D235 Doorbell - not receiving ring/doorbell press notifications/calls
Hi,
I'm not receiving doorbell ring notifications when the button is pressed. I am receiving normal motion/pet notifications though. I've looked through my Android phone and all permissions that are needed have been granted. I've also checked any power save functions on the phone and the tapo app is unrestricted. Even with the app open, I still don't get the press notification or ring/call. It did work after initial install, the only thing I can think that has changed is that an Alexa Echo Show has been linked. I believe the Echo Show is showing the doorbell video stream on button press as expected.
I've tried disabling and re-enabling the notifications/ring fuction in the Tapo app, but no difference - still doesn't work. Is it possible to have both the Echo Show linked and receive the ring call notification?
Thanks.
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I managed to 'share the device' with another phone and the problem is the same - no ring notification but detection types are fine.
Both ring and push don't work.
Anyway, I opened a support case yesterday and after doing lots of testing with a support agent it got escalated to engineering. It turns out it is a known issue (at least to engineering, not to support apparently).
They said "... Are you using a third-party device? For example, a device that uses the ONVIF communication protocol, such as a NAS? When using a third-party device, you may lose the notification of pressing the doorbell, while other types of notifications are normal. ..."
They said they will provide a new firmware.
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What's the model and Android version of your phone? How about the app version?
Try to check it with another phone, see if the same problem exists.
Which doorbell notification type did you select? Ring call or push notification? *Device Settings >Doorbell > Doorbell Video Call.
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I managed to 'share the device' with another phone and the problem is the same - no ring notification but detection types are fine.
Both ring and push don't work.
Anyway, I opened a support case yesterday and after doing lots of testing with a support agent it got escalated to engineering. It turns out it is a known issue (at least to engineering, not to support apparently).
They said "... Are you using a third-party device? For example, a device that uses the ONVIF communication protocol, such as a NAS? When using a third-party device, you may lose the notification of pressing the doorbell, while other types of notifications are normal. ..."
They said they will provide a new firmware.
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Thank you for updating your case. This is noted, we will keep monitoring whether there are other similar feedback.
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Support provided me with v 1.1.16 firmware via a mac address specific auto update. It seems to have fixed the issue, as well as some others, and even added some options.
I haven't noticed any other bugs or regressions.
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I received the 1.1.6 firmware update yesterday. Initially it seemed to work fine. Today nothing is working in terms of live call or simple notifications for the doorbell press on my phone. Works fine on the chime and/or Alexa. But no matter what I do I'm not able to get anything on my phone, even once.
Here is what I tried already:
- disabled the doorbell in Alexa account
- disabled Camera account in the app (disabling ONVIF)
- switched between live call and notifications
- rebooted my router
- rebooted doorbell after each of these changes
So now even when I stripped the device to bear bones (no ONVIF, no Alexa notifications, no live call) I still don't get anything on my phone. On the app there is nothing showing up in the notification history as well (apart from detection notifications, which work fine). When I go to recordings, there I can see each doorbell press recording correctly tagged as a doorbell press action.
This is so frustrating. Such essential feature of the doorbell should be reliable! Otherwise what is the point of all of this...
Update: Ok, I was able to get things working again. I'm using the app on 2 phones (mine Samsung S24 and my wife's S21). My wife's app was not opened since yesterday. She did not receive any notification today (even the detection ones). Only when she opened the app all started to work (including the doorbell live call, also when having Alexa and ONVIF enabled). Her app settings/permissions are correctly set up since 2 days now, including the battery optimizations (which is turned off for Tapo) so there is no reason why the app shouldn't work for her even when it wasn't opened for a while. Also, why would this impact my app as well and doorbell press function in general? I will monitor the doorbell today to see how long this will stay working but this shouldn't be so complicated!
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The doorbell notifications / live calls on phones stopped same day around 23:00. Today they don't work again at all, even when I open the app on both of my phones.
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