What should I do if I can't view the Tapo camera?

Updated 04-20-2023 08:28:22 AM 97345
This Article Applies to: 

If you have finished the configuration process on the Tapo app, but you are not able to view the Tapo camera, please refer to the following steps to troubleshoot.

Case 1 Cannot view or control the Tapo Cam in the local network

Step 1

Check the system LED status of the Tapo Cam and make sure it’s solid green. Otherwise, reset it by pressing and holding the RESET button for over 5s until the LED blinks red.

Step 2

Make certain the phone and camera are on the same Wi-Fi network, close the Tapo app and launch it again.

Step 3

Disable the VPN connection (if there is) and Cellular Data on the phone for a try.

Step 4

Try with another phone and ensure it is connected to the same Wi-Fi network as the camera.

Step 5

Try to disable client isolation/firewall/access control on the router, restart both router and camera for a try.

Case 2 Cannot view the camera remotely (offline)

Step 1

Make certain you can view the camera in the internal/local network. Otherwise, go through the process as per Case 1.

Step 2

Make certain there is internet access on the phone, or simply try with another phone.

Step 3

Confirm the Tapo app has cellular permission (Settings -> Tapo app, ensure it is Allow WLAN & Cellular Data).

Step 4

Confirm if there is any firewall or ACL setting on the host router, and disable it.

Step 5

Try to connect to router’s guest network for a try.

Case 3 Live view is slow or fails to load/ Playback not working

Sometimes you may find that you can't watch Tapo camera liveview or playback properly, the video takes a long time to load, keeps spinning, or even fails to load (Error: "Try Again") and needs to be reloaded several times.

For this situation, the following suggestions may help you.

1. Ensure that the camera receives a strong Wi-Fi signal from the router.

How to check the network connection stability of a Tapo Camera

2. Ensure both camera firmware and Tapo App are up-to-date

3. Check if you can stream camera properly in the local network.

Try connecting your phone to the home Wi-Fi network and see if the camera live view or playback videos load properly.

4. Try a different network on your phone, such as using mobile data or connecting to a different Wi-Fi network.

Ensure the internet quality and signal strength is good on your phone.

5. Ensure VPN is OFF on your mobile device.

6. Force close the app and restart the app.

7. Try a different mobile device to stream the camera if you own one.

Case 4 Live view not syncing /Sound stutters or lag

1. Check the internet quality and signal strength of the phone. Try to switch to another network if the signal is weak or unstable.

2. Check the signal strength of the camera. If the signal is weak, try to move the camera closer to the router.

How to check the network connection stability of a Tapo Camera

3. Disable the VPN connection (if any) on the phone, and re-open the APP for a try

4. Lower the video quality.

5. Check whether there are electronic devices around the camera that may cause interference with the signal, try to place the camera away from these devices. For example: a running microwave oven, hair dryer, TV, etc.

6. Check if the video plays normally on the local network.

Please contact TP-Link technical support with the following information if you still can't view the Tapo camera successfully after the above suggestions.

1) Your TP-Link ID or cloud account;

2) The model number of your Tapo Cam and its MAC address;

3) The model number of the host router;

4) How frequently the issue happens and how to recover it;

5) Whether you have tried all suggestions listed as above or not. If yes, what are the results?

Get to know more details of each function and configuration please go to Download Center to download the manual of your product.

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