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C210 going offline (still) [UNRESOLVED]

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C210 going offline (still) [UNRESOLVED]

This thread has been locked for further replies. You can start a new thread to share your ideas or ask questions.
C210 going offline (still) [UNRESOLVED]
C210 going offline (still) [UNRESOLVED]
2025-04-06 18:28:06 - last edited 2025-04-10 04:57:00
Tags: #Device Connectivity
Model: Tapo C210  
Hardware Version: V2
Firmware Version: 1.4.5

UPDATE: It looks like the camera in question is broken somehow.  If you experience this issue, there's a decent chance it's not you!  Read on for details...

 

I have three C210's, all purchased at the same time (got them on March 26 - about 1.5 week ago).  Two of the cameras work flawlessly, but one goes offline regularly (it usually won't stay online more than 1-2 days).  Before anyone copy/pastes the "check your wifi" message, here are some troubleshooting facts:

 

1. All three cameras are connected to the same network.

2. All three cameras are connected to the same access point.

3. All three cameras are using a static IP address.

4. The camera that has the issue has a strong connection to the access point.

5. The camera that has the issue is physically closest camera to the access point.

6. The camera that has the issue has line-of-sight to the access point (there are no walls or anything in the way).

6b. Side note, of the other two cameras that are working, one has line-of-sight, but is farther away, and the other one is in a different room, and the signal has to go through two walls - but still no issues with it.)

7. When the bad camera crashes, it has the solid orange status light, which means "has wifi, but no internet."  This makes no sense, since if the internet was down, all three cameras would be affected.

 

The diagnostic file was corrupted (probably because the camera crashed), but I was able to recover some of the last lines in the file.  The camera works at first, but after a while, it looks like something happens and it can't phone home, then it crashes.  (I had to change the domain names below so this would post.)

 

<4>2025-04-06 10:16:38[tpssl][85915.199]domain:use1-device-cloudgateway(dot)iot(dot)i(dot)tplinknbu(dot)com idle --> dns query.

<4>2025-04-06 10:16:43[tpssl][85920.208]domain: use1-device-cloudgateway(dot)iot(dot)i(dot)tplinknbu(dot)com DNS failed, error_type: 1006.

<2>2025-04-06 10:16:43[CloudIot]MQTT conn err: 1006.

<2>2025-04-06 10:16:43[CloudIot]MQTT event 4 err, stas 0

<4>2025-04-06 10:16:53[tpssl][85930.209]domain:use1-device-cloudgateway(dot)iot(dot)i(dot)tplinknbu(dot)com idle --> dns query.

<4>2025-04-06 10:16:53[STM]event(1743959342->1743959810) seq(564) file_id(146) entry_id(0)

<4>2025-04-06 10:16:53[STM]sync index

<4>2025-04-06 10:16:53[STM]StgMod_Write time_cost(3112ms) ret(0) new(0) v_gop(230KB) a_gop(15KB)

<4>2025-04-06 10:16:58[tpssl][85935.221]domain: use1-device-cloudgateway(dot)iot(dot)i(dot)tplinknbu(dot)com DNS failed, error_type: 1006.

<2>2025-04-06 10:16:58[CloudIot]MQTT conn err: 1006.

<2>2025-04-06 10:16:58[CloudIot]MQTT event 4 err, stas 0

 

Thanks for any help anyone can offer. Hopefully I don't just have a bad unit.

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#1
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9 Reply
Re:C210 going offline (still)
2025-04-08 08:55:51

  @PaulTGG 

Hi, 
Thank you for the information provided and please confirm the following information for analysis.
  1. What's the model number of your router? Please describe your network diagram, for example, internet cable--Wi-Fi router--AP )))((( Tapo cameras. 
If so, do the router and the AP have the same Wi-Fi name and password? Is it possible for the problematic camera to connect to the Wi-Fi router?
  
  2. You can try to change the DNS server on your router to 8.8.8.8 and 8.8.4.4, then check if it helps.
  
  3. How do you recover the camera's connection after the problem happens?

 

  4. Please try to swap the locations of the problematic camera and a working Tapo C210, then check if the same issue occurs on the same location or the same camera.

