Hi @mrsureshkumar 

Thanks for posting in our business forum.

mrsureshkumar wrote

I am from Bengaluru and recently purchased a TP-Link VIGI C540V camera, which I installed two days ago. Initially, everything worked perfectly. However, the camera suddenly went offline in both the app and web interface. Despite this, the camera still tracked motion when I walked in front of it, and the light alarm triggered, but I did not receive any notifications.

 

I have installed several C540 and its variants for testing for months and never experienced anything like described.

As the description writes, I think there is no issue with the system and hardware.

Looks like it is not getting proper Internet or local connection so it displays as offline.

Why not specify how you configure its IP and what your network looks like?

The easiest way to verify if there is a problem with the camera is to know its IP and configure your computer with a static IP when they are under the same physical switch/router. But this requires some basic network knowledge.

Hi @mrsureshkumar

mrsureshkumar wrote

 

@Clive_A Thank you for your response.

 

I am not the only one experiencing this issue, another customer has reported a similar problem in July. Here’s a link for your reference, where they suggested a replacement of faulty camera and they suspect it as a Hardware issue:
https://community.tp-link.com/en/business/forum/topic/674560

While I understand that multiple variants you may have been tested, it’s possible that the recent firmware update I installed has a bug. However, the same firmware is running on two other cameras of the same model in my setup, and they have not gone offline. This suggests there is an underlying issue that needs a more thorough investigation.

I am not new to surveillance cameras, I am a software developer and work extensively with brands like Reolink and Amcrest in a professional capacity. I chose TP-Link for my residential use due to the good features and because other brands are not readily available in India.
 

I reached out to the TP-Link technical support and spoke with a technical engineer who remotely accessed my system. He reviewed the NVR settings, made various configuration changes on my router, and attempted to assign a static IP to the camera. After trying multiple solutions, he advised taking the camera to a service center for further testing and potential replacement.

The below are his comments in his ticket:
 

Issue:

--------------------------------------------

* Unable to go Online

* Cx Says Camera is Showing Offline but Camera is Tracking Motion

 

Troubleshooting:

--------------------------------------------

--Checked Physical Connection

[JioFiber] -> [D-Link Switch] -> [VIGI C540V (3 Units), VIGI NVR1004H]

--Checked Previous Case

--Cx has 3 Camera and Cx Facing this Issue in 1 of them

--other 2 Camera of Same Model is Working Fine

--Took Remote Access

--Logged into Admin GUI Page of Main Router and NVR

--Cx Already Reserved IP Address for NVR & Camera

--Checked Camera is not getting Detected in Either Devices

--in Main Router Client List (VIGI Camera not Available)

--in NVR Camera not Detecting

--Did Hard Reset Multiple Times

--Removed Address Reservation of 3rd Camera

--then Reserved its IP Address Again

--Unplugged and Replugged LAN Cable in Camera

--After Unplugged and Replugged of LAN Cable Camera is Rotating but not Getting IP Address

--Checked with Different LAN Cable

--Still Same Issue

--Provided RMA (Bengaluru) --Manually

Please let me know if you have any suggestions I can try to bring the camera back online. Otherwise, I plan to visit the service center over the weekend. Resolving the issue beforehand would save me the time and effort of making the trip to the service center.

 

Regardless if there is a similar case or not, basic steps are required to be done.

If so, you can just go to the service center and replace it. No need to diagnose this as basic SOP has been done.

Note that for a product, you post a new thread, basically, it is about an issue. I found very few people kind and zealous in sharing their homemade guide.

About the issue, you have nothing but regular problems. It is not really gonna link everything together. Regarding wireless products, commonly you see many complaints about signal strength, that's ignorant to say the product is faulty. That's too much expectation about the signal of today's wireless. As a developer, you are capable of diagnosing based on logic and reason. As a developer, you know any minor mistake can make the whole system broken.

That link was not replied to by me because I might take a leave. I would focus on the basics before we discuss something deeper. On this forum, most people lack of basic ability of troubleshooting and logic. As I said everywhere on the forum for an inconsistent connection, the cable matters. Everyone I met on the forum did not believe that or bother trying it. You can guess how simple a thing that is, no one believes that.

It can recover which means the software is intact at least. Hardware, you may say it is not properly powered but I don't find how the hardware would affect it now as you said it gets power and works even if it is displayed as disconnected.

Static IP to access the device involves many details and you need network knowledge. I don't know if you want to try that or not. Simply follow what the support told you. That's fine.