When tapping on my doorbell, it shows a blurred image (see attached video), Clicking back and then tapping the doorbell again and it works as it should, live feed loads fine. Has anyone seen this with their doorbells? (A user posted this same issue on the Wyze Facebook group, but no-one has replied).
My Doorbell is on the latest firmware (4.25.1.368) and the WiFi signal is strong.
And this has started a few months / weeks ago and is very annoying.
Using iPhone XR on iOS 18.1.
Even though the wifi signal shows strong it may not be good/clean - i.e. congestion or interference etc. Even after you get what looks like a clear image it seems to take it a second or two to switch to the current live view.
If you leave it on that blurry image for a while does it ever catch up? The doorbell cams go to sleep and it may also just be related to it waking up, though you’d think that would be pretty quick.
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I remember seeing this issue a couple of times in the forum. I never heard a final resolution.
What did Support say?
@dave27, I tested it tonight and left the screen for almost 5 minutes at the blurred image and it “never” caught up. Then when back to the “Devices” screen, tapped again the Doorbell and it showed the live feed right away. I’ve been using this Doorbell for 2 years and never had this issue up until a few weeks ago.
Ah, in that case check and see whether the app or firmware updated (I suspect the app probably did). Sounds like a bug of some sort, I’d submit a log and open a support ticket to make sure they’re aware.
Also try completely uninstalling and reinstalling the app (you can start by clearing the cache within the app and also in the OS settings to see if that helps, but reinstalling the app has cured some strange glitches for me).
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For the last couple of days I have tested on my old Galaxy phone and it has worked fine every time, but on my iPhone XR it fails at least once a twice a day.
Today I captured the screens on both phones while trying to access the Doorbell Cam.
I’m at the office, trying to access the Doorbell camera at home.
I did the Galaxy first and it worked fine.
I did the iPhone next (just a few seconds after the Galaxy) and it failed on first access, tried a second time and worked fine on the iPhone.
I submitted logs thru the app (Log ID 1661664).
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Exactly the same issue on iPhone! Looks like two blurred machine sheds. Very annoying.
Still happening on my iPhone.
I submitted logs thru the app, got a log ID.
Not sure what happens once they get the logs, but I haven’t heard back.
Don’t know if someone is indeed looking at this issue. There seems to be a lack of communication from Wyze, at least they should acknowledge the issue and say something.
Mine is doing the same. And if I get a notification, when I go to view it, it live, it won’t pull up the live view. It goes to the last recording but that is frozen too. I have restarted the camera with no avail. No updates available either.
@carverofchoice and you have been so helpful in the past, do you have any insight on this?
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This looks like a pretty obvious bug on the iOS app for the VDB v1.
For those wondering, that blurred image is the default stock thumbnail they use as an example when the camera isn’t showing an updated thumbnail from the camera view. The reason it is blurred now (past images used to be clear) is because too many people kept calling into support or posting on here that they are seeing someone else’s camera feed when they weren’t, so the blurred image is simply a more obvious immediate indicator that it’s just the stock thumbnail when the camera isn’t connected at the moment.
In this particular case I think we really need some people to file official support tickets so this issue gets on Wyze’s official radar in their official tracking system. I don’t think Support can actually do anything to help “fix” this issue with you over the phone, so don’t be upset if they suggest standard troubleshooting and nothing works to resolve it. That is expected. The main reason I suggest filing a support ticket is so that it gets in their system. The more people who do it, the more it gets moved from an edge case to a wide-spread “high impact” issue. So please be polite to the representatives. They still have to ask you to try some stuff per their scripting guidelines to rule out normal resolutions. Make sure to tell them this appears to be an iOS-only issue and it isn’t happening on Android.
If any of you are willing to do that @krr1975 @cara.rejas @Zip will you please then post a copy of your support ticket number in here and call-tag me so I can pass that on to someone. I’m hoping it’s an easy fix. I think this just isn’t on anyone’s radar right now and it just needs a little app tweak.
I don’t often use iOS, but I did just order a iPhone SE to use as a secondary test phone to help confirm issues for people, so when that comes in for me I can confirm all of this and help support the claim as well.
Thanks for tagging me. I’ll see if we can get this on someone’s radar.
Just to clarify, all 3 of you are reporting this with the original small white Video Doorbell v1 version that shows the video in portrait view and it’s only happening on iOS, correct? You are all up to date with the latest app version?
As always, thank you for your time, response, and help! I can always count on you!
Yes, I am using the original Video Doorbell v1, I have IOS and my app is up to date.
This has been going on for a while for me and thought it was a glitch that would get fixed. But it’s becoming more of a pain, when I get a notification and then click on it to see the doorbell live and it won’t show it. So today, I got on here to look and see if I was the only one and that’s when I came across @cara.rejas post and that it has been going on since November.
I’ll try to call support later this evening when I get home to get a ticket started.
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