Troubleshooting Tapo C420/C400 shows offline and the battery level shows 0 on the Tapo app after configuration
Troubleshooting Tapo C420/C400 shows offline and the battery level shows 0 on the Tapo app after configuration
This Article Applies to:
Tapo C420 V1
Tapo C400 V1
Phenomenon Description:
After inserting the battery in the camera, you can finish the camera's configuration process, but the camera shows offline and the battery level shows 0 on the Tapo app after configuration.
Suggestion:
1. Ensure the battery is fully charged.
It may take about 5-6 hours to charge the battery from empty to fully charged with the original charger, and the battery LED will turn solid green when fully charged.
Note: if the time required for the battery to be fully charged from empty is significantly shorter than the normal charging time, it is possible that there is a hardware issue with the battery.
2. Ensure the battery is inserted into the camera tightly.
Try removing the battery from the camera, using a dry cloth or paper towel to clean the battery, reinserting the battery, and tightening the camera's back cover.
3. Check if the camera uses the original battery.
If you have battery-powered cameras mixed, such as C420, C400, D230, or cameras of the same model but different versions, please ensure each camera uses the original battery.
Different cameras' battery capacities may be different (like 5200mAh and 6700mAh), and early firmware versions may have compatibility issues on different-capacity batteries. However, the latest firmware has optimized the compatibility.
4. If you have another Tapo C400/C420 that works fine, try to swap the batteries on the cameras to confirm if the camera or the battery has an issue.
a. If the specific battery has an issue, please contact the retailer or local support to check if your device is under warranty.
b. If the specific camera has an issue, report the following information in this thread for further analysis.
1) Confirm if the problem occurs after the first configuration or after using it for a period of time.
2) Check the LED status on the camera.
3) Test if the detection and notification features are working when an event/motion happens in front of the problematic camera.
4) Send us a picture of the camera's status on the Tapo app.
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Hi,
Refer to Step 3 on the instructions here. Please check the battery capacity on the battery of the working Tapo C400 and problematic Tapo C400, and send me pictures of the battery capacity for a check.
Best Regards
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@Solla-topee All cameras are C400 with Tapo A100 6700mAH batteries included as well as the spare battery I purchased.
I now have an RMA request / support case open - TKID240247573
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Hi,
Your ticket is followed by our senior engineers now, please wait patiently for the reply and they will help to solve the case or provide the instructions to get a replacement if your camera is under warranty.
Best Regards
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I have 2 of the Tapco C240 and have recently had to charge the battery in one of them.
On the App it is showing as zero power but sending motion notifications.
I have removed the camera, reset it and set up from scratch again to no avail.
Cheers
Kylie
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Hi,
Please help confirm the following information for the reported case.
1. On the Tapo app>Home page, please send me a picture of your Tapo C420.
2. Please take a picture of the battery(such as the picture displayed in Point 3) inserted into the problematic C420 and send it to me.
Best Regards
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Hi,
How many battery-powered cameras do you have? You can try to switch the battery of the problematic C420 with the other working C420, and then check if the same battery or the same camera has the issue. And please send us the pictures of the two batteries that show the battery's model and capacity.
Best Regards
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