How to troubleshoot if Tapo H500 Screen Mirror feature malfunctions

Introduction

Tapo H500's Screen Mirror function supports up to four cameras or doorbells simultaneously projecting their feeds onto an external screen. Should you encounter some issues during operation, you may follow the troubleshooting guidance provided in this FAQ.

Before proceeding, open the Tapo app and tap Live View. If the camera's live view also has problems, treat it as a camera live view issue. If the live view is normal in the app, continue with the steps below.

Requirements

• Tapo H500 and Tapo Camera/Doorbell are on the latest firmware.
• An HDMI cable and an external screen.

Troubleshooting

Scenario 1: Stuck /Incorrect Timestamp/Speed Up During Screen Mirroring

Step 1. Reduce the camera's frame rate by navigating to Video & Display > Video Quality, or lower the frame rate if this adjustment doesn't affect your usage requirements.

Step 2. If your H500 is connected to the router via Wi-Fi, switch to a wired Ethernet connection for improved stability. If your camera supports wired connections, connect it to the router using an Ethernet cable.

Step 3. Reduce the number of cameras with continuous recording enabled, or decrease the total number of cameras connected to the H500 if this doesn't affect your normal use.

Step 4. If the issue persists, kindly collect and send the following information to us for further assistance:

• MAC addresses of the affected cameras and hub, collect via Tapo app > Device > Settings > Device Info
• Whether the cameras are set to continuous recording
• Video demonstrating the playback issue
• Position of the affected camera on the screen if using 4-screen view (e.g., "camera C230 is in the top right corner")
• Frequency of the issue and steps taken to restore functionality (e.g., restarting the hub)
• Enable diagnostic mode via Tapo app > Device Settings > Advanced Settings > Diagnostics

Scenario 2: Black Screen or "Live Stream Paused" During Screen Mirroring

Step 1. For non-battery cameras, confirm that 24/7 continuous recording is enabled.

Note:

• For battery cameras: To protect battery life, camera footage will only display on an external screen when the camera detects an event or when you open the Tapo app to view live footage. This is normal behavior.
• For non-battery cameras: Verify that 24/7 continuous recording is enabled. Without this setting, the camera will only display on the external screen when it detects an event or when you view live footage in the app.

Step 2. Restart the Screen Mirror feature, then re-add the camera to the Dashboard view. Unplug and reconnect the HDMI cable to ensure a proper connection.

Step 3. If the issue persists, kindly collect and send the following information to us for further assistance:

• MAC addresses of the camera and hub using Screen Mirror, collect via Tapo app > Device > Settings > Device Info
• Exact error message displayed when playback fails
• Camera type (battery or non-battery)
• Enable diagnostic mode via Tapo app > Device Settings > Advanced Settings > Diagnostics