I’ve seen other posts that have now closed regarding the Wyze Battery Cam Pro not connecting through the live stream feature. I’ve contacted Wyze Customer Support 3 times and they have continued to close my ticket when it has not been resolved. Just to be clear, I am running the most recent app and firmware updates.
So far I have tried the following:
Logging in and out of the app
Toggling to airplane mode, clearing cache, restarting the app, etc. It worked once but once I close the app and go back, it happens again.
Factory restarting my cameras.
This has been going on for about 3-4 months now and it is getting frustrating. I decided to stop my paid subscription since I’m not getting anything out of it.
I know I am connected to my network as it shows the signal strength and I USED to get notifications from these cameras when there were events. Now, I don’t get notifications, but I do see a grey thumbnail saying an event had happened. However, when I click on the event (even when I had my paid subscription), nothing shows up or loads.
I was told by Customer Support that this is a known issue and the engineers are working on it, but it’s been for 4 months. Any updates? I don’t appreciate that Customer Support keeps on closing my ticket like it’s fixed.
Anyone else reporting the same issue with events not showing us as well?
Running Android 14 One UI Version 6.1 (Samsung Galaxy S22 Ultra)
Wyze Battery Cam Pro Firmware 1.4.1.2289
Wyze App Version 2.50.7 (487)
This is becoming a recurring theme with Wyze whom I had been very pro about until now. I cannot recommend Wyze at this point.
I have the same issue with the first of two BCP cameras I recently purchased and installed. I’ve tried all the usual suggestions to no avail. I will very soon report this to support. I have seen poor handling of support issues before…so I cannot be hopeful for a fast resolution.
Just like their Floodlight v2 which stopped recognizing people and vehicles after their latest firmware update. Support sent a replacement floodlight since mine is still under warranty. I got the replacement and hoped not to do the latest firmware update but they forced that one or the camera could not be used. So the replacement has exactly the same issues. Support can only say to submit the logs and wait for their backend team to resolve the issues. Meanwhile I have no security for that side of my house. I wanted to give their team some time to fix this. Nothing heard from them yet. One more week and I will ask support to refund my money.
I’ve been waiting for about 4-5 months now and I haven’t gotten any word. Support always closes my tickets too so that upsets me. They are making like it is fixed when it is not. I get the same response too that the back end is working on it, but it’s been too long.
I was a long time subscriber to Cam Plus but ended it a couple of months ago. I can no longer recommend Wyze.
I have so many Wyze Cams, At one time they worked now I get errors one after another. I would just do turn on turn off and would fix most things. Crazy thing is that why must I do that every time. Now with new app I am getting this error for the live stream. Something else to spend hours trying to fix. Wyze keeps pushing products but why though. Fix the current stuff you have please.
Apology for the late response. Seems like you have some issues getting the livestream. Could you maybe send me an app log so we could look into it? Also would the issue improve if you change the video quality from 2K to HD? You can send me the support ticket ID so I can look at your chat history with our support team.
Hi @scotsman,
I’m sorry about your issue too. Could you let me know what issue you’re having with BCP? If you have support ID, please send it to me too. Also I’m tagging Floodlight v2 PM here to look into your issue. @WyzeHongfei
Hi @dash1828,
Could you elaborate your connectivity problem? Which Wyze camera? On Favorite page or after you click into your camera view? Any app log that you could share?
I saw that in the log your submitted, your camera doesn’t have a micro SD card so we don’t have the device log to match your connection failure with app log. Would it be possible to insert a microSD card in the camera and send me an app log again? It’d be quicker for us to identify your issue with device log.
To switch from 2K to HD, Select the BC Pro. Click the settings gear icon in the upper right corner. Select Advanced Settings. Scroll down to Recording Resolution. Switch to HD.
Thank you @scotsman . That setting you mentioned is to control the video quality of your Cam Plus events or SD card recording. For livestream video quality, it is the setting on the top left on your livestream view.
I’m encountering the -5 issue also. Can’t connect to BCP cam. Requires a powercycle to recover. Issue exists under both production 1.4.1.2289 and beta 1.4.1.2290 firmware releases. Log submitted from cam running 1.4.1.2290 firmware.
Hmm, weird. I looked it up your new log but the log file still doesn’t exist. Could you please check if your sd card is recognized? You can check in camera’s settings > Advanced Settings > Manage MicroSD card. Did you try to start a livestream before submitting an app log? @bmwmclar56
Hmm, still no go. But I’m able to get device logs from @Seapup 's app log. Weird. Let me check all of your logs first and see why it’s not uploaded properly. Please hang tight.
Let me know if you need additional info, like card logs are something. I’ve left it in failed state. If I powercycle, it will stay up for 1-5 days before next terminal -5 state.
Also, it does not appear to be related to app as same issue exists across iOS and Android, both 2.50.x and 3.0.x apps. Previous log was sent via 3.0 app running Android 14. I can send from iOS also if needed.
We looked at your logs and we saw you were getting error code -5 at livestream. But we weren’t able to identify what happened on the camera end without the device log. Would it be possible to zip your log folder on the SD card and send it to us?
