Lost recordings
My camera appears to have "lost" all recordings. Live view works fine and the Recordings menu shows all previous events along with the thumbnails. However, select any on of them just return a message saying "No recordings"
All recordings are saved to internal SD card, Loop recording is "On".
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Hi,
Please confirm the following information for the reported issue.
1. Go to the Tapo app > Camera's Device Settings > Device Info page, tap the Wi-Fi icon to see the RSSI value, and send the value to us.
2. Ensure the Tapo app is up to date. You can uninstall the Tapo app and reinstall the latest version for a try.
3. Do you experience issues when watching the camera's video recordings when your phone is connected to the same Wi-Fi network as the camera? Or do you have the problem only when your phone and the camera are on different networks?
4. Turn off any active VPN connections on your phone if there is one.
5. Try a different phone if you have one.
6. What's the SD card's model number and capacity? Can you watch the video recordings on your PC when the SD card is connected to your PC via an SD card adapter?
Best Regards
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Hi,
Please confirm the following information for the reported issue.
1. Go to the Tapo app > Camera's Device Settings > Device Info page, tap the Wi-Fi icon to see the RSSI value, and send the value to us.
2. Ensure the Tapo app is up to date. You can uninstall the Tapo app and reinstall the latest version for a try.
3. Do you experience issues when watching the camera's video recordings when your phone is connected to the same Wi-Fi network as the camera? Or do you have the problem only when your phone and the camera are on different networks?
4. Turn off any active VPN connections on your phone if there is one.
5. Try a different phone if you have one.
6. What's the SD card's model number and capacity? Can you watch the video recordings on your PC when the SD card is connected to your PC via an SD card adapter?
Best Regards
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I had the same issue today, no sure where history logs, recording and notifications have gone for all cameras before an hour ago. Seems to be the same settings.
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Hi,
You can try rebooting your camera and see if that helps. If the problem persists, please confirm the information in this post.
Best Regards
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Solved. Sorry this was my fault. It is new to me and the events were filtered by month and it was the first change of month with this installation. Huge relief to see its all there and reliable for record. Thankyou for your help!
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@UKrambler It's glad to hear that your camera is working fine.
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HI. Thanks for your attention. Answers as follows: -
1. RSSI = -39
2. App is up to date
3. Both on the same network
4. No VPN in use
5. Same Issue is apparent on 2 phones and an iPAD
6. Card details : -
Kingston SDXC
64Gb
SDC10G2/64GB
N0427-13.A00LF
27.1 Gb free of 58.2
All videos on the card are viewable when the card is inserted into an adaptor on a PC
I have noticed that there are far more snaphots than videos stored?
I have also downloaded a Diagnostics log if required and will Re-format the card now so that it is useable again.
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Hi,
You can try formatting the SD card and then check if the same phenomenon appears in the Tapo app. If so, on your iPhone or iPad, please refer to the instructions to collect the app log and send it to us. Please also collect the camera log and send it to us for further analysis.
How to get the log of the Tapo app
How to get the log of Tapo Camera
Best Regards
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Something similar has happened previously in that the camera would not record new events. However on that occasion previous events were still accessible and playable in the app. I formatted the card in the camera which then allowed it to perform as expected.
I have formatted the card again and all is now working as expected. I appear to be unable to attach the "Diagnose.log" file here, I get a warning message "Failed to upload" Please advise how to send it to you.
Regards.
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Hi,
Since formatting the SD card resolves the reported case, it's suggested to keep monitoring the camera for some time. If the problem remains, please refer to the instructions in this post to collect the new app log and camera log for analysis.
Please also check if the SD card is full on the camera's Device Settings > Storage & Recording > Local Storage page when you encounter the reported phenomenon.
I'll then escalate your case to our tech team, and they'll contact you via email. You can then send the camera log to them via email.
Best Regards
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