Tapo C500 Camera Getting Offline Frequently

Tapo C500 Camera Getting Offline Frequently

38 Reply
Re:Tapo C500 Camera Getting Offline Frequently
2024-09-05 09:13:46

  @NiladriSR 

Hi,
Thank you for the information shared. I have escalated your case to the tech team, and they will contact you via email to troubleshoot the issue. Please wait patiently.
Best Regards

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#12
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Re:Tapo C500 Camera Getting Offline Frequently
2024-09-10 18:30:36 - last edited 2024-09-11 03:08:05

@Solla-topee 

I am facing the exact same issue with 2 C500 cameras Firmware version 1.1.4 Build 240506 Rel. 39487n506 Rel. 39487n. The RSSI value for both the cameras is -60 and -39 respectively. 

 

To answer the questions asked of @NiladriSR 

 

1. What's the model number of your wireless router?

It's a JioFiber WiFi router JCOW411

 

2. Please send me(@Solla-topee) the MAC address of your camera via a private message.

I have sent you details of four camera.

  • Two C500 I am having problem with. I have updated to latest firmware 1.1.4
  • One C210 not facing any issue so far. I have updated to latest firmware 1.3.11

 

3. What's the LED status on the camera when it loses connection?

When those two C500 camera goes offline the LED become RED.

 

4. You can try to change the DNS server to 8.8.8.8 and 8.8.4.4 on your router, or connect the camera to the router's guest network, then check if it will work better.

I have connected to the routers guest network but no luck.

 

 

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#13
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Re:Tapo C500 Camera Getting Offline Frequently
2024-09-11 06:46:22

  @Pali-Madra 

Hi,
1. How often does the issue occur?

2. How do you recover the Tapo C500's connection after the problem occurs?

3. Do you have another router or AP for the Tapo C500 to connect to have a comparison?

Best Regards

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#14
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Re:Tapo C500 Camera Getting Offline Frequently
2024-09-11 07:36:31

  @Solla-topee 

 

Thank you for the reply. The answer to your questions below

 

1. How often does the issue occur?
Though it does no happen at regular intervals but on an average the camera goes offline within 24 hours restarting it by disconnecting power. 

 

2. How do you recover the Tapo C500's connection after the problem occurs?

 

I recover by disconnecting the power supply to the cameras.
 

3. Do you have another router or AP for the Tapo C500 to connect to have a comparison?

 

I have tried to  connect one of the camera to the hotspot on my phone but the problem persisted.

 

 

Thanks and Best Regards

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#15
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Re:Tapo C500 Camera Getting Offline Frequently
2024-09-11 11:03:00

  @Solla-topee , I too have a same problem my C510W, keep going offline for every 4 hours. Restarting remotely with tplink smart plug.

Firmware version is : 1.2.2 build 240517 Rel.42283n.

 

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#16
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Re:Tapo C500 Camera Getting Offline Frequently
2024-09-12 06:43:25

  @Pali-Madra 

Hi,
If an SD card is inserted into the camera, please refer to the instructions below to collect the camera log for further analysis.
How to get the log of Tapo Camera
Best Regards

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#17
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Re:Tapo C500 Camera Getting Offline Frequently
2024-09-12 06:47:44

  @bhaskar-b_85 

Hi,
This is another story with the Tapo C510W. If you are willing to troubleshoot your issue, please provide more information about the problem by referring to the instructions here.
Please also check the RSSI value of the camera on its Device Settings > Device Info page by tapping the Wi-Fi icon when the camera is working.
Best Regards

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#18
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Re:Tapo C500 Camera Getting Offline Frequently
2024-09-13 11:57:48

  @Solla-topee 

 

I have turned on the diagnostics. Will get the log when the camera goes offline and will share the log file with you.

 

Thanks

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#19
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Re:Tapo C500 Camera Getting Offline Frequently
2024-09-13 14:12:50

  @Solla-topee 

 

I have to the diagnostic log file. The camera went offline one and the log file should have the error. Should I attach it here or DM you the file?

 

Should I continue the diagnostic logging?

 

Thanks,

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#20
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Re:Tapo C500 Camera Getting Offline Frequently
2024-09-14 08:17:49

  @Solla-topee 

 

I have sent the link to the file via DM to you. Please check.

 

Thanks

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#21
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