Hey guys! This is something I am interested in gathering data for our Devs for.
Here in the office for our network for testing with cameras I have it set up to a combined network with both 2.4GHz & 5GHz. I believe in the early days we had a bug that would cause issue with this so we make sure to confirm each build will connect and as far as my testing here has gone I have not had any issues setting up cameras (which can happen 5-10 times a day depending on what we are testing) and even with a couple long term cameras that have stayed connected to the network for weeks at a time without any unexpected issues.
This means that you are likely running into a harder to replicate bug, and its something we would like to fix! If you are willing to recreate the problem I would like to have you send us in an App log and a Firmware log after without powering the device off. These logs are best if gathered within a few minutes of each other.
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 & Details field, please enter a name &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. Please inform me by replying to this email once it is sent. It will create it as a new ticket that we will need to close and merge into this ticket.
Here are the instructions to retrieve your camera log:
(please do not unplug your device after issue happened, otherwise the log will be lost)
- 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).
The app log will generate a ticket, you can hang onto the firmware log until we have begun speaking or send it in as a reply to the automated message. Let me know the ticket # here and I will make sure the information gets passed up to the Devs. Thanks in advance!