Why are my Deco units/clients showing offline or “We couldn’t find Deco” on Deco App?

If Something Goes Wrong
Updated 10-26-2022 06:33:32 AM 169791
This Article Applies to: 

Some users may experience an issue that the Deco units/clients are online but appear to be offline in the Deco app. Below are the instructions to troubleshoot.

Case 1: When you manage the Deco network locally, it shows one or more Deco units offline or “Unable to connect to the internet.”

Possible Solutions:

Connect your phone to Deco’s Wi-Fi network to see if internet access works (remember to turn off mobile data and VPN is available). If not, refer to the link to troubleshoot.

If Deco does have internet access, try to follow one of the steps below to refresh the internet status.

a) Click the Internet icon and then tap on the offline Deco unit. Then tap “Try Again” to refresh the status.

b) Swipe down the App Network page and then release it.

c) Force to close the App and launch the app again.

*Note: It may take several attempts for the app to refresh successfully.

Case 2: When you try to manage the Deco network remotely, it shows “We couldn’t find Deco”

Possible Solutions:

1) Make sure your smartphone has internet access

2) Make sure the Deco network is connected to the internet, if not, please check your modem first, if modem works fine but Deco has no internet, please reboot your modem to see if Deco internet will work again, if not, you could also try to reboot the Deco network.

3) Test if you are able to manage the Deco network locally when your phone is connected to Deco Wi-Fi, please turn off mobile data and VPN on the phone if there is.

4) Please try to reboot the Deco network to see if it resolves the problem.

Case 3: Some online clients appear on the Offline Devices list.

Solution:

1) Please ensure you have not configured a static IP address on the client.

2) Please check if the client device is using a private address.

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