Hi, folks!
Welcome back to another Fix-It Friday follow-up! We have a fair amount to cover today so let’s get started!
Fix-It Friday
We hear feedback that the weekly cadence is not giving enough time for us to fix stuff and show results and we’ve also noticed that participation is decreasing. In response to this, we’ll be moving to having a Fix-It Friday callout on the first Friday of every month and then the rest of the weeks will be updates about the submissions we’ve received (with exceptions for things that were completed or are not currently in the works). We’re hoping that this will improve the transparency and effectiveness of Fix-It Friday and really appreciate the feedback about this program! It’s possible that this won’t be the right recipe either but we’ll keep you in the loop if we change things further.
Cam Plus Lite
You may have noticed some excitement around here yesterday as we flipped the cloud settings over for supporting Cam Plus Lite. We got some pretty strong responses and found issues such as default settings not working properly, beta apps not supporting the change, app stores not having the update available for everyone in time, etc. We rolled back the cloud change so we can look into the reports to make a smoother transition in a few days. We really appreciate your patience as we work through this.
Core - No notifications when Cam Plus is enabled
We would love logs for this! We’re currently beta testing fixes for Wyze Cams v2, v3, Pan v1, and Pan v2. Please let us know if you are experiencing this, which device you’re experiencing it on, and the log number that you submit after missing a notification. Logs can be sent in through Account > Wyze Support > Submit a Log. Then please post the log number here!
Reddit - Event recording turning itself off
Could you please tell us which app version this is happening on? We’d like to dig into this but will need more information. It’s probably a good idea to recreate this and send in a log through Account > Wyze Support > Submit a Log while you’re at it. Best results happen if you post the log numbers here so we can report them together with your description.
Forum: Wyze Sense Hub firmware 4.32.8.213 causes issues with Rules and notifications
We’re looking into this with the Wyze Sense team and they’re checking on the links we sent over. We haven’t confirmed that these are firmware issues as opposed to problems caused by something else like the cloud. It is possible that we’ll pause this update if we’re able to confirm that it is the culprit. But in the meantime, we’re looking into it! The team would like to take this opportunity to try isolating reproducing steps and to see if the following path works to resolve issues for customers:
- Verify Wyze Sense Hub firmware is updated to 4.32.8.213 through the app
- Confirm that the app reports network connection
- Are you able to arm/disarm using the keypad? Can you do it using the app?
- Try holding the Reset button on the hub to reboot it
- If you’re having issues with your sensors, what is the message you see when they fail to pair? Is it failing 100% of the time or are you able to succeed sometimes?
- If you have sound issues, please confirm your tune sound is enabled for your sensors in Settings through Wyze Sense Hub Settings > Tune Settings. Are there any other sounds being played by your hub prior to the sensor being triggered?
Discord - Wyze Bulb Color has random color changes
We’re looking into this and discussing it with the PM. If you could send in logs after experiencing this, we’d really appreciate the help! This is a possible firmware issue and we have one employee that experienced something that may be this issue. She was able to fix it by resetting the bulb but please send a log through Account > Wyze Support > Submit a Log first! Then please post that log number here.
Discord Bonus: Still unable to group doorbells with cameras
While this is a missing feature rather than a bug, we wanted to take a second to address this. We don’t have the resources to support this development quite yet because of how different the functions are between these devices - doorbells support additional functionality like grouping with Wyze Lock and have buttons and chimes that aren’t supported in groups, making this a bit more complicated than it may seem. But we appreciate your interest! Please don’t forget to vote for feature/product requests like this in the Wishlist section of the forum at Wishlist - Wyze Forum to help our Product Team plan for the future.
Let’s Take a Look at Some Previous Submissions
Cam Plus AI accuracy issues
We’ve identified some issues that could be affecting most of our current camera lineup. Some improvements have already rolled out while the second batch is currently in public beta testing. We look forward to rolling these updates out in the near future to help alleviate some of the false positives and false negatives that folks are seeing.
We should mention that our AI is always improving using the videos that you submit to us. Please continue to send false positive videos through the “Submit this one video” button at the bottom of the video viewer so we can continue to train our AI!
Wizard chat ends when navigating to the main app page
Our plan is to tackle this one using two different methods. First, we’re going to have a trial with text messaging as a fourth support option in the next 3 weeks. While this wouldn’t solve the issue of the chat ending when navigating through the Wyze app, it would bypass that particular risk. Secondly, we’re also moving forward with the new Zendesk interface with improved chat.
Wyze Plug 2021 (Certified For Humans) version going offline
We did release a firmware update that was intended to help with this one. However, some people reported that connectivity was not improved and several reported plugs going offline for multiple days. Because of this, we halted the firmware update and we’re investigating these reports. The logs submitted weren’t useful for analyzing the firmware because the plugs were offline but we did collect affected units from customers and our team will receive them for the investigation within the next couple of days. We’ll hopefully have more information in the next week.
Alright, and that wraps it up for this week! We’ll catch ya next week with updates about the Fix-It Friday submissions we’ve been working on. Have a great week!