Unable to download clips. Your phone is not connected to the same network as your Tapo device
Unable to download clips. Your phone is not connected to the same network as your Tapo device
I saw an old post thats almost a year old with no answers, so I'm starting a new thread.
I have 3 C425 cams, 7 C120's and 2 C100's. I cannot download clips on any of them. They all started erroring on the same day (6/1/25). Before that, they all worked. All of my cams and phones are on the same 2.4ghz network - the only 2.4ghz network I have.
I've been communicating for days with tech support and they dont seem to be able to figure this out. I'm 99% sure its a bug or network protocol issue on their side. I've tried 2 different iPhones and an Android phone and they all get the same error.
With the help of ChatGPT (no groans please) I have gone through hours of troublshooting. Ive gone through all of my routers settings, no issues. I've explored everything to do with WiFi settings on all of the phones, no issues.
BTW, I have done a total reset on 2 cams and added them as new. The problem disappears on them.
Is this happening to anyone else??
ChatGPT says:
"This points to a software side credential/token or network cache corruption, either:
A change in how the Tapo app or Cloud verifies local vs remote, or
A corrupted local authorization state tied to the existing cameras in the app
On the day this started, something (like a Tapo app update, firmware push or router policy security change) broke local network recognition of the previously added cameras, perhaps invalidating their local access token or LAN registration.
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danweis wrote
@Wayne-TP Honestly, it's just not worth my time. I have spent countless hours gathering info, writing email after email, researching, combing the internet, communicating with 3 different AI's, etc. I'm just done. Every time I file a tech support request, they ask the same questions over and over and over. Do they have a customer database? If so, do they even bother to consult it? I'm not sure they even have any engineers that are readily available. I ask highly technical questions and I get first level people reading off cue cards every time. If I didn't have so many of their cameras, I'd change brands..
Do you have a case ID? We can help remind the support team. Please note that for the same case, you will need to reply to the original email instead of sending a new one, which will create a new case ID.
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From the subject line of,the last support email I received......
[TP-Link Support]-[TAID2507001287] 【Tapo Support】C425 Star1 HW:1.20 APP:3.12.103 US
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danweis wrote
From the subject line of,the last support email I received......
[TP-Link Support]-[TAID2507001287] 【Tapo Support】C425 Star1 HW:1.20 APP:3.12.103 US
This appears to be a support feedback submitted within the app. After receiving the first auto response, did you follow the guidelines to reply to the email and correct your case details or provide additional information? *PS: I've forwarded your case ID to the support team to remind them to follow up.
“If you still have unresolved issues or if there is a misunderstanding regarding your question, please kindly reply to this email and provide the troubleshooting steps you've tried, error message screenshots, or videos. Then our agents will reply to you with the solution after analyzing the information you provided.”
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@Wayne-TP apologies - the case number I cut and pasted in was from the wrong email, which was another case. Here is the correct one:
[TP-Link Support]-[TKID250603752] SRCN25060201237+Tapo C425 V1.20+Unable to download clips
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