Brand new C100 keeps dropping connection
Hi,
I recently purchased a C100 & connected it up with no issues then updated the firmware to the latest.
But after a day or two the C100 went offline for unknown issues, so I unplugged it then powered it back up. After doing this the camera came back to life again, so I decided to enable diagnostics to see why it went offline just in case it happened again.
Its now gone offline 4 times within 48 hours of powering up. I now do have the log of the C100 but can't seem to figure out why it keeps going offline except that it looses connection to tplinknbu dot com even though it has a wifi connection.
I can upload the log if its needed. I have other Tapo cameras C200's that are working fine (with one exception which I'm intending to replace as that keeps dropping connection within a week or two lol).
There is no issues with my internet or my wifi mesh, but any help or advice would be helpful.
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Hi,
You can refer to the following instructions to troubleshoot if your camera keeps going offline.
What should I do if my Tapo smart device keeps losing connection or going offline?
Please confirm the following information if you need further assistance.
1. What's the model number of your router? Is the Tapo C100 connected to the router's Wi-Fi directly rather than an AP/RE?
2. What's the LED status on the camera when it loses connection? You can test if rebooting your router will restore the connection.
3. What's the camera's RSSI value? You can go to the camera's Device Settings > Device Info page, tap the Wi-Fi icon to find the RSSI value.
4. Please go to the camera's Device Settings > Reboot camera page, turn on the Auto Reboot feature, and check if it helps.
Best Regards
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Trouble shooting:
1, Router is working perfectly (Deco Mesh)
2, Tapo camera in the same room as the router & other devices working perfectly
3, All firmware are up to date
4, Tapo App up to date
5, Everything is optimized
6, Don't need to expand Wifi Coverage as whole house is covered with 2 Deco M9 to create a WiFi Mesh on 2.5 & 5 ghz
Confirmed following:
1, Deco M9 Plus with firmware 1.6.4 Build 20240719 rel.40539 - Yes the Tapo is connected to the router directly
2, LED is a steady Red - NOT blinking
3, -31 RSSI
4, Auto reboot was turned on on the 3rd time it lost connection.
All other devices in the house don't loose connection (except 1)
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Hi,
Confirm one more information:
When the Tapo C100 is displayed offline in the Tapo app, does it remain connected to the Deco's Wi-Fi and has an assigned IP address? You can connect your phone to the Deco's Wi-Fi and check if it can ping the camera's IP address successfully.
Best Regards
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@Solla-topee
Right I've done another test with the camera within the app, with the main WiFi router as the main connection & my Tapo hub I have as a backup wifi.
But its still gone offline today in less than 48 hours. The Deco doesn't even list the camera with it offline & the camera is showing a steady RED LED. The camera just drops the connection for no reason while all other devices are connected.
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Hi,
Below are some tips you can try on the Deco network, and please check if they are helpful in your situation.
Optimize IoT Device Stability with Mesh Networks
Best Regards
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Other devices that are older & connect to the 2.5ghz have no problems at all. Thats why I'm thinking its more an issue with the camera itself than my WiFi. Today I've disabled one feature on the C100 to see if that makes any difference, as I read on a reddit thread that someone was having the same issue but it only appeared when they were streaming on rtsp throughout the day.
But it doesnt explain what has happened within the log where the C100 just drops connection for no reason.
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Appears I'm not the only one that has had this issue:
https://community.tp-link.com/en/smart-home/forum/topic/508748
https://community.tp-link.com/en/smart-home/forum/topic/833038
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Hi,
The information currently provided is insufficient to determine the specific cause of the disconnection issue. I have escalated your case to our tech team, and they will contact you via email to further assist you. Upon receiving the email, we suggest sending the camera log to the tech team for analysis.
Best Regards
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