This Article Applies To

Tapo C410 V1.0 - Firmware 1.0.23 Build 241119 Rel.59219n

Tapo C425 V1.20 - Firmware 1.2.23 Build 241119 Rel.70306n or 1.2.24 Build 250103 Rel.70731n

Description

When the above camera model is installed in a mesh WiFi network, it may experience disconnection issues, such as:

• WiFi disconnection - disconnecting from WiFi or switching connection between different mesh access points (AP) 

or

• Cloud disconnection - the camera disconnects from the cloud and cannot be accessed remotely (local only). The camera's led indicator usually turns to solid orange in this state. 

Workaround

The R&D team will continue to optimize camera's connection performance in the mesh network. 

Meanwhile, a beta firmware with relevant modifications is available to enhance camera connection in a mesh WiFi network. If you would like to try the beta firmware, refer to the guidance below. 

Solution

The latest firmware has added improvements to the device's connection stability when connecting to a mesh network.

*New firmware usually releases in stages, it will not be sent to all devices at once. Please wait patiently if your device hasn't received the latest firmware as the release scale will be expanded gradually to 100%.

If your Tapo C410 or C425 still experiences disconnection issues with the latest firmware, a case-by-case analysis is required. Please provide the following information when joining the discussion. Or send a private message to @Wayne-TP .

1. Camera model and current firmware version.

2. Camera led status when it goes offline. 

3. Model of the router.

4. Collect a camera log after the problem occurs. How to get the log of Tapo Camera
 

For Other Disconnection Issues

If your camera model is not covered in this article, or if the issue is not caused by the mentioned factors,  please follow the troubleshooting steps below.

1. Verify what's the type of disconnection issues on your smart device:

• Cloud disconnection: the camera has disconnected from the cloud, it cannot be controlled remotely anymore, but it is still online and manageable in the Tapo app when the mobile device connects to the same local wifi. Camera led usually turns solid orange in this state. *The information indicated by the LED status lights may vary between different device models. For details, refer to the product User Guide. TP-Link Download Center
• WiFi disconnection: the camera has disconnected from the router wifi, this is usually caused by to weak or unstable wifi signal. 
• App display issue: The camera always shows offline in the app while the LED remains in the normal state -solid green, and you can still receive detection notifications.

2. For the cloud and wifi connectivity issues, follow the corresponding suggestions outlined in this article. Cannot use the Tapo app to control my smart devices

*For the wifi disconnection issue, this article also helps. How to check and improve the network connection stability of Tapo smart devices

3. App display issue

a. Ensure the Tapo app is updated. Try to delete and reinstall the app.

b. Make sure the phone has stable internet access. Try using a different network. Disable VPN, ad-blocker app, and other related apps if any.

c. Reload the app homepage. Force-close the app then re-open it. 

d. Make tests with different mobile devices, check whether the problem is related to a specific mobile device.