TC65 not connecting to wi-fi - advising the password is incorrect
Camera was working fine, but relative changed the password on the router while we were away. Camera was reset numerous times and removed from the app, but attempting to add the camera back in fails as the correct password is not accepted by the router when we try to log in. Support has advised to reset etc etc, which we have done, but to no avail. Now support has gone silent ... any advice would be appreciated. Thanks.
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Hi,
If you don't know the router's 2.4 GHz Wi-Fi password, we suggest contacting the router's support team to obtain it.
Before configuring the camera, please go to your phone's Settings > Wi-Fi page, forget the router's 2.4 GHz Wi-Fi network, then reconnect to it by entering the Wi-Fi password manually. This helps confirm that your Wi-Fi password is correct.
You can refer to the instructions below to troubleshoot if you fail to set up the camera.
What should I do if I fail to configure Tapo Camera?
If the same phenomenon persists, please enable hotspot Wi-Fi on your phone, factory reset the camera, configure it with another phone, connect it to the hotspot Wi-Fi, and then check if you can successfully set it up.
Best Regards
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Hi there. Thanks for the reply. The router password is correct, as all of my other devices (including another tp-link camera) are connected to the router via that wifi password.
Please see my video uploaded an hour or so ago showing my attempts to connect this camera to my router.
Thanks again.
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Hi,
You may try the following steps and check if they help.
1. Connect the camera to the router with an Ethernet cable, and try to set up the camera via a wired connection.
2. If the camera is configured successfully and can be controlled locally and remotely, remove it from the Tapo app to factory reset it.
3. Then disconnect the Ethernet cable from the router and try to connect the camera to the router's Wi-Fi via the Tapo app.
If the above steps do not work, you can contact your retailer or our technical support team to check if the camera is under warranty.
Best Regards
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Hi again,
Thanks very much for providing the further information. I'll try the wired setup as you set out and see how that works.
Cheers,
William
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Hi there. I tried the wired setup and it worked fine, but still could not get it to accept the password when attempting to connect wirelessly. I factory reset two ways: via removing the camera from the app as well as using the reset button, but it failed at accepting the password no matter which way I worked it. I'm stumped. I have other service people communicating via email and they have advised they have escalated to "engineering", and I should hear from them in a couple of days. I will pass this latest episode onto them so all are up to speed. There appears to be nothing else I can do from this end, so I shall await the engineering folk. Thanks for your input however :)
All the best,
Bill
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Hi,
Thank you for your update. If your case has been escalated, you can wait patiently for our senior engineer's advice.
Best Regards
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