C216 set viewpoints askew
Hi there,
I have set three different viewpoints for the camera for manual selection and for patrolling mode.
When the camera tracks movements OR when it is in patrolling mode OR when I move it manually, it leaves those viewpoints, which is normal.
However, it does not go back to the set viewpoints afterwards, whether I select them manually or it should go back to them automatically during patrols and after it has tracked a movement.
In fact, all of the set viewpoints are completely askew. (For instance viewpoint 1 is directed at the wall...)
The camera detects more or less 30 movements
a day.
It is up-to-date and has a good wireless connection.
I have rebooted it several times to no avail.
Please advise,
ML
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Hi,
If your camera's returned position deviates from the default position after tracking, you can go to the Tapo App > Camera's Device Settings > Reboot Camera page, enable the Auto Reboot feature, and check if it improves the situation.
If the camera still doesn't return to the default position after tracking, we recommend contacting the technical support team with the following information for further assistance.
1) The camera's MAC address and S/N.
2) When observing the view offset, capture a screenshot of the current Live View page. Go to the camera's Device Settings > Pan & Tilt page to tap Pan & Tilt Correction, or go to the Reboot Camera page to tap Reboot Camera. After that, take another screenshot of the Live view page. Then, please send the support team the two pictures via email.
3) How often does the issue occur? Such as once a day or several times a day.
4) Approximately how many times a day does your camera trigger detection?
5) On the camera's Device Settings > Detection page, check the enabled detection types and the sensitivity values.
Best Regards
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Hi,
Do you add the viewpoints on the camera's Live View > Pan & Tilt page and use the Patrol feature on the Pan & Tilt > Patrol page?
For the reported phenomenon that all of the set viewpoints are completely askew, do you mean that when you tap a set viewpoint, the camera will pan & tilt to a different position?
Usually, after you pan & tilt the camera to another position, the camera won't return to the set viewpoint automatically.
When you use the vertical patrol or horizontal patrol feature on the camera's Live View > Pan & Tilt > Patrol page, the camera will patrol vertically or horizontally once and then return to the position where you tapped the vertical patrol or horizontal patrol button.
When the Tapo camera has Motion Tracking enabled, the camera's position when the tracking feature is enabled is the default position. Generally, after tracking an event, the camera will return to its default position after 30 seconds if no new events are detected.
Best Regards
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There is something wrong with this model causing this. I have a 216 that does the same thing. It'll stay in position and track moving objects for a few hours, but usually by the end of the day it is no longer in the correct position. If I run the pan tilt correction it fixes the issue for another day or so before it gets out of position again.
I opened a ticket on this and they replaced the camera with a brand new one but the new one does the same thing.
I also have a c510w that does not have this problem. That one always returns to the correct position after tracking something.
I really wish they'd fix this.
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Hi,
If your camera's returned position deviates from the default position after tracking, you can go to the Tapo App > Camera's Device Settings > Reboot Camera page, enable the Auto Reboot feature, and check if it improves the situation.
If the camera still doesn't return to the default position after tracking, we recommend contacting the technical support team with the following information for further assistance.
1) The camera's MAC address and S/N.
2) When observing the view offset, capture a screenshot of the current Live View page. Go to the camera's Device Settings > Pan & Tilt page to tap Pan & Tilt Correction, or go to the Reboot Camera page to tap Reboot Camera. After that, take another screenshot of the Live view page. Then, please send the support team the two pictures via email.
3) How often does the issue occur? Such as once a day or several times a day.
4) Approximately how many times a day does your camera trigger detection?
5) On the camera's Device Settings > Detection page, check the enabled detection types and the sensitivity values.
Best Regards
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I am also seeing this with a brand new C216 I just purchased and installed. I set the marks via the pan/tilt page. Then go into Settings > Pan & Tilt > Patrol Mode and add the predefined marks w/ 3 min grace period. Then I enable Patrol Mode. I also have Motion Tracking turned on. The camera starts to pan between marks just fine, but once it starts motion tracking it cannot return to the original marks. It does return to the act of patrolling, but the view of marks is a few degrees off each time. It seems to get worse as more motion tracking happens over time.
Model: C216
HW Version: 1.0
FW Version: 1.2.1 build 250918 rel. 72588n
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Hi,
It's recommended to refer to this post for assistance.
Best Regards
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@Solla-topee Thanks, but I've tried everything already mentioned and nothing has helped. I'm not rebooting my camera everytime it happens to reset the viewpoints or once a day just to reset it. I purchased a C236 and C260 and neither of those cameras has a problem returning the the set viewpoints in patrol mode after a motion tracking event.
This is either a software or firmware bug and something your dev team could easily replicate in lab, so not sure why you are asking customers to do the testing and upload images/video of private residences.
Either way, it does not appear that you want to escalate this to engineering, so I will just return the C216 and will advise potential customers to avoid this specific model if they need the patrol mode in conjunction with motion tracking.
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Hi,
We appreciate your feedback and take your concerns seriously. Given the complexity of camera behavior in various settings and usage scenarios, we suggest contacting our technical support team (if you are in the US) with more detailed information for further assistance. The provided information will help identify and resolve the reported phenomenon.
In your situation, you can contact our technical support team to confirm whether the camera is under warranty for a replacement if you don't want to continue troubleshooting, or contact your retailer to check whether they can arrange a return.
We will also forward the reported phenomenon to the relevant team for testing and improving the camera's performance.
Best Regards
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