Wyze cam OG Telephoto Firmware

Cameras
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23

Welcome to the Forum, @apopky! :wave:

You might consider posting (or linking) to the announcement topic for this latest firmware, because you’re apparently not the only Cam OG Telephoto user experiencing problems with the 1.0.63-to-1.0.98 firmware update. Posting to the announcement topic might help them track the problem.

I’d also submit a log after reproducing the update failure and then follow that up with a Support ticket referencing the Log ID.

ticket This is how I prefer to submit tickets (you can click/tap to expand this):
  1. Visit the Help Center: https://go.wyze.com/help[1]
  2. Click into the “AI-powered search” box in the middle of the page and enter create ticket.
  3. Click Yes, that is correct..
  4. :point_up: Repeat Step #3 or enter yes. (:face_with_symbols_over_mouth: UGH! :roll_eyes:)
  5. When the “No, I want an agent.” option appears, enter no.
  6. Enter product.*
  7. Enter other.*
  8. Enter ticket.
  9. Enter your contact details and a brief issue description (include a Log ID if you have one) and click Submit.

     * Make your own appropriate/relevant choices here.[2]

It doesn’t really matter how brief the description is. Wyze’s system will generate an e-mail message to you automatically with a Wyze Ticket number, and you can just reply to that message from your e-mail client and add as much detail as you want.

information Note: A log is not the same as a ticket.

A frequent user complaint is the absence of follow-up from Wyze following the submission of a log from the app. If you choose to submit a log, then Wyze's system will generate an e-mail message to you with advice to contact Support if you need help, because the engineers will have access to the logs, but Support agents do not. You can include a Log ID when you create a Wyze Ticket in order to connect a log to an expanded description of an issue in a ticket, and that's information that the Wyze Wizards may be able to pass along to the engineering team, but those seem to be two separate systems, and it's important to understand the difference.

A relevant Help Center article goes into more detail.

If you create an e-mail ticket, then you can also include links to this Forum topic and the announcement topic so that the Support agents have other documentation to pass along to the engineers (along with the Log ID) that might help them troubleshoot the problem.

  1. This might be a good one to bookmark. ↩︎

  2. I’m demonstrating my typical path. The number of steps will likely be the same and result in the identical endpoint regardless of the choices you make. ↩︎