Saw there was a new Beta on Android. Downloaded it but still having the same issues. Even wiped data/cache and factory reset the vacuum. Rebooted the phone. Set my network to 2.4 only. Connection failed…
I see it on the controller, so it’s connecting to the wifi, just not communicating with the app.
Wyze just released a new App for both iOS and Android. Information on that here:
(https://wyzelabs.zendesk.com/hc/en-us/articles/360024852172-Release-Notes-Firmware)
If it doesn’t fix the trouble, open a Support Request.
The app update description doesn’t even mention vacuum setup. It did not make any difference. Still no joy.
I called them yesterday, after opening a ticket, because it’s been my experience that the only tickets they respond to are the ones I call them on. I had a long conversation with them including troubleshooting, factory reset, etc. I was told they would send me an email yesterday requesting further information including screenshot, and I don’t know what else. I never got the email. So this morning I went to see if I could add anything to the ticket but apparently they closed it when I spoke to them, leaving my no avenue to proceed. So I opened another ticket, uploaded the screenshot, and have of course not heard back. This is not going well. I have been a Beta member for 2 years, and I can say that in the first year, they did seem to pay attention to fixing problem, not so much anymore. After waiting for this vacuum for 2 months, and babysitting the tracking since Jan 4, not receiving the vacuum til Jan 24th, I am not a happy camper.
Android app v2.17.7 does nothing to fix this issue. The problem is still the same - the vacuum connects to my Wi-Fi network, but never shows up in the app.
Didn’t fix the issue.
1/26/21 2:15 PM PT - We are continuing to isolate the cause behind some folks not being able to complete Wyze Robot Vacuum setup. While this is related to a separate issue, all customers using Wyze Robot Vacuum should make sure they are using at least the 2.16.55 Android app or the 2.16.48 iOS app due to the recent certificate update.
Further, we’ve found some success for some people with restarting their vacuums. If you cannot see the Wyze Robot Vacuum WiFi broadcast during setup, please remove the Wyze Robot Vacuum from the charging station and then press and hold the power button on the vacuum for 5 seconds. This should restart the vacuum and the WiFi broadcast should appear again during the setup process.
Thank you for your patience.
I just tested with rebooting the vacuum prior to the join. Still no dice.
The vacuum is connecting to the wifi successfully, and it stays connected according to my Unifi system. It just doesn’t proceed past that point in the app. The phone disconnects from the phone after it sends the wifi info. The vacuum gets on the wifi, but then the app just sits at “Connecting…” until it times out. So far no combo of factory resets, clearing cache/data, reinstalling apps or disabling mobile data has made it work for me.
Same here. Doesn’t work.
I just tried 2.17.21. Tried several times via the normal setup method. Every time after I joined the vacuum’s WiFi my vacuum successfully connected to my home’s SSID. But then hangs and never communicates with the app. I tried factory resetting. Still nothing. I tried powering down. Still nothing. The robot makes it to where it needs to go and shows up as online on my access point. It just never finishes setup with the app.
I am running Ubiquiti Unifi APs and router at home. My internet provider is AT&T Gigapower. What network and ISP provider configs are others running?
Is it possible there is some message that could be filtered that might prevent the setup? I’m not filtering anything locally but I have seen examples of AT&T filtering funny things like NTP before. Wyze, could we be hitting something like this?
Derek
Its not something broken on your network. It’s an issue wyze has to fix.
I’m not saying broken. I’m saying filtered. For example I have water leak detectors from Honeywell. Due to AT&T filtering NTP packets they would not come online either. NTP is what some devices use to get their time of day. And Honeywell firmware must have been written to require this before completing registration. I had to put in a complex hack on my router to tunnel these through the AT&T network since AT&T refused to change it. I’m just asking Wyze if they do anything similar. This issue just seems eerily familiar to that with only some people not able to come online.
Same issue here.
I think this is a good thought but it seems way too mainstream with many different routers and ISPs and users to seem like it would be the cause. But who knows? Apparently nobody.
I’ve setup a few different Wyze products with no trouble in the past, and lots of other smart products with no real brand name.
Further, we’ve found some success for some people with restarting their vacuums. If you cannot see the Wyze Robot Vacuum WiFi broadcast during setup, please remove the Wyze Robot Vacuum from the charging station and then press and hold the power button on the vacuum for 5 seconds. This should restart the vacuum and the WiFi broadcast should appear again during the setup process.
So I just saw this as an update from the development team. There is a problem with this new guide and they should pay attention to it asap. When you press and hold the power button on the vacuum for 5 seconds it does not restart the robot!. Before it even reaches 5 seconds, it shuts down the vacuum. Then you have to hold the power button to turn it on. I tried this and the robot’s Wi-Fi did not turn back on. There should be a clarification on this. If I hold the home button for 5 seconds it asks me to factory reset the robot. 5 seconds on power always shuts downs the robot. Factory reset also does not turn the wifi back on. Only wifi reset turns the wifi back on.
This has nothing to do with SSID. I grabbed this robot and took it to my in laws house today with a complete different setup. The robot stills drops the wifi on the phone and connection fails. I am not sure why the app or phone does not pick up the robot but I can see it as * with a mac address on the router. This happens at home and at my in laws. Obviously an issue with the app and the robot not your SSID. I removed symbols, I switched everything off, removed every device from my network. Just chose the most simple names and am using 2.4ghz. No difference. App connects to my internet, asks to connect to robot, it connects and the robot’s wifi disappears.
The vacuum firmware doesnt know how to get to the wyze servers. Their provider AWS changed things. The vacuums in shipping didn’t get firmware that had the changes.
Hard reset is to hold home button for 5 seconds…then once it starts talking let off button the immediately hold again for 5 seconds and ot will reset device.
I’ve updated my wyze beta app and tried multiple angles to get this going…still nothing.
So probably have to ship back?
I’m hoping not.
Here is a link to the post by WyzeGwendolyn: (App certificate update & WiFi broadcast)