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.