Black screen Tapo care playback
Black screen Tapo care playback
Black screen on the Tapo cloud playback. The as card can play back. Reset camera and wifi and updated Apple phone. Nothing works. Please advise c310
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Hi All,
Please try to force close the Tapo app on your phone and then reopen it, or reboot your phone, and then check if you can watch the cloud video clips on your Tapo app.
Best Regards
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@ScottishSuzy I have the same issue, started yesterday and it is still happening.
Tapo C210, using Tapo Care.
Did the resetting things etc, even reformatted SD card thinking that was the issue...and then I realised that Tapo Care is storing the images on the TP-Link cloud.
Checked and I can view the short video clips captured from the SD card, but not from the cloud.
So I assume the issue is with their Cloud.
If they don't fix it soon it is not worth subscribing to Tapo care.
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Same here with a c200
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Hi All,
1. What's the model number and OS version of your phone? What's the Tapo app version?
Please update the Tapo app to the latest one and check if it helps.
2. Can you send us a picture of the black screen on the Tapo app when playing the cloud video clips?
Best Regards
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@Solla-topee
Hi,
Requested info:-
iPhone SE MMXH3X/A iOS 18.0.1
iPad Air (3rd Gen) MUUJ2X/A iOS 18.0.1
Tapo C210 Firmware 1.3.11 Build 231115 Rel.855532n(4555)
Tapo App Version 3.7.106
Screen shot:-
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Hi,
If you have an Android phone, please check if you can stream the cloud video clips on it successfully.
On your iPhone/iPad, please reproduce the problem on the Tapo app, go to Me >Support Center >select your camera's model > go to its support page > Recording > tap one of the FAQs >scroll down to the bottom > Contact Technical Support > Email Support > Recording issue > type forum ID 710344 + your nickname > check the Add App Logs and Add Device Logs > Tap Submit to send us the app logs for further analysis.
Please let me know if you have sent us the app logs.
Best Regards
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Thanks. Don't have an Android phone, so can't check.
Firstly, my menus were not as you described there was no "Support" in the "Me" menu that I could see. Although I could have been looking in the wrong spot! :)
But eventually got to the area to send the logs and feedback. So Logs have been sent. Subject is "Forum ID 710344 TT33GFC"
Menus were more like - me/help & feedback/Cameras/feedback/selected camera/next/
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Hi,
Thank you for the information provided. Your case has been escalated to the tech team, and they will follow up on your case via email. Please wait patiently.
Best Regards
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hi also having the same issue on iphone 13 pro max
live feed is working and sd video is working but cloud save video are black screen and doesnt play. If you download to device then it you can see the footage.
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Hi All,
Please try to force close the Tapo app on your phone and then reopen it, or reboot your phone, and then check if you can watch the cloud video clips on your Tapo app.
Best Regards
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