9/6/19 App and Web site not receving orders
11 PM PT Issue resolved. Our database a significant influx of requests, which created a backlog and slowed down query processing. Our database and servers are now stabilized. If users have any issues with an order they placed via the Wyze app or website please contact us.
12:15 PM PT We ran into an issue receiving orders on both the Wyze app and website. Began looking into the root cause and solution.
8/28/19 App and Login Issue
8:22 AM PT - Issue resolved.
6:21 AM PT We found that our recently released app version 2.5 had issues communicating to our servers. This caused difficulty with login, connection errors, and event videos not displaying in the Event tab. We are working with AWS on this issue and we are monitoring it closely. We are sorry for the inconvenience.
8/22/19 App and Login Issue
11:48 PM PT - Issue resolved.
6:07 PM PT - Posted update "The server maintenance is taking longer than the initial forecast and services may still be unstable for some customers. We will update once we have more information."
5:23 PM PT - Posted update "The server load is improving but is not fully resolved with some issues with logging in, automation, and feedback submission. We are performing server maintenance to further address this problem and it may make the system unstable for the next 20-25 minutes. We apologize again."
4:40 PM PT - Posted update "We are seeing levels returning toward normal so service should be restored for most people. If you are still having difficulty logging in, setting up new devices, using existing devices, viewing event videos, or using voice assistants, please let us know!"
3:35 PM PT - Our engineers identified a server spike that is impacted Wyze services involving login, app usage, and event video submission. Began investigating root cause and fix.
8/16/19 V2 Units Missing R65 Resistor Update
9/3/19 - Sent out a fourth email.
8/16/19 - Sent out a third email.
8/16/19 - Sent out a second email to a small group of customers that may have received cameras missing a small resistor necessary for the MicroSD card to be recognized by the camera. Users that received this email can check if their camera is affected here: https://replacement.wyzecam.com/
8/6/19 - We sent out an email to a small group of customers that may have received cameras missing a small resistor necessary for the MicroSD card to be recognized by the camera. Users that received this email can check if their camera is affected here: https://replacement.wyzecam.com/
8/10/19 Camera Connectivity Issue:
08/10/19 6:50 PM – Issue resolved. Our Service Provider was able to identified and fix the issue. We confirmed that the server update fixed the issue on users side as well.
08/10/19 4:00 PM – Sent a ‘Service Advisory’ notice was sent out to users. We also had better understanding of the impact to users and that up to 3% of cameras may have experienced the issue.
08/10/19 12:00 PM – Posted on social media to inform users about the issue. Investigation showed only newly setup cameras may be affected by the issue.
08/10/19 Morning – We received multiple reports from different channels that our users cannot connect to their cameras outside of their home network. Began investigating issue.
8/9/10 Bulb Issue:
08/10/19 10:30AM – Issue resolved. We found a solution that could be implemented from our cloud to get all devices back to normal. It took us about 2 hours to deploy the fix to all users. The fix was verified by users and we posted the update on social media.
08/09/19 9:53PM – Found workaround that if users manually turned off and on the bulb it would fix the issue. Updated users on social media.
08/09/19 7:18 PM – Identified a few spikes of AWS IoT connection events for Wyze devices (especially Wyze Bulb). Devices would appear online but not respond to any commands. We suspected this was related to updates on the AWS side and high priority ticket was filed and monitored.
We started to see device IoT connection activities return to normal, however, the huge spike caused a processing backlog on Wyze server. We expected the backlog would take a few hours to finish processing and began exploring workarounds and other solutions.
08/09/19 6:54 PM – Posted notice on social media: “We are looking into a server problem that is impacting Wyze Bulb. We're adding servers to help with balancing and investigating the cause. We apologize for the inconvenience and will provide more information as it becomes available.”
08/09/19 4:00 PM - Received reports from some users that they are no longer able to control their Wyze Bulb through the Wyze App.