Instruction to collect app log and/or camera log

support

#1

A camera log is basically a firmware log, and you will need an SD card to collect it. For app log, you don’t need an SD card.

Here are the instructions to retrieve your camera log:
(please do not unplug your device after issue happened, otherwise the log will be lost)

  1. 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
  2. After hearing two ding sounds (in about 5 seconds), take out the SD card
  3. 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).

Here are the instructions to send us your app log:
In the Wyze app, go to My Account -> Help & Feedback -> tap Feedback at the bottom of the page.
In the Issue field, enter your ticket number if you have it. In the Details field, please enter a brief description of the issue you’re having. Make sure to leave the box checked next to ‘Log file will be sent to the R&D team to help investigate your issue’ option at the bottom of the form and tap Submit.
This will generate an email to our developer team with your log file attached. Tap Send to send the email to our developer team.


#2

Just an opinion here. If a firmware log is ever necessary for the troubleshooting or operations of the camera, then Wyze must be responsible for providing it. Since no SD card is listed as a requirement for camera functionality, a camera that will not work without it (or cannot be fixed without it) falls under warranty and not the responsibility of the buyer.

While there are many that may have an SD card inserted or access to a card, requiring the purchase of such to diagnose issues with firmware is untenable and should not be raised in such a manner of fact way.


#3

While I do agree with you in principle, there are some situations (e.g. camera not connecting) that getting the log from the camera is the only way to diagnose problems (at least that I can think of). Probably users without an SD card would be challenged to find the instructions and follow them, so for them, there is probably going to be a phone call and possible return. It would be nice to have the ability for the App to request a copy from the camera, if it can connect to it. But then there are the security concerns about what is really in the log file. We can’t see what is there.

If would be nice it there was a way to request that log files be saved to the SD card in a human readable format, instead of being obfuscated as they currently are. Perhaps the presence of a file that the user puts on the SD card, or a folder they create on the SD card could cause the camera to save to both formats.

The Raspberry Pi allows “headless” installs by creating a file named “ssh” in the root directory. This way ssh is not enabled by default (with the secruity implications of a default password that may not be changed by a non-technical user), but can easily be enabled by the technically literate user.


#4

I totally agree! It is one of the reasons we offer this as a troubleshooting method but we don’t hold you accountable if you don’t have an SD card you can use. If it is under the warranty (which is a year so that’s everyone right now as long as they haven’t done anything to break the warranty) then we are happy to help and process a replacement for defective cams.


#5

That’s all I was trying to point out. If a firmware log is required for diagnostics or functionality, the buyer should know that they have every right, whether they have an SD card or not to exercise a warranty claim and receive a replacement.


#6

Hi, thanks for raising the question. SD card is a nice addition to Wyze Cam but not a requirement. Logs can provide a lot of extra information to help investigate issues. We ask a favor from customers to help collect logs but that is purely voluntary base. The warranty will always be granted no matter log is collected or not.

We understand the pain to use SD card to retrieve logs. It is on our road map to allow retrieving firmware logs remotely via app. It is not ready to be released yet. As BuckEye said there will be cases that we have to collect logs from SD card. In those case we don’t have a choice except to use SD card.