Tapo Care - No Notifications on C310

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Tapo Care - No Notifications on C310
Tapo Care - No Notifications on C310
2021-10-31 16:18:30 - last edited 2021-11-25 02:48:09
Model: Tapo C310
Hardware Version: V1
Firmware Version: 1.1.10

I have several Tapo C310 cameras installed and they have been working fine in terms of instantly sending me notifications whenever motion is detected.

 

I have today activated my free 30 day free trials of Tapo Care and as soon I have done this my cameras have stopped recording motion in the activity logs and therfore also stopped sending me notifications.

 

I have rebooted my cameras after reading issues other people have had but this has not solved the problem on any of them.

 

Can anyone help?

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#1
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1 Accepted Solution
[Beta Firmware ] No Notifications after Tapo Care subscription - on Tapo C310-Solution
2021-11-25 02:43:36 - last edited 2021-12-26 11:27:56

Hello everyone,

 

For anyone else who  fail to receive notifications after subscribing for Tapo Care, we appreciate your valuable feedback, our engineering team has made aware of the issue already,  and they provided a beta firmware addressing the issue now.

Please check below thread for details: 
[Solution]Tapo Camera Not Recording to Cloud/ No Notification after Active Tapo Care (Free-trial)
 

Feel free to leave your comment in the above thread, thank you. 

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#20
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Re:Tapo Care - No Notifications on C310
2021-11-01 02:14:07

Hello@Focker7 

If motion is not detected by Camera anymore,  please double-check the Motion Detection settings/ Camera Detection Messages/Activity Zone on Tapo APP as mentioned in guide here: 
[Troubleshooting] Tapo Camera Notification Issues

 

With Alarm enabled, will motion trip the camera Alarm? Does this happen to multiple cameras, can I have the Mac address of the camera by private message? 

For ' stopped recording motion in the activity logs' do you mean there is no detection messages when tap the ' Envelop' icon on the right top of tapo app?

Can I have a photo of the above settings if the concern persists? Thank you

 

 

 

 

 

 

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#2
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Re:Tapo Care - No Notifications on C310
2021-11-01 12:03:43

@Solla-topee Hi, the cameras did start notifying me late yesterday, however have now stopped again today. I've been through all settings and everything is as it should be. Also nothing has changed since before I activated the Tapo Care free trials. Could it be that Tapo Care had caused problems with my recordings and notifications? The camera I have not activated the free trial on is still working fine.

 

If I cancel the free trial do you think this will sort the issues? So far I can say that obviously the trial has not impressed me in any way and I certainly don't intend to pay for Tapo Care once the trial is over if it makes my cameras basically not work properly!

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#3
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Re:Tapo Care - No Notifications on C310
2021-11-01 14:52:04

@Focker7 same issue here, I bought and configured a C310 yesterday, it worked nice all night.

But this morning i started the 30 day free subscription trial, since I have no notification.

I launched a camera reset, reinstalled the application on smartphone, checked all the settings ...

 

It was only after I canceled the 30-day free trial and paid for a subscription that the situation instantly unblocked.

 

So if this is confirmed, the 30-day free trial is the problem.

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#4
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Re:Tapo Care - No Notifications on C310
2021-11-01 15:10:24
ok i take back what i said it only worked once when i disabled the free trial period and took the subscription ... It doesn't work anymore!
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#6
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Re:Tapo Care - No Notifications on C310
2021-11-01 15:16:36

@benoit.gud so it seems once the trial is activated it messes the notifications up permanently? Even if cancel the trial or take out a paid subscription? Great! :(

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#7
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Re:Tapo Care - No Notifications on C310
2021-11-01 16:53:51
after several tries, I think the problem comes from the tapo caire cloud server ... too bad because I really wanted to take a year subscription to save outside the SD card
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#10
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Re:Tapo Care - No Notifications on C310
2021-11-02 02:47:10 - last edited 2021-11-02 02:47:46

Hi @benoit.gud @Focker7 

Really appreciated your feedback, we would like to look into your concern further and escalate your case,   can you help collect the camera log file?How to Get the Log of Tapo Camera?

You could let camera run for certain time, wait the issue to happen again and collect the log, then attach the log file here in the forum with the' file' button,  please also share the Mac address of your camera to us via private message, thank you very much!

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#11
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Re:Tapo Care - No Notifications on C310
2021-11-02 16:20:02

@Solla-topee ok, here we are!

 

It's simple, as you can see (I think) in the Log,

- I've activate the log something like 16:59:00

 

Camera is desactivate from Care Cloud

 

- first test at 17:00:45

 detection notified on my phone / recording on SD card OK

 

Activation of the camera from Care Cloud

 

- second test at 17:06:07

  detection not notified on my phone / recording on SD card OK / not recording on care Cloud

 

Desactivation of the camera from Care Cloud

 

- third test at 17:08:27

 detection notified on my phone / recording on SD card OK

File:
diagnose_log.txtDownload
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#12
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Re:Tapo Care - No Notifications on C310
2021-11-03 01:56:57

@benoit.gud Thank you very much also for providing the more details, 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 feel free to let us know how it goes. Thank you!

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#13
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Re:Tapo Care - No Notifications on C310
2021-11-03 07:22:56

@Solla-topee If you find a solution to the problem please can you also let me know what to do to fix it please

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#14
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