Wyze Sense Hub, Cam Outdoor & Base Station firmware Beta Test 6/30

Beta
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I agree, that I’m not so much frustrated that there ARE errors, it is beta after all, so not too surprising, but I would hope for at least some acknowledgment that someone is aware of or looking into it or what to expect, especially for an issue that is pretty critical and affecting several different people, and because there is no way to even roll back the firmware.

Speaking of that, I am very surprised there is no way to roll back the firmware to an earlier version. This seems like it should be a basic given for when firmware is determined to have major problems. We can do this on several other devices, so I am surprised we can’t do so with the Hub.

I also wanted to add another update here that last night (well, early this morning technically since it was around 2am MST) I finally went through with resetting up the hub. When I went through the setup, it did not give me an option for connecting it through Ethernet this time (apparently another bug with this firmware?). It forced me to connect it to a wireless SSID, which is fine, because this was my plan anyway. The setup failed at least 4 times, maybe as many as 8 attempts, I can’t remember for sure, but it was several fails in row. Finally I got it to set up successfully connected to the 2.4gHz SSID like all the other Wyze devices. I wanted to see if it made a difference for me by switching to the WiFi. It made it until around 6:30pm, so roughly 16 hours, before everything related to the hub locked up again and ceased to function. I also confirmed that even the local things would no longer work (keypads, arming/disarming, etc), so it is definitely the firmware that is the problem, not the internet. And it does not tell us when it locks up. The only way to tell is when suddenly sensors aren’t working anymore, then you go into the Wyze App and look at when they locked up (motion sensors are the most helpful for this, because if they lock up while detecting motion, they will tell you exactly when that was…that’s how I can usually tell when the lockup occurred, and I can verify on every other sensor that none of them triggered after that time either).

Here’s a video of what happens in the app when trying to arm during the Hub lockout:

This is a screenshot of that error for those who can’t get the video to work:

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If I use the Keypads instead, the keypads just sit there, no beeping or response or anything. They act confused at what they’re supposed to do.

@WyzeTeam I strongly recommend rolling the firmware back and start over, or fix it if you can. This is a serious, critical issue. I LOVE the Tune settings, I really do, a lot, but they are a luxury compared to the necessity of hub being stable and reliable as the sensors are quite possibly the core of all my smart devices as most of my automation rules involve a sensor. And as should be an obvious reason it is important, I can’t even arm the alarm, or disarm it and I never get any kind of notice it’s been down until I suddenly try to use a sensor with a rule, or arm/disarm and it doesn’t work.

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Thanks for posting the video. I have not experienced any issue with the FW update on my hub, at least until I saw the video and realized that I saw this message once.

I was testing to see what everyone was talking about and set the arm away mode. I decided not to wait for the entire countdown as it appeared to be working and tapped on Disarmed. It continued as if it was performing the Arm Away mode and at the end of the countdown (assuming as I could not see the countdown when I hit the Disarm button) I received the same message you did. I then put it in Arm Home mode and it switched without issues. So I wrote it off as I was experiencing other issues potentially related to my network.

My Exit Countdown for Arm Home is 0 and for Arm Away is 60 seconds. Have not seen this issue with Arm Home. Maybe it is related to the countdown.

In any event, now that I see what is happening, I will test more to see if I can reproduce and see if there is a pattern as well.

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I haven’t had any issues with this update.

I did have an issue prior to the update with one of the motion sensors that stated randomly detection motion when there wasn’t any. Particularly annoying at the time as I was AWAY with my system armed as AWAY. Little I could do while away other than removing the motion sensor. Upon return removed it and added it back completely and it’s been fine since. ¯\__(ツ)_/¯

The only issue I see with this so far is that the sensor events still do not show up in the HMS monitoring timeline. Also, critical alerts on iOS remain broken.

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I had some issues with V1 sensors and the new hub so I deleted the hub from my account. I then did a factory reset on the hub and had to do a full reinstall of WHMS including hub, sensors, home info, phone number, etc. You know the whole thing. It seems that since I did that WHMS is working correctly. My V2 sensors are all active and online. The hub makes its weird little sound when doors are opened. I can arm and disarm the system in test mode without any issues. Of course, I only did this yesterday so I’m not convinced I fixed it. :wink:

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I have not had any issue to report. But after seeing the video, maybe I have. :slight_smile:

However, I can arm and disarm and my sensors are working well through the new hub. I even have it hooked up with Home Assistant.

