Wyze Plugs (v1) offline

Power & Lighting
1

I noticed both my original Wyze Plugs are flashing a blue light. I checked the app and it indicates they are both offline. Power cycled one to see if it would come back online. Nope! Cameras are still connected.

Is Wyze having an outage?

2

I’m not aware of one, and I don’t see any indication of a major problem when I check Downdetector.

I have five of the original Plugs, and those that were already plugged into power show online in the app and work as expected. One Plug was in a drawer, so I plugged it into power. It didn’t appear to do anything, so I pressed the power button on the side several times and unplugged it and plugged it back in. It flashed blue for a while, so I decided to let it sit, and it seemed to establish a Wi-Fi connection within a few minutes. :man_shrugging:

If you’re still having the issue, then I’d consider power cycling the Plugs by unplugging them and plugging them back in.

2025-03-31T15:47:23Z Edit: This appears to be related:

3

@mraxlx @Crease Thanks for this info. I guess I did not leave the Wyze V1 plug unpowered long enough when I power cycled it. Both v1 plugs came back to life after leaving them unplugged for a minute. The app can control them again.
Note: I did notice that the blue light was ON when they came back on, but they were set to have the blue led OFF.

1 Like
4

I didn’t unplug mine for 30 seconds. I unplugged and immediately plugged back in…twice. :man_shrugging:

I don’t have any input on the status light issue, either. I like that as an indicator, so I have it enabled in the app (even though two of my Plugs’ LEDs are apparently dead).

Thanks for the update! I’m glad you’re back online again. :+1:

5

This morning, both v1 plugs were offline again! I power cycled 1 of them and it came back online. The other 1 is hard to get to in order to recycle it.

I use these plugs to control other devices remotely and they have worked correctly for many years. These outages (going offline) is not acceptable.

Who can I communicate with at Wyze to find out why this is happening ?

6

What does Support say? I wouldn’t expect them to solve the issue, but they might be able to provide some insight, and that’s the official communications channel for Wyze. Especially for recurrent issues, my inclination is to reproduce the issue and submit a log, then follow that up by creating a ticket, noting the Log ID in the ticket.

7

I sent a log to support and got a ticket #, but the process indicated support would NOT be getting back to me!

Anyways, the plugs have been working correctly after the second outage and I recycled one plug (the 2nd plug came back online a few hours later).

8

I still haven’t seen other reports of a problem with these recently, so I’m not sure what caused your glitch.

Wyze’s process with logs seems unnecessarily cumbersome, because it’s a multi-step endeavor:

  1. Submit a log in the app.
  2. Receive a Log ID in the app.
  3. Wyze’s system that receives the log sends you an e-mail message with follow-up instructions.
  4. At that point, you get to decide if you want to proceed. This is where I typically open a ticket (which is not the same as a log).
  5. After opening a ticket with a brief submission where I paste the Log ID, Wyze’s ticketing system sends me an automated message with the ticket number.
  6. This may or may not be followed by a second message from the support bot (their AI-enhanced “WYZE-E”).
  7. I respond to that message with actual detail about the problem, including a description of what I’ve experienced, troubleshooting measures I’ve already attempted, etc.
  8. Finally a human Support agent (“Wyze Wizard”) should respond to the ticket, and this person will very likely tell you that Support doesn’t have access to the logs.

It’s weird and frustrating, and it seems like they could do things to improve efficiency (among other things).

For whatever it's worth, 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. (:face_with_symbols_over_mouth: UGH! :roll_eyes:)
  5. Click No, I do not like chatbots.
  6. Click This is about a product.*
  7. Click Other.*
  8. Click Create 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.

I don’t know if you’ve actually contacted Support (actually opened a ticket) or if you just submitted a log, but if things are working for you now it might be best to just call it a day. No reason to add to your frustration by dealing with variably helpful agents.

  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. ↩︎