Tapo C520WS - Video freezes after 2 sec / Playback & Download
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This thread has been locked for further replies. You can start a new thread to share your ideas or ask questions.
Hello everyone,
I'm experiencing a bizarre issue with my 4 cameras. All of them, connected via a mix of wired (3) and WiFi (1), suddenly started exhibiting the same problem:
- Using Tapo app,when I play videos under [Playback and Download] it starts for 1-2 seconds, then freeze for 2 seconds, then fast-forward to the end.
Here are the details:
- Camera model: [Tapo C520WS]
- Connection: 3 cameras via network cable to a network switch, then to the internet router; 1 camera via WiFi
- Internet: 50Mbps download, 20Mbps upload fiber to premise (stable, no changes)
- Firmware: Updated on all cameras
- I use Tapo care saving on the could not on SD card for all of the cameras.
- Recording at 2K quality
- Restarted cameras, switch, and router multiple times
Interestingly, about 2 out of 10 videos download normally, while the rest exhibit the issue.
The cameras were working fine for at least 2 months before this sudden issue arose. I've tried troubleshooting, but I'm stumped.
Has anyone encountered a similar issue? Any suggestions or solutions would be greatly appreciated!
Thanks in advance for your help
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@MattZze Hi, the new firmware has been pushed to your camera, please update it via the Tapo app and check if it helps.
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@Solla-topee this firmware update helped fix the issue, now the video is recorded correctly and smoothly, without lags and freeze effects, thank you!
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@MattZze You are welcome~ 
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Hi, @Solla-topee.
Can you send me this version to me as well?
I have the same problem with my C520WS.
I will send the mac via private message.
Thanks in advance.
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Hi,
Thank you for the MAC address provided. Since your camera is Tapo C520WS V2, there is currently no firmware for it. Please confirm the following information for further analysis.
1. Is your camera connected to the home router's Wi-Fi directly? If so, please go to the camera's Device Settings > Device Info page, tap the Wi-Fi icon, and check the RSSI value.
2. Have you subscribed to the Tapo Care service? Do you have a problem when watching the camera's live feed or video recordings?
3. Do you have the same issue after downloading the video recordings to your phone and watching it?
Best Regards
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Hello, @Solla-topee.
1. Yes, it's connected via the WIFI. The signal is -44(RSSI).
2. I am using the trial version of Tapo Care, but I am satisfied with the service (except for this), and I think to pay every year.
The problem exists when watching video recordings.
3. Yes, the issue is still observed.
I can share some videos with you in PM if you want.
Thanks in advance.
Best regards
Z.
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Hi,
Thank you for your cooperation. It would be appreciated if you could send us the video showing the reported issue.
You can upload the video to your cloud server(such as Google Drive), generate a link to download it, and send me(@Solla-topee) the link via a private message.
Please connect the camera to your router by an ethernet cable if possible and check if it helps.
Best Regards
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Hi,
I have escalated your case to our tech team, and they will contact you via email to further assist you. Please wait patiently.
Btw, you can reply with the test result to the email after you test with the ethernet cable.
Best Regards
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