So your Wyze Lock is showing offline in the app and you’re not sure how to go about the issue? If so, keep reading to see why this is happening and how to get your lock back online.
Your Wyze Lock may go offline because your Gateway has disconnected from the internet. Another reason your Wyze Lock may go offline is if the batteries in the lock are low.
For details on how to troubleshoot this, keep reading.
Tips to Troubleshoot Wyze Lock Offline Issues
So here are some troubleshooting steps to try if your Wyze Lock is showing offline in the app:
1. Reconnect Your Gateway to Wi-Fi
If your Wyze Lock is offline, your Gateway may have disconnected from Wi-Fi. This is because the lock connects to the internet through the Gateway.
If your Wyze Lock has gone offline, check if the Gateway is still displayed as Online in the Wyze app. If the Wyze app shows your Gateway is Offline, you’ll need to reconnect the Gateway to the internet.
Your Gateway might be disconnecting from Wi-Fi because it isn’t receiving sufficient power. Check the outlet where the Gateway is plugged in and ensure it receives power. If needed, plug the Gateway into a different power outlet.
If your Gateway has received power but it still shows offline, your Wi-Fi connection might be faulty. Reboot your router and try moving it closer to the router—to fix connectivity issues.
2. Reboot the Gateway
Is your Gateway still showing offline in the Wyze app? Then you can try rebooting it.
To reboot your Gateway, unplug it from the outlet and wait for about 5 minutes. Next, plug the Gateway back into the outlet. Your Gateway should reconnect to Wi-Fi after this.
If your Wyze Lock doesn’t come back online after reconnecting the Gateway to Wi-Fi, continue to the next step.
3. Reboot Your Wyze Lock
If your Wyze Lock is offline, rebooting it may bring it back online.
Take the following steps to reboot your Wyze Lock:
- Remove the faceplate from the lock.
- Push up the tabs beside your batteries and take out the batteries.
- Now, re-insert the batteries into the compartment and close the lock.
- You have rebooted your Wyze Lock.
After rebooting the lock, it should come back online. But if it doesn’t, you can attempt the next fix to see if your Wyze Lock will reconnect to the internet.
4. Reduce the Distance Between Your Gateway and Wyze Lock
Is your Wyze lock still showing offline in the app? If so, another fix to try is bringing the lock and Gateway closer to boost the Wi-Fi signal strength.
If your Wyze Lock is still offline after trying this fix, try the next troubleshooting step.
5. Change the Batteries in Your Wyze Lock
Your Wyze Lock may go offline because the batteries in the lock are low. If the batteries are low, you’ll need to change them. But first, check whether the device’s batteries are actually low.
To check if your Wyze Lock batteries are low, tap the Device Info tab on the home screen of the Wyze app. Then, click on your Wyze Lock. You’ll find a Low Battery warning on your Wyze Lock page—if the batteries are low.
Once you confirm the batteries are low, you’ll need to change them. Your Wyze Lock needs 4 AA alkaline batteries to work properly.
Follow these steps to replace your Wyze Lock batteries:
- Pull your Wyze Lock’s faceplate to open the device. This will reveal the battery compartment.
- You’ll see a tab holding the batteries on each side of the battery compartment. Pull up the tabs to release the batteries.
- Next, take out and replace all 4 AA batteries with new ones.
- After inserting the new batteries, pull down the tabs to secure the batteries.
- A green light will appear above the battery compartment if you’ve placed the batteries correctly.
- Now, fix the faceplate back onto the lock.
Your Wyze Lock should come online after this. But if it doesn’t, try the next step.
6. Remove and Reinstall your Wyze Lock to your Wyze App
If none of the tips above help bring your Wyze Lock back online, you may need to delete and re-add the lock to your Wyze app. But before you do that, submit a log in case you have to report the issue to Wyze Support.
Here’s how to submit a log:
- Click on your Wyze Lock in the Wyze app. Next, tap Settings.
- Then select Wyze Support and click on Submit a Log.
- Now, click on Connectivity Issues. Explain the issue you are facing in detail.
- The system will assign you a log ID once you submit the log. Save this ID as you’ll need to enter it when you contact Wyze Support.
After submitting your log, you can remove and re-add the Wyze Lock to the Wyze app.
Follow these steps to remove and re-add your Wyze Lock to the Wyze app:
- Click on your Wyze Lock on the home screen of your Wyze app.
- Tap the Menu option (3 dots) under the Wyze Lock.
- Next, click on More and select Delete Device. This should remove your Wyze Lock from the Wyze app.
- Exit and restart the Wyze app.
- Now, turn on Bluetooth on your phone.
- Tap Home in the Wyze app. Then click on the plus sign (+) at the upper left corner of the screen. Next, select Add Device.
- Click on Home and select Wyze Lock.
- If you have more than one Gateway, the system will ask you to choose the Gateway you want to connect to the Wyze Lock. Select a Gateway to continue.
- Open your Wyze Lock’s cover by pulling off the faceplate.
- Press and hold the pairing button (the button above the battery compartment) on the lock until you hear a beep, followed by a blinking light.
- Once you see the blinking light, tap Next in the Wyze app.
- Follow the rest of the instructions in the app to complete the process.
Your Wyze Lock should come online adding it back to the app.
So that’s how to troubleshoot offline issues with your Wyze lock.
To recap, you can bring your Wyze lock back online by rebooting your router, the gateway, and the lock itself. Next, bring the lock closer to the Gateway and replace the batteries in the lock—if they’re low.
But if the lock still stays offline, contact Wyze Support to report your issue. The Wyze Support team will ask you to input your log ID. The team should resolve the issue after you’ve submitted the log ID.