12 Wyze Sense Hub Problems Troubleshooting (Solved)

The Wyze Sense Hub is the central Hub for the Wyze home security system, which essentially connects to all security system components, establishing communication and providing a WiFi connection. 

However, as with many other parts of the security system, it has its fair share of problems. 

If you’re struggling with your Wyze Sense Hub, you’ve come to the right place. Below are 12 common problems you are likely to face and ways you can deal with them.

Wyze Sense Hub Not Working

If your Wyze Sense Hub isn’t turning on, doesn’t show a status light, or isn’t responding, here are some troubleshooting steps to consider:

1. Make sure your Wyze Sense Hub is securely plugged into a power outlet.
2. If it is, try using another power outlet.
3. Confirm you are using the provided power cable for your Wyze Sense Hub.
4. If you are and the Hub still won’t turn on, test with a different power cable.
5. Power cycling your Wyze Sense Hub is a simple way to troubleshoot and get everything running smoothly. Hold the reset button on the Hub for about eight seconds and then release it. That’s all it takes!

Wyze Sense Hub Not Connecting to WiFi

If your Wyze Sense Hub shows an offline icon on the Home screen, follow these steps to troubleshoot:

1. Check Other Devices: Verify the status of your other Wyze devices. If multiple devices are offline, your internet connection might be affected.
2. Ethernet Connection: For a more stable connection, connect your Wyze Sense Hub to your router using an Ethernet cable, although WiFi is also an option.
3. Re-setup the Hub: If your internet is stable, try setting up the Wyze Sense Hub again. 

Here’s how you can do that:

• Ensure your internet is stable.
• Open the Wyze app.
• Tap the + sign.
• Select “Add Device.”
• Choose “Sensors.”
• Select “Wyze Sense Hub.”
• Single-press the Reset button on the back of the Hub.
• Follow the in-app instructions.

1. Check Wi-Fi Settings: Ensure your Wi-Fi connection is on the 2.4 GHz frequency, as 5 GHz is not supported. Also, confirm that your Wyze app has been updated.
2. Firmware Update: Verify that your Wyze Sense Hub’s firmware is current. Firmware versions equal to or higher than 4.32.7.177 have an update for auto-reconnect to address offline issues.
3. VPN Disconnection: If you use a VPN, disconnect it through the app or home network.
4. Power Connection: Check the power supply. If there’s no status light, the Hub might not receive power. Confirm the Hub is plugged into a power outlet, try a different outlet, and use a different power cable if needed.
5. Flashing Lights: The Hub might still connect to WiFi if there are flashing lights. Ensure your WiFi is functioning correctly.
6. Submit a Log: If issues persist, submit a log through the app for Wyze engineers to review.

Wyze Sense Hub Keeps Going Offline

There are many reasons why your Hub might keep going offline, but here are a few things you can do to resolve it.

1. Check Other Devices:

• Check if all your Wyze devices are going offline as well. You might need to contact your ISP (Internet Service Provider) if yes.
• If only the Wyze Sense Hub is offline, you can try several other things.

2. Restart Your Router:

• Unplug your router for 30 seconds.
• Plug it back in; wait for 2 minutes.
• If the Hub still keeps going offline, you can explore other methods.

3. Check Wi-Fi Network:

• Ensure your router is on the 2.4GHz network.
• If not, change it; you can check your router’s manual for steps to do that.

4. Connect with Ethernet:

• Use an Ethernet cable for a stable connection.
• If the Hub stays offline, try the next step.

5. Power Cycle the Hub:

• Unplug the Hub, wait, and plug it back in.
• If it’s still offline, try the final step.

6. Update Your Wyze App:

• On Android, go to Google Play Store; on iPhone, use the App Store.
• Search “Wyze app,” tap to open, and click “Update.”
• After updating, restart the app to see the Hub online.

Wyze Sense Hub Won’t Reset

Suppose this doesn’t reset the Hub properly and fails to reconnect or takes a long time. In that case, you can make it try again immediately by restarting it. Here are two ways to do it:

1. Option 1

• Unplug the Hub’s power.
• Hold the reset button for 30+ seconds until it turns off.
• Wait a bit (at least 30 seconds).
• Plug the power back in. It should restart and hopefully reconnect.

