I have a Doorbell Duo that isn’t a month old, hardwired to old doorbell and has the piece to use the existing chime. Twice now in the last 2 weeks this has gone offline at night and the only way to bring it back is to remove power from it and then power it back up. I have submitted a ticket for it Log ID 2398733 but was curious if anyone might have any thoughts ahead of time.
Logging it and subsequently creating a ticket is probably what I’d do, too. I have a Duo Cam Doorbell also wired to AC and have seen it drop its connection a couple of times within the past week or so, as well. In both of those situations, I’ve unclipped it from its mount and hit the RESET button to put it back into pairing mode and then initiated the in-app device add procedure. Once it reconnects and I see the screen where it wants me to name the device, I abort (close the app). That has restored connectivity for me both times without doing a complete power-cut cold boot, but I haven’t yet figured out why it’s losing its connection.
I have proactively scheduled reboots every couple days for this and the V2 floodlight that would stop sending notifications. I shouldn’t have to do this but these are residential grade technology pieces. Still anxiously awaiting the update to rid the camera has been turned off even though you see live video behind it…
Just logging here as support has yet to reach out to me, happened again overnight. It doesn’t recognize WiFi unless I undo power or cold restart.
Did you actually create a ticket or only submit a log? They’re not the same thing, and the e-mail message you receive after submitting a log from the app should tell you that contacting Support is a separate step.
Grr, probably just submitted a log. I’ll look deeper into that email…
I think the confusion about the difference is frequently a source of user frustration, because a lot of people expect to be contacted by Wyze after submitting an app log, but then they don’t read the e-mail they receive from the system after the submission. It says things like this (three different quotes from the last time I submitted a log):
You will not receive a response from our support team. To get in touch, visit our Help Center.
You will not receive a response from our support team.
If you need help, please visit our support site and create a support ticket from the search bar.
They also have some Help Center articles[1][2] that discuss the difference.
I think the post-log-submission e-mail they send could use some improvements, and the system has an inefficient feel to it that could do with some changes, but at least they’ve tried to communicate that logs and tickets aren’t the same thing.
Just finishing up with support and they are sending me a new one. Will send them logs if it continues to happen before I get the replacement.