on this board apparently have had their grandfathered plans ($60/yr) canceled by wyze. I definitely do not want that to happen.
Thanks for your advice.
As I suspected. I think you are right that the latest hotfix app version is causing this issue for you while the previous versions are not. I suspect you should be fine side-loading any earlier version, but it might be good to go down a couple of versions to the 3.2.0.580 version just to be sure.
I don’t think that should be an issue (if this happened to you we could submit an escalation to get it fixed as we have with some other people in the past to get their grandfathered rate back since it was through no fault of their own). Nevertheless, I understand your concern. Maybe it is worth just going straight to sideloading the new app and see if that resolves it. If so, then we will know the issue is just with the hotfix app and if you confirm with us that is the issue, we will pass that on to some Wyze employees for you, without you worrying about a support agent potentially canceling and restarting your subscription.
I installed the previous version of the wyze app on my Android phone (3.2.1 (581)) and I still have the issue of not being able to arm.
I’m not inclined to submit this issue to wyze because of my concern and the fact that it is working and I can’t lose the service for any amount of time.
Thanks for all of your help.
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Thanks for the followup. I’ll keep an eye out for similar reports on the other platforms too.
Exact same problem here. Uninstalling and re-installing the app on the secondary user’s phone did not fix it.
This is a critical problem.
It needs to be escalated and fixed promptly.
Does Wyze do regression testing in-house?
Or is that outsourced to us paying customers?
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I will make sure someone at Wyze is aware of this.
I’ve now seen 4 confirmations that this problem is happening to people, so it’s definitely not an isolated incident and is easy to confirm (I just went and tested it myself).
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Good news! I was able to arm my Wyze alarm system as a shared user this morning. It seems Wyze must fixed it in their end because I didn’t do anything on my end. Hopefully it now works for other affected users.
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Thank you for your help with this. I appreciate all of your problem solving advice and leadership in getting this issue solved.
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That is so great! I am thrilled they listened to feedback on this! This is the type of response I was hoping for from them.
Thank you for the follow-up!