C200 Camera image problems since firmware update 1.1.9 - sound OK - no image

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C200 Camera image problems since firmware update 1.1.9 - sound OK - no image

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C200 Camera image problems since firmware update 1.1.9 - sound OK - no image
C200 Camera image problems since firmware update 1.1.9 - sound OK - no image
2021-07-19 07:35:20 - last edited 2021-07-20 05:35:08
Model: Tapo C200  
Hardware Version: V2
Firmware Version: 1.1.9

I just purchased two Tapo C200 cameras from Amazon (Hardware version V2.0).

All worked fine until I got the message that a new firmware 1.1.9 was available.
After this update, on both cameras, it took a long time before I could see the image in the TAPO Android application.
Since then, I have a lot of problems:

- cameras display a green LED, but they are shown as disconnected

or

- cameras display a green LED and are shown as connected, but :

   - the app keeps trying to get an image - after a while it displays a black picture with message "click to refresh".
Restarting the camera from the TAPO application works, but it does not solve the problem.
"Power off/on" on the cameras does not solve the problem.

Hardware reset button + full reconfiguration of the cameras does not solve the problem.

However, there are evidences that the cameras are working:

- I can read the video stream of both cameras using VLC with RTSP

- When the TAPO apps tries to get the video from a camera, the data flow increases to 100ko/s (even more if I try to read the SD card contents)
The two cameras are located only 3m away from my Wi-Fi router, in direct line of sight (no obstacles) and the signal is reported as strong for both cameras in the TAPO App.

I have contacted the TP-Link email support using the form on their web site, but I got no email to confirm that the request for support has been received.

 

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#1
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1 Accepted Solution
Re:C200 Camera image problems since firmware update 1.1.9 - sound OK - no image-Solution
2021-07-20 05:29:24 - last edited 2021-07-20 05:35:08

Waiting for the analysis of the developers, I further investigated the problem.

 

Considering that the C200 cameras seemed to work when tackled using RTSP in VLC, and that the they were also partially reachable (sound + settings) with TAPO, and that the problem affected both cameras in the same way, I thought that maybe the problem might be related to the TAPO application rather than on the cameras.

 

  • Deinstallation and reinstallation of the TAPO application did not change anything.

 

  • However, the problem was completely solved on both cameras when I rebooted Android after this reinstallation !

 

Stability to be monitored in the next days, but it looks OK so far.

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Re:C200 Camera image problems since firmware update 1.1.9 - sound OK - no image
2021-07-19 10:07:12 - last edited 2021-07-19 10:12:28

@Flying_Roger  Hello, 

 

Thank you for your detailed information, may I have a photo showing ' the app keeps trying to get an image -' or ' they are shown as disconnected'

At the same time, you could try some suggestion here: 

 

1. Make sure the camera is receiving a good signal by checking the signal strength of the camera on the APP:

 Tapo 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:

(-40d- 68dBm is good/ average, less than -68dBm is relatively poor : relocate camera or router to get stronger signal)

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

 

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

 

1. when mobile phone is still connected to home network ( home wifi, not mobile data) does camera also load slowly Tapo app? 

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

How about your network topology: 

3. Please help get the log and share with us the log file, thank you. 

 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:C200 Camera image problems since firmware update 1.1.9 - sound OK - no image
2021-07-19 10:37:43

@Solla-topee 


- Here below two screen snapshots; on the second one, I have deliberately blacked the personal details.

- The signal is strong as the camera is located only 3m away from the router in direct line of sight); this is confirmed in the TAPO app.

- 1.1.9 is the latest available firmware

- it is not "slow": the app never gets the picture, even letting it run until the timeout and invitation to "refresh".

- everything worked fine initially and then it degraded; the first problems arises after the firmware update but it is not sure that this is the cause.
- I have enabled the diagnose; I will let you know the result.
 

 

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Re:C200 Camera image problems since firmware update 1.1.9 - sound OK - no image
2021-07-19 11:49:27

@Flying_Roger Thanks so much for sharing all the detailed info, this issue you are experiencing sounds unusual. 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:C200 Camera image problems since firmware update 1.1.9 - sound OK - no image
2021-07-19 13:12:35 - last edited 2021-07-19 18:04:56

@Solla-topee 
Thank you.
Yes, I got an Email and I sent them the diagnose log.
Wait and see.

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Re:C200 Camera image problems since firmware update 1.1.9 - sound OK - no image-Solution
2021-07-20 05:29:24 - last edited 2021-07-20 05:35:08

Waiting for the analysis of the developers, I further investigated the problem.

 

Considering that the C200 cameras seemed to work when tackled using RTSP in VLC, and that the they were also partially reachable (sound + settings) with TAPO, and that the problem affected both cameras in the same way, I thought that maybe the problem might be related to the TAPO application rather than on the cameras.

 

  • Deinstallation and reinstallation of the TAPO application did not change anything.

 

  • However, the problem was completely solved on both cameras when I rebooted Android after this reinstallation !

 

Stability to be monitored in the next days, but it looks OK so far.

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#6
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