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H500 strangers

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H500 strangers

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H500 strangers
H500 strangers
2025-11-05 19:16:10
Model: Tapo H500  
Hardware Version: V1
Firmware Version:

I have two people that live in my home. We have a camera configured with facial recognition on the H500 hub. After setting up familiars I am still getting over 500+ stranger detections. I have over 900+ known detections. If I already told it who is who why is it still seeing us as strangers? 

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Re:H500 strangers
2025-11-14 08:13:46

  @Beachhouse123 

 

Please make sure the Tapo hub is updated. What's its current firmware version? How to update the firmware of the Tapo devices on the Tapo App

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Re:H500 strangers
2025-11-14 12:57:55 - last edited 2025-11-14 13:42:14

  @Wayne-TP the firmware is up to date. I had to update it during setup. Over a week later with combining our detections and we're still being detected as strangers. 

Version:1.3.8 Build 20251024 rel.82184 

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Re:H500 strangers
2025-11-17 08:13:04

  @Beachhouse123 

 

For your case, we recommend reaching out to the support team for further assistance. Send an email to forumsupport.usa@tp-link.com with the following information:

 

Subject: [Forum Escalation][ID 847308] Tapo H500 recognizes familiar faces as strangers

Forum Nickname: Beachhouse123

Thread URL: https://community.tp-link.com/us/smart-home/forum/topic/847308

Model&Version: [User Provided] *Information of both the hub and the connected cameras.

Description: [User Provided]

Any Other Relevant Information (Logs, Config Files, Images, etc.): [User Provided] 

 

Once sent, a ticket will be created in our support system, and a member of the team will follow up to gather more information or troubleshoot the cause.

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