# Service Advisory Setup and Event Issues - 1/24/23 **URL:** \ **Category:** Wyze News\ **Tags:** service-advisory\ **Created:** [January 25, 2023, 12:55am UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508 "2023-01-25T00:55:02Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![WyzeJasonJ](https://sea2.discourse-cdn.com/wyze/user_avatar/forums.wyze.com/wyzejasonj/32/8461_2.png) [@WyzeJasonJ](https://forums.wyze.com/u/WyzeJasonJ)\ **Post date:** [January 25, 2023, 12:55am UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508/1 "2023-01-25T00:55:02Z")
**1/24/23 5:48 PM PT** **-** The setup and event issues impacting Wyze Cam OG and Wyze Video Doorbell Pro should be recovering. If you are still experiencing troubles please reach out to [Wyze Customer Support](https://support.wyze.com/hc/en-us). **4:35 PM PT** - We are looking into reports of failed setup and event issues impacting Wyze Cam OG and Wyze Video Doorbell Pro. We will update this page with more info when it becomes available. > **[Service Status & Known Issues](https://support.wyze.com/hc/en-us/articles/360015979872-Service-Status-Known-Issues)** > > SERVICE STATUS UPDATE > 1/24/23 5:48 PM PT - The setup and event issues impacting Wyze Cam OG and Wyze Video Doorbell Pro should be recovering. If you are still experiencing troubles please reach out... ---
**Author:** ![WyzeJasonJ](https://sea2.discourse-cdn.com/wyze/user_avatar/forums.wyze.com/wyzejasonj/32/8461_2.png) [@WyzeJasonJ](https://forums.wyze.com/u/WyzeJasonJ)\ **Post date:** [January 25, 2023, 12:55am UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508/2 "2023-01-25T00:55:10Z")
Pinned on January 25, 2023, 12:55am UTC ---
**Author:** ![spamoni](https://sea2.discourse-cdn.com/wyze/user_avatar/forums.wyze.com/spamoni/32/34695_2.png) [@spamoni](https://forums.wyze.com/u/spamoni)\ **Post date:** [January 25, 2023, 1:08am UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508/3 "2023-01-25T01:08:04Z")
Thanks Jason for letting us know ---
**Author:** ![structure7](https://avatars.discourse-cdn.com/v4/letter/s/ebca7d/32.png) [@structure7](https://forums.wyze.com/u/structure7)\ **Post date:** [January 24, 2023, 11:03pm UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508/4 "2023-01-24T23:03:33Z")
Have around 5 various Wyze cams connected to my home network, and my two new OGs are the first cams to fail to connect! Pressed setup button, camera said it was ready, followed the in-app instructions, app found the cam, paired, selected network and entering password, camera said “connecting to network” and then “wifi connected,” however the app hangs on “Adding Wyze Cam OG” then says “Connection failed.” The only option is to tap the “Re-type password” button, which doesn’t allow you to do that, rather it just tries reconnecting, and eventually does that in a loop until bailing out. Power cycled the camera and app/phone. No dice. One thing that’s odd: after power cycling the camera will say it ready, but regardless of what I do with the Setup button on the camera, the red light (nor any light) has come on again. Does anyone know how to hard reset? Holding Setup button for 10 seconds while plugging in doesn’t do anything. Thanks. ---
**Author:** ![dallasstearns](https://avatars.discourse-cdn.com/v4/letter/d/45deac/32.png) [@dallasstearns](https://forums.wyze.com/u/dallasstearns)\ **Post date:** [January 24, 2023, 11:37pm UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508/5 "2023-01-24T23:37:47Z")
I’m having the same EXACT issue. I have various V1, V2, and V3 as well as pan cams… i just hooked up a V3 just yesterday. Got two OG’s. Same issue. it did let me add one but it couldn’t connect. I tried to hard reset- that’s a joke. Now I can’t even remove the that particular camera from the app and start over. This is extremely frustrating. ---
**Author:** ![WyzeJasonJ](https://sea2.discourse-cdn.com/wyze/user_avatar/forums.wyze.com/wyzejasonj/32/8461_2.png) [@WyzeJasonJ](https://forums.wyze.com/u/WyzeJasonJ)\ **Post date:** [January 25, 2023, 12:05am UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508/6 "2023-01-25T00:05:54Z")
We are looking into these reports now, could you both submit app logs and give me the log number? Account \> Wyze Support \> Submit a Log. ---
**Author:** ![structure7](https://avatars.discourse-cdn.com/v4/letter/s/ebca7d/32.png) [@structure7](https://forums.wyze.com/u/structure7)\ **Post date:** [January 25, 2023, 12:32am UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508/7 "2023-01-25T00:32:18Z")
Unfortunately I’ve never been able to add the device so I can’t pick a device log, however I do have ticket open (2743529). ---
**Author:** ![stopthegears](https://avatars.discourse-cdn.com/v4/letter/s/e47774/32.png) [@stopthegears](https://forums.wyze.com/u/stopthegears)\ **Post date:** [January 25, 2023, 12:39am UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508/8 "2023-01-25T00:39:35Z")
Same issue, I ordered these after my pros wouldn’t connect after a firmware update. I’ve disabled WPA 3 as that was the work around for the V3 pro firmware issue. Now I have two new cameras that get in network but can’t connect to Wyze. ---
**Author:** ![stopthegears](https://avatars.discourse-cdn.com/v4/letter/s/e47774/32.png) [@stopthegears](https://forums.wyze.com/u/stopthegears)\ **Post date:** [January 25, 2023, 12:41am UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508/9 "2023-01-25T00:41:09Z")
I can’t submit a log since the device never connects. My Wi-Fi is an EERO ---
