Tapo C225 freezing
Tapo C225 freezing
Hello,
I have 2 tapo C225 and they started freezing and needing to be physically power-off for them to get back online. Looking at the tapo app, the camera would randomly show offline. Looking at my blueiris AVR, the camera become offline but on my wifi controler, the camera is still online.
At the camera itself, it is clearly frozen. It doesn't toggle from night and day mode anymore or do any of the smart feature like follow people.
I have one right now that is dead and waiting to be rebooted (waiting to see if you want me to do something with it before I reboot it). On my other one, I just enabled diagnostics in hopping it will help.
This happen randomly. I lost both camera during my 3 weeks trips 2 days after my trip started, wasn't happy to be blind.
Thank you
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Hi,
You can refer to the instructions below to troubleshoot the reported case.
What should I do if my Tapo smart device keeps losing connection or going offline?
Please confirm the following information if the problem remains.
1. Please confirm the troubleshooting you did and the results.
2. If the camera has an SD card inserted, please collect the camera log.
How to get the log of Tapo Camera?
3. Send me(@Solla-topee) the MAC address of the camera via a private message.
Best Regards
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@Solla-topee Hello, I got the log file. Sending the mac through PM.
My router isn't the problem (Unifi network). I can see the device still connected to the AP and even transmitting, but the device itself is frozen.
When the freezing occur, the camera is offline in my tapo apps and my NVR doesn't have a signal.
Weird thing, just looked at my recording and the device was frozen on august 21 at 9:21AM and came back online august 24 4:14PM. At both time, there was nobody home to "touch" the camera. Diagnostic log does show this.
As of right now, I've lost again my other camera.
I'm unable to post the log on the forum, it says failed to upload
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Hi,
Thank you for the MAC address info.
1. What's the RSSI value and IP address on the camera's Device Settings>Device Info page when it's working?
2. Can you ping the camera's IP address when the problem occurs and when your laptop/PC is connected to the same Wi-Fi as the camera?
3. Whether the Auto Reboot feature on the camera's Device Settings>Reboot camera page help to improve this situation?
Best Regards
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@Solla-topee Hello,
Sending you info #1 on pm.
I can ping the camera fine when it's not frozen. I in fact have a monitoring system that alert me when the camera is down by doing a ping on the camera.
I did enable auto reboot but it's too soon to know if it helped right now
thank you
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Hi,
You can test for some time and reply to us if there are any updates.
Best Regards
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@Solla-topee Hello, the camera just froze again with auto-reboot enable.
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Hi,
I have escalated your case to the tech team, and they will contact you via email to continue troubleshooting the issue. Please wait patiently.
Best Regards
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Hi,
I have the same problem and would appreciate it if you shared the solution. Have done all the same troubleshooting etc. without any luck.
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Hi,
Have you gotten a solution to this issue yet? I have the same problem and would appreciate it if you shared the solution when you find out.
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Hi,
You can refer to the instructions to troubleshoot if your camera keeps going offline.
What should I do if my Tapo smart device keeps losing connection or going offline?
If the problem remains and you are willing to continue troubleshooting the case, please confirm:
1. Your detailed problem phenomenon.
2. The troubleshooting you did and the results.
3. The LED status on the camera when it goes offline.
Best Regards
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