I have a camera already setup in app (wyze cam v4) and it works just fine, Trying to add a Wyze lamp socket v2, and it stucks at the “Adding your device” step right after i choose wifi network which is 2.4 Ghz. App connects to Wyze Cloud but is not able to add a device to app. After some time it shows “Connection failed” and “Having trouble connecting” message. I bought 2 wyze lamp sockets and both behave the same. What could be issue ? i doubt its the sockets istself … maybe they are trying to connect to wyze cloud to download latest firmware and fail … anyone any ideas ?
How good is the Wi-Fi signal where you’re powering your Lamp Socket v2s? Have you tried moving one closer to a wireless access point (WAP) and then initiating the setup process? If that alone doesn’t do it, then I’d probably try to factory reset the Lamp Socket v2 (and also temporarily locate it close to your WAP), which is described with other troubleshooting steps in a Help Center article. If that allows you to get the socket connected and added as an accessory for your Cam v4, then you could try relocating it where you intend to use it and see if it maintains its signal there.
I’m in the same room with the WAP, reseting didnt helped. I was able to check real-time traffic through my router app, not sure if its suppose to download anything like firmware updates or not. I attached the image showing that socket does connect somewhere but it drops almost right away. Maybe the issue is in the iphone app i’m using (its the latest version3.6.5 (5)) ? Confused …
Having the same issue was as well. It always get stuck at the “adding your device” step. Tried pairing with both an android and iPhone, always stuck on same step. Contacted support and a replacement was sent. That replacement did the exact same thing. Contacted support again, they did some more investigation and they said they finally determined what the issue was but did not go into details. 2nd replacement is currently on its way, we’ll see if it works or not.
I understand why someone might think that, but I don’t think that’s always the case, and your own experience seems to belie that:
Offering or sending warranty replacements seems to be standard practice for Wyze Support and seems to be an easy way to appease customers when they don’t have an immediate solution for a problem. They even sent me a replacement Video Doorbell v2 once, but I was able to do some additional troubleshooting on my own (after previously doing a bunch of troubleshooting through Support) and figured out the real cause of that problem, so the replacement is sitting in a box as a spare.
That might be, the thing is that its almost impossible to figure it out wihtout knowing what’s going on on the app/product side on that exact step where its stuck. And if i understand right, its a new product recently released.
Yeah, it’s new, and sometimes there are problems with new releases of anything (not specifically Wyze, though they’ve seemed to have their share). I’m wondering when a new firmware version is going to be pushed for my connected sockets.
I don’t know where the specific issue is with this one, but I still suspect a server-side issue given what the app is telling you. Have you submitted an app log? If you haven’t yet done that, then I’d be inclined to reproduce the issue, submit a log from the app, and then open a Support ticket that references the Log ID you generate. That should help get this on the developers’ radar so that they’re aware of what needs to be addressed at the mothership.
That sucks. What if you try going through Account ➜ Wyze Support ➜ Submit a Log? For something like this, I’d probably select Wyze App & Services ➜ Device Setup.
Not that I’m aware of. I like to think that it helps to include a description of the problem when submitting a log and then sharing the Log ID with Support so that it can be passed along to the engineers, but I have no real insight into how their internal processes work or how well that communication flows.
If it is an app issue, then that also often involves a problem on the server side and doesn’t necessarily mean that you have to wait for a new app release for a resolution. Sometimes changes they make on the back end have resulted in actual UI differences because of the way their app works. Because this seems to be a communication problem, I still suspect it’s a server-side issue, but I can’t say for sure, and I’m interested in the results of @mvt’s test.
I thought the third time would be the charm, but nope—this one is doing the exact same thing! I’ve tried everything: pairing with different phones, 2 different routers, and even using my phone as a wifi hotspot for both the Wyze Cam v3/v4 and the socket. It will always get stuck on the same step, nothing works. Something is broken here, I’ll be reaching out to support again.
Thx for sharing this @mvt . At this point there is nothing we can do, it’s up to them to test the app with the product. I’m hopping its something on back-end side and not the product, and at some point they will fix it and our products will start working as expected.
