After days of communicating with tech support to solve an issue with doorbell videos not being uploaded, I solved the mystery myself, but the solution is still needed.
The doorbell videos work great until the doorbell is assigned to Unlimited Cam Plus plan. From that moment on, videos will no longer upload and the error message stating same are seen for each triggered event. To make things worse, if you removed the doorbell from the list of services, Cam Plus will automatically reassign it to the service , preventing all further event uploads. The only apparent solution is to delete the device, set it up again, but NEVER assign it to Cam Plus Unlimited.
There is a serious hitch in the Unlimited giddy-up.
That cameras are being assigned automatically to Cam+ is a known bug. What’s surprising is that there are several issues popping up that are related to that one issue that on the surface, are unrelated.
Not sure what bug this is. Doorbell Pro works great with Cam+ Unlimited.
I think deleting the device, clearing app cache, force closing the app… and then re-adding from scratch is definitely worth a try. What you are experiencing is odd and not something anyone has reported before.
Appreciate the input. I’ve tested this theory on two new Video Doorbell Pros with the same results. I have also tested different internet configurations as well as various unit configurations from wired to battery only. The unit works perfectly until I connect it to Unlimited Cam Plus even though I have 6 other cameras that all work fine on the same service plan. I’ll just have to settle for 12-second videos on this unit until the engineers figure it out.
I’ve done that at least 10 different times now, with various configurations on the internet services and camera setups (wired and batt only) I have 6 other Wyze cameras installed that work perfectly, even under weak internet signals. The Video Doorbell Pro is less than 20ft from my router and the chime is only 15ft from the doorbell unit. All cameras and apps have been updated to the latest versions. My problem only exists if I add the Video Doorbell Pro to my list of units on the Unlimited Cam Plus plan. If you try to remove it from the list Cam Plus will automatically reassociate it; making the only solution to delete the doorbell unit and reinstall without ever adding it to the Unlimited plan.
I fully understand others may not have these problems, so just to be sure, I bought another unit and found it to have the same issues - i.e. event recording works great until it’s associated with Unlimited Cam Plus. BTW - I completely exhausted Tech Support knowledge and was told they would notify me if a patch ever came out. Yippeeee
I concur. I have 2 VDBPros. One of them I just got a month ago or so, and both are working great on Cam Plus Unlimited with everything working normally.
But I believe OP has done some good testing and that this is happening to them.
It must be something new and specific going on and would be good to report this to someone and resolve it in the near future.
@deckstein17 can you submit a log and post the log number here?
Note: a log is not opening a support ticket, but it could be useful for someone to look at.
During my troubleshooting effort with tech support, I submitted 3 different log files during various stages of the troubleshooting effort. The last log file was 1341689. Before that, I submitted 1339295 and 1339138. I went through a very exhaustive list of events, trying to adhere to their canned troubleshooting methods. At one point in their methods, they asked that I remove and then reassign the DBP to the list. I advised them that this can’t be done because the Unlimited plan automatically reassigns the camera. There was no acknowledgment of this additional fact/issue. At that point tech support basically gave up and advised I should look for a new “patch” sometime in the future. For now, I’m forced to live with 12-second limitations until they figure it out. FYI - 6 other cameras work find on the Unlimited plan.