Some of the Tapo C200 Cameras Keep Disconnecting from Home Wifi and appears to be Offline

Some of the Tapo C200 Cameras Keep Disconnecting from Home Wifi and appears to be Offline
Some of the Tapo C200 Cameras Keep Disconnecting from Home Wifi and appears to be Offline
2020-12-23 06:04:42 - last edited 2021-04-02 10:13:00
Model: Tapo C200
Hardware Version: V1
Firmware Version: 1.0.17

Hi

 

I have 4 tapo C200 cameras installed in my home. All of them have been updated with the latest firmware 1.0.17. I am using Singtel Mesh router with Mesh nodes in all the rooms. Wifi connection are pretty stable in the entire house. There is one standardize SSID which is used for all the 4 cameras and the entire house. I realise that after a few hours, 1 or 2 cameras seems to be suddenly disconnected and appear offline. I have to manually power off and on the camera switch to let it reboot and then it gets connected back to the wifi network again. Can you advise what should I do so that all my 4 cameras will be online 24/7? My mesh router is dual band. Does turning off 5Ghz helps since the cameras can only support 2.4Ghz? Should I use Dynamic or Static IP address? Any router config to prevent disconnection?

 

 

Appreciate your help.

Thanks

Kc

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1 Accepted Solution
Re:Some of the Tapo C200 Cameras Keep Disconnecting from Home Wifi and appears to be Offline-Solution
2021-06-29 02:38:25 - last edited 2021-09-18 02:14:54

8.31 update add Turn off Band steering troubleshooting 

 

For customers who met the same Camera Offline issue, here are some suggestions: 

1. Make sure the camera is receiving a good signal by checking the signal strength of the camera on the APP
How to check the signal strength (RSSI:Received signal strength indication): On the APP, go to device  settings->click the name of the device ->signal strength (You could tap on the Wi-Fi icon to see the value of the RSSI)

 

Good:          Between -40 and -50 dBm

Average:     Between  -50  and -68 dBm

Poor:           Less than -68 dBm

 

If RSSI is less than  -68dBm, camera disconnections are likely.  Try to move your router or camera to increase RSSI values.

 

2. Confirm Camera firmware and Tapo APP version are up to date 

3. Try to change Router's DNS settings  :camera will become offline when router fail to resolve the domain

Primary DNS 8.8.8.8

Secondary DNS: 8.8.4.4 

 

4. Turn off Band Steering (also called ‘Smart Connect’ or ‘Whole-Home Wi-Fi ‘) on a dual-band router 

Turn off  Wi-Fi Optimizing (Channel optimization)  on router

Try to turn off Mesh feature if you have a Mesh system, and create a different SSID for 5Ghz WiFi (tapo camera use 2.4Ghz)

 

5.  Try to turn off router Advanced settings like  Parental control /QoS etc.  

 

6. (For a test ) when mobile phone is still connected to home network ( home wifi, not mobile data) does camera become offline on Tapo app? 

If camera works fine locally but only become offline in non- local wifi-> Try to turn off or  lower Router & Modem Firewall for test purpose

 

If the above does not work, please help provide some details and help collect the log when issue after issue happened, thank you. 

 

1. Would the system LED on the camera turn Red or stay Green when it is offline

2 What is the model number of your Wi-Fi router?

How about your network topology: 

3. How often does issue  happen, and how do you recover the connection, like reboot camera or reboot router? 

On the APP, if refresh the device list page by "pull-to-refresh" and see if the camera would be online

 

4. How to get the logs of Tapo camera
Step 1: Insert an SD card into the camera.

Step 2: On the APP, please go to Camera Settings -> Advanced Settings -> enable Diagnose. The log file will be stored on the SD card.
Step 3: Let the camera run for some time, wait for the recurrence of the problem.
Step 4: Please plug the SD card into the computer's SD card slot or an SD card adapter. Please send the log on the SD card to us. The name of the file is ‘Diagnose Log’.

 

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Re:Some of the Tapo C200 Cameras Keep Disconnecting from Home Wifi and appears to be Offline
2020-12-24 19:03:58

@Kel

I have the very same experience (unpredictable going offline) with four Tapo C100 cameras, the latest firmware installed. Any piece of advice regarding that could mend that would be very wellcome.

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Re:Some of the Tapo C200 Cameras Keep Disconnecting from Home Wifi and appears to be Offline
2020-12-24 23:10:15

@Kel 

I have the same issue too with my C200. After the latest firmware update, the connection with my camera is fully unstable. Before this update everything was fine.