**Author:** ![dpicasso25](https://avatars.discourse-cdn.com/v4/letter/d/8edcca/32.png) [@dpicasso25](https://forums.wyze.com/u/dpicasso25)\ **Post date:** [January 25, 2023, 12:55am UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508/10 "2023-01-25T00:55:41Z")
Same exact problem… Event recordings also did not upload to cloud throughout the day. I feel like the two are connected. I have a Pan V3 and cam V3 and those are working just fine. Event recordings working for them as well… could be a cloud issue. Like others, I cannot add the device, so I cannot get a log ID. How do I submit a ticket? If I have to… ---
**Author:** ![robknappy](https://avatars.discourse-cdn.com/v4/letter/r/76d3ee/32.png) [@robknappy](https://forums.wyze.com/u/robknappy)\ **Post date:** [January 25, 2023, 12:58am UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508/11 "2023-01-25T00:58:53Z")
I also just received a Wyze Cam OG and it is failing to connect. It connects to Wyze Cloud but fails next step Adding Wyze Cam OG. ![image](https://us1.discourse-cdn.com/wyze/original/3X/1/e/1e5d4f0bcdecabb8b2483a03bab04bb03b917cdc.png) ---
**Author:** ![Lion7718](https://sea2.discourse-cdn.com/wyze/user_avatar/forums.wyze.com/lion7718/32/121062_2.png) [@Lion7718](https://forums.wyze.com/u/Lion7718)\ **Post date:** [January 25, 2023, 1:01am UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508/12 "2023-01-25T01:01:35Z")
My camera has been connected for about a week and I noticed about 10 minutes ago that it would not connect anymore. I did send in log files. It looks like the last event was recorded at 4:32 EST ---
**Author:** ![dpicasso25](https://avatars.discourse-cdn.com/v4/letter/d/8edcca/32.png) [@dpicasso25](https://forums.wyze.com/u/dpicasso25)\ **Post date:** [January 25, 2023, 1:04am UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508/13 "2023-01-25T01:04:57Z")
Mine was connected for a day… it was not saving event recordings and I read to delete the device and re-add it. Now I can’t add it. Like I said… sounds like a cloud issue with Wyze ---
**Author:** ![vinc316](https://avatars.discourse-cdn.com/v4/letter/v/5daacb/32.png) [@vinc316](https://forums.wyze.com/u/vinc316)\ **Post date:** [January 25, 2023, 1:06am UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508/14 "2023-01-25T01:06:04Z")
I have the same problem, this morning i got to connect one (OG camera) but later in the afternoon when I tried to connect my second camera it failed to connect to the wyze cloud. ---
**Author:** ![swjake](https://avatars.discourse-cdn.com/v4/letter/s/aeb1de/32.png) [@swjake](https://forums.wyze.com/u/swjake)\ **Post date:** [January 25, 2023, 1:16am UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508/16 "2023-01-25T01:16:45Z")
Same issue. Connects to WiFi, goes to Ping Failed. ---
**Author:** ![tsDave](https://avatars.discourse-cdn.com/v4/letter/t/4bbf92/32.png) [@tsDave](https://forums.wyze.com/u/tsDave)\ **Post date:** [January 25, 2023, 1:17am UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508/17 "2023-01-25T01:17:59Z")
I just got an OG today and setup fails at the same point but with a different message. I have a V2, V3, and an Outdoor Cam and all have worked great with no setup issues. But with the OG setup I get to the point where the camera says “wi-fi connected,” and then 10s later the app shows “Pairing Failed” with the message “Make sure your phone is near your Wyze Cam OG with Bluetooth turned on.” Yes, it’s on. I tried setup with both my phone and a tablet (in case there was some weird Bluetooth incompatibility), and it fails in the same way on both. ---
**Author:** ![mikecapito](https://avatars.discourse-cdn.com/v4/letter/m/b5e925/32.png) [@mikecapito](https://forums.wyze.com/u/mikecapito)\ **Post date:** [January 25, 2023, 1:30am UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508/18 "2023-01-25T01:30:20Z")
I have the same issue too. It says connected to wifi, completes the check, and won’t go further, asking me to retype the password ![image](https://us1.discourse-cdn.com/wyze/original/3X/4/9/49d91628c51c2af4df8c9e578a0c813ecdbe974a.jpeg) ---
**Author:** ![WyzeJasonJ](https://sea2.discourse-cdn.com/wyze/user_avatar/forums.wyze.com/wyzejasonj/32/8461_2.png) [@WyzeJasonJ](https://forums.wyze.com/u/WyzeJasonJ)\ **Post date:** [January 25, 2023, 1:51am UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508/19 "2023-01-25T01:51:19Z")
Is anyone experiencing issues able to get through setup now? ---
**Author:** ![tsDave](https://avatars.discourse-cdn.com/v4/letter/t/4bbf92/32.png) [@tsDave](https://forums.wyze.com/u/tsDave)\ **Post date:** [January 25, 2023, 1:56am UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508/20 "2023-01-25T01:56:47Z")
It works now! Thanks! ---
**Author:** ![WyzeJasonJ](https://sea2.discourse-cdn.com/wyze/user_avatar/forums.wyze.com/wyzejasonj/32/8461_2.png) [@WyzeJasonJ](https://forums.wyze.com/u/WyzeJasonJ)\ **Post date:** [January 25, 2023, 1:59am UTC](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508/21 "2023-01-25T01:59:55Z")
**1/24/23 5:48 PM PT** **-** The setup and event issues impacting Wyze Cam OG and Wyze Video Doorbell Pro should be recovering. If you are still experiencing troubles please reach out to [Wyze Customer Support](https://support.wyze.com/hc/en-us). [Next page](https://forums.wyze.com/t/service-advisory-setup-and-event-issues-1-24-23/256508.md?page=2)