Hi, folks! Here’s an update for the service issue.
Issue: On 11/19, beginning in the early morning and going through 3PM PST, a many Wyze Cams couldn’t provide the live stream outside of their local WiFi network.
Root cause: There was a server update from our streaming service provider end intended to help improve server load balancing. However, during the update the DNS (Domain Name System) registration was not updated promptly. This caused most Wyze camera traffic to go through fewer servers and eventually the servers were overloaded.
Fix: Fixing the DNS registration issue resolved the problem. Wyze service returned to normal around 3PM PST on the same day.
Our plan moving forward:
- Wyze will work closely with our provider to enhance our service operation and outage escalation processes.
- Wyze will setup more metrics for detecting service issues sooner.
- Wyze will work on a backup service plan to mitigate future service issues.
- Wyze will work on app/website updates to better inform customers about unexpected service issues.
While this issue is resolved, sometimes you may have difficulty connecting to your Wyze Cams for other reasons. If you are having trouble with this, please contact customer support using this form: https://support.wyzecam.com/hc/en-us/requests/new
Service issue on 11/19 - Cannot see live stream outside local network
Some cameras may be experiencing issues connecting to our servers. This results in the camera flashing blue and it may give you Error Code 90 within the app. Our engineering team is working on it as quickly as possible; it is a top priority this morning. We apologize for the inconvenience and hope to have the issue resolved quickly.
The issue appears to mostly be affecting cameras that may have recently been disconnected from the servers. If the camera is already connected to the network, it should be fine. We recommend not resetting the connected cameras because they may lose the connection until this issue is resolved on our servers. If a camera loses connection, it may not be able to connect back for the time being until this problem is resolved.
At this time, any new camera setups may not be able to complete.
The issue does not appear to be affecting Event Recordings.
Sorry for the inconvenience! Thanks!