Motion tracking stopped working

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Motion tracking stopped working

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Motion tracking stopped working
Motion tracking stopped working
2023-04-01 12:01:12 - last edited 2023-04-07 06:45:59
Model: Tapo C500  
Hardware Version: V1
Firmware Version: 1.0.2

Camera no longer tracks the subject after firmware update. Camera now moves towards subject but quickly returns to the home position. Was working fine until update. Sent original camera back and got a new one with the same result worked okay until it automatically updated the firmware now doesn't track motion. 

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#1
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2 Accepted Solutions
Re:Motion tracking stopped working -Solution
2023-04-06 08:05:10 - last edited 2023-04-07 06:45:59

  @JosefAllein 

 Technical Support have located an issue and a new firmware update is coming soon that will hopefully resolve the tracking malfunction. 

 

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Re:Motion tracking stopped working -Solution
2023-07-26 09:59:48 - last edited 2023-07-26 10:04:08

  @Dodge-Rogers 

 

Here is an update regarding the problem reported on this thread. 

 

This Article Applies to:

Tapo C500 (EU/US) 1.0  Firmware 1.0.2

 

Description:

If you encounter the following issues while using the motion tracking feature on Tapo C500 1.0 FW 1.0.2, kindly refer to the Solution here.

1. The camera can't track motions vertically.

2. Camera returns to the home position in the middle of motion tracking when the motion stops temporarily (like 2 seconds).

 

Solution:

 

The issue has been resolved in firmware version 1.0.3, which was released on 04/18/2023.

 

Kindly update the firmware on your device to this version and retest the Motion Tracking feature.

 

Smart Action 2.0 Explore and meet the next level home automation.
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Re:Motion tracking stopped working
2023-04-03 11:06:06

  @Dodge-Rogers 

 

Thank you for the feedback. Can you actively trigger the tracking function (both horizontal and vertical directions) to test whether the camera will automatically stop tracking in scenes where people are still moving on the screen?

 

How about other functions of the pan&tilt feature, are they function properly? E.g. Mark position, manual control. 

Smart Action 2.0 Explore and meet the next level home automation.
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Re:Motion tracking stopped working
2023-04-03 12:56:28

  @Wayne-TP 

Wayne-TP wrote

  @Dodge-Rogers 

 

Thank you for the feedback. Can you actively trigger the tracking function (both horizontal and vertical directions) to test whether the camera will automatically stop tracking in scenes where people are still moving on the screen?

 

How about other functions of the pan&tilt feature, are they function properly? E.g. Mark position, manual control. 

The camera does trigger the tracking function but it only tracks in the horizontal plane.

This means it quickly looses the subject.It will track when there is movement but as soon as movement stops it returns to the home position. The camera can manually be panned in all directions and the mark feature is working fine. The camera tracked in all directions until I updated to firmware version 1.0.2. I got the camera replaced but the same thing happened with the new camera. I have videos of before and after the firmware update if this helps.  

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Re:Motion tracking stopped working
2023-04-04 08:16:49 - last edited 2023-04-04 08:21:49

  @Dodge-Rogers 

 

Thank you for the reply. The tech team was made aware of your issue and will investigate it as a high priority. If the problem is related to the firmware, a new one will be released soon to resolve it. You may keep an eye on your device's firmware update. 

 

In the meantime, to better assist with this case, the team will likely reach out to you via email to continue to troubleshoot your issue. Please check your email box later and confirm.

Smart Action 2.0 Explore and meet the next level home automation.
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Re:Motion tracking stopped working
2023-04-05 18:59:05

  @Dodge-Rogers 

Ich habe heute die Tapo C500 in Betrieb genommen. Ich habe das gleiche Problem. Die Kamera schwenkt nur left and right, aber nicht up and down.

und die Kamera geht zu schnell in die ausgangsposition zurück.

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#5
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Re:Motion tracking stopped working -Solution
2023-04-06 08:05:10 - last edited 2023-04-07 06:45:59

  @JosefAllein 

 Technical Support have located an issue and a new firmware update is coming soon that will hopefully resolve the tracking malfunction. 

 

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#6
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Re:Motion tracking stopped working
2023-04-07 06:47:22

  @JosefAllein 

 

The team has located the problem and a new firmware will be released soon. Please keep an eye on the device firmware update. 

Smart Action 2.0 Explore and meet the next level home automation.
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#7
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Re:Motion tracking stopped working
2023-04-17 13:01:50

  @Wayne-TP Hello,

today there was an Update to 1.0.3 

I installed it now. Everything is ok.

 

You did a Great Job 👍😉

Many thank´s to the Team 

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#8
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Re:Motion tracking stopped working
2023-04-18 09:54:38

  @JosefAllein 

 

Thank you for the feedback, glad to hear that!

Smart Action 2.0 Explore and meet the next level home automation.
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#9
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Re:Motion tracking stopped working -Solution
2023-07-26 09:59:48 - last edited 2023-07-26 10:04:08

  @Dodge-Rogers 

 

Here is an update regarding the problem reported on this thread. 

 

This Article Applies to:

Tapo C500 (EU/US) 1.0  Firmware 1.0.2

 

Description:

If you encounter the following issues while using the motion tracking feature on Tapo C500 1.0 FW 1.0.2, kindly refer to the Solution here.

1. The camera can't track motions vertically.

2. Camera returns to the home position in the middle of motion tracking when the motion stops temporarily (like 2 seconds).

 

Solution:

 

The issue has been resolved in firmware version 1.0.3, which was released on 04/18/2023.

 

Kindly update the firmware on your device to this version and retest the Motion Tracking feature.

 

Smart Action 2.0 Explore and meet the next level home automation.
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#10
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