What to do if you cannot connect to your Deco remotely?

Deco X20 , Deco BE65-5G , Deco M1300 , Deco HC4 , Deco X25 , Deco X3600(2-pack) , Deco Voice X50 , Deco E4R , Deco E4S , Deco X4300 Pro , Deco BE65-PoE , Deco W6000 , Deco X3600 , Deco X1500-4G , Deco X50-PoE , Deco BE9300 , Deco WB10800 , Deco W7200 , Deco P9 , Deco X68(1-pack) , Deco P7 , Deco X90(1-pack) , Deco X20-DSL , Deco X20-4G , Deco PX50 , Deco BE95 , Deco BE5000 , Deco S7 , Deco X76 Plus , Deco S4 , Deco BE65 Pro , Deco XE70 Pro , Deco X90 , Deco X3000-5G , Deco W2400 , Deco X95 , Deco BE25 , Deco X96 , Deco W6000(2-pack) , Deco XM73 , Deco X68(3-pack) , Deco XE75 Pro , Deco XE200 , Deco X20-Outdoor , Deco BE22 , Deco M9 Plus , Deco BE3600 Pro , Deco M3W , Deco W3600 , Deco X68(2-pack) , Deco X50-DSL , Deco X60F , Deco X68 , Deco WM9000 , Deco X58-4G , Deco X5700 , Deco BE25-Outdoor , Deco X3000 , Deco XE5300 , Deco M5 , Deco M4 , Deco HX20 , Deco XE75 , Deco M3 , Deco XM50 , Deco X75 , Deco M5 Plus(3-pack) , DecoX5700 , Deco X50-4G , Deco S7(3-pack) , Deco X3600(3-pack) , Deco BE85 , Deco X50-Outdoor , Deco Voice X20 , Deco X73-DSL , Deco X50-5G , Deco X5400 Pro , Deco X80 , Deco HB6300-PoE , Deco X68(1 pack) , Deco BE65-Outdoor , Deco 5G , Deco M5 Plus , Deco P7(2-pack) , Deco BE11000 , Deco X50 , Deco BE68 , Deco X55 , Deco E4 , Deco E3 , Deco BE63 , Deco HB6300-Outdoor , Deco BE65 , Deco M9 Plus(2-pack) , Deco X80-5G , Deco X55 Plus , Deco X5700(2-pack) , Deco S7(2-pack) , Deco AC1200 , DecoX5700(2-pack) , Deco X60
Recent updates may have expanded access to feature(s) discussed in this FAQ. Visit your product's support page, select the correct hardware version for your device, and check either the Datasheet or the firmware section for the latest improvements added to your product. Please note that product availability varies by region, and certain models may not be available in your region.
If you are experiencing remote connectivity issues with your Deco, this article will walk you through basic troubleshooting steps to resolve these issues.
Step 1. Make sure your smartphone has internet access
Please check whether the mobile device with the Deco app installed has internet access or not when you are outside. If the mobile device does not have internet access, it will not be able to manage Deco remotely.
You could also try to use mobile data of your phone, or connect to other Wi-Fi networks to see if there is any difference.
Step 2. Make sure the Deco network is connected to the internet
1) Make sure the Deco is still powered on and connected to the internet access properly. The LED should be solid green/white.
2) Ask your family member to connect Deco Wi-Fi at home to test if the Deco Wi-Fi still works fine.
3) Try to power off and then power on your modem if there is, if it still doesn’t work, please reboot the Deco network.
If Deco does not have internet access, click here to troubleshoot.
Step 3. Test if you are able to manage the Deco network locally
When you are at home, connect your phone to the Deco Wi-Fi network, turn off mobile data and VPN on the phone if there is, then check if you are able to manage the Deco network locally.
If Deco WiFi has internet access but Deco App cannot manage the Deco network locally, please click here to troubleshoot the local access issue first.
Step 4. Try to change the DNS Server on the Deco App locally
If you could manage Deco network in the local network but not remotely, try to change the DNS server on the Deco app, and here is the instruction.
If above troubleshooting still could not resolve the problem, please contact TP-Link Support and provide the following information:
1) Your TP-Link ID and MAC address of your main Deco unit
2) Screenshot of the error message
3) Is local access works fine on Deco App when connected to Deco Wi-Fi network
4) Deco App logs: Launch Deco App>>>Menu icons on upper left side (three lines icon)>>>Support Center>>>Contact Us>>>Suggestions>>>Tick “Add System Logs (Optional)” and describe the issue>>>Submit.
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