Troubleshooting for Matter Control in Tapo App

The Matter protocol enables seamless communication between smart devices from different manufacturers. With Tapo's new HomeBase product, users can now add and control Matter devices via the Tapo app. However, some challenges may arise while configuring or operating Matter devices. This guide provides practical solutions to address these common issues efficiently.

Unable to Add Matter Devices to the Tapo Apps

There could be multiple reasons why your Matter device cannot be configured successfully. Below are troubleshooting steps based on the specific error messages displayed in the Tapo app:

1. Unable to Find Your Matter Device

Matter devices require an initial connection via Bluetooth or Wi-Fi between your phone and the device. If this error occurs, the Tapo app cannot detect the device. Consider the following solutions:

• Ensure Pairing Mode is Enabled: Pairing mode allows the device to announce its availability for setup. Different devices have specific methods to enable Matter pairing mode. Please refer to the manufacturer's documentation to activate the pairing mode and start the setup process again in the limited duration of the Pairing Mode.
• Reset and Retry: If it is your first setup to this Matter device and the device hasn’t been paired with another platform, reset it to factory settings. Afterward, toggle your phone’s Bluetooth off and back on, then retry the connection.
• Enable Multi-Admin Support: If the device has already been added to another Matter-compatible platform, make sure Multi-Admin functionality is enabled. This feature allows the device to be added to multiple platforms.
• Ensure that you are connected to the same Local Network: For devices already connected to Wi-Fi (e.g., through another platform), verify that both your phone and the Matter device are connected to the same local Wi-Fi network.

2. Pairing Uncertified Matter Device/Device Type Not Supported

The range of Matter devices that can be managed through the Tapo app is continuously expanding. Currently, supported devices include plugs, bulbs, and switches, with more categories to be added in the future.

If your device is not officially certified by Matter, it may be unsafe, and we cannot support its configuration in the Tapo app.

3. Unable to Connect to Your Wi-Fi Network

This message indicates that your Matter device cannot connect to the entered Wi-Fi network.

• 2.4 GHz Network Support: Most IoT devices only support 2.4 GHz networks. Please check whether your Matter device supports 5 GHz networks. If it only supports 2.4 GHz, ensure that your Wi-Fi network is enabled to use 2.4 GHz.
• Verify Wi-Fi Credentials: Double-check the Wi-Fi username and password for accuracy. Re-enable the pairing mode on the Matter device and try the setup process again.
• Contact Manufacturer Support: If the device continues to fail to connect to your router, we recommend reaching out to the device manufacturer for further assistance.

4. Unable to Connect to Your Hub

This message indicates that your Matter device has successfully connected to Wi-Fi, but the Tapo Hub cannot locate it on the local network.

Ensure Same Local Network: Verify that both your Hub and the Matter device are connected to the same local network without any isolation settings between them.

Check Hub Status: Ensure that your Hub is online and has a stable connection.

Matter Device shows offline in the Tapo APP Frequently

Tapo HomeBase maintains connections with devices based on the official Matter protocol. However, due to network interference or other anomalies, the HomeBase may be unable to maintain a connection with a device for an extended period. When this happens, the device will appear offline in the Tapo app. Here are some suggestions for you:

• Check HomeBase connection: Connect your phone to the same network as the HomeBase and your Matter device, and try to change some settings on HomeBase to check if you can control HomeBase successfully. If the connection with the HomeBase is not stable, please try to connect the HomeBase to the router via Ethernet Cable.
• Firmware Updates: Update both the Tapo HomeBase and the Matter device firmware to the latest versions. Sometimes, the firmware of the Matter device needs to be configured and updated in its manufacturer's app.
• Restart Devices: Restart your router, Tapo HomeBase, and the Matter device to refresh connections.
• Check the Matter device's connection: Try to control the Matter device via the manufacturer's APP to check if the connection is stable. If the connection is not stable, please contact the manufacturer for help.

Matter is an innovative and rapidly evolving technology that continues to expand its compatibility and functionality. To ensure optimal performance and support for new devices, it is essential to regularly check for firmware updates for both the Tapo app and your Matter-compatible devices. Staying updated will not only enhance stability but also unlock new features and improve the overall experience.