Tapo C320WS v1.0: Internet, Infrared, Spotlight, Recording not working after stuck firmware update

Tapo C320WS v1.0: Internet, Infrared, Spotlight, Recording not working after stuck firmware update

Tapo C320WS v1.0: Internet, Infrared, Spotlight, Recording not working after stuck firmware update
Tapo C320WS v1.0: Internet, Infrared, Spotlight, Recording not working after stuck firmware update
2023-11-21 03:49:30
Model: Tapo C320WS  
Hardware Version: V1
Firmware Version: 1.3.9 (4555)

Summary:

My C320WS v1.0 has auto-update firmware setting enabled. One midnight it attempted to download the latest firmware 1.3.9. It's been stuck on installing latest firmware for days. I restarted the camera via the Tapo app after waiting a few days with no progress. The current firmware version now only shows "(4555)", unlike other cameras that show the whole string "1.3.9 Build 231024 Rel.59054n(4555)". Furthermore, the Tapo app reports that "The Tapo device can only be controlled locally", despite the camera being connected to a router with internet access. Functions such as internet, infrared mode, spotlight, & recording no longer work since the update has been stuck prior to rebooting.

 

Potential cause:

The internet service went out by the time the firmware update is ongoing. This has likely caused the firmware update to be interrupted midway. The firmware couldn't have been installed completely into the camera since the camera didn't reboot automatically afterwards. The camera right now might be running on an incomplete firmware.

 

Starting from the time when the failed firmware download has initiated, the following functions no longer work:

  • Internet (WiFi and ethernet).The camera won't detect an internet connection (checked via the Tapo app and diagnostic logs). In the Tapo app, the following banner can be read: "The Tapo device can only be controlled locally". Other Tapo cameras connected to the same network are able to detect internet just fine.
  • Infrared mode (manual & auto). The infrared mode won't toggle on during evenings. Worse yet, it won't toggle at all when manually set in Tapo app. Normally, the camera would produce a clicking sound when switching modes, but there is no such sound at all.
  • Spotlight. Similar to the Infrared mode, the spotlight won't turn on when manually controlled via the Tapo app.
  • Recording. The SD card no longer receives real-time continuous recording clips after rebooting the camera for the first time during the stuck firmware update that lasted for days. The "Playback & Download" menu only shows the clips recorded before the stuck firmware update has occurred.

 

What still works are:

  • Talk. You can speak to the camera via the Tapo app.
  • Alarm. A wailing sound sequence can be played when the alarm is toggled on in the Tapo app.
  • Camera Account. Useful for streaming the camera's video output to the web via ONVIF intranet protocol.

 

I did the following in attempt to repair the camera:

  • Soft-reset the camera via the Tapo app.
  • Hard-reset the camera by pushing the hardware reset button for at least 5 seconds until the camera says "Reset successful. Rebooting...".
  • Change the router DNS to 8.8.8.8 and 8.8.4.4.
  • Disable whitelisting/blacklisting devices.
  • Reset the router to factory settings.
  • Disable router firewall.
  • Connect the camera to the router via WiFi and ethernet cable.
  • Connect the camera to a different router with internet connection.
  • Save diagnostic logs to the MicroSD card.

 

I can further confirm that the camera couldn't really detect an internet connection (even with an ethernet cable plugged in) based on the diagnostic logs here:

[2023-11-18 10:31:19][ERROR][cet][http_evbuffer_writeout]-2067: HTTP connection write error 104, stop write and end connection(fd 36)
[2023-11-18 10:31:19][ERROR][cet][http_evbuffer_writeout]-2067: HTTP connection write error 32, stop write and end connection(fd 36)
[2023-11-18 10:31:19][ERROR][cet][http_evbuffer_writeout]-2067: HTTP connection write error 32, stop write and end connection(fd 36)
[2023-11-18 10:31:19][ERROR][cet][http_evbuffer_writeout]-2067: HTTP connection write error 32, stop write and end connection(fd 36)
[2023-11-18 10:31:19][WARN][cet][http_connection_state_machine]-3508: Closed by peer,
[2023-11-18 10:31:19][INFO][cet][http_connection_free]-3892: close http_connection fd: 36, method: POST, uri: (null)
[2023-11-18 10:31:26][WARN][cloudiot]socket_fd,c:498(socket_dns_request_timeout)-- host: security,iot,i,tplinknbu,com, DNS timeout
[2023-11-18 10:31:28][ERROR][cloudiot]http_client,c:54(http_client_timeout_handler)-- http connect timeout, req type: 0,

         [dsd] ubus_call(125): ubus invoke error: cloudiot,check_fw_version, ret=7
         [dsd] ubus_call(125): ubus invoke error: cloudiot,check_fw_version, ret=7
         [dsd] ubus_call(125): ubus invoke error: cloudiot,check_fw_version, ret=7
         [dsd] ubus_call(125): ubus invoke error: cloudiot,check_fw_version, ret=7
         [dsd] ubus_call(125): ubus invoke error: cloudiot,check_fw_version, ret=7
         [dsd] ubus_call(125): ubus invoke error: cloudiot,check_fw_version, ret=7

 

I'm hoping for some assistance. If there is a way to flash a firmware via the MicroSD card, please let me know. Better yet, a previous stable firmware will do, and I no longer wish to let the camera update on its own.

