Image freezing
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Hi!
I have a c510w camera and when I go to see the videos of the detected movements, very often these videos freeze, and then they start moving again a few seconds later.
I've tried changing the settings to Compatible Mode and to reset the camera everyday but the problem persists.
Any ideas?
Thanks.
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Hi,
If you experience the freeze phenomenon when watching camera video clips, such as the video freezes, then starts moving again a few seconds later, please confirm the following information for further analysis.
1. The model number, hardware, and firmware version of the camera.
2. Make sure the Tapo app is up to date.
3. Test if you have the issue when watching the video clips stored on the SD card or cloud server, and check if it occurs when you watch the camera's live feed.
4. Go to the camera's Device Settings > Device Info page, tap the Wi-Fi icon, and check the RSSI value. If the signal strength is too weak(less than -70 dBm), move the camera closer to the router for a try. Test if the problem remains when connecting the camera to the router by an Ethernet cable if possible.
If the problem persists, please send us the results of the above steps, and send me(@Solla-topee) the camera's MAC address and a video showing the reported issue via a private message.
You can upload the video to your cloud server(such as Google Drive), generate a link to download it, and send me the link via a private message.
Best Regards
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Hi,
Please help confirm the following information for the reported case.
1. What's the MAC address of your Tapo C510W? You can send it to me(@Solla-topee) via a private message.
2. Are you watching the video clips stored on our cloud server or the inserted SD card? If you have a problem when watching the video clips stored on the SD card, please try to download the video clips on your phone, and then check if you can stream it smoothly.
Download and Clip Camera SD Card Videos in Tapo App!
3. Can you watch the camera's Live View page smoothly?
Best Regards
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Hi,
Thank you for the information provided via the private message. I have reported the issue to the tech team, and they will contact you via email for further help.
Please check your email box and confirm.
Best Regards
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Hi,
1. Please go to the Tapo app > Camera's Device Settings > Device Info page, tap the Wi-Fi icon, and send us the RSSI value.
2. Send me(@Solla-topee) the MAC address of your camera via a private message.
3. Do you have a problem when watching the cloud video clips or the video clips stored on the SD card? Do you have a problem when watching the camera's live feed?
Best Regards
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@solla
Hi, RSSI is -57. MAC address sent in DM. The problem is while watching cloud videos, and the same thing even after downloading the video and playing it. it still freezes for 3-4 secs then resumes. many frames are missing inbetween. No problem while watching live.
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Hi,
The new firmware has been pushed to your camera, you can update it via the Tapo app and check if it helps.
Best Regards
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@Solla-topee Right now it says Firmware Up to Date. Will check in a while and update here.
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@Solla-topee It worked fine for two days after update, but now again the same problem! Sharing you the a video to better assess. Kindly please let me know if its a manufacturing defect, a bad batch or what. So i can take appropriate measures. Thank You
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Hi,
Is this problem an occasional issue, and not all cloud video clips have this problem?
According to the information we checked, this problem may be related to your network environment. Occasionally, when your network quality is poor, the video uploaded by the camera to the cloud server may have the reported issue.
Best Regards
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