2. Option 2

• Keep the power cord plugged in.
• Hold the reset button for 6-9 seconds until the LEDs flash.
• Let go as soon as the lights start flashing. If you wait too long, you might have to set it up again, and if you let go too soon, it might not restart. Let go within a second or two after seeing the lights flash.
• The lights should flash for about 6 seconds. Then, the Hub will restart, and hopefully, it will return online.

If you’re using WiFi and having issues, try moving the Hub closer to the router and use an ethernet cord if possible. It’s usually more stable that way.

Wyze Sense Hub Flashing Lights

Every Wyze device has a useful status light on the top, which helps you know what’s up with it. 

Here’s what the lights mean on your Wyze Sense Hub:

• One solid white light: Your monitoring system is connected to the network.
• Multiple flashing lights: The system is working to connect or is downloading firmware updates.
• No lights or lights off: The Hub is either turned off or doesn’t have power.

Wyze Sense Hub Not Updating

Usually, when there’s a need for an update, the Wyze app will tell you about it; however, if you’re not getting any indicators and your Wyze Sense Hub is still not updating, you can try the following troubleshooting methods:

1. Check the Wyze app

If your app is not giving you any indicators for an update, you can also check it yourself. Here’s how:

• Open the Wyze app and go to your device.
• Tap on the Settings gear, then Device Info > Firmware Version.
• You can also check from the Home tab by tapping Account > Firmware Update.

2. Check the WiFi network.

Your network might also be the reason why your app is not updating. Make sure you check and make sure that your network is not the one stopping your Wyze sense hub from updating. 

You can do this by checking your other devices. If your other devices are connected, then it means that the problem is not with your network, and you might need to perform other troubleshooting methods. 

However, if your other devices are offline, you may need to contact your ISP.

3. Check the status lights.

Your status lights can also give you some insight into the problem. The Wyze Sense Hub has three main light flashes (See issue 5).

When your Hub is updating, you’ll see multiple flashing lights. However, if there are no flashing lights, then your Hub is not updating. As stated earlier, you can manually start the update from the app.

Wyze Sense Keypad Not Working

If your Wyze Sense Keypad isn’t working, a few things are likely the cause.

The first thing to check here is the batteries. 

Check to see if the batteries on your Wyze Sense Keypad are drained. You can do this by checking the battery health of your Sense Keypad via the app. 

To do this,

• Open the Wyze App,
• Click on the Wyze Sense Keypad that isn’t working,
• Tap the Setting’s Gear. The battery level of the Keypad should be displayed at the top of the screen.

If the cause of the issue is that your Wyze Sense Keypad’s battery is low, replacing the drained batteries with ‎3 AA batteries should do the trick.

Pro Tip: When replacing the batteries in your Wyze Sense Keypad, make sure each battery is inserted properly and securely. The positive end of each battery should go to the corresponding terminal, and the negative end should go to its corresponding terminal. 

If your Wyze Sense Keypad isn’t drained, but the device still isn’t working, then one of the following is likely the cause:

1. Your Keypad Failed to Install

Make sure your Keypad is installed successfully. If your Sense Keypad fails to install correctly, it wouldn’t work properly or wouldn’t work at all. 

Pro Tip: A good indicator that your Keypad hasn’t been installed correctly is that it wouldn’t appear on your Wyze app. 

To fix this issue, simply reset your Keypad and then reinstall it, making sure to do it correctly this time. 

You can reset your Wyze Sense Keypad by pressing and holding the reset button at the back of the Keypad until the Home button starts flashing white.

2. Your Keypad is too Far From the Hub.

Your Sense Keypad needs to be within about 500 feet of your Wyze Sense Hub. If it is farther away, it will most likely not function properly.

Pro Tip: Massive objects between the Sense Hub and the Keypad can often reduce the Keypad’s connectivity range. Things like walls and large pieces of furniture can cause interference, reducing the Keypad’s connectivity range. For this reason, you’d want to keep your Keypad as close to the Sense Hub as possible. 

3. You Have Inputted the Wrong Pin

If your Keypad fails to arm/disarm your alarm system when you have Use PIN for Mode Changes selected, it is possible you entered the wrong PIN. Re-entering your PIN correctly can help fix this issue.

You can do this by:

• Press the Mode you want to switch to.
• Entering the Correct PIN
• Pressing the checkmark
• Pressing the Mode you want to switch it to again

4. There is a System or App Update You Need to Install

It is also possible that your Sense Keypad isn’t working due to a technical error with either your app, the Keypad, or Smart Hub’s software.

Usually, the company releases an update to fix this issue in cases like this. 

