This Article Applies to:

Affected Region: Australia only (limited to the ISP Optus network)

All Tapo Smart Devices (cameras, plugs, Robot Vacuums...)

Phenomenon Description:

The Tapo device cannot be controlled remotely; it displays as offline during remote access. As of now, users experiencing this issue have Optus as their internet service provider.

Workaround (Temporary Solutions): 

We have identified that a recent update on the Optus network may be causing issues with the remote management of Tapo Smart Devices. We’re taking this matter very seriously and are working on a temporary solution by adjusting our cloud service connection strategies. We expect to complete the deployment of these new connection routes within the next few days. 

If you would like your Tapo devices to be prioritized for the new connection route, we suggest contacting technical support with the following information for further assistance.
    1. The Tapo device’s MAC address.
    2. ISP information.

Simultaneously, we are actively engaging with Optus to explore a long-term solution. If there are any updates regarding the reported phenomenon, we will update this thread accordingly.

Thank you for your patience and understanding.

More Articles:

Manual Alarm: Activate the Tapo Camera Alarm with One Tap
Smart Home: Introduction to Common Smart Action Scenarios for Tapo Cameras
Local Storage Guide for Tapo Cameras: How to Properly Choose and Use a microSD Card