Tapo C500 Camera Getting Offline Frequently
Recently I bought a few home CCTV cameras including C200 and C500.
Before mounting them to desired places I have placed them in a common place side by side to test them for a few days.
The C500 cameras are getting offline frequently while C200 cameras are very stable. All are placed in the same place side by side.
C200 camera version is 3.0 and Firmware version is 1.3.14
Initially I thought that my home WiFi router might have some issue.
After monitoring for the last two weeks I realize that my home WiFi router has no issue and it is working perfectly fine for other devices.
Next I have disconnected all the other devices except the Tapo cameras from my home WiFi router. The issue still persists.
Everytime it gets offline I have to power cycle the Tapo C500 Cameras manually and within a minute they are getting online.
Initially those Tapo 500 cameras were getting offline after 15-16hrs, now they are getting offline within 5-6hrs since the last power cycle.
I tried to get support from Live-Chat-Support but this URL seems to be a chatbot and no use for me.
If anyone has faced this problem before let me know how you have fixed this.
I have update the Firmware in all the Tapo camera. 1.1.4
I have observed that the signal strength in all the camera shows -39 to -42 different times of the day.
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Hi,
Thank you for the information shared. I have escalated your case to the tech team, and they will contact you via email to troubleshoot the issue. Please wait patiently.
Best Regards
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I am facing the exact same issue with 2 C500 cameras Firmware version 1.1.4 Build 240506 Rel. 39487n506 Rel. 39487n. The RSSI value for both the cameras is -60 and -39 respectively.
To answer the questions asked of @NiladriSR
1. What's the model number of your wireless router?
It's a JioFiber WiFi router JCOW411
2. Please send me(@Solla-topee) the MAC address of your camera via a private message.
I have sent you details of four camera.
- Two C500 I am having problem with. I have updated to latest firmware 1.1.4
- One C210 not facing any issue so far. I have updated to latest firmware 1.3.11
3. What's the LED status on the camera when it loses connection?
When those two C500 camera goes offline the LED become RED.
4. You can try to change the DNS server to 8.8.8.8 and 8.8.4.4 on your router, or connect the camera to the router's guest network, then check if it will work better.
I have connected to the routers guest network but no luck.
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Hi,
1. How often does the issue occur?
2. How do you recover the Tapo C500's connection after the problem occurs?
3. Do you have another router or AP for the Tapo C500 to connect to have a comparison?
Best Regards
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Thank you for the reply. The answer to your questions below
1. How often does the issue occur?
Though it does no happen at regular intervals but on an average the camera goes offline within 24 hours restarting it by disconnecting power.
2. How do you recover the Tapo C500's connection after the problem occurs?
I recover by disconnecting the power supply to the cameras.
3. Do you have another router or AP for the Tapo C500 to connect to have a comparison?
I have tried to connect one of the camera to the hotspot on my phone but the problem persisted.
Thanks and Best Regards
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@Solla-topee , I too have a same problem my C510W, keep going offline for every 4 hours. Restarting remotely with tplink smart plug.
Firmware version is : 1.2.2 build 240517 Rel.42283n.
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Hi,
If an SD card is inserted into the camera, please refer to the instructions below to collect the camera log for further analysis.
How to get the log of Tapo Camera
Best Regards
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Hi,
This is another story with the Tapo C510W. If you are willing to troubleshoot your issue, please provide more information about the problem by referring to the instructions here.
Please also check the RSSI value of the camera on its Device Settings > Device Info page by tapping the Wi-Fi icon when the camera is working.
Best Regards
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I have turned on the diagnostics. Will get the log when the camera goes offline and will share the log file with you.
Thanks
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I have to the diagnostic log file. The camera went offline one and the log file should have the error. Should I attach it here or DM you the file?
Should I continue the diagnostic logging?
Thanks,
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