When dealing with a misbehaving keypad, make sure to check for available firmware updates for the Keypad or your base station. You’d also want to check for updates for your Wyze app on the app store. 

Installing these updates can help fix this issue if nothing else does. 

Wyze Sense Keypad Incorrect Pin

If your Wyze Sense Keypad claims you have entered an incorrect PIN, the first thing to try is to enter the PIN again, but it will be slower this time. 

You may have mistakenly pressed the wrong PIN the first time around. 

Suppose the Keypad still says you have inputted an incorrect pin even after you have carefully pressed the pin. In that case, one of the following might be the issue:

1. Your PIN has Been Changed

This is the most likely case if you share access to the PIN with someone else. In such an instance, contact whoever shares access to the PIN with you and ask if they have changed the PIN.

2. You Are Doing the Steps Wrong

This is especially likely if your keypad keeps telling you an incorrect pin when you try arming or disarming your system. Still, it works after you repeat the process with the same PIN two or three times. 

This is a somewhat familiar issue users experience with the Wyze Sense Keypad. When arming (or disarming) your alarm system with your Wyze Sense Keypad, you’re supposed to follow these steps:

• Hit the Arm/Disarm Button first,
• Enter Your PIN, then
• Hit the Check Mark

If, instead, you start by inputting your PIN and then hitting the Disarm/Arm Button, you are likely to get an incorrect PIN error message once or twice before finally getting the access you need.

Wyze Sense Keypad Reset

If you’ve forgotten your keypad code or the code you set just wouldn’t work for some reason, you can simply reset your keypad code as shown below.

Pro Tip: Each household member can have their unique code, making it clear who’s accessing the lock. Pressing the Lock button on the Keypad quickly ensures the door is locked if Auto-Lock isn’t used.

The Keypad can store up to 50 codes, making it handy for various purposes. Creating a new code or managing existing ones is simple:

1. Creating a New Code

• In the Wyze app, tap on your Wyze Lock.
• Open Settings, go to Keypad Settings > Access Codes.
• Modify your code or add a new Guest Code for temporary access.

2. Guest Codes

Guest Codes are a neat feature, allowing control over when and how someone uses the code.

• Options include Always (24/7 access), Recurring (specific regular times), Temporary (non-recurring access), and One-time (usable once).

3. Guest Code Management

This helps you easily manage codes without compromising security.

• In the Wyze app, under Wyze Lock settings, navigate to Keypad Settings > Access Codes.
• Modify, reset, or delete Guest Codes as needed.

4. Shared Users

• Shared users with access to the Lock and Keypad can create and manage their Keypad Code.
• Only the primary user can access Keypad Settings without seeing or managing others’ codes.
• Codes are stored locally for added security, ensuring functionality even during outages.

Turn off Wyze Sense Hub

If your Wyze Sense hub is not turning off, then there are two troubleshooting methods you can try; 

1. Disable the Chime Sound

• Open the Wyze app.
• Scroll down and choose Home Monitoring.
• Select Tune Settings. You’ll see a screen that shows you all your devices. Turn off the sound for “Wyze Security Hub.”

2. Power-cycle

If that doesn’t work, you can power-cycle your Wyze Sensor Hub by pressing and holding the reset button for about eight to ten seconds. 

3. Factory reset 

If that doesn’t work, consider a factory reset. To do this, press and hold the reset button for about 20 seconds, and you’ll be ready. 

Does Wyze Home Monitoring Work Without Subscription?

Absolutely! You can use your sensors without a subscription. 

You don’t need Wyze Home Monitoring for sensor push notifications on your phone. However, a subscription is required if you want the sensors to connect with emergency services or contact Noonlight.

Does Wyze Sense Hub Work Without Monitoring Subscription?

Yes! You can use the contact and motion sensors with the Hub without a HMS subscription. 

However, you won’t have access to the monitoring tab since professional monitoring isn’t available, and there’s no self-monitoring option. 

For notifications, you’ll need to set up the sensors to send push notifications through rules. This way, you’ll receive alerts if any sensors are triggered while you’re away. 

Summary

The Wyze Sense Hub is a device that, if set up correctly, should normally not give you too many problems and should last you months on end without any issues. 

Usually, a few quick fixes like power-cycling, resetting, and updating the firmware should get you cleared of any problems.

However, a few issues might occur that require more attention to detail. If the above troubleshooting steps are not very helpful, it’s advisable to contact Wyze customer support for further assistance.