What should I do if Tapo Camera cannot be added to Tapo Hub?

Introduction

Tapo Hub now supports collaboration with Tapo Cameras, enabling features like Hub Storage and Wi-Fi Backup. If you're experiencing any issues while configuring your camera with the Tapo Hub, we've put together some helpful tips and solutions for you below!

If you need instructions to add the camera to the hub, please refer to: How to connect Tapo Wi-Fi Cameras/doorbells with Tapo Hub.

Requirement

Check the compatibility list in advance to confirm if your Tapo cameras can be added to your Tapo hub.

Troubleshooting

Error Message “Firmware not supporting”

When you find the camera shows “Firmware not supporting”, which means that the camera/hub’s firmware is not compatible now. For this issue, please follow the steps below for troubleshooting:

Step 1: Check the firmware update for both your camera and hub

Refer to: How to update the firmware of the Tapo&Kasa devices on the Tapo App to make sure the hub and camera are running the newest firmware.

Step 2: Check compatibility list

Currently, most Tapo Camera models can be connected to the Tapo Hub. Unfortunately, a few models are unable to support this new feature due to hardware limitations. Additionally, some newer camera models with different designs are still being adapted. For specific compatibility details, please refer to: Tapo Smart Hub Compatible Camera List.

If you find your camera shows as compatible with the hub in the compatibility list, but the APP still shows “Firmware not supporting”, please contact our support center for help.

Error Message “Not on the same network”

To add the camera to your hub, the camera should be on the same network without isolation. When you find the camera shows “Not on the same network”, please follow the guide below to check your network.

Step 1: Check your network topology

Generally, the “Not on the same network” message usually means your Tapo Hub and Tapo Camera are not connected to the same local network. A typical setup that causes this is when your Hub is connected to your main modem or router, while your camera is connected to a different router that's operating in router mode.

To resolve this, please check your network topology and ensure both your Hub and camera are connected to the same router. If you're using multiple routers, make sure the others are in AP mode or part of a Mesh network to ensure all your devices are on the same local network.

Step 2: Make sure your hub and your camera are not isolated

If all of your devices are connected to the same router and you still see the “Not on the same Network” message, it's likely due to isolation settings on your network. These settings, such as IoT Network, Guest Network, VLAN, or AP Isolation, can all interfere with the discovery process between your camera and your Hub. If you aren't familiar with these features, we recommend connecting both your camera and your Hub to your main home network, which should not have any isolation enabled.

If you find difficulty in solving this “Not on the same network” issue, please kindly contact our technical support with the following information:

• The topology of your home network.
• The model of your router.
• The troubleshooting steps you have performed based on this article.