Tapo C325wb won't allow me to stream in 2k

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Tapo C325wb won't allow me to stream in 2k

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Tapo C325wb won't allow me to stream in 2k
Tapo C325wb won't allow me to stream in 2k
2023-10-02 19:07:08
Model: Tapo C325WB  
Hardware Version: V1
Firmware Version: 1.0.10

da02c4f3f6884ff3bca4c8830d0e9d04

 

 

 

 

This is the error when I try to change resolution using the TAPO app on Android Version 3.0.083

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#1
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Re:Tapo C325wb won't allow me to stream in 2k
2023-10-03 22:27:48

Hey  @JasonAS,

First a few questions:

Have you shared this device with another user,  are you using the RTSP connection, or are you recording to your SD Card?

Are you trying to view the stream locally, or when connected to your mobile network?

 

Do you see this error when attempting to view the camera from another device? It may be a limitation of your app install rather than the camera.

 

I believe that the C325WB recently or is about to receive a firmware update, so make sure that you have checked for any available firmware updates to the camera.

 

I would also recommend providing your feedback on the behavior directly in the Tapo App's Help and Feedback section, as this will go straight to our teams for review.

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Re:Tapo C325wb won't allow me to stream in 2k
2023-10-03 23:17:04

  @Riley_S 

no, I'm not sharing.

I listed my firmware.

It worked when I first got my cameras, but now it does not.

I can set it manually in settings to 2k, but then it still only streams in 720p and I get the error shown in the image.

Its wired, not wifi

Maybe something is wrong with the firmware.

Or version 3 of the app.

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Re:Tapo C325wb won't allow me to stream in 2k
2023-10-04 21:56:59

  @Riley_S 

Ok, so I installed the Tapo app, same version on a different phone and it works.  Uninstalling and reinstalling the app on the original phone did NOT fix it though.

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Re:Tapo C325wb won't allow me to stream in 2k
2023-10-04 23:28:25

  @JasonAS,

Thanks for all the additional information, I have brought this to our team to take a look at.

 

What model of phone are you seeing the behavior with, and what is the OS version of the device?

 

Also, Did you happen to have any differences in how the two phones are connected to your Wi-Fi? Such as one using a guest network?

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Re:Tapo C325wb won't allow me to stream in 2k
2023-10-04 23:49:44

  @Riley_S 

Fully updated Samsung S20FE Android 13.

Everything else is the same.

I had the latest version 2 App installed and then updated to V3.

Are there any log files That I could provide?

 

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Re:Tapo C325wb won't allow me to stream in 2k
2023-10-05 20:58:45

  @JasonAS,

Thanks.

 

The way to gather logs is on the About Screen in the Tapo App, you tap on the logo at the top of the screen either three or ten times, depending on your OS.

You will need to see if the functionality exists in the official release, but I think it is limited to the debug apps that must be manually installed. I can provide a link to the apk if you would like to give it a try, or even see if it happens to fix the behavior even though it shouldn't effect functionality.

 

It is worth also trying to go into the app settings on your phone and clear all the caches and data through the phone's settings. It is possible that there were configuration files remaining on your phone between reinstalls. I am not positive but I have had luck using this method, along with a phone reboot, when having trouble using other apps on my phone.

 

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Re:Tapo C325wb won't allow me to stream in 2k
2023-10-05 21:20:49

  @Riley_S 

 

Sooooooo it started happening again.

I have a log file.

Where should I send it?

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#8
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Re:Tapo C325wb won't allow me to stream in 2k
2023-10-05 21:39:10 - last edited 2023-10-05 21:39:30

  @JasonAS,

That was quick, If you go through the app:

Me > Help&Feedback >  Cameras > Feedback 

 

You will be prompted to select the camera and fill out a short form where you can add your system logs via a checkbox. This will send a baseline report and logs to the team directly.

 

Keep your detailed debug log files you exported handy - our engineering team is not available right now so I haven't been able to forward your case, but they will ask you for the logs once in contact with them if they cannot determine the cause from the report.You are just a half step ahead of the game.

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Re:Tapo C325wb won't allow me to stream in 2k
2023-10-05 22:15:52

  @Riley_S Done.

 

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#10
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Re:Tapo C325wb won't allow me to stream in 2k
2023-10-12 21:30:16

  @Riley_S 

 

I found the issue.

I have an NVR that records the stream from the Cameras.  I cannot use the NVR and Tapo Care at the same time and view 2K on the app.

Is this behavior intentional?  

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#11
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