Hello there can anyone help please.
We have a c500 camera fitted approx 1 year ago worked perfect ,but over the last 2 to 3 months the connection to the camera is very patchy. And if you do manage to get it working the video is very stop start.
I'm now not able to connect to the device at all either on the same network or any other.
I've reset the camera , uninstalled and reinstalled the app but no improvement.
Any ideas please?
Hi,
You can refer to the instructions below to troubleshoot if you can't control your camera in the Tapo app.
What to do if I can't control my Tapo cameras on the Tapo app?
Please provide the following information if the same phenomenon persists.
1. What's the LED status on the camera, such as solid green, solid red, etc.? Is the camera displayed offline in the Tapo app?
2. What's the model number of your router? Do you have internet on your phone when it connects to your router's Wi-Fi?
3. You can enable a 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 control it in the Tapo app and whether the online state persists. Please also go to the camera's Device Settings > Device Info page to check its hardware and firmware versions.
Best Regards
Thanks for the reply
1. The led is solid green, and now the camera says offline on the app but last night was online but unable to connect to the camera, just loading , till it says device unavailable.
2. Our internet is via virgin media with their hub 6, 1 gig. Yes my phone is connected and other phones are connected. Also with its own 5g mobile internet or away from home via another connection is still the same.
3. We did a factory reset and used my wife's phone to reinstall but still the same on both phones. All firmware is updated
It's very strange as it worked a few days ago very a very sort period maybe 2 or 3 minutes and then stopped again and nothing since.
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