How to Get Diagnostic Logs From Tapo Cameras and Doorbells

When your Tapo camera or doorbell has persistent issues such as notifications not working or connectivity problems, the diagnostic log helps TP-Link support identify the root cause. This guide shows you how to enable the Diagnose feature and extract the log file using a microSD card (sold separately).

Key Takeaways

• You must first temporarily enable the Join User Experience Improvement Program option in the Tapo app's privacy settings before the Diagnose feature can collect diagnostic data. You can turn it off afterward.
• A microSD card (sold separately) must be inserted into your camera or doorbell before you can enable the Diagnose feature.
• Both the Join User Experience Improvement Program and the Diagnose feature only need to be enabled temporarily and can be turned off after the log is collected.
• After enabling Diagnose, let the camera or doorbell run until the issue recurs before retrieving the log file from the microSD card.
• The log file is saved under the filename "diagnose_log" and should be shared with TP-Link technical support for analysis.
• The Diagnose feature is supported on most Tapo cameras and doorbells.

Before You Begin

• Most Tapo cameras and doorbells require a microSD card (sold separately) inserted to enable and use the Diagnose feature. Make sure you have one ready.
• If you do not have a microSD card, you can still follow Step 1 to enable the Join User Experience Improvement Program. While this alone may not provide a full diagnostic log, it can still assist TP-Link support with analysis.

Steps to Collect Diagnostic Logs

Step 1: Enable the User Experience Improvement Program

1. Open the Tapo app and tap your profile icon in the top-left corner, or tap the Me tab in the bottom-right corner, to enter the Me page.

2. Scroll to the bottom and tap About.

3. Tap Privacy Settings and enable Join User Experience Improvement Program. You only need to enable this temporarily for diagnostic purposes and can turn it off after the log is collected.

Step 2: Insert a microSD Card Into Your Device

Insert a compatible microSD card into your camera or doorbell's SD card slot before enabling the Diagnose feature.

Step 3: Enable the Diagnose Feature

1. Open the Tapo app and tap your camera or doorbell's model card to enter the Live View page.

2. Tap the gear icon in the top right corner to open Device Settings.

3. Go to Advanced Settings > Diagnostics. For simpler devices such as hubs, you may find the Diagnostics option directly under Device Settings without entering Advanced Settings. You may see multiple diagnostic switches for different features — enable the ones relevant to your issue, or turn them all on if you are unsure. You only need to enable these temporarily and can turn them off after the log is collected.

Step 4: Let the Device Run Until the Issue Recurs

1. Leave your camera or doorbell running normally and wait for the problem you are troubleshooting to happen again.

2. The diagnostic log file will be stored on the microSD card automatically after the issue occurs.

Step 5: Remove the SD Card and Connect It to a Computer

1. Take the microSD card out of the camera or doorbell.

2. Insert it into your computer's SD card slot or connect it using an SD card adapter.

Step 6: Locate and Send the Log File to Support

1. Find the file named "diagnose_log" on the SD card.

2. Send the log file to TP-Link technical support for further analysis.

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