Tapo C500 Firmware 1.1.4 Automatically offline

Tapo C500 Firmware 1.1.4 Automatically offline

Tapo C500 Firmware 1.1.4 Automatically offline
Tapo C500 Firmware 1.1.4 Automatically offline
2024-09-17 18:17:46 - last edited 2024-10-08 03:24:32
Model: Tapo C500  
Hardware Version: V1
Firmware Version: 1.1.4

I have used 4 tp-link cameras

Tapo c100, tapo c200, tapo c310 and tapo c500.

 

All of them work well so far, except for the tapo c500 which I have only been using for 1 month.

In this 1 month I experienced several problems with the tapo c500 camera.

1. When I reboot the router the camera does not automatically reconnect. so I have to unplug the power adapter to reconnect to the router.

2. The camera suddenly turns off and unfortunately there is no notification of the event.

The last record before turn off is always the same, the camera rotates like it is pan & tilt correction / motion tracking even though I disable motion tracking.

Info:
- Xiaomi AX5 router
- The problem only occurs on tapo c500
- Signal strength -54 (RSSI)

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#1
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1 Accepted Solution
Re:Tapo C500 Firmware 1.1.4 Automatically offline-Solution
2024-10-08 03:24:26 - last edited 2024-10-08 03:24:32

An update for this thread: 

According to the information reviewed by the engineer from the camera log, this issue appears to be caused by unstable voltage to the camera. Since the camera is using its original power supply without any extension cords, it’s recommended to either change the power outlet or test with a different adapter for comparison.

 

If the problem persists, it may indicate a device issue, and replacing the device could be a viable option.

 

 

 

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Re:Tapo C500 Firmware 1.1.4 Automatically offline
2024-09-19 08:01:52

  @Mask512 

 

Do you use the original power adapter? Please check the spec on the adapter.

 

Regarding the issue of the camera turning off unexpectedly, please check if the camera is in privacy mode (whether it is still accessible via the app) or if it has indeed powered off.

 

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Re:Tapo C500 Firmware 1.1.4 Automatically offline
2024-09-19 09:18:53

Wayne-TP wrote

  @Mask512 

 

Do you use the original power adapter? Please check the spec on the adapter.

 

Regarding the issue of the camera turning off unexpectedly, please check if the camera is in privacy mode (whether it is still accessible via the app) or if it has indeed powered off.

 

  @Wayne-TP 

Of course i use the original adapter on all my tapo cameras


, the camera is detected as offline not detected as privacy mode .
and exactly this morning , the camera is unexpectedly offline again .

 

 

but the led status is on 


It is a last log from diagnostic_log 

""

<4>2024-09-19 08:00:02[tpssl][23.821]ip:52.76.215.229 ssl connecting --> ssl connected.

<4>2024-09-19 08:00:03[CloudIot]recv jwt suc: 1

<4>2024-09-19 08:00:03[tpssl][24.698] some link 

<4>2024-09-19 08:00:03[tpssl][24.711] some link

<4>2024-09-19 08:00:03[tpssl][24.819]ip:13.229.14.58 tcp connecting --> tcp connected.

<4>2024-09-19 08:00:03[tpssl][24.819]ip:13.229.14.58 tcp connected --> ssl connecting.

<4>2024-09-19 08:00:03[tpssl][24.965]ip:13.229.14.58 ssl connecting --> ssl connected.

<4>2024-09-19 08:00:03[CloudIot]MQTT conn

<4>2024-09-19 08:00:03[CloudIot]MQTT all topics succ

<4>2024-09-19 08:00:03[CloudIot]req ntp succ

<4>2024-09-19 08:00:03[CloudIot]post IoT onoff: 1

<4>2024-09-19 08:00:03[CloudIot]NTP: DevReq: 26, IoTRecvUtc: 1726735288, IoTRespUtc: 1726735288, DevRecv: 26, Sync: 1726735288

 

<4>2024-09-19 08:00:03[CloudIot]time (1726707603)->(1726735288)
""


and i save 2 videos before the issues , those videos exatcly the same . the camera rotate like pan / tilt correction.
 

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#3
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Re:Tapo C500 Firmware 1.1.4 Automatically offline
2024-09-20 07:41:05

  @Mask512 

 

Please verify whether the camera is still accessible when the mobile connects to the same local wifi.

 

Can you share the videos to us? You can send a link to me via PM.

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Re:Tapo C500 Firmware 1.1.4 Automatically offline
2024-09-20 09:52:51

Wayne-TP wrote

  @Mask512 

 

Please verify whether the camera is still accessible when the mobile connects to the same local wifi.

 

Can you share the videos to us? You can send a link to me via PM. 

  @Wayne-TP 

Yes i connect my phone on the same wifi .It's not just about connectivity, but even the camera isn't working as well. After that, no video was recorded before I had to reboot the camera.

Message sent.

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Re:Tapo C500 Firmware 1.1.4 Automatically offline
2024-09-23 05:57:42 - last edited 2024-09-23 06:09:38

  @Mask512 

 

Did you enable auto-reboot for the camera? <Camera Settings -- Reboot Camera --Auto Reboot.>

 

To help with this case, a specialist will help to follow it up through email. Please check your inbox later and confirm. 

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#6
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Re:Tapo C500 Firmware 1.1.4 Automatically offline
2024-09-23 15:29:31

Wayne-TP wrote

  @Mask512 

 

Did you enable auto-reboot for the camera? <Camera Settings -- Reboot Camera --Auto Reboot.>

 

To help with this case, a specialist will help to follow it up through email. Please check your inbox later and confirm. 

  @Wayne-TP 

thanks for your response.

Yes, I enabled auto reboot after this problem occurred because I thought the camera needed it, even though I didn't enable auto reboot on the other camera.
But it didn't have a significant effect.
If the problem was due to auto reboot, in the last 2 times, the camera was offline at around 7-8 am.
I enabled auto reboot at 13:00 -13:30.

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#7
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Re:Tapo C500 Firmware 1.1.4 Automatically offline
2024-10-06 09:18:48

It seems the C500 has a connection issue as quite a few posts and people experience the exact same issue with the camera going offline.

 

When will this issue be fixed? 

 

What is the point of having this camera for outside monitoring if it's constantly offline?

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#8
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Re:Tapo C500 Firmware 1.1.4 Automatically offline
2024-10-08 03:15:03

  @Brendtw 

 

Every network device can experience connection instability. The reasons for this can vary significantly between different models and software/hardware versions in various network environments. Therefore, it is not possible to identify the underlying issue based solely on the device being offline. 

 

Regarding the problems that occurred on your device, you may post a new thread to start a discussion and includes all the details of this case. Or contact the local TP-Link support via hotline or email. 

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#9
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Re:Tapo C500 Firmware 1.1.4 Automatically offline-Solution
2024-10-08 03:24:26 - last edited 2024-10-08 03:24:32

An update for this thread: 

According to the information reviewed by the engineer from the camera log, this issue appears to be caused by unstable voltage to the camera. Since the camera is using its original power supply without any extension cords, it’s recommended to either change the power outlet or test with a different adapter for comparison.

 

If the problem persists, it may indicate a device issue, and replacing the device could be a viable option.

 

 

 

Related Articles

What should I do if my Tapo smart devices keeps losing connection or going offline?

What should I do if I can't view the Tapo&Kasa camera?

Landscape Mode - Tapo App for PadShare Your Pet Story. Win Free Tapo Care!Smart Action 2.0 Explore and meet the next level home automation.
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#10
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