Network connectivity issues with Tapo C510W
I bought this camera a few months back, and at first, it worked great. But suddenly, in the last few days, it’s started having strange network connectivity issues. It keeps disconnecting from the internet on its own, even though I haven’t changed anything with my network, router, or WiFi password. All my other devices stay connected without any problems, so I know my network is stable.
The camera’s status light blinks red, and I’ve tried various troubleshooting steps, including moving it closer to the router (it’s already only 8-10 meters away), using a WiFi extender, resetting it multiple times, and changing WiFi channels. I even tried connecting it through a mobile hotspot, but it displayed the same behavior, disconnecting after a while. After each restart, it reconnects briefly but then disconnects again—sometimes within minutes, seconds, or after about half an hour. It occasionally reconnects on its own only to go offline again shortly after.
My network speed is consistently reliable, and all other connected devices work fine. So what is this issue and how to fix it? Maybe it's an issue with recent firmware update?
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Hi,
You can refer to the instructions below to troubleshoot when the camera keeps losing connection.
What should I do if my Tapo smart device keeps losing connection or going Offline?
If the problem remains, please confirm:
1) When the camera is working, what's the RSSI value on the Tapo app > camera's Device Settings > Device Info page?
2) The LED status on the camera when it loses connection.
3) Try to factory reset the camera and reconfigure it if you have not tried this.
4) Refer to the instructions below to collect the camera log for analysis.
How to get the log of Tapo Camera
Note: if you have tried the troubleshooting steps, there is no need to do it again, just send us the results.
Best Regards
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@deak Facing the same issue with the two cameras of Tapo C510W. Suprisingly, the cameras and the router were on same spot since the installation and were working well until few days back.
Tried all the troubleshooting methords, including splitting 2.4 and 5Ghz bands on the router.
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Hi,
You can refer to the instructions below to troubleshoot when the camera keeps losing connection.
What should I do if my Tapo smart device keeps losing connection or going Offline?
If the problem remains, please confirm:
1) When the camera is working, what's the RSSI value on the Tapo app > camera's Device Settings > Device Info page?
2) The LED status on the camera when it loses connection.
3) Try to factory reset the camera and reconfigure it if you have not tried this.
4) Refer to the instructions below to collect the camera log for analysis.
How to get the log of Tapo Camera
Note: if you have tried the troubleshooting steps, there is no need to do it again, just send us the results.
Best Regards
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I noticed something interesting: when motion tracking is on, or if I manually move the camera direction, it starts having the network connectivity issues I mentioned in the original post. But if I turn off motion tracking, the camera works fine without any connectivity issues, just like before. I've left it running without motion tracking for the past several days and haven’t faced any network issues, but as soon as I switch motion tracking back on, the problem starts up again. So, it seems like there’s definitely an issue with the camera itself related to motion tracking and movement. So in short, what appears to be the issue is that after couple of months of using it with motion tracking, the camera seems to have developed some issues where motion tracking or manual direction movments starts causing network connectivity issues. I hope this gives you enough info to help debug the issue and release a firmware fix, so I can get back to using the camera with motion tracking—since that’s the main feature that sets it apart from fixed cameras.
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Hi,
Are you not powering the camera with the original power adapter? If so, you can try to power the camera with the original power adapter or connect it to a power adapter with a little higher output voltage, then check if the camera will work fine.
Best Regards
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As I mentioned earlier, I haven’t changed anything. I'm still using the original power adapter, cable, and everything that came with the camera. To answer your question directly, yes, I’m using the original adapter. There were no changes to the network, hardware, environment, or location. The only thing that happened is that, after 2 months of purchase, the camera started having connectivity issues on its own with motion tracking.
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Hi,
1. Try to connect the camera's power adapter to a different power socket if possible.
2. Please refer to the instructions below to collect the camera log for further analysis.
How to get the log of Tapo Camera
Please reproduce the issue about 2-3 times, record the date & time when the issue happened, and then send them to us.
Best Regards
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@Solla-topee I’ve tried connecting the camera to a different socket, but the issue remains the same.
As for retrieving the camera logs, the process is too technical and cumbersome. Uninstalling, reinstalling, and accessing the memory card is not only inconvenient but could also worsen the condition of the camera or even cause damage. Despite providing detailed information and identifying the problem, asking customers to perform such impractical tasks feels unfair.
It would be much better if you designed a simpler way to access logs rather than relying on outdated methods like this. If you still need the logs, it’s likely that the camera will require hardware adjustments or repairs anyway. Could you replace the faulty unit and diagnose the issue in your lab instead?
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Hi,
I have escalated your case to the tech team, and they will follow up on your case via email. If you prefer to replace your camera, please contact your retailer or local team to check if your camera is under warranty.
Best Regards
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