But now I am going to watch it closely.

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I didn’t think about factory reset, did it really actually revert you back to an earlier firmware version? If so, I think I might try that soon since we can’t tell if they’re even aware of or acknowledging this issue with this firmware. Can you check and post what the firmware version is showing on your hub after the factory reset? I think I’m going to do this too. Also, how did you do a factory reset for the hub?

Smart thinking buddy. The HMS is totally useless for me with this firmware, my system locks up no less than once a day, sometimes 3 times a day. I usually notice when a contact sensor switch or motion sensor doesn’t turn on or off a light like it’s supposed to, then I know to check. But I haven’t dared to arm my system since then because it’s problematic. I’ll really miss the instant chiming from my doors though…Alexa is so much slower.

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It didn’t change the firmware. To reset, delete the hub from the app, press and hold the setup button for about 30 seconds and it will reset and trll you to complete the setup in the app. Then you’ll add the hub, sensors and keypad along with the house, your name and phone number. You’ll get a text message with a setup code. You then have a clean setup. I didn’t add any V1 sensors to the hub.

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Dang, same firmware…But if you keep the same buggy firmware with that reset, won’t you just continue to have the same problems? It seems all it will do is cause us to have a lot of work adding all the sensors again only to keep getting lock up states.

Keep me updated on if you find it to help over the course of a couple of days.

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I didn’t really have much choice. I had my V1 sensors connected to both the hub and my old camera bridges some how and had to get them fixed because they were bouncing back and forth, not working reliably. Everything seems stable for the moment but only time will tell.

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@WyzeRyan Hey Ryan, some core users that I had been working with in the past had struggled with this Sense Hub issue (please see their posts for more detail). However, this is really not something I am familiar with. So, could you please take a look and see if you can help with their issues?

Thank you.

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Thank you so much for this gesture, it is extremely appreciated you’d take the time to bring this to the attention of someone who can look into it. :slight_smile:

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I am having the same lockup issue with the Hub as everyone else. About every 1-2 days, I have to reset it. V1/V2 sensors on it. Beta firmware.

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Provide a log, seems to be an issue for sure.

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I was having problems with my HMS setup and then took drastic measures. I deleted the hub, keypad and sensors from the app, did a factory reset on the hub and reinstalled everything. While HMS wasn’t installed I moved all my V1 sensors back to the bridges in my cameras. Anyway, so far so good. HMS is working again without any lockups or freezes. I can arm/disarm the system from the app or keypad and both are in sync. This has been working for about a week now.

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I tried this same thing. Deleted the hub, which deleted ALL sensors and keypads and rules too. Then I factory reset the hub, then I set it back up. I first installed all the V2 sensors, and it went more than a whole day working fine. Seemed to be a good sign. Then I added a motion sensor. It still kept working fine for several hours.

Then I added a couple V1 Contact sensors and it suddenly started locking up again. It was actually fine with one contact sensor I was using as a switch, and a second one I used as a light switch…still working okay. As soon as I added a 3rd V1 contact sensor be used for my mail box, it spazzed out almost immediately and locked up. I reset the hub and kept trying to test the mailbox sensor and it kept locking up the hub within seconds or a couple of minutes. I kept rebooting the locked up hub over and over again and it was just repeatedly locking up within seconds to minutes after I added that 3rd V1 sensor for the mailbox. I sent 2 logs, though I doubt anyone will even look at them since they’re ignoring this thread. If they are watching, one of the logs was 250874

I just now deleted that sensor and we’ll see if that makes a difference. If it locks up again, I will try deleting the other 2 V1 sensors too, and see if that is the problem, because it seemed like everything was working fine when I only had V2 sensors on there, and you indicated that you moved all V1 sensors back to the bridges and that this stopped your lockups and freezes (I will do this if necessary, but will be VERY disappointed if this is really necessary just because someone won’t fix the firmware back to supporting them correctly).

That’s my hypothesis though. I am thinking it is the V1 sensors causing the issue somehow, and it may somehow be related to the the new Chime Code somehow.

For anyone else HAVING this issue, do you have V1’s connected to the Hub too? And are you using the new Chimes for the V2 sensors?

For anyone NOT ever having this issue, do you have V1’s connected to the hub, and if so, how many V1’s and V2’s? Also, are you now using Chimes on some of your V2s?

