Pan Cam (FW 4.10.5.34) No motion detection, tracking or notifications (12-30-2019)

Cameras
1

After looking through the forums and then opening a ticket using the app, I thought I would post my issue while I wait for tech support to respond…

Product: Pan Cam (purchased Dec 2019)
FW: 4.10.5.34 (app states up to date and was upgraded during setup and first connecting the device no my network.)

Problem, no motion detection, tracking, or events. (Issue appears to date back to December 2018 based on forum posts. Still baffled as to why this is still an issue a year later.)

The forum posts I have found talk about reverting to an older version of the firmware but that was many versions ago before version 4.10.4.60 using the app but the method is not available in my app and appears to be part of a beta app.

I like my wyze cam black, it works flawlessly. which is whad led me to buy the Pan Cam (I was hoping that the Pan cam came in black,). Hopefully this will be resolved soon.

Anyone in this forum have suggestions. I have tried the following.

  1. Full power cycle.
  2. Device reset.

Thank you for your time.

Paul

2

I have the Cam v2, 4.9.5.36 the notify is no longer working. I tried selection of just person, then just “all other motion”- getting no alerts either way. Wonder if this is related to the Nov 26 email from Wyze saying that the AI company they were using software from was not going to work by mid January:
In a nutshell: Person Detection will be temporarily removed from Wyze Cam beginning with a new firmware release planned for mid-January 2020, due to the unexpected termination of our agreement with our AI provider. We are preparing to roll out our own in-house version of Person Detection next year, which will remain free for our users.

3

I have Cam v2 black running firmware version 4.10.5.36 with no issues. It was this product that made me want to buy the pan cam.

4

Here is an update. I received an email from tech support asking me to set the detection settings to 100 , I had it set to the default which was 49. The issue was not resolved with this change, even after a reboot. time to move on to suggestion 2, manually upgrade the firmware.

Using the following link I started the firmware upgrade process.

Download the firmware
https://support.wyzecam.com/hc/en-us/articles/360024852172

Firmware upgrade instructions.
https://support.wyzecam.com/hc/en-us/articles/360031490871-How-to-flash-firmware-manually

I downloaded the firmware and followed the instructions but step 2 in the instructions were a bit unclear.

“2. Download a specific version of firmware, For Windows 10: Right-click on the folder and select extract all. For Mac: Just drag and drop the folder, put it on the root directory of your microSD card and rename it to demo.bin .”

By default extract all does not extract to the sd card. I figured that’s what they meant. This extracted a folder named demo_Pan_4.10.5.34.bin, inside this folder was the actual bin file and a __macosx folder with the file ._demo_Pan_4.10.5.34.bin. Based on the sentence and the way it reads renaming “it” appeared to be a mac thing. In the end I tried many different things.

“4. Hold the setup button, plug in your USB cable, keep holding the setup button for 3-6 seconds until the light is solid blue, then release the button.”

Over the course of an hour and a half, an hour and half (my back ground is in electronics, computers and networking and over 25 years I have upgraded firmware on many devices, not bragging just stating knowledge level.)

I tried the following

Folder refers to the default extraction from the zip
File revers to the actual .bin file.

Extracted the Folder to the microSD card, left the folder name alone and attempted step 4. failed, no blue light. (attempted multiple tries)

Extracted the File to the microSD card, left the file name alone and attempted step 4. failed, no blue light. (attempted multiple tries)

Extracted the Folder to the microSD card, renamed the folder to demo.bin and attempted step 4. failed, no blue light. (attempted multiple tries)

Extracted the File to the microSD card, renamed the file to demo.bin and attempted step 4. failed, no blue light. (attempted multiple tries)

Maybe its the format of the microSD card, tried the same above steps with the microSD card formated as exFat and Fat32, same results. Formated the microSD using the app, same results. At one point in this process I had disconnected and re-connected my camera. Lesson is don’t hold down the button too long.

Watched the video on youtube on how to manually upgrade your firmware. I’d provide the url but I can only post two URLs.

The only thing different was I was unpluging wall wart instead of the USB cable from the base of the unit. Power is power and it shouldn’t matter. I also find that micro usb connectors break easily and try not to connect and disconnect them as much as possible.

So I gave it a go. left the wall wart plugged in and disconnected the usb cable from the base of the unit, copied the File to the microSD card and renamed the File demo.bin and followed step 4. This time after 4-5 seconds the blue the led went from amber to blue and after about 2 minutes my camera booted.

Not sure what the technical difference maybe. anyway. After the successful firmware upgrade I tested and still the same results. No motion detection, no motion tracking, no event notifications. I’m back to square 1. This should not have taken an 1 and 1/2.

I have updated my ticket with support and I figure tomorrow I will try downgrading the firmware and then upgrading it again.

5

I’m having a simlilar issue with one of my Pan cams. I have to reboot it every day or so. Support indicated they are aware of it and hope to have an update out that will solve it. I find rebooting the camera from the app is sufficient to get the motion detection working again.

6

I found something that made notifications work for me. From the phone app, click events at the bottom. Selecting ‘filter by Person’ made the events start up again.

