Monitoring Setup App Glitch

Services & Integrations
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Monitoring in app keeps resetting to 3/15 steps for setup. I have called Wyze twice about this in the past month and still no fix. I can set our system to Home or Away at our keypad. But the app is not useful when we are not home. I was told by one customer service agent that there are other customers experiencing this issue. Hopefully it will be fixed soon. We used it for a solid year. The problem started for us at the end of July.
Anyone else?

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Welcome to the User Community Forum @Shandb!

I have the HMS and have been using it for a long time. I haven’t seen any issues with controlling my system while either at home or away.

Some questions to try to pinpoint where to start troubleshooting:

  • Can you post a screenshot of what that looks like?

  • What steps lead to this 3\15 steps for setup?

  • Does this only happen when you are away from home and the phone is not connected to WiFi or does it happen on WiFi as well?

  • What version of the App are you using?

  • What is the version of the Firmware on the Hub?

  • Do you have a VPN installed on the phone that is active when on cell service?

  • Is there any other loss in connectivity to the Wyze app (cams, shortcuts, events, devices) while you are either at home on WiFi or on Cell Service?

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  • What steps lead to this 3\15 steps for setup?
    It’s what I see when I open the monitoring tab in setup. It’s the same every time I go through the steps to set up.

  • Does this only happen when you are away from home and the phone is not connected to WiFi or does it happen on WiFi as well?
    It happens on and off WiFi.

  • What version of the App are you using?
    I have updated the app to the Sept. 1 version.

  • What is the version of the Firmware on the Hub?
    I don’t know what that is.

  • Do you have a VPN installed on the phone that is active when on cell service?
    No VPN. It is a home system.

  • Is there any other loss in connectivity to the Wyze app (cams, shortcuts, events, devices) while you are either at home on WiFi or on Cell Service?
    No loss of service other than my annual renewal was not smooth. My service was turned off go a day and I resubscribed.

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This may be the root of the problem. Possible the resubscription process produced a new license rather then renewing the old one which may still be tied to the hub. New subscription requires a new setup.

  • Verify in Account → Services → Home Monitoring that it is listing your new Home Monitoring License. You may need to reset that service to get the new license bound.

  • If you purchased the subscription from the Wyze Website services.wyze.com, login and verify that you do not have the old license still on your account. If you purchase thru the App, go to the iStore to do this.

App version found in Account → About

Hub Settings → Firmware or Account → Firmware Update

VPN is software you install on your phone to block apps from accessing WiFi or Cellular Data use. Not an issue here as that has been ruled out by your previous answers.

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This is also happening to my husband and I. We found a simple way around the glitch but we have to do those steps each time in order to see our monitoring page in the app. It just started within the last week.

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Welcome to the Wyze User Community Forum @amberglynnchoe! :raising_hand_man: Glad to have you in board!

Can you provide some details as to what glitch you are experiencing and when? Maybe some screenshots?

Is your HMS subscription showing as active? Was there recently a change in the HMS subscription that coincides with when this problem started?