New Hub & Sensors Won't Pair

After much drama just getting my Monitoring order delivered to the house, it finally arrived today.

I ordered the hub, window/door sensors, motion sensor, and keypad.

None of the sensors. I repeat, none of them will pair to the hub. I’ve updated its firmware, followed instructions, heard ‘waiting to connect’ prompt a billion times, switched networks, everything. I was such an advocate for WYZE after having their cameras for so long, but THIS monitoring situation makes me feel like a horrible person for recommending WYZE to so many people…

Why won’t anything connect to the hub so I can get this stuff setup and this frustration over with?!

@litlsi , all I can say is good luck and be patient. I have the HMS and have for some time now. They JUST did a firmware update to the HMS YESTERDAY and there are some things that are wonky with the new firmware. Much to read in the HMS Firmware Update topic. The techs are working the issues. This may well be what the issue is, but that is only a SWAG. My only suggestion is to change the battery in one and see if that will help after pressing the reset and then connecting. I had to do that with 2 motion detectors to re-register them on the HMS.

I appreciate the reply. I swapped out the batteries in the keypad and tried again. No go. The keypad just makes a couple of loud noises, the home button flashes a few times and nothing ever connects. It just hangs at ‘Connecting’ on the app until it times out…

It’s so frustrating to purchase things that simply don’t work out of the box. I am both happy and sad that I didn’t already cancel my Guardian Protection contract for the house.

I believe the latest firmware has a bug preventing sensors from connecting to the hub. Unfortunately, all you can do is wait for Wyze to fix it since you can’t install any previous firmware versions.

1 Like

Thanks for the reply. The sad news is that I only updated the firmware BECAUSE the sensors would not connect/pair to begin with. I’ll just get a refund, I suppose. Not much else to do.

You can wait, but there is no definitive time frame for a fix.

You should definitely submit a tech support ticket with a log from the Hub. Perhaps a call too. The forums are more group help from users and not tech support. Wyze rarely monitors or participates in discussions unless they initiate the topic. The firmware update is creating havoc for many existing customers as well.

I’ve got back and forthe with the Support team. I manage CS / Tech teams and projects as a profession. The team that I’ve interacted with have been great. It’s the product that’s the problem. That, combined with the multiple day response time from the support team has me feeling like I’ve not only wasted my money, but also my time. Just one of those dissatisfaction things. I came here to see if there was some tribal knowledge within the community that may be the silver bullet. Alas, I’m not alone. There’s clearly a problem. Granted, I had the same problem BEFORE the firmware update too. Maybe I’ll give them another shot down the road… Thanks again for the replies and the sanity checking along the way!

Hi litlsi,

This is Lee from Wyze, I am on the engineering team for our Wyze Hub product. We’re very interested in the issues you’re seeing. We have not seen this issue in our internal testing prior to releasing this FW version. Without having more data, please bear with me as I check a few points with you.

  1. Is the hub on FW version 4.32.8.213? Wyze app => Home tab => Wyze Sense Hub => Settings (Gear on top right) => Device Info => Firmware Version
  2. In the same hub settings page above, is the Hub connected to the internet properly? IP address, WiFi network looks right? If something is not right, pleas try to reboot the hub via holding the reset button for 10seconds or so, until the 3 LED on the hub flashes in sequence. The Hub should come back online in about 30~60seconds.
  3. Did the LED light on the sensors flash when we try to pair with the hub?
  4. Did we update the hub Firmware before we tried pairing the sensors?
  5. Did the keypad pairing work on the hub?
  6. Did any of the sensors pair successfully?
  7. Have you submitted a device log? We would love to be able to dig into your symptoms and see if there is an edge case we missed. To do so, please:
    7a. Try to sensor 1 more time
    7b. From the hub settings page where you clicked “device Info”, instead of “Device Info”, hit “Wyze Support” instead => Submit a Log => Connectivity Issues . type in a description of your symptoms, and hit Submit. It’d be great if you can reply here and paste the Log ID number (6 digit number) the app gave you, and we’ll get started.
  1. Is the hub on FW version 4.32.8.213? Wyze app => Home tab => Wyze Sense Hub => Settings (Gear on top right) => Device Info => Firmware Version

    • Confirmed I’m running on firmware 4.32.8.213
  2. In the same hub settings page above, is the Hub connected to the internet properly? IP address, WiFi network looks right? If something is not right, pleas try to reboot the hub via holding the reset button for 10seconds or so, until the 3 LED on the hub flashes in sequence. The Hub should come back online in about 30~60seconds.

    • I initially tried to pair sensor with the hub connected via ethernet. the Hub will not connect to wifi. I have tried to reboot the hub using the directions above. Still not able to pair a sensor.
  3. Did the LED light on the sensors flash when we try to pair with the hub?

  • yes the LED light on the sensors flashed and the hub was repeating “ready to connect”
  1. Did we update the hub Firmware before we tried pairing the sensors?

    • I tried to pair before and after the firmware update
  2. Did the keypad pairing work on the hub?

    • I do not have a keypad
  3. Did any of the sensors pair successfully?

    • none of the sensors will pair. I have leak sensors and entry sensor v2
  4. Have you submitted a device log? We would love to be able to dig into your symptoms and see if there is an edge case we missed. To do so, please:

    • log submitted Log ID 498420

7a. Try to sensor 1 more time

  • done

7b. From the hub settings page where you clicked “device Info”, instead of “Device Info”, hit “Wyze Support” instead => Submit a Log => Connectivity Issues . type in a description of your symptoms, and hit Submit. It’d be great if you can reply here and paste the Log ID number (6 digit number) the app gave you, and we’ll get started.
— log submitted Log ID 498420