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#1
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9 Reply
Re:Tapo C320WS v1.0: Internet, Infrared, Spotlight, Recording not working after stuck firmware update
2023-11-21 11:19:16

  @mubentoben 

Hi,
We have sent the Web Emergency recovery instructions to you via email(ticket ID: TKID231139726), please check if it helps.
Best Regards

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#2
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Re:Tapo C320WS v1.0: Internet, Infrared, Spotlight, Recording not working after stuck firmware update
2023-11-30 16:32:42

  @Solla-topee 

Hi,

I've got stuck firmware update from 1.3.9 to 1.3.11 on my Tapo C320WS v1.0. Camera is connected to WiFi and still reponds. I'm able to view device settings and device info, but other functions (live view and playback) are not available. I didn't remove nor power off the camera.

 

Please advice how to recover from this situation.

Best ragards,

Tomaz

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#3
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Re:Tapo C320WS v1.0: Internet, Infrared, Spotlight, Recording not working after stuck firmware update
2023-12-01 06:38:12

  @TomazJ 

Hi, 
How about the LED status on the camera?

Here is the UG of the Tapo C320WS V1, please refer to the UG to find the reset button on the camera, then press and hold it for 10 seconds to reset the camera to factory default settings.
Please let me know the LED status changes on the camera. If the LED flashes red and green after two minutes, you can try to configure the camera via the Tapo app and check if it will work fine.


Best Regards

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#4
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Re:Tapo C320WS v1.0: Internet, Infrared, Spotlight, Recording not working after stuck firmware update
2023-12-01 09:16:59

  @Solla-topee 

Hi,

The LED is Solid green not Blinking green quickly (Camera updating).That's why I thought I can somehow cancel Firmware update via Tapo app.

It's very difficult for me to access the reset button on the camera as it is mounted high on my house.

Any chances to cancel update via software?

 

Best regards

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#5
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Re:Tapo C320WS v1.0: Internet, Infrared, Spotlight, Recording not working after stuck firmware update
2023-12-01 09:49:35

  @TomazJ 

Hi,
Your camera LED status is normal, and it looks like the camera has not stuck on the firmware update.
On the camera's Device Settings>Device Info page, you can see its firmware version. If the firmware version is 1.3.11, it means your camera has updated the firmware successfully, and it's unable to roll back the firmware to the old one.

 

In this situation, you can try to reboot the camera on the Device Settings page and then check if you can watch the camera on the Tapo app. If not, please try to Remove the camera on the camera's Device Settings page to reset it, then reconfigure it.

 

Best Regards

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#6
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Re:Tapo C320WS v1.0: Internet, Infrared, Spotlight, Recording not working after stuck firmware update
2023-12-02 16:29:11

  @Solla-topee 

Hi,

I managed to reboot the camera. After reboot it works normally. The firmware version is still 1.3.9 and the new version is again ready to be installed.

I do not dare to repeat the installation of 1.3.11 for now.

Thanks for your help.

 

Best regards

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#7
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Re:Tapo C320WS v1.0: Internet, Infrared, Spotlight, Recording not working after stuck firmware update
2023-12-04 12:23:17

  @TomazJ 

Hi,
Usually, if the camera is connected to a strong and stable Wi-Fi network, and does not have a power outage during the firmware upgrade process, it can update the firmware successfully. 
You can choose to not update the firmware now, and if you need any further help, please feel free to report here.
Best Regards

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#8
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Re:Tapo C320WS v1.0: Internet, Infrared, Spotlight, Recording not working after stuck firmware update
3 weeks ago

  @Solla-topee I have the same problem, can I get a fix for it thank you.

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#9
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Re:Tapo C320WS v1.0: Internet, Infrared, Spotlight, Recording not working after stuck firmware update
2 weeks ago

  @Rudi_Shox 

Hi,
Can you describe your problem phenomenon in detail, and I'll check if there are any tips to solve it? For example, please check the LED status on the camera, the camera status on the Tapo app, the troubleshooting you have done, and the test results.
Best Regards

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#10
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