 

Best Regards

>> What to do if the Detection feature is not working on the TP-Link Camera. >> Enhance Video Clarity: Troubleshooting Tips for Improving Camera Video Quality. >> General questions about the TP-Link camera's Pan & Tilt feature.
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#2
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Re:C210 going offline (still)
2025-04-09 02:34:46

  @Solla-topee 

1. There's no wifi router, just the AP that plug directly into the wired router.  (Turns out, it's also a TP-Link AP...)

2. Switching to Google's DNS servers won't help, since it's clearly not a DNS issue, or else all three cameras would be affected (again, same model, same version, same firmware).

3. Only way to get access to the camera after a crash is to unplug the power, and plug it back in, since the camera won't respond to the app.

4. It's a long shot, but not a bad idea, in case there's some small chance it's down to interference.  The camera has been stable for the past day or so, so if it crashes again, I'll try that and report back.

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#3
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Re:C210 going offline (still)
2025-04-09 09:33:25

  @PaulTGG Thank you for your attempt, and please feel free to reply if there are any updates.

>> What to do if the Detection feature is not working on the TP-Link Camera. >> Enhance Video Clarity: Troubleshooting Tips for Improving Camera Video Quality. >> General questions about the TP-Link camera's Pan & Tilt feature.
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#4
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Re:C210 going offline (still)
2025-04-10 04:55:19

  @Solla-topee 

I tried swapping camera locations, but it didn't change the issue.  I'm going to assume I have a bad unit, and replace it with something else.

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#5
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Re:C210 going offline (still)
2025-04-10 09:39:18

  @PaulTGG 

Hi,
If you are willing to continue troubleshooting the offline issue, please refer to the instructions below to collect the camera log, and let me know if you have collected it.
How to get the log of Tapo Camera

You can also contact your retailer or our local team to check if the camera is under warranty.

Best Regards

>> What to do if the Detection feature is not working on the TP-Link Camera. >> Enhance Video Clarity: Troubleshooting Tips for Improving Camera Video Quality. >> General questions about the TP-Link camera's Pan & Tilt feature.
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#6
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Re:C210 going offline (still)
2025-04-11 04:48:45

  @Solla-topee Thanks, but as I mentioned in the update to my first post, the camera is crashing, which means the log file ended up being corrupted.  The only way I was able to get those lines out of the log file was to upload the file to some website somewhere, which was able to at least show me the last handful of lines in the file, although it wasn't able to show me the entire thing.  In cases like this, there's nothing to do but replace the camera.

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#7
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Re:C210 going offline (still)
2025-04-11 07:08:29

  @PaulTGG 

Hi,
1. The problematic camera has a solid amber light when the issue occurs, it may be the router has some special settings for this camera only, such as parental control, access control, firewall rules, etc. If so, you can remove these settings for a try.

 

2. When you issue happens, have you tried to ping the camera's IP address on your phone/PC connected to the same Wi-Fi network as the camera to confirm if the camera will respond to the ping command? 

 

3. Usually, if you refer to the following instructions to collect the camera log, the log will be stored on the SD card even after the camera is rebooted.
How to get the log of Tapo Camera
 

4.In this case, if you are unable to ping the camera when the issue happens and you double-confirmed that the camera log file is corrupted, you can contact your retailer or our local team to check if the camera is under warranty.
 

Best Regards

>> What to do if the Detection feature is not working on the TP-Link Camera. >> Enhance Video Clarity: Troubleshooting Tips for Improving Camera Video Quality. >> General questions about the TP-Link camera's Pan & Tilt feature.
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#8
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Re:C210 going offline (still)
2025-04-12 03:00:20

  @Solla-topee 

1. There's no specific network setup for any of the three cameras.

2. The camera is crashing, so when it experiences the problem, it does not respond to ping.

3. Again, it's crashing, so there's no guarantee the log file will be salvagable.

4. I'm definitely going to be returning it, and I'll try again with a different unit.

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#9
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Re:C210 going offline (still)
2025-04-14 07:01:56

  @PaulTGG 

Hi,
Thank you for your cooperation and support of our product, and hope you can enjoy the internet with the new camera.
Best Regards

>> What to do if the Detection feature is not working on the TP-Link Camera. >> Enhance Video Clarity: Troubleshooting Tips for Improving Camera Video Quality. >> General questions about the TP-Link camera's Pan & Tilt feature.
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#10
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