Wyze Camera App

Technical Support for Routers
1

I am experiencing the strangest bug, I am hoping someone can help me with.

Whenever I check the wyze camera app on my phone or my macbook, about a minute later the router will do a soft reboot. If you are not familiar with the product here is a link. https://www.wyze.com/

I am an IT professional with about 25 years of experience, so we can talk tech.

I have two wifi SSID's. One for my devices and one for IOT devices. The IOT devices need to be on 2.4GHz network.

  • I have tried the following troubleshooting steps, probably more.
  • I have two GL-A1300 travel routers. One for traveling and one for a part time residence. I am experiencing the same issue with both routers.
  • I have updated to the latest firmware and the beta version
  • I tried with the ad blocker turned on or off
  • I have turned off all of wifi connections except for the 2.4GHz wifi
  • I have adjusted the power settings of the wifi
  • I have adjusted the wifi power, mode and bandwidth
  • I swapped out the network cable
  • I tethered my phone and disconnected the ISP on the WAN port
  • I disabled the wyze vacuum and wyze door bell
  • I don't have any apps or plugins are installed
  • No VPN's are running
  • No other advanced setting, it is a pretty basic setup
  • I have tried two different power supplies, one behind an UPS one plugged straight into the wall
  • When I run speed test, I get good bandwidth
  • I am sure I am missing something that I tried

Any help would be greatly appreciated. Thank you

2

May you take a look into How to get support quickly so you can provide some more information or maybe even log entries?

3

logread (1).tar (131 KB)
These log files seem to be cleared once the router reboots. If there are any other logs available, just me know, I will include them as well.

4

If you were to ssh to command line maybe some tools to watch just before the reboot? On a normal computer I might look at temp, or ram or power issues maybe.
Not sure how the one app could reboot it unless some malware. Obviously, it shouldn't do that on normal router use. Dunno if top or htop is in busybox.

Can you even access the command line? :slight_smile:

5

Is there a plug-in that I can install that can help troubleshoot this issue?

6

This one worries me though, have you tried to eliminate the ups and used straight power to test?

You can download putty, then type the ip in it, login with user: root

Password same as ui.

7

What kind of power supplies? What is the specs?

8

I thought the UPS might have been doing something strange with the power, so I plugged the power adapter into the wall. Same issue, when I use the Wyze app, the router reboots, everytime. I haven't used the Wyze in just over a day, no reboots.

9

Since I have two routers, I tried both power supplies that came with the routers and I used once of my nicer power supplies that I use when I travel. It works just fine with I travel, I don't have the specs in front of me, no issues in the past. I haven't used the Wyze app in just over a day, no reboots. I am doing some more testing now. More to come shortly.

10

I closed and stayed away from the Wyze App the router hasn’t rebooted in 1 day 21 hours
On my MacBook I fired up the Wiregurad VPN to my other house, opened the Wyze app, browsed around in the app for a while with no issues
CPU Average load on the router was just below .5
Memory Usage is around 75% ish
I closed the Wyze app, then disconnected the Wireguard VPN
CPU usage dropped to about .2 ish
Maybe a slight drop in memory usage

Opened the Wyze app on my MacBook without the VPN running on my MacBook
CPU is at 1.3 ish, memory was at 80% ish
The router page disconnected, I am assuming it crashed then rebooted

I left the Wyze app open, just to see what happens
The router is now back online
Router CPU is floating around 1.5 / Memory is 80% ish
I had the Wyze app open for a while without the router falling over
I opened the Wyze doorbell camera, which is at this location, then the router fell over and rebooted

Maybe I am on to something, maybe accessing the onsite doorbell cam is causing this issue
Starting over
Router is up
I opened the Wyze app, navigated around, but stayed away from the onsite doorbell camera
I access the cameras at my other house for about 3 minutes, the router didn’t fall over
CPU is at .2 ish, memory is at 75% ish
Never mind, the router fell over after about 4 minutes of Wyze app usage

I closed the Wyze App, the router is back online
I waited for 25 minutes the router is still up

11

Here is another twist.
I set wireguard on the router and setup the VPN on my iPhone
I connected my iPhone to the cellular network, established the VPN from my phone to router
I confirmed I had the same IP address as my home
I opened the wyze app, I couldn't get the router to fall over, stable as could be

12

I can definately buy one Wyze camera and test.

Does ths only happen to the doorbell camera or all Wyze cameras?

One question, does the Wyze app talk to Wyze cameras locally?

13

It seems to crash the router when I interact with the Wyze app. The doorbell is a camera too. If want to simulate what is happening to me, I would by the doorbell camera. Amazon.com: WYZE Video Doorbell v2, Wired, 2K Video, Two-Way Audio, Color Night Vision, Works with Existing Chime and IP65 Weather Resistant, Compatible with Alexa & Google Assistant, Black (Wiring Required) : Tools & Home Improvement
However, you would need a door bell to connect it to. This is a really nice camera that would be worth a try if you can't do the doorbell camera. Amazon.com : WYZE Cam v4, 2.5K HD WiFi Smart Home Security Camera, Indoor/Outdoor, Pet/Baby Monitor, Motion Activated Spotlight/Siren, Color Night Vision, 2-Way Audio, Compatible with Alexa & Google, Wired, Black : Electronics

When viewing the camera, I am pretty sure the cloud is the middle man. The app talks to the cloud, the camera feed is sent to the cloud, then the app pulls down that feed from the cloud.

Another update, after my testing last night. The router kept randomly rebooting. I power cycled it, it has been stable ever since.

1 Like
15

Hello support, I am back in town. I can do any testing or answer any quesitons you may have. Thanks

16

Can you send me photo of the two power adapters you are using?

One should come with the router. What about another one? Are you using a PD adapter which has multiple sockets? Do you have other devices connected to the adapter at the same time?

17

I am back to using the original power adapter, I have determined this wasn't the issue. I am able to recreate the issue everytime. When I check the camera footage on the Wyze app, within a minute or so the router will reboot. Then it will randomly reboot, until I power cycle the router.

18

Seems like it would be helpful if some utility could redirect (or copy) log entries to a USB drive so you could capture data through a reboot... I don't know if that's possible.

I will say that you have presented one of the more interesting technical issues I've heard about... I empathize with your frustration.

1 Like
19

When you check the camera footage on the Wyze app, does your phone connect to A1300 or not?

The Wyze camera connects to A1300's 2.4G wifi, and how does A1300 connect to the Internet? via Ethernet or wifi repepeater?

20

Here is some points that we think you can help to try:

  1. Reset the firmware to its default and only change SSID and WiFi key so that you camera can connect. Don't change other settings, e.g. wifi channel, encryption, Adguard, vpn, dns etc Please let me know the firmware version.
  2. Let me know how does A1300 connect to the Internet, cable or wifi? It could crash because of Ethernet or WiFi driver. So pls try these connections one by one.
  3. Does your phone connect to the A1300 or Not? Please clarify.
21

Please help us to collect the router syslog via a laptop connected to the LAN/WLAN.
In this way record on the laptop to avoid losing syslog after the router restarts.

  1. Unzip all files and run the MT_syslog.exe on the laptop.
    MT_Syslog.zip (113.0 KB)

  2. Check the laptop IP from the GL GUI > Client, or laptop CMD ipconfig

  3. Enable the remote syslog on Luci > system > logging

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  4. Share the tmplog file with us if the issue reproduced.

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  5. If you re-collect the syslog, please clean the old one syslog first.

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