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Re:Some of the Tapo C200 Cameras Keep Disconnecting from Home Wifi and appears to be Offline
2020-12-25 09:33:44

@Spongya 

Hi, All,

Thank you very much for your kind reply.

Could you please help me check the following information before we forward your case to our senior engineers:

1. Would the system LED on the camera turn red when it is offline?

2.What is the model number of your mesh router or Wi-Fi router?

3.if possible, please try to create a separate guest network with 2.4ghz only and connect all the cameras to the guest Wi-Fi to see if the issue still here?

4.Would you still be able to see the camera on the DHCP list or online device list of your main router?

Thanks a lot and wait for your reply.

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Re:Some of the Tapo C200 Cameras Keep Disconnecting from Home Wifi and appears to be Offline
2020-12-25 12:51:06
1) I have system LED disabled in all 4 Tapo C100 cameras 2) My main router is Mikrotik hAP ac and I also use Omada controller OC200 with latest firmware. 3) 4) When a camera is listed as "offline" in Tapo android application on my phone, in the control panel of OC200 controller in the "clients" window the offline camera is still listed as "connected" but ip address and hostname disappear, only the "username" remains. When in the very same window I click on "Reconnect", it tries to, it takes a minute, but after all that the same situation - the offline camera is still listed as "connected" but ip address and hostname disappear, only the "username" remains. 5) All of my four cameras are equipped with 64GB micro-SD cards. Any of the cameras could go offline, but it never happened, that more than two cameras went offline at the same period of time.
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Re:Some of the Tapo C200 Cameras Keep Disconnecting from Home Wifi and appears to be Offline
2020-12-29 03:55:11

@VitaliyT 

Hi, we would like to follow up on your case by email and please have a check of your email box later.

Thank you very much.

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Re:Some of the Tapo C200 Cameras Keep Disconnecting from Home Wifi and appears to be Offline
2020-12-29 15:20:15

@TP-Link 

 

You keep asking the same questions in so many topics about the connection problems and you also keep saying you want to follow by email. You never contact us by email, and even if you do, you never provide solutions and/or answers to the problem. Instead of doing that to your customers, provide official responses. Acknowledge the problem and at least provide some kind of answer to ALL of us waiting for those malfunctioning cameras to work as intended... 

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Re:Some of the Tapo C200 Cameras Keep Disconnecting from Home Wifi and appears to be Offline
2020-12-31 01:52:19

@Kel @TP-Link 

 

I also have the same problem. Purchased a new Tapo Camera C200 two days ago, it goes offline frequently since it started working from the first day, reported to the TPLink technical support , no follow up, only ask the same questions, no solution at all. Disappointed! 

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Re:Some of the Tapo C200 Cameras Keep Disconnecting from Home Wifi and appears to be Offline
2021-01-04 16:13:36

 

@Kel  @TP-Link 

I have the same problem with Tapo C200.  
It seems that if there is a mesh system involved in the network connected to the camera. It will go offline depending on wich network nod the camera is connected too. 

I have a router Sagemcom c5001 along with AirTies 4920 connected as mesh, and I have notice that if I disconnect the Airties  (mesh nod) the Camera will be online all the time.  But when the AirTies is connected the camera will radomly go offline (blinking green). 

My conclusion is that the camera will only recognize  the wifi signal  from the main router and not from the mesh nods.  

 

A possible workaround to the problem is to add a guest network that only is active on the main router and connect the camera to that network. (I haven't tried it myself.)

 

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Re:Some of the Tapo C200 Cameras Keep Disconnecting from Home Wifi and appears to be Offline
2021-01-29 09:27:38

same thing happens to me too. 

 

they will appear OFFLINE then sometimes appear back online. latest firmware, tenda mesh system. 

 

i also have a p100 plug configured that has never gone offline. 

 

i've turned led off. 

no sd card

latest firmware 

 

help?

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#10
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Re:Some of the Tapo C200 Cameras Keep Disconnecting from Home Wifi and appears to be Offline
2021-01-30 08:02:30

Also getting the same issue with 4 cameras, using 1.0.17 firmware and Tenda mesh network.

 

Different cameras will randomly go offline and not come back online unless I fully power-cycle the camera experiencing the problem. Cameras with this issue will show only a green blinking light whilst offline and not red.

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