Camera Keeps Freezing

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Camera Keeps Freezing

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Camera Keeps Freezing
Camera Keeps Freezing
2024-05-08 08:50:16 - last edited 2024-06-07 09:17:01
Tags: #Firmware #crash
Model: Tapo C210  
Hardware Version: V2
Firmware Version: 1.3.11

Same issue here.

 

WiFi is not the cause, because the camera are close to the access point. -20dBm signal, no issue with the network.

 

It used to be stable, I had it running for months without a crash.

 

Since the end of 2023, probably after a firmware update, it started to crash randomly. At least once a week, sometimes more often.

I own two units and both exhibit the same issue, so it's very likely related to the firmware.

 

I urge TP-Link to investigate and fix it quickly, because the cameras have become useless : I cannot rely on it if I leave on vacation.

So it's like I wasted a significant amount of money on this equipment.

Same issue here.

 

WiFi is not the cause, because the camera are close to the access point. -20dBm signal, no issue with the network.

 

It used to be stable, I had it running for months without a crash.

 

Since the end of 2023, probably after a firmware update, it started to crash randomly. At least once a week, sometimes more often.

I own two units and both exhibit the same issue, so it's very likely related to the firmware.

 

I urge TP-Link to investigate and fix it quickly, because the cameras have become useless : I cannot rely on it if I leave on vacation.

So it's like I wasted a significant amount of money on this equipment.

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#1
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1 Accepted Solution
Re:Camera Keeps Freezing-Solution
2024-05-09 06:53:52 - last edited 2024-06-07 09:17:01

  @phocean 

Hi,
You can refer to the instructions below to troubleshoot if the camera keeps losing connection.
What should I do if my Tapo smart devices keeps losing connection or going Offline?
 

Please help provide the following information if the problem remains.
1. The test results of the above steps.


2. The LED status on the camera when it loses connection.


3. Please describe your network diagram, such as the Internet--wireless router)))Tapo C210, etc. What's the model number of your router? Is the camera connected to the router's Wi-Fi directly or is there an AP between the router and the camera?


4. You can try to change the DNS server on your router to 8.8.8.8/8.8.4.4.


5. Enable the Auto Reboot feature on the camera' Device Settings>Reboot Camera page and check if it helps.

 

Best Regards

Recommended Solution
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#2
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6 Reply
Re:Camera Keeps Freezing-Solution
2024-05-09 06:53:52 - last edited 2024-06-07 09:17:01

  @phocean 

Hi,
You can refer to the instructions below to troubleshoot if the camera keeps losing connection.
What should I do if my Tapo smart devices keeps losing connection or going Offline?
 

Please help provide the following information if the problem remains.
1. The test results of the above steps.


2. The LED status on the camera when it loses connection.


3. Please describe your network diagram, such as the Internet--wireless router)))Tapo C210, etc. What's the model number of your router? Is the camera connected to the router's Wi-Fi directly or is there an AP between the router and the camera?


4. You can try to change the DNS server on your router to 8.8.8.8/8.8.4.4.


5. Enable the Auto Reboot feature on the camera' Device Settings>Reboot Camera page and check if it helps.

 

Best Regards

Recommended Solution
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#2
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Re:Camera Keeps Freezing
2024-05-09 07:24:58

  @Solla-topee Hi,

 

Thank you but I have been working as a network engineer and security specialist for the last 20 years, so I know how to build a stable network environment and I can tell my network is absolutely robust : FFTH 1GB fiber optics, industrial WiFi router with 99.9% availability, industrial firewall with stable DNS, etc.

 

So please do not redirect me to generic and clueless recommendations, and focus on the bugs that occur on your firmware (or hardware).

 

Of course I can set the auto-reboot to workaround the crashes as much as possible, but is this normal operation that a camera is unavailable every day to hide that the system is not stable?

 

Do you have better suggestions? What are your investigations to be if you do not ask me for logs and stack traces from the camera?

 

If you assistance stops here, it is like you are never going to investigate it and try to fix it. If that's the case, I ask for a full refund.

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#3
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Re:Camera Keeps Freezing
2024-05-10 10:00:36

  @phocean 

Hi,
For the unstable issue, I hope to collect more information about the problem phenomenon for troubleshooting, such as the LED status on the camera when it drops the connection, the network diagram, etc.
If you have inserted an SD card into the camera, please help collect the camera log refer to the following instructions for further analysis.
How to get the log of Tapo Camera?
Best Regards

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#4
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Re:Camera Keeps Freezing
2024-05-10 10:20:38 - last edited 2024-05-10 10:21:18
  1. Already answered to that : signal between -10 dBm and -25dBm, as besides the AP. 2.4 GHz. No issue for the network which is used all day.
  2. LED are red blinking.
  3. 3. camera -- AP -- Firewall/router
  4. 4. No, this has nothing to do with DNS, DNS works well.
  5. 5. Done, but this is just a work around as I told you.
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#5
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Re:Camera Keeps Freezing
2024-05-10 10:25:41
As for logs, I enabled it and will post the logs when it fails again. That's how it should all have started for the investigation.
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#6
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Re:Camera Keeps Freezing
2024-05-10 11:35:16

  @phocean 

Hi,
I have reported the case to the tech team, and they will likely reach out to you via email to continue troubleshooting your issue. Please check your email box and confirm.
After you collect the camera log, you can send it to the tech team via email.
Best Regards

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#7
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