Tapo C500 Camera Getting Offline Frequently
Recently I bought a few home CCTV cameras including C200 and C500.
Before mounting them to desired places I have placed them in a common place side by side to test them for a few days.
The C500 cameras are getting offline frequently while C200 cameras are very stable. All are placed in the same place side by side.
C200 camera version is 3.0 and Firmware version is 1.3.14
Initially I thought that my home WiFi router might have some issue.
After monitoring for the last two weeks I realize that my home WiFi router has no issue and it is working perfectly fine for other devices.
Next I have disconnected all the other devices except the Tapo cameras from my home WiFi router. The issue still persists.
Everytime it gets offline I have to power cycle the Tapo C500 Cameras manually and within a minute they are getting online.
Initially those Tapo 500 cameras were getting offline after 15-16hrs, now they are getting offline within 5-6hrs since the last power cycle.
I tried to get support from Live-Chat-Support but this URL seems to be a chatbot and no use for me.
If anyone has faced this problem before let me know how you have fixed this.
I have update the Firmware in all the Tapo camera. 1.1.4
I have observed that the signal strength in all the camera shows -39 to -42 different times of the day.
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@Solla-topee not sure what you are wanting me to confirm, I am having the exact same issue as everyone else. Camera looses wifi connection. Firmware version 1.1.4.
LED is red when this happens.
My router dns is already pointing to 1.1.1.1 as primary and 8.8.8.8 as secondary.
There are so many people on these forums with the exact same issue. Please can you sort this out asap.
It's not my wifi as my C200 camera stays connected without any issues. C500 and C200 are the exact same distance aways from the router.
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Hi,
We are trying to locate and solve the problem, and we also need more actual cases to help analyze the problem. For your case, please confirm the frequency of the disconnect problem occur and send me(@Solla-topee) the MAC address of the Tapo C500 via private message. I will forward your case to the tech team for further analysis.
Best Regards
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@Solla-topee Almost every second day i have to unplug and re plug it in to do a hard reboot. i have also setup the automatic reboot in the hopes that it would help, but it doesn't. I even have a cheap non brand WiFi Camera in our back room that is further away from the router and receives significantly worse WiFi signal, but that stays connected all the time.
I have sent you a private message with the MAC address.
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Hi,
I have escalated your case to the tech team, they will follow up on your case via email, please check your email box and confirm.
Best Regards
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Having the same issue. Had previously thought it might be router / AP but have just changed both with no improvement for C500.
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Hi,
Please confirm the information on this post for further analysis.
Best Regards
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Please help confirm the following information if the problem remains.
1. What's the model number of your wireless router?
Tp-Link - Deco M5
2. Please send me(@Solla-topee) the MAC address of your camera via a private message.
Will do
3. What's the LED status on the camera when it loses connection?
Solid green - it still detects motion & tracks when offline.
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.
Not at this stage.
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Hi,
1. How often does the issue happens? How do you recover the connection? By rebooting the camera?
2. Please collect the camera log refer to the instructions below.
How to get the log of Tapo Camera
Best Regards
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@Pali-Madra, @bhaskar-b_85, @Mask512, @Hnm, @Brendtw, @Four_Four,
I have received following beta firmware updates from TP-Link
1.1.4 Build 241009 Rel.59395n: Solves the automatic offline issue
1.3.1 Build 240820 Rel.71705n: Doesn't solve the automatic offline issue
1.3.1 Build 241030 Rel.54322n: Solves the automatic offline issue (currently I am using this)
In case anyone want to refer, my TP-Link-Support number is TKID240910768
Thanks
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Thanks for your continued persistence regarding this matter.
I'm having this issue for a few months now with the 240820 firmware. The C500 is constantly offline daily, to the point that it is basically useless.
I've messaged the folks here on the forums and in private messages but no solution has been found.
I'm somewhat hopeful, reading your luck with the newest firmware, that a final solution may be forthcoming.
Thanks again!
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