There are a number of troubleshooting techniques referenced across a number of our articles. Here, we break those down for you so that you're never left asking, "What are they talking about?"
General Meaning: When referring to an application or program on a computer, tablet, or phone 'Force Closing' something means to have the operating system fully close
When we use it: For us this will mean manually shutting the app down. This process can vary depending on the operating system you are using.
For Android users:
- Press the square symbol of your phone or tablet's navigation buttons.
- This will open a list of apps currently open in the back ground.
- Locate the Wyze app and swipe right to close. It should be removed from the list indicating that is has successfully closed!
For iOS(Apple) users:
- Double-tap your home button, this will open a list of all active apps.
- Locate the Wyze app, if it was recently open it should be near the front of the list.
- Swipe up on the app. It should disappear from the list, indicating that it is closed!
General Meaning: Power Cycling generally refers to fully powering an electronic device off, usually disconnecting it from any source of power.
When we use it: For us this will mean the same and can be done by following these suggested steps.
- Unplug the camera from its power source, this can be done either on the wall or camera side.
- Allow 5-10 seconds to pass for the camera to completely discharge.
- Plug the camera back into the power source and allow it reinitialize.
- If using an SD card with the camera, remove it before proceeding.
- Leave the unit plugged in and power on.
- Press and hold the setup button on the bottom of the unit for 10 seconds for Wyze Cam V2 and Wyze Cam Pan units and 20 seconds for Wyze Cam V1 units
- Allow at least 30 seconds for unit to initialize, in some rare instances this process can take up to 5 minutes.
- The LED on the back should move from Solid Yellow to Blinking Yellow.
- The device is now ready to be setup once again.
In the Wyze app, go to Account -> Help & Feedback -> tap on "Report an issue" at bottom of the page.
In the Issue field, enter your ticket number if you have one already, otherwise give a few word summary of your issue. In the Details field, please enter a brief description of the issue you're having. Make sure to leave the box checked next to “Send log file”' option at the bottom of the form and tap Submit.
There is also a drop down that allows you to select a camera. If a camera is selected it will attempt to upload a firmware log to our cloud server. This method of firmware log collection should be considered unreliable if your issue involves connectivity.
- Insert your micro SD card into the camera SD card slot (at the base of the camera). If it is already in the device, please take it out and reinsert the card
- After hearing two ding sounds (in about 5 seconds), take out the SD card
- Use a PC or a Mac machine to read the SD card. Under the root directory, there will be a log file starting with "log_9451" or "log_A4DA". That is the log file we need. If you see more of the log files, please select the one matching your device MAC ID (at the bottom of your camera).
We have partnered with RouteThis Helps, a third party network diagnostic tool, to help you troubleshoot connectivity issues.
What it does: RouteThis Helps mimics our products on your network, checking if the needed ports are open as well as testing your network's upload & download speeds. It will also send test packets to our servers to confirm that you are able to connect to them from your location.
When to use RouteThis: If you have completed all of the connectivity troubleshooting steps and are still experiencing issues connecting to your camera, please follow the steps outlined below.
How to use: RouteThis Helps is very easy to use.
- Please download the free RouteThis Helps app from your devices App Marketplace.
- Make sure Battery Saver mode is turned off on your phone or tablet.
- When it prompts for a code, please type "WYZE" (not case sensitive). The app will automatically capitalize all input.
- Place the device the RouteThis app is on next to the camera you are having issues with.
- Please confirm your device is attached to the same 2.4GHz signal on your WiFi as the camera and next to the camera's setup location.
- Press the start button, which for most people should be labeled "I Moved It."
- The scan will take about 4-5 minutes.
- Once the scan is complete, it will produce a code. Please copy that code.
- If you are not already in contact with an agent, please submit an app log with the code and a description of the issue you are experiencing for further assistance.
If your camera gives you an error code, there is likely an issue with connectivity. The table below tells you what each error code means and what steps you can take to resolve.
|-41||Network is not reachable|
|-42||Failed to setup connection|
|-60||Cannot connect to server|
|-90||Device is offline or cannot connect to server|
|10001.2||Camera is being upgraded|
|10003||Firmware operation failure|
|10003.6/10003.7||10003.6: Authentication failure, first failure.
10003.7: Authentication failure, failed multiple times.