H500 strangers
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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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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@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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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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