I have not been able to see the live stream of my Wyze cameras for over 2 months now, when using iPhone or iPad. They all work just fine using a desktop computer, but not on iPhone or iPad. The internet is working and the cameras are online since they record any triggering movement. It is very frustrating not be able to see the live stream. I tried the live stream on local network and outside of the network. It just doesn’t work. If I power cycle the cameras the live stream works for about 10 minutes on iPhone and iPad, and then it quits working. It just spins, sometimes saying that device is offline other times give some error codes. Again, on the desktop computer the live stream works just fine. I have Wyze Cam v3 pro, Cam Pan v3 and Cam Outdoor that no matter what I tried I cannot get the live stream going on the mobile devices. The Wyze Battery Cam Pro that I purchased at the beginning of this year works fine and I can see the live stream on iPhone and iPad. But not for all the other ones.
I submitted multiple tickets with Wyze Customer Service, I followed their instructions to update/reset the app and cameras and nothing. In the end they all said to just submit the logs from each camera and the engineers will try to figure out.
I am getting to the point that I am going to give up on Wyze and move to a different platform. I know the live stream was an issue for them a few months ago, but what company takes months to troubleshoot and figure out the issue?
Am I the only user who has issue with Live Stream? PLEASE HELP!
There is a known issue where some people are having a problem live streaming their cameras when their device is on a different network from the cameras. Wyze has found the cause and solution for a few different reasons for this, and is working on testing all the solutions. So hopefully there will be a fix coming out soon for anyone experiencing that still.
If you are using cable internet like Comcast Xfinity, some people have reported that the problem seems to be related to the xb7 gateway, and if they upgrade to the new xb8 gateway, or run their gateway in bridge mode and use a different router instead than their cameras will stream normally again.
If you are on the same network as the cameras, and still not able to live stream them, then this is a totally different issue, and not a normal one that is really known. Really known. In that case you should contact support so they can log in and look into it.
@carverofchoice Thank you very much for your input!
So my problem with the live stream is while being on the same network as cameras and also outside of that same network. I have contacted Wyze Customer Service multiple times and they only have me do generic troubleshooting like power cycling the cameras, making sure the firmware is up to date, reset the getaway for the Wyze Outdoor cameras, etc. Nothing helped. When they ran out of options they said to submit the logs from each camera and the engineers will try to figure out. They never offered to login and look into the issue, and to be honest i dont think I would be comfortable with them doing that: they seem to be reading from a script, and just copy/paste some troubleshooting steps, without actually having a good understanding on how systems work.
Looking at your reply, I do have Comcast Xfinity at my house and I have the xb7 gateway. It is crazy to believe that would be the problem. I wonder how many other users had this set up and they discovered being the issue.
Any other ideas on how to fix my live stream issue?
I have the same problem. The live feeds on my desktop keep dropping. I am also on Xfinity. I tried range extenders and it didn’t help. I purchased a new router and it didn’t help. I would like to setup our surveillance system for our HOA but not being able to monitor 16 cameras on a monitor makes that not viable. I like everything else about my home Wyze system. I have been trying to get an answer for months but always end up in an email exchange.
@bizhelper I fixed my issue with the help of this forum, but on a different tread.
The problem was the XB7 gateway I had from Xfinity. It seams that it blocks the TuTk platform as @carverofchoice mentioned above. I tried to upgrade to XB8 but Comcast wanted more money to send me that gateway. So I just put the XB7 in bridge mode and use a Netgear Nighthawk R7800 as a router and the live stream works as it should now.
I see you mentioned that you purchased a new router. Did you put your gateway in bridge mode? If not, all the firewall setting set by Comcast that block the Tutk still apply and still blocks your live stream videos.
My problem is NOT resolved. I am still losing the live feed on my desktop monitor. I have submitted log after log (more than 100) and always receive an email thanking me for submitting the log, but nothing changes. I have the same problem today. Only one camera can be seen on the live web feed. I appreciate your help but I am very non-technical. I am considering alternate options to meet my needs.
I hate to be the bearer of bad news, but if you are just submitting logs and not giving them to a support agent, your logs aren’t even being seen by anyone. You need to contact support. The good news is that all the logs you submitted are still saved in your app history, so it’s not too late to pass them on to someone:
To be clear, I am not a Wyze employee, just another Wyze user/customer who tries to help people on here.
