Losing sound after some time
Losing sound after some time
I have an issue with the 2 tapo c225 cameras I use as baby monitors, they both lose sound when streaming after some time like hour or two or sometimes three etc it's random.
This is while my iPad and cameras are on the same wifi network so they use local streaming.
Newest firmware.
Newest app version from App Store.
Both cameras are also connected to homekit and the issue happens also there.
Due to privacy I do block internet access for these cameras but I also tested unblocking it with no noticeable difference.
Please investigate since they become useless as baby monitors if sound stops working.
My wife blames me because I picked them, I like tplink products but this situation makes me reconsider my stance. :/
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Update: Together with support team we managed to find the solution and I tested it on beta app, the fix should be rolled out in to prod app soon.
So happy
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Hi,
Thank you for your support of our product. Please confirm the following information for the reported issue for further analysis.
1. Do you watch the camera's live feed continuously on the Tapo app and then the issue occurs?
2. Is the problem that you can't hear the sound from the camera, or is there no sound on the camera when you speak to it via the Tapo app?
3. How do you recover the sound? For example, exit the camera's live feed and re-open it, reboot the camera, or do something else.
Best Regards
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1. Yes we let the camera feed on during the night when we go sleep, to watch our two children (1yo and 3.5yo)
2. The sound coming FROM camera in the room, in the live feed, stops, our 1yo cries until we notice the faint cry coming from their room ourselves (my wife trained herself to notice this, breaks my heart)
3. Restarting the app helps (we always restart the whole app, so dont know if only leaving feed and entering it again would help too)
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Hi,
1. What are the hardware and firmware versions of your Tapo C225? You can find the version info on the Tapo app > camera's Device Settings > Device Info page.
2. Please refer to the instructions below to collect the app log on your iPad after the issue occurs, then send us a video showing the reported issue or send us the date & time when the issue occurs.
How to get the log of Tapo app
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.
Best Regards
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@Solla-topee both cameras have the same:
Hardware: 2.0
Firmware: 1.0.12
I'll update here when the issue occurs again after I send the logs according to the guide.
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@pdu__ Thank you for your cooperation.
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@Solla-topee so apparently the issue does not happen (haven't happened yet in the past few days after disabling blocking fw rule) when I enable the internet access for the cameras. Can you maybe do some testing in your lab why this happens when internet access is blocked on the firewall ?
I use following rule:
https://i.imgur.com/pkj3jH5.png
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Hi,
I have reported your case to the relevant department for testing, but because this problem may be related to the actual usage environment, connected devices, network settings, and other factors, it may not be reproducible on our end. I'll reply on this thread if there are any updates.
If your camera is currently working OK after connecting to the internet, it is recommended to keep the current settings if you don't mind.
Best Regards
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@Solla-topee the issue happened again.
it's not possible to record the problem because when it happens I literally have to run to my baby so, anyway, idk how recording would help anyway, it's just that sound stops working
it helps to just leave live view screen and go back to it, that restores sound.
I have sent logs to support email via the app right now.
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Hi,
If you have sent the app log to the technical team, do you receive a ticket ID? Since I can't find your app log, it's appreciated if you could provide us with the ticket ID.
Best Regards
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@Solla-topee actually two, because it already happened twice
REQ-030194 and REQ-030214
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