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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hi Thanks. I temporarily created a wifi hotspot with the same SSID as main AP and got one of C500 to automatically attach to that. the version 1.1.3 was received and updated. But while previously no updates were being shown with the AP wifi. And indeed i realized that both C500 (one with 1.1.2 and another with 1.1.3) are online in the tapo app when checking on the same AP's WIFI, meaning the app sees them as online when connected locally via WIFI but not from outside when not connected to the AP Wifi.
I tried removing the AP from inbetween and connect the C500 directly to ISP modem WIFI, but exactly same behavior. This leads me to believe that there is something blocking the C500 connection to the tapo cloud at ISP modem level. This is not the behavior of the C210 which is always online.
I am trying to check firewall settings on the ISP modem and if any ports are being blocked etc., but i cant find anything meaningful. Can you suggest anything else that i can check?
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Hi,
You may check if there are special settings, such as MAC Filtering, Access Control, and Parental Control, on the router that block the Tapo C500 from connecting to our cloud server.
Best Regards
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Hi @Solla-topee
I purchased Tapo C500 more than a year back and it has been working fine without any issues.But, post the recent firmware update (version 1.3.5) it started frequently going offline around once a week and need to be power cycled manually to be online again. I have tried resetting it and there are no change in the network side as well, everything remains the same and the connection is strong and stable. Could you kindly help to rollback to previous version or push a new firware to resolve the issue please. Thanks.
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Hi,
You can enable the Auto Reboot option on the camera's Device Settings > Reboot Camera page and check if it helps.
Best Regards
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Thanks for your suggestion. The auto reboot feature has already been enabled and it is rebooting on a daily basis. But unfortunately, that doesn't seem to help.
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Hi,
For the offline behavior, please provide more detailed information.
1. What's the model number of your router? Is the C500 connected to your router's Wi-Fi directly, rather than an AP/RE?
2. When the camera is working, go to its Device Settings > Device Info page, tap the Wi-Fi icon, and check the RSSI value.
3. When the camera is offline, what's the LED status on it, such as solid red, flashing red, etc.?
4. What's the MAC address of the camera? You can send it to me (@Solla-topee) via a private message.
5. 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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