I have a bunch of cam-v3s and I’m now having trouble downloading events since a couple of days—just as the app displays that the download is almost complete the app shuts down. When I try to download it again it says it has already been stored on my device (android) but I cannot find it at all (I have downloaded many events up until now without a problem). I also cannot share events. Also, it is mixing up the events. I am trying to download an event from today and it is downloading an event from yesterday instead (over and over again, the same event no matter which event I am trying to download).
Any ideas? I just bought a bunch more cameras and am now on cam unlimited—I hope this wasn’t an enormous waste of money…..
For something like this, I’d be inclined to submit a log after reproducing the issue and then open a Support ticket referencing the Log ID and describing the experience in detail. With respect to assistance within the Forum, I think it also may be helpful to note what app and firmware versions you’re using, because those can be relevant details.
One other thing that comes to mind is a recent issue that Cam v3 users reported with event viewing and that was apparently caused by a server-side configuration problem. I don’t know if that’s related to what you’re experiencing, but the timing of your problem seems similar. In addition to that, some Cam v3 users who have been beta testing recent non-production app versions have reported seeing some changes to the UI, so I wonder if Wyze is doing some stuff on the back end that is causing what you’re reporting here.
Those are my ideas at this point.
I still think I’d start with the log and ticket, and then update your post with more details about what you’re using might be helpful to other community members who want to assist.
Is it possible your device is running low on storage space? Have you tried rebooting the phone?
I don’t have Cam Plus so have never downloaded a cloud event but downloading from SD card has always been fine (I never use the share feature as the re-encodes the video and adds their branding).
No it is not low on storage space though I did delete some stuff to see if that changed anything but it didn’t. I did reboot the phone and it didn’t help. I have been downloading events for months without a problem. Only in the last few days am I unable to….
That’s a multi-step process, and it’s not particularly efficient. You can submit a log from the app, and that will generate a Log ID for you, which the app will show you. You can copy the Log ID from the app or wait for the confirmation e-mail that the log system will send you. That e-mail should tell you not to expect a response from Wyze after the log submission, and I think that confuses a lot of people who don’t understand the difference between a log and a ticket. It says that if you want assistance with an issue, then you should contact Support, and that’s what I generally recommend as a next step.
When you visit the Support site, you can get contact information and call Support, chat with the bot (and possibly an agent), or create a ticket to be handled via e-mail, which is what I typically do. In the “AI-powered search” box in the center of the Help Center home page, you can enter create ticket. You may have to do this more than once, but the bot should eventually present you with a bare-bones form where you can enter your name and e-mail address, and there’s a single line for you to describe your problem. I usually just give a short blurb there and include a Log ID for that issue if I have one.
After that, you’ll probably get a couple more e-mail messages. The first will confirm your ticket creation. The second will typically be from the “Wyze-E” bot with some troubleshooting suggestions that may or may not be relevant. I tend to wait for the Wyze-E message and then respond to that one with a more detailed description of the problem I’m experiencing and any troubleshooting I’ve already attempted. After that, the responses you receive should be from human agents.
Thank you very much Crease for your detailed instructions—I will keep them should I need them in the future. Today I uninstalled the app and then re-installed it and that seems to have done the trick!! It seems to be working for the moment.
From time to time it seems a phone update and/or wyze app update breaks some linkages between app and OS. I’ve seen this with other apps from time to time too but wyze has definitely been the one I’ve had to reinstall the most. Though in fairness we’re talking a few times in 2 years and haven’t had to in quite a while now. I guess that’s one of the benefits of being on a phone that is stuck on Android 14 and not getting OS updates anymore.
Though google does still like to throw some major “app” updates out - my phone dialer interface just recently totally changed.