If you are having problems with your live stream and you aren’t a technical user, then I would definitely recommend contacting Wyze support so they can walk through some standard troubleshooting steps.
I would go to this website and let the chatbot know what your problem is:
It will suggest a few standard troubleshooting steps, but you can tell it all it’s suggestions didn’t resolve your issue and it will eventually ask if you want to email or chat with a support agent. They can work with you.
Same here.
I am not streaming through Comcast. I am a network engineer with 30 years experience. The fact that I can access it through the web portal and not the app on either my iPhone or my iPad shows that the screen is OK but the app is garbage.
This has been going on for about four months. I have bought a competitors cameras and they work fine.
As a network engineer you should realize that the App and web portal use different connections to different servers. You can watch a netstat in your internet router (or netflow/nat translations if using CIsco etc) and see the different connections that come up when you do each.
Not saying your internet or router is definitely the problem, but if it was an issue with the app that wasn’t related to the XB7 or similar blacklist issues, there would be a lot more complaints.
Are you sure about that, or are you guessing? Generally speaking, the same server will receive the same video feed from the cameras and distribute it through different compressions and protocols depending on the capabilities of the device that is requesting access.
Either way, I have used a firewalla, sophos and Cisco Firepower 1010, all with allow any/any rule for troubleshooting and DNS servers hosted by Comcast, Umbrella and Google all with the same result.
So unless you can specify the protocol, port and server that each feed uses for the camera/server connection, I will toss it back in your lap and say that you should realize that there are different models that can be used and without specifics, you are just making things up.
Most Wyze cams use TUTK/ThroughTek to connect to the app, and these appear to be the ones primarily being blocked by Comcast’s XB7 gateway. A few cams use the Iotvideo SDK from Tencent Cloud (OG, VDBPro, or any related to Gwell as a supplier)
The webview uses Amazon Kinesis to connect through a browser.
Google Home and Alexa primarily use WebRTC, last I heard from Wyze.
Regardless, as dave27 suggested, no trust is needed when verification is possible:
Compression happens in the camera before being sent to the cloud.
The video feeds are load balanced amongst many different servers, regardless of the model of camera. It uses a combination of DNS load balancing (between AWS regions) and AWS’s internal “elastic load balancing” within a region. On top of that each model connects to various 3rd party servers to be able to interface with Google, Amazon, etc assistants.
Not guessing or making anything up, like I said, netstat, NAT tables, netflow, sniffer, logging, debug, DNS cache, all can show you what is being connected to for various models of cams.
If you want specifics for your cams, use your experience to examine the traffic.
Weird, that is exactly what I did when I determined the problem is not my network. There is nothing that should interfere with the connection, including jitter, delay and latency. No packets are dropped, nor are any ports blocked, hence the allow any/any command and multiple firewalls.
I posted my network experience in the hopes that rational people could make an inference that proper troubleshooting was performed, and it is not my network, but this is the internet and people do want to pretend they know more than they do.
You still did not answer my question. You stated that the desktop feed goes from my residence to a different server than the iPhone application but did not provide any evidence of that whatsoever.
Yep, lots of traffic to Amazon and api.wyzecams.com over primarily ports 443 and 10001 and not a single packet delayed or even inspected while troubleshooting.
It is not my network nor internet connection as I stated earlier.
I’m not even talking about the desktop feed. Different camera models and even different cams of the same model will connect to different things. The desktop feed is yet another different connection as far as I know (I do not have a subscription so I can’t use the desktop feed or watch the connections it makes).
You are expecting me to spend time pulling netstat, sanitizing it, and posting it for you? Sorry, but you can see that yourself on your own equipment. I also don’t know if my cams are the same model as yours so it probably wouldn’t be relevant anyway.
While you may be able to confirm your network is not the issue, you can’t confirm it isn’t your router or ISP without sniffing both LAN and WAN on the router and confirming no packets are lost, client RSTs sent, retransmissions, etc.
If you’re certain it is not network related, try uninstall and reinstall the app, and hitting the “reset services” on the settings for each cam.
NOTE - do not uninstall the app if you are still on the 2.X version. That likely means your device is not compatible with 3.x and you can no longer do a new install of 2.X!!