7

Update and this is a bit interesting.

I finished the trouble shooting steps from another email I received from tech support. More of the same, check settings reset the device, reboot your phone, logout and back into the app. Still it did not work. I downgraded the firmware, didn’t work, upgraded the firmware did not work. Took screen shots of all the setting for tech support and started my email reply. In the middle of my reply I decided to do some traffic analysis, maybe it’s my firewall.

I run a fairly robust firewall that has strong web filtering and traffic analysis. First I check my Black Cam V2. It works so let’s start there. Nothing is blocked or flagged. Next I check the PAN Cam I have one blocked entry to the IP address of 120.24.153.33 on port 13282 (TCP). It is being block by a rule I have setup to block traffic to and from a list countries with high hacking and malware sources. It the same list we use where I work. Reverse DNS did not bring up a host name (website) to trace so I used another tool at mxtoolbox.com and looked up the IP address. This yielded the following. The IP address is owned by a company in China.

descr: Aliyun Computing Co., LTD
descr: 5F, Builing D, the West Lake International Plaza of S&T
descr: No.391 Wen’er Road, Hangzhou, Zhejiang, China, 310099
country: CN
admin-c: ZM1015-AP
tech-c: ZM877-AP
tech-c: ZM876-AP
tech-c: ZM875-AP
mnt-by: MAINT-CNNIC-AP
mnt-irt: IRT-CNNIC-CN
status: ALLOCATED PORTABLE
last-modified: 2014-07-30T02:24:03Z

I added an exception for this address and rebooted my Pan Cam. Motion detection, tracking and alerts now work, but I am not quite comfortable with having a controllable camera in my house where direct control comes from another country. Why does the Pan Cam need to directly connect to China country for detection, control and notification?

What next? I disabled the rule on my firewall that allowed traffic to that IP, confirmed that there wasn’t connection session to this IP and port and tested, everything worked. Only found connection to the US and Canada. Next reboot the device from the app and see it would work. Notifications, detection and tracking still work. Full power cycle, unplug and count to 30, rebooted my firewall to confirm there are not sessions still open. No connection attempts to this address or port after the full power cycle and firewall reboot and Motion Detection, Tracking, and notification still works. I will leave in my blocking rule and see if it happens again. So far it appears to be a one time phone home to China.

Current Status - Everything working on Current firmware but have concerns.

Below is the full, publicly available, information on the IP address above. from mxtoolbox dot com

% [whois.apnic dot net]
% Whois data copyright terms APNIC Whois Database Acceptable Use Agreement – APNIC

% Information related to ‘120.24.0.0 - 120.27.255.255’

% Abuse contact for ‘120.24.0.0 - 120.27.255.255’ is ‘ipas@cnnic dot cn’

inetnum: 120.24.0.0 - 120.27.255.255
netname: ALISOFT
descr: Aliyun Computing Co., LTD
descr: 5F, Builing D, the West Lake International Plaza of S&T
descr: No.391 Wen’er Road, Hangzhou, Zhejiang, China, 310099
country: CN
admin-c: ZM1015-AP
tech-c: ZM877-AP
tech-c: ZM876-AP
tech-c: ZM875-AP
mnt-by: MAINT-CNNIC-AP
mnt-irt: IRT-CNNIC-CN
status: ALLOCATED PORTABLE
last-modified: 2014-07-30T02:24:03Z
source: APNIC

irt: IRT-CNNIC-CN
address: Beijing, China
e-mail: ipas@cnnic dot cn
abuse-mailbox: ipas@cnnic dot cn
admin-c: IP50-AP
tech-c: IP50-AP
auth: # Filtered
remarks: Please note that CNNIC is not an ISP and is not
remarks: empowered to investigate complaints of network abuse.
remarks: Please contact the tech-c or admin-c of the network.
mnt-by: MAINT-CNNIC-AP
last-modified: 2017-11-01T08:57:39Z
source: APNIC

person: Li Jia
address: NO.969 West Wen Yi Road, Yu Hang District, Hangzhou
country: CN
phone: +86-0571-85022088
e-mail: jiali.jl@alibaba-inc dot com
nic-hdl: ZM1015-AP
mnt-by: MAINT-CNNIC-AP
last-modified: 2014-07-30T02:02:01Z
source: APNIC

person: Guoxin Gao
address: 5F, Builing D, the West Lake International Plaza of S&T
address: No.391 Wen’er Road, Hangzhou City
address: Zhejiang, China, 310099
country: CN
phone: +86-0571-85022600
fax-no: +86-0571-85022600
e-mail: anti-spam@list.alibaba-inc dot com
nic-hdl: ZM875-AP
mnt-by: MAINT-CNNIC-AP
last-modified: 2014-07-30T01:56:01Z
source: APNIC

person: security trouble
e-mail: cloud-cc-sqcloud@list.alibaba-inc dot com
address: 5th,floor,Building D,the West Lake International Plaza of S&T,391#Wen’er Road
address: Hangzhou, Zhejiang, China
phone: +86-0571-85022600
country: CN
mnt-by: MAINT-CNNIC-AP
nic-hdl: ZM876-AP
last-modified: 2013-07-08T02:56:02Z
source: APNIC

person: Guowei Pan
address: 5F, Builing D, the West Lake International Plaza of S&T
address: No.391 Wen’er Road, Hangzhou City
address: Zhejiang, China, 310099
country: CN
phone: +86-0571-85022088-30763
fax-no: +86-0571-85022600
e-mail: guowei.pangw@alibaba-inc dot com
nic-hdl: ZM877-AP
mnt-by: MAINT-CNNIC-AP
last-modified: 2013-07-09T01:34:02Z
source: APNIC