I’m trying to figure out the pattern here. Like I said, it seemed okay with some sensors, but was REALLY spazzing out when I was testing the open/close on my new V1 mailbox sensor…so it may not be every V1 sensor that it hates, which is weird…it seemed particularly sensitive to freezing with specific V1 sensors.

I’ll see if I can narrow it down, since we’re apparently on our own here with no way to revert the firmware back to a version that used to work PERFECTLY with zero issues ever…very, very seriously contemplating buying a new hub just to go back to that old firmware that worked flawlessly…

Thanks @WildBill for the idea that the V1’s might be involved in the problem cause here. I think you’re onto something. My hub worked flawlessly when I just had V2’s connected. Started freezing again once I added some V1’s. That’s a big red flag.

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@carverofchoice I have The Following:

  • 4 V2 Contact Sensors and 3 V2 Motion Sensors used with HMS
  • 4 V2 Contact Sensors, 4 V1 Motion Sensor, and 4 V2 Motion Sensors Connected to the V2 Hub.

I am not experiencing any of the issues being reported above. But, I don’t have any V1 Contact Sensors attached. I can Add some if you would like me to test this out for you.

So if you are trying to reason things out, I would lean towards the V1 Contact Sensors. Also note, I do not have my V1 Bridge attached anymore. Maybe that is interferring as well, assuming you have yours hooked up.

I am looking at putting contact sensors on my windows soon and was planning on a mix of V1’s and V2’s. Will be curious of your outcome on this.

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This is really interesting. My system was working fine until yesterday, when I added a V1 sensor to the hub. Were you able to determine if deleting the V1 sensors got things working again? I just saw this and haven’t had a chance to test yet.

Update: Tried the following: Switch from disarmed to home-Failed. Deleted V1 Sensor from hub and tried to switch from disarmed to home-Failed. Rebooted hub and tried to switch from disarmed to Home-success. Submitted log to Wyze: 251131.

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Thanks guys for the input. That will help provide needed data. I really do think it is V1 Contact sensors locking up the hub, but possibly not all V1 contact sensors.

There were no hub lockups overnight after removing the V1 sensor that appeared to be locking it up every few minutes. I will wait the rest of today to ensure there aren’t any other lockups. I still have 2 other V1 contact sensors connected to the hub and want to see if it will stay working okay with those 2 for a while before I move on to the next experiment. Very interesting so far.

I had a V2 motion sensor go offline around 9am. Never seen that before. I just re-paired it, and it’s working again. I will keep an eye on that. Very weird.

I am experiencing a ghost rule now on the new rules engine. I thought @QiS fixed ghost rules, but one is currently executing for me on a V1 sensor I use to turn lights on and off. I had it linked to one bulb, then I deleted the hub and the sensor and the rule disappeared/deleted. I added the hub and that sensor again, and now the sensor is still turning that light on and off despite not being connected to it in any rule anymore since it was deleted. Therefore the ghost rule issue is not totally fixed in the new rules engine. I thought I should report that. Deleting the hub only hid the rule from my access, but it is still executing.

If I experience no more Hub lockups today, I will add another V1 sensor (not the mailbox one) and see if having a 3rd V1 sensor makes a difference.

@spamoni On the one hand, I would love for you to test adding a V1 Contact sensor (or several) to your hub and see if you start getting lock-ups too…on the other hand I would feel bad if you start suffering the insanity we’re all experiencing…though I suppose we can always delete our V1’s if that turns out to be the issue. Yes I do still have 2 Bridges I can use, but they aren’t connected currently. I decommissioned both of them as soon as I got the hub, so they haven’t been used in months. I am very tempted to reactivate them now though and see if that helps to keep the hub from freezing up. Still, for the greater good, I should probably first finish testing my hypothesis before just abandoning the hub. I think we’re on to something here, and it would be nice to prove it so Wyze can actually fix it…assuming we can actually get someone to look into the issue eventually. :slight_smile:

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I will spend time tomorrow or maybe Friday adding a couple of Contact Sensors… I know I had them in place in the beginning with no issue, so like you all believe, it is probably something with the new FW.

Will let you know what I end up doing.

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Hi @carverofchoice
Could you provide a log id, also the rule name, and the approximate time when this ghost appeared We’ll look into it.