Unable to connect to wifi

Unable to connect to wifi
Unable to connect to wifi
2021-07-18 16:15:57
Model: Tapo C310
Hardware Version: V1
Firmware Version: 1.0.14

Hi

 

I have just brought this camera but it will not connect to my WiFi. It starts okay but then says something like unable to get IP address. Check abd double checked the WiFi password is correct but it just isn't working. I can get it to work on ethernet fine but I don't have a cable where I need to put the camera.

 

Why isn't it working? Never had any other device refuse to connect to the network.

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#1
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5 Reply
Re:Unable to connect to wifi
2021-07-19 07:43:45

@AnotherNope  Hello, 

 

Thank you for your information, please try some suggestions here and see if it works for you:

  • Check if there are any advanced settings on the router blocking camera such as Access Control/ Parental control/ Whitelist etc.
  • Double confirm wifi password by forgetting and reconnect to router's WiFI:

Go to Phone- WIFi list, tap the WiFI name or long press the wifi name to forget router Wi-Fi and reconnect to it, are you able to connect to router's 2.4Ghz Wi-Fi by manually tying in 2.4Ghz Wi-Fi password?

  • It is recommend to set router's wireless security type to WPA/WPA2-PSK rather than  WPA3-only 
  • Try a different Wi-Fi channel for main router  (Channel 1-11)
  • Connect camera to router directly, not through other Range extender or AP 


If still the same issue, please help confirm some information here to help locate the issue, thank you!

  1. Model of Main router &  a photo of wireless settings on main router:
  2. A photo of the Error message on Tapo APP  
  3. Model of phone and its Android or IOS version:


 

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Re:Unable to connect to wifi
2021-07-19 10:14:18

@Solla-topee 

 

Check if there are any advanced settings on the router blocking camera such as Access Control/ Parental control/ Whitelist etc.

The router is open for all internal access. I have other IP cameras and other devices that use video and are working fine.

 

Double confirm wifi password by forgetting and reconnect to router's WiFI

I have, several times. I even tried it on another device to make sure I wasn't typing it wrong somehow and not noticing, it connected fine.

 

It is recommend to set router's wireless security type to WPA/WPA2-PSK rather than  WPA3-only 

Currently only using WPA2

 

Try a different Wi-Fi channel for main router  (Channel 1-11)

Done no difference

 

Connect camera to router directly, not through other Range extender or AP 

I don't use any range extenders or AP's

 

My Router is an Asus RT-AC3200

The wireless is set to 2.4GHz (router does both 2 and 5GHz simultaneously), Auto "Wireless Mode" (N or Legacy), Channel is set to Auto, Authentication is WPA2-Personal with AES encryption.

I don't get an error message on the app, the C310 just says "failed to receive IP address" and the camera LED goes back to flashing red and green

https://youtu.be/Ksq1KBJI6xU

 

 

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Re:Unable to connect to wifi
2021-07-19 12:24:25

@AnotherNope Thanks so much for sharing all the detailed info, to address the issue and try to fix it, we would like to have a specialist look into this further via email. Please check your mailbox later, and let us know if the issue is resolved. Thank you!

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Re:Unable to connect to wifi
2021-07-24 13:45:43

@AnotherNope 

 

Hi everyone, thanks for quick comments.

 

I have managed to get the camera reconnected to my wifi by using another android phone, installing app fomr google play and going through normal process.

 

My original phone that encountered this issue after FW update is running Android 4.4, old I know but was using this for various CCTV cams I have.

 

The newer phone is running Android 7. Having got it to work on the A7 phone I deleted the app from the A4.4 phone, reinstalled, logged in with same original Tapo account I created and the camera was showing within the App. However the camera was showing as offline and not accessible.

 

So current state I have it working with A7 App on partners phone, added it to my CCTV NVR via Onvif :)

 

Not working on Android 4.4 since firmware update. Q: Should it work on A4.4 or was this discontinued via the FW update? If so was this intended? If it was then my case is closed, thanks.

 

Regards

 

MorpheusXI  

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Re:Unable to connect to wifi
2021-07-26 05:51:33

@MorpheusXI 

Tapo APP supports Android 4.4 or higher version and iOS running iOS 9.0 or higher.

May I know the model of your phone of Andriod 4.4? We will do a record first . You could try to use that phone to manage Tapo cameras. 

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