% Information related to ‘120.24.0.0/14AS37963’

route: 120.24.0.0/14
descr: Hangzhou Alibaba Advertising Co.,Ltd.
country: CN
origin: AS37963
mnt-by: MAINT-CNNIC-AP
last-modified: 2019-08-07T23:28:05Z
source: APNIC

% Information related to ‘120.24.0.0/14AS45102’

route: 120.24.0.0/14
descr: Alibaba (US) Technology Co., Ltd.
country: CN
origin: AS45102
mnt-by: MAINT-CNNIC-AP
last-modified: 2019-08-07T23:28:03Z
source: APNIC

% This query was served by the APNIC Whois Service version 1.88.15-47 (WHOIS-US4)

1 Like
8

It appears I provided some information that may have triggered their forum spam filter. My last post is being reviews as possible spam. So here it is again but trimmed down.

Update and a bit interesting.

I finished the trouble shooting steps from another email I received from tech support. More of the same, check settings reset the device, reboot your phone, logout and back into the app. Still it did not work. I downgraded the firmware, didn’t work, upgraded the firmware did not work. Took screen shots of all the setting for tech support and started my email reply. In the middle of my reply I decided to do some traffic analysis, maybe it’s my firewall.

I run a fairly robust firewall that has strong web filtering and traffic analysis. First I check my Black Cam V2. It works so let’s start there. Nothing is blocked or flagged. Next I check the PAN Cam I have one blocked entry to the IP address of 120.24.153.33 on port 13282 (TCP). It is being block by a rule I have setup to block traffic to and from a list countries with high hacking and malware sources. It the same list we use where I work. Reverse DNS did not bring up a host name (website) to trace so I used another tool at mxtoolbox and looked up the IP address. This yielded the following. The IP address is owned by a company in China.

Aliyun Computing Co., LTD
5F, Builing D, the West Lake International Plaza of S&T
No.391 Wen’er Road, Hangzhou, Zhejiang, China, 310099
CN
ZM1015-AP
ZM877-AP
ZM876-AP
ZM875-AP
MAINT-CNNIC-AP
IRT-CNNIC-CN
ALLOCATED PORTABLE
last-modified 2014-07-30T02:24:03Z

I added an exception for this address and rebooted my Pan Cam. Motion detection, tracking and alerts now work, but I am not quite comfortable with having a controllable camera in my house where direct control comes from another country. Why does the Pan Cam need to directly connect to China country for detection, control and notification?

What next?

I disabled the rule on my firewall that allowed traffic to that IP, confirmed that there wasn’t connection session to this IP and port and tested, everything worked. Only found connection to the US and Canada. Next reboot the device from the app and see it would work. Notifications, detection and tracking still work. Full power cycle, unplug and count to 30, rebooted my firewall to confirm there are not sessions still open. No connection attempts to this address or port after the full power cycle and firewall reboot and Motion Detection, Tracking, and notification still works. I will leave in my blocking rule and see if it happens again.

So far it appears to be a one time phone home to China, time will tell.

9

Very interesting…And I would say at least a bit concerning with everything going on with the allegations around the leak and all.

10

Any future update on resolving the motion / tracking on the pan cam? Just purchased 3 cameras, 1 seems to work fine the other 2 not tracking at all. Motion Tracking and Motion Tagging icons are both lite up. Rebooted both cameras several times with no luck…

11

I’m having same issue. See my post here:

https://forums.wyze.com/t/motion-tracking-and-motion-tagging-doesnt-work-on-wyze-cam-pan/87784/2

12

Anyone recently having this issue, please submit a support request with logs.

You can submit a request from within the Wyze app by going to Account > Help & Feedback > Report an Issue. This method will allow you to include an app log for diagnosis. (Note that if you are using a beta version of the app, the log will be sent to the dev team rather than Wyze Support.)

1 Like
13

I have the same problem. Recommended to flash the old firmware 4.10.3.108

Motion detection and alerts started working!

14

  1. How do you update to a previous software update?

  2. Wonder why Wyze hasn’t created an update / patch to repair the issue?

  3. My 3 cameras have the most current software update 4.10.5.98 and 2 of them do not track motion. The other one works fine.

  4. Anyone else having same issue?

15

Wyze is aware, and working on the issue.

1 Like
16

Any update on a potential repair or a software update to fix the motion and tracking?

17

Sorry, there is no update that I’m aware of. :confused:

18

You must have thousands of cameras in the market place not operating correctly. Why would they not release a previous update for people having problems to correct the issues until they figure out the problem? Then release a future update.