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Sound issue when downloading videos from the cloud

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Sound issue when downloading videos from the cloud

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Sound issue when downloading videos from the cloud
Sound issue when downloading videos from the cloud
2024-05-30 08:06:18
Tags: #Tapo Care #Recording #Sound
Model: Tapo C220  
Hardware Version: V2
Firmware Version: 1.3.11

Hi,


I have an issue when downloading videos from the Tapo Care cloud: the sound is sluggish and, although I can hear people talking, I cannot understand a word. This only happens with downloaded videos. The sound from online (cloud) videos is great. Can anyone help?

 

Steps:

1. Read an online (cloud) video (from the "Playback" screen): no problem.

2. Download the video.

3. Read the downloaded video (from the "Download" screen [and elsewhere on my Android phone or my computer]): sound is sluggish (but the video [graphics] is good).

 

I suspected a hardware issue so I freed some space on my phone, but I still had the same issue. I am not using any VPN or other. And it seems that I cannot read/download cloud videos from the Tapo Care web. Any idea?

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#1
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3 Reply
Re:Sound issue when downloading videos from the cloud
2024-05-31 08:00:21

  @-c-h-r-i-s- 

Hi,
For the reported case:
    1. Please repeat the steps you have tried on a different phone if you have one, and check if the problem remains.

 

    2. Enable the Screen Recorder feature on your phone to record the whole steps when you reproduce the issue, and then send it to us. You can upload the video to your cloud server(such as Google Drive), generate a link, and send us the link to download the video.

 

    3. After the problem is reproduced, go to the Tapo app> Me> Help&Feedback> Cameras> Feedback> select your device, tap Next> In the Subject, type forum ID 669872; in the Suggestion, enter a brief description of your issue; check the 'Add System Log' and 'Send APP Log'> tap Send Feedback to send the log files to us.
Please let me know after you send us the log.

 

Best Regards

>> What to do if the Detection feature is not working on the TP-Link Camera. >> Enhance Video Clarity: Troubleshooting Tips for Improving Camera Video Quality. >> General questions about the TP-Link camera's Pan & Tilt feature.
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#2
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Re:Sound issue when downloading videos from the cloud
2024-06-03 11:54:07

  @Solla-topee 

 

Hi,

 

Thank you for your kind reply. I submitted a feedback as requested.

 

Unfortunately, I do not have a different phone to test.

 

Kind regards

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#3
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Re:Sound issue when downloading videos from the cloud
2024-06-04 09:15:33

  @-c-h-r-i-s- 

Hi,
Thank you for the update. I have found the case(ticket ID: TAID2406000315) and escalated it to the tech team, they will contact you to continue troubleshooting it.
Best Regards

>> What to do if the Detection feature is not working on the TP-Link Camera. >> Enhance Video Clarity: Troubleshooting Tips for Improving Camera Video Quality. >> General questions about the TP-Link camera's Pan & Tilt feature.
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#4
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