cameras without reason go offline C510W & C310

cameras without reason go offline C510W & C310

cameras without reason go offline C510W & C310
cameras without reason go offline C510W & C310
2025-08-13 23:08:20 - last edited 2025-09-17 12:05:45
Model: Tapo C310   Tapo C510W  
Hardware Version:
Firmware Version: 1.3.3

I have four outdoor cameras that randomly disconnect for no apparent reason, one at a time. All cameras are connected to a Wi-Fi mesh network consisting of three Tplink deco X50 devices. The deco X50 devices have firmware version 1.6.7 Build 25031412 Rel. 48241.


The Wi-Fi connection ranges from a minimum of -64 (RSSI) to a maximum of -57 (RSSI), which seems excellent to me. In fact, playback is smooth and without any waiting time.

 

I notice this because when I open the app, I see that it is online, but when I try to open the stream, it immediately goes offline, and when I scan the network from my computer, I cannot find either its IP address or its MAC address.
If I physically approach the camera, I notice that it is on because I see the infrared LEDs lit up using my cell phone. 

I hypothesize that the camera has remained in night mode even though it is daytime (so the LEDs should be off) and on the C510W models, the pan-tilt with motion tracking is enabled but does not move when I am in its field of view. If I try to move it manually, the motors are free and I do not feel any resistance.

 

I don't understand what's happening.  
A few days ago, I activated log recording on the SD card, but then I don't know how to read it.

 

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Re:cameras without reason go offline C510W & C310-Solution
2025-08-14 06:58:14 - last edited 2025-09-17 12:05:45

  @Massimo74 

Hi,
For the disconnect behavior, please confirm the following information.


  1. Please describe your network diagram in detail. For example, which Deco is connected to which, and which camera is connected to which Deco's Wi-Fi.


  2. Please check the LED status on the camera when it displays offline in the Tapo app. I'm a little confused about the information you mentioned earlier. Are you saying that if the camera is working, the IR LED will not light up, but once it is offline, the IR LED will light up, even in daytime?


  3. How do you restore the connection after the camera goes offline? Such as by rebooting the camera?


  4. How often does the disconnect behavior occur?


  5. You can refer to the instructions below to collect the camera log. Then, please upload the log file to your cloud server (such as Google Drive), generate a download link, and send it to me (@Solla-topee) via a private message. Please also send me the corresponding camera's MAC address via a private message. You can find its MAC address on the Device Settings > Device Info page when it's working.
How to get the log of Tapo Camera
 

Regarding the Tapo C510W, do you mean that if it is working, its Motion Tracking function is also effective, but once it is offline, its Motion Tracking function is no longer effective?

Best Regards

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Re:cameras without reason go offline C510W & C310-Solution
2025-08-14 06:58:14 - last edited 2025-09-17 12:05:45

  @Massimo74 

Hi,
For the disconnect behavior, please confirm the following information.


  1. Please describe your network diagram in detail. For example, which Deco is connected to which, and which camera is connected to which Deco's Wi-Fi.


  2. Please check the LED status on the camera when it displays offline in the Tapo app. I'm a little confused about the information you mentioned earlier. Are you saying that if the camera is working, the IR LED will not light up, but once it is offline, the IR LED will light up, even in daytime?


  3. How do you restore the connection after the camera goes offline? Such as by rebooting the camera?


  4. How often does the disconnect behavior occur?


  5. You can refer to the instructions below to collect the camera log. Then, please upload the log file to your cloud server (such as Google Drive), generate a download link, and send it to me (@Solla-topee) via a private message. Please also send me the corresponding camera's MAC address via a private message. You can find its MAC address on the Device Settings > Device Info page when it's working.
How to get the log of Tapo Camera
 

Regarding the Tapo C510W, do you mean that if it is working, its Motion Tracking function is also effective, but once it is offline, its Motion Tracking function is no longer effective?

Best Regards

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