C310 no streaming or playback
C310 no streaming or playback
Earlier this week both my C310 cameras stopped streaming and able to playback the recordings. On the same network I have other tapo camera models with no issues. I have only these two C310's and both 'stopped' working in the same way.
They both show online, I can change and modify all the settings. I have uninstalled and reinstalled the tapo app incase of some issue there, I also tried an older version of the app, and I tried from multiple devices (phones/tablets)
Is anyone having the same issue? If I can provide any further details let me know.
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@GiannisK They have released v 3.7.522 to the play store which fixed the issue on the public build.
I recommend you keep the test app apk saved incase it breaks again on the public release in a future version.
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Hi,
1. What's the Tapo app version installed on your phone?
2. Are there any errors that appear on the Tapo C310's live view or playback page? If not, what's the problem phenomenon?
3. Are you watching the camera locally or remotely?
Best Regards
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1. Android app, version 3.7.519
2. No specific errors, just the loading animation. If I try to go to Privacy Zones, to set one up, I get a message, 'Unable to get your camera view. Please go to live pane first.'
3. Trying to acces it remotely
I can provide a video recording, of the app usage if that would help.
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@Solla-topee So I was able to get both streaming and playback working again when connected to the same local network as the cameras. So what would this mean exactly? is there some confuguration change on the network that would need to happen to allow external streaming/playback or something on the camera settings?
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Hi,
Typically, no other configurations need to change on your network to stream the camera remotely. Have you tried to connect to different Wi-Fi networks or use mobile data on your phone and then check if you can stream the camera remotely?
Best Regards
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@Solla-topee yes I tried both those options, with the same result. Only connecting to the local network of the device had the stream play.
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@glyn I have exactly the same issue the last days with two cameras C310, same version of camera and the same app version. Another camera C100 working fine via the app.
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Hi,
1. Please send me(@Solla-topee) the Tapo C310's MAC address via a private message.
2. Uninstall your Tapo app, refer to the link to download and install the Tapo debug app.
3. Please follow the steps below to collect the log using the Tapo debug app for further analysis.
1) Use the Tapo debug app(Tapo Trial app) to try to reproduce the problem.
2) After the problem is reproduced, go to APP> Me>About, and click the Tapo icon 10 times on the About page (if it requests storage permission, please agree, so that the log can be saved to local storage on the phone), and the log will be imported to the mobile phone directory-TPLINK folder.
3) Send us the log files for further analysis.
Best Regards
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@Solla-topee thanks, followed your instructions and details sent in a pm.
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Hi,
I have escalated your case to the tech team, and they will follow up on your case via email. Please wait patiently.
Best Regards
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@Solla-topee Hello, i also have sent you messages with the MAC addresses of the cameras. Did you receive it ? Which way can i sent you the log file ? You need only the text of the log file via messages ?
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