Troubleshooting Tp Link Cloud Storage Issues (Tapo Care / Kasa Care)
Tp Link's cloud storage services, Tapo Care and Kasa Care, offer a convenient and secure way to store your camera's video recordings. When it works, it provides peace of mind, knowing your important footage is safely backed up. However, when you encounter issues like videos not uploading, playback errors, or subscription problems, it can be very frustrating.
This guide will walk you through the most common cloud storage issues and provide clear, actionable steps to get your service working correctly.
Common Problems with Tp Link Cloud Storage
Before diving into the solutions, let's identify the typical issues you might face:
- Videos Not Uploading: Your camera detects motion, but the clips never appear in your cloud storage history.
- Playback Errors: You can see the video clips in your history, but they won't play, get stuck on a loading screen, or show an error message.
- Missing Footage: There are unexplained gaps in your recording history, even though you know events occurred.
- Subscription Not Recognised: The app indicates that you do not have an active subscription, even though you have paid for one.
- Slow or Buffering Playback: The video clips take a very long time to load or constantly pause to buffer.
How to Fix Tp Link Cloud Storage Problems
Follow these troubleshooting steps in order to diagnose and resolve the issue you're facing.
1. Verify Your Subscription Status
First, let's make sure your subscription is active and correctly applied to your camera.
- Step 1: Open the Tapo or Kasa app.
- Step 2: Navigate to the 'Cloud Services' or 'Subscription' section (this is often found in the main account settings, not the individual camera settings).
- Step 3: Confirm that your subscription plan (e.g., Tapo Care) is listed as Active.
- Step 4: Check that your camera is assigned to the plan. Some plans cover multiple devices, and you may need to manually select which cameras are covered by the subscription.
2. Check the Camera's Internet Connection
A stable internet connection is essential for uploading video files to the cloud. An unstable connection is the most common cause of failed uploads and missing footage.
- Step 1: Go to your camera's settings in the app and check the Wi-Fi Signal Strength. If the signal is weak, the camera may struggle to upload large video files.
- Step 2: Consider moving your router closer to the camera or installing a Wi-Fi range extender to improve the signal.
- Step 3: Reboot your camera and your router. Unplug both devices from power, wait for 30 seconds, and then plug them back in. This simple step can often resolve temporary network glitches.
3. Ensure Cloud Recording is Enabled
You need to explicitly tell the camera to use the cloud service.
- Step 1: Select your camera in the app and go to its Settings.
- Step 2: Look for the Storage or Recording menu.
- Step 3: Ensure that the recording destination is set to Cloud Storage. Some cameras allow you to choose between recording to the cloud, a microSD card, or both. Make sure the cloud option is enabled.
4. Update Your App and Camera Firmware
Running outdated software can cause compatibility issues with the cloud service.
- Update the App: Go to the Google Play Store or Apple App Store and check for updates to the Tapo or Kasa app.
- Update Firmware: In the camera's settings within the app, find the Device Info or Firmware section and install any available updates.
5. Troubleshoot Playback Issues
If videos are uploading but you can't watch them, the problem may be with your phone's connection.
- Check Your Phone's Connection: Try switching from Wi-Fi to your mobile data, or vice versa, to see if the issue is with your local network.
- Clear App Cache: If you are using an Android device, you can try clearing the app's cache. Go to Settings > Apps > [Tapo/Kasa App] > Storage, and tap 'Clear Cache'.
If you have tried all of these steps and are still experiencing problems, it may be an issue with the Tp Link service itself. Check social media or official Tp Link forums for any reported outages before contacting customer support.