What should I do if I fail to view the video clips of my Kasa Cam?

Troubleshooting
Updated 12-19-2019 09:28:22 AM
対象製品: 

When trying to view the video clips of the Kasa Cam, users may encounter issues such as no clips available, cannot watch some of the video clips, no audio in the clip or issues with downloading the clip. Here we provide some basic troubleshooting steps for you.

*Note: Please make certain the Motion and/or Sound Detection function has been activated successfully on the Kasa App for the camera. If not, refer here to have a check.

 

Case 1 There are recording clips on the Activity page, but some motion and/or sound is not detected.

Step 1 Check and confirm what is the exact time or period when the clip is missing and ensure there is indeed a motion and/or sound occurred.

Step 2 Check again and ensure the Privacy and Sensitivity settings are correct.

Step 3 Check the Activity Zone settings and make certain the motion and/or sound occurred inside the monitoring zones.

Step 4 Check if there is any power outage when the clip is missing.

Step 5 Check if the Wi-Fi connection is stable. The detection function won’t work if the camera loses internet connection.

 

Case 2 No clips in the Activity page

Step 1 Check first and ensure the Privacy and Sensitivity settings are correct.

Step 2 Check the Activity Zone settings and make certain the motion and/or sound occurred inside the monitoring zones.

Step 3 Turn off the Kasa Cam and wait for about 10 minutes, then turn it back on and check if it works properly.

Step 4 Try to change the DNS settings on your host router to 8.8.8.8 and 8.8.4.4, then restart the router and camera.

Step 5 Try to reset the camera to factory defaults and reconfigure it.

 

Case 3 There are recording clips in the Activity page, but showing “X” when you try to view them.

Step 1 Check and confirm what is the exact time or period when the clip shows “X”, the screenshot will be needed for further troubleshooting.

Step 2 Turn off the Kasa App and launch again, then check if you can view the clips.

Step 3 Try to restart the Kasa Cam.

Step 4 Try to reset the camera to factory defaults and reconfigure it.

 

Case 4 No audio when watching clips

Step 1 Check if the volume of the phone is set to be 0 or the phone is in silent mode.

*Note: When the phone’s volume is set to 0, the Live View of the Kasa Cam is normal, but there will be no audio for the recorded video clips.

Step 2 If it is an iPhone, check if the hardware mute button on the left side is enabled. If yes, flip up the button to disable it.

Step 3 Try to download a clip and check again if there is audio. Again, the clip will be needed for further troubleshooting.

 

Case 5 Unable to download the video clip

Step 1 Make certain the video clip is working properly on the Kasa App.

Step 2 Try to trigger a new clip and check if you can watch it on the Kasa App.

Step 3 Ensure the phone storage is enough and kindly confirm if the phone has enabled the storage permission for the Kasa App.

Step 4 Try with a different phone.

Step 5 Check if there is any special App running on the phone such as the “1.1.1.1: fast internet”. If there is, exit or close it.

 

 

Please contact TP-Link technical support with the following information if you still encounter any abnormal video clip issues after the above troubleshooting.

1) Your TP-Link ID or cloud account;

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

3) Model of the phone and its OS version;

4) Screenshot of any error message or problematic video clip;

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

 

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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