Several weeks ago, my Wyze Sense hub and all the devices connected through it became unreachable. I’ve checked wiring and recycled just about everything multiple times, but it’s simply not reachable.
I’ve submitted the diagnostic report of course (log 1902144), but Wyze officially doesn’t respond to problem reports (grrr).
I admit my setup is a bit complicated. I’m a FIOS customer, so my backbone connection is an optical-cable modem (FIOS ONT). From there data goes through a network firewall (Cisco box); one of the protected subnets from there is wired to a router configured as an access point, one of whose CAT5 connections then goes to the Sense Hub. Data is definitely getting to and through the access point; the Sense Hub is the only device connected there which is refusing to respond.
I can try some network juggling to make sure none of the intermediate boxes are causing trouble, but… honestly, the Wyze hub is the biggest suspect here.
Any thoughts on how to try to beat this beast back into shape – or ways to tell whether it might actually have completely failed – would be more than welcome.
Replace the power cable running from whatever 5v adapter to the hub. Pick it from one of your other hubs (USB Micro ) that is already in use. Try to find one that is “thick” as it hints above average wire. AND you might (not instead of), at least temporarily, change its connection. If its currently WiFi, plug it into Ethernet. Is it currently Ethernet? Unplug it back to WiFi. (Costs nothing to try.)
I don’t use any Wyze Sense devices and so won’t be very helpful with providing advice for this specific situation, but I wanted to comment on one thing:
That’s because the log and ticket systems are separate. If you want a response from Wyze after submitting a log, then they require you to open a ticket, and the automatic response you receive via e-mail after sending a log should tell you this. Especially for issues that can be reproduced, I generally recommend submitting a log from the app after experiencing an issue and then opening a ticket that specifically references the Log ID. This maybe provides some additional context:
I’m not saying that any Support agent will be able to solve your problem, either. (I just reopened a completely unrelated and unresolved ticket a short time ago.) That’s the route to take if you want an actual response from them, though.