Tapo battery camera C610 Kit goes offline into Tapo App but is connected to WiFi
Hello,
I recently bought 2 Tapo cam C610 Kit, both of them appears as offline in the Tapo Android app randomly and for several hours.
They re-appear as online randomly and independently each other.
It happens both when the android smartphone is connected to the same WiFi as the cameras and when the android smartphone is connected via 4G/5G mobile network.
It happens with current firmware (1.2.1) but it was happening also with previous version (1.1.1)
The WiFi signal is good and connection is reliable: the 2 cameras appears as connected to the WiFi when checking the router's associated devices.
Hence, I understood the problem isn't with the WiFi connection rather with the Tapo app connection with the cameras.
Any suggestion?
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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 the same phenomenon persists.
1. Please go to the camera's Device Settings > Device Info page, tap the Wi-Fi icon, and check the RSSI value.
2. How often does the camera display offline in the Tapo app?
3. What's the model number of your router? Is the Tapo C610 connected to your router's Wi-Fi directly rather than an AP/RE?
Best Regards
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Hello @Solla-topee ,
> Please confirm the following information if the same phenomenon persists.
> 1. Please go to the camera's Device Settings > Device Info page, tap the Wi-Fi icon, and check the RSSI value.
I have -67 (RSSI) and -48 (RSSI) respectively
> 2. How often does the camera display offline in the Tapo app?
it's happening everyday, at different moment during the day and it lasts for several hours
cameras come back online independently from each other
> 3. What's the model number of your router? Is the Tapo C610 connected to your router's Wi-Fi directly rather than an AP/RE?
It's Vodafone Power Station SHG3000
The Tapo cameras are directly connected to the rouoter's WiFi, there're no extenders or repeaters in place
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Hi,
1. The -67 (RSSI) means the Wi-Fi signal is weak. Please move this camera closer to the router and check if it works properly.
2. What's the LED status on the camera when it displays offline in the Tapo app?
3. Are there any special settings configured on the router for the Tapo C610, such as Access Control, Firewall settings, etc.? If so, removing them for a try.
4. If the same phenomenon persists, please refer to the instructions below to collect the camera logs. Then, send me (@Solla-topee) the Tapo C610's MAC address via a private message.
How to get the log of Tapo Camera
Best Regards
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> 1. The -67 (RSSI) means the Wi-Fi signal is weak. Please move this camera closer to the router and check if it works properly.
I have a C410 camera that has a weaker signal (-75 RSSI) being far away from the router, however it never appears offline
Hence, the problem isn't about the WiFi signal
> 2. What's the LED status on the camera when it displays offline in the Tapo app?
I have disabled the status led from the app hence it appears as off
> 3. Are there any special settings configured on the router for the Tapo C610, such as Access Control, Firewall settings, etc.? If so, removing them for a try.
No special settings and anyway if that's the case then also the other cameras should be impacted instead they aren't
> 4. If the same phenomenon persists, please refer to the instructions below to collect the camera logs. Then, send me (@Solla-topee) the Tapo C610's MAC address via a private message.
I have enabled the diagnostic logging but I don't understand why I should share the MAC address?
Shouldn't I need to share the logs themselves?
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