Tapo Camera connection

[Jedlet]

Hello, Talktalk have recently sent me a new Sagemcom router to replace the old one that was provided by Shell before Talktalk took over.  

I now cannot connect a Tapo C100 camera to wifi.  The camera has connected to the old router and various other routers in the past with no issues, but will not connect to the new one.

I've phoned tapo and gone through all sorts of trouble shooting actions, and they even sent a new replacement camera but same issue.

Any ideas please?  Is it some kind of security setting on the new routers?

The Tapo smart sockets connect absolutely fine.  I need to purchase more camera's but don't want to until issue is resolved.

Thank you.

[KeithFrench]

Then the problem is between the camera & your app, as at that stage it does not even involve the router's WiFi. That doesn't happen until the next step after it has found your camera. Have you tried a factory default of the camera?

[Jedlet]

Hello @KeithFrench 

Yes that procedure is correct from connecting it in the past.  It fails at level 6 I think.  So it asks if you'd like to connect your phone to the camera (via wifi) which it does successfully, but then is trying to find the camera but doesn't succeed.  I'd assumed it was trying to connect the camera direct to the router at this point, but I don't really know how these things work I'm afraid!

[Jedlet]

No I only have 1 wifi network and no extenders, so nothing other than this one router.  I tried connecting my phone to 2.4GHz (as tapo devices run on this rather than 5Ghz), and then attempting to connect but still unsuccessful. 

Good point no the MAC address isn't on there, I am not tech savvy so hadn't looked through the logs tbh!

Thanks

[KeithFrench]

Hi @Jedlet 

I have been looking into how to connect this camera to your WiFi network, there is no Bluetooth mentioned with the C100. This is the basic procedure from the Tapo app:-

1. Select Add Device
2. Search for your device model
3. Plug in your camera
4. Wait for the LED to blink red and green
5. Join your camera's network on your phone or tablet
6. Return to the app and wait for it to find your camera
7. Connect your camera to your home Wi-Fi network
8. Enter your password
9. Click Join
10. Wait for the pairing to complete
11. Name your camera and set its location

At which stage is this failing?

[KeithFrench]

Hi @Jedlet 

The MAC address of your camera does not appear in the log entry you PM'd to me at all. Therefore I conclude that where the connection fails it is not even attempting to connect to your router. Are you trying to connect to the correct WiFi network for this router? Do you by any chance have more than one router or extender turned on & you are trying to connect to the wrong one?

[KeithFrench]

Hi @Jedlet 

Thanks I now have the MAC address.

[Jedlet]

Thank you, apologies for delay.  I will PM these to you.

[KeithFrench]

Hi @Jedlet 

Please can you log into the router, go into Advanced mode, click TalkTak WiFi Hub and Maintenance. In there click on Logs. Then get me a copy of the log from about 2 mins before the connection attempts and about 5 mins after. There will be a lot of DNS errors, but just ignore them.

Then please PM them to me (to preserve your privacy). I will also need to know the MAC address of this camera.

The information below is provided by TalkTalk, for confirmation please contact @Debbie-TalkTalk or@Michelle-TalkTalk.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help with others.

If you need further help or, if we need to take any details such as personal information about your account like phone numbers, account numbers etc. one of the TalkTalk team will jump in and help out.

[KeithFrench]

What model number is the camera, so I can look up its specifications?

[Jedlet]

Thanks for your reply.  Yes I've tried resetting the camera. Model is C100.

Yes my phone makes the initial connection to the camera via bluetooth/wifi.  It asks you to confirm you want to connect, after clicking confirm it shows phone wifi as connected to to the Tapo camera.  After another minute or so (I presume its trying to connect the camera to the router?) it comes up with an error message 'Unable to connect to your tapo device'.

Cannot get it past this stage.  It comes up with a number of suggestions but tried all these (such as moving camera closer to router, resetting camera etc).

[KeithFrench]

You have tried replacing the camera, so there is no point in asking you to default it. Like the Tapo smart plugs, is the initial connection managed via Bluetooth?

What model number is the camera?