KC100 won't play back clips, shows an X in the thumbnail

Re:KC100 won't play back clips, shows an X in the thumbnail
2021-09-19 07:03:49

@Idaho yes I am trial period of subscription finished and now I'm paying and the recordings don't work!!! PLEASE EXPLAIN KASA 

0
0
#12
Options
Re:KC100 won't play back clips, shows an X in the thumbnail
2021-09-24 12:06:19 - last edited 2021-09-24 12:06:31

 Hello@Kelli18We are so sorry to hear what happen to your mom and I hope she gets well soon. I will try our best on your case and here are tips that worth a try.

You could tap the clip and see if the video is available.   Try to end the Kasa app process, reopen the app and see the clip are accessible.

The ' X' could mean some issues happen when the clip uploaded to cloud and that make it irretrievable.

If same issue persists, please help confirm some case details in my post below, thank you. 

 

 

0
0
#13
Options
[Troubleshooting] Kasa Camera won't play clips, shows an X in the thumbnail-Solution
2021-09-24 12:25:01 - last edited 3 weeks ago

Hello everyone,

If you met similar issue that the video clips are not accessible with 'X' on Kasa Camera , try some basic suggestions in this FAQ

What should I do if I fail to view the video clips of my Kasa Cam?

  • Turn off the Kasa App and launch again, then check if you can view the clips.
  • Try to restart the Kasa Cam

 

If still the same issue, please email to' support.forum@tp-link.com '  with title "[Forum ID 176456] Kasa Model + Case Detail" and help provide some details here, we will have a specialist to help look into the concern further.

 

  1.  MAC address of camera 
  2.  the TP-Link ID (email account)
  3.  the exact time or period when the clip shows “X”, the screenshot will be needed for further analysis
  4. the Error message when  you try to view the video clips, and  attach a photo of the error

 

For any urgent help, please reach our local hotline support here: https://www.tp-link.com/support/contact-technical-support/

 

 * I will be marking this post as the 'solution' to this topic  in order for users to find this information easily and to then provide additional feedback, thank you for your understanding~

Recommended Solution
0
0
#14
Options
Re:KC100 won't play back clips, shows an X in the thumbnail
2021-09-25 20:20:35

@Solla-topee  I have tried all the suggestions you said and still no luck. It seems very odd once my trial period ended and I now pay for the subscription there are many times within a day that the footage is unavailable as it didn't upload correctly. I see other people have had the same issue and feel you guys need to investigate further as it seems to be something with your cloud storage. Absolutely had no issues at all until I had to start paying. VERY ODD.  If this doesn't get resolved soon I will be making a review on all social media platforms and Google NOT to purchase your product. I hope you can get this sorted very soon as I am losing my patience with the issues. We purchased it for security and protection and the function of the camera does not work. This is NOT FIT DOR PURPOSE and I want my money back one for the subscription I now pay monthly that only have recordings upload and 2 for the camera as is is a lemon.  Seems strange many are having the same issues so please go back and look at your cloud. 

0
0
#15
Options
Re:KC100 won't play back clips, shows an X in the thumbnail
2021-09-26 07:16:33

Hello@Kelli18,thank you very much also for providing some details. 

We didn't receive any incident with our cloud recently ,and you could lean more about the current status of TP-Link cloud-service on our website here: 
https://www.tp-link.com/support/cloud-service-status/

To better assistant with your case, we would like to have a specialist look into this further via email. Please check your mailbox later,  thank you!

0
0
#16
Options