The internet connection is unstable or suddenly stops working when connected to the Deco network?

Troubleshooting
Updated 10-20-2022 09:08:36 AM 324514
This Article Applies to: 

If Deco units were working before but stopped working suddenly or the Deco network has an unstable issue, please refer to the corresponding suggestions to troubleshoot.

Before troubleshooting, please ensure the Deco units are using the latest firmware version. If not, click here to update.

Case 1. Main Deco drops out or lost internet suddenly.

1) Check if the modem is still working when the problem happens

Disconnect the main Deco from the modem, and then connect a computer to the same Ethernet port on the modem with the same Ethernet cable. After that, check if the internet is available on the computer.

If the computer has no internet access when connected to your modem directly, please contact your ISP or modem support.

2) Check the LED status on the main Deco.

If the main Deco has a red LED(please record if it is solid red or flashing red), unplug the Ethernet cable between the modem and main Deco, and then connect them again after 10 seconds, then please check if the issue can be resolved automatically.

If unplugging and plugging the Ethernet cable doesn’t help, please try to reboot the main Deco and see if the internet will be back automatically(wait for about 3-5 minutes).

If still no luck, go to Deco APP -> More -> Advanced -> IPv4 to check the WAN IP address of the Deco. If there is an IP address, but Deco has no internet access, refer to the link to change the DNS server to 8.8.8.8 and 8.8.4.4 for a try.

If the above steps do not resolve your issue, please contact TP-Link Support and provide the following information: (The more details you can provide, the faster we can locate your issue.)

1. The results of the above troubleshooting steps

2. The LED status on Deco units when the problem happens. (Please distinguish solid red or flashing red etc.)

3. How often does this issue happen?

4. How to recover the connection?

5. Your TP-Link ID (email account), ISP, and model number of your modem.

6. The model number, hardware, and firmware version of your Deco units.

Case 2. Satellite Deco drops out or lost internet suddenly.

1) Confirm LED Status when the issue happens on each Deco unit and confirm which Deco units are having the dropping issue

Please distinguish solid red or flashing red, and record the MAC addresses of the Deco units, which have dropping issue.

2) Check whether there are any household appliances or metal products near it and the front Deco

If yes, please place the Deco units in an open position.

3) Check the signal source, signal strength, and distance of each satellite Deco when the satellite Deco is working

The signal source and signal strength can be viewed in the Deco app.

A: If the signal strength is okay (full bars or two bars), there is no need to move Deco units.

However, if you have more than one satellite deco but only a specific satellite deco drops out, please try to swap the locations of the problematic deco and the working satellite Deco, and verify if the dropping issue happens on a specific location or specific Deco.

B: If the signal strength is weak (one bar), please try to move the satellite Deco closer to the main Deco, and place them at the same height if they are on the same floor.

C: If the signal strength shows Ethernet, there is no need to move Deco units. Please check if there is a switch between the two Deco units. If yes, please try to remove the switch from the network and connect the Deco units directly. Then please check if the network is stable and record the model number of the switch.

If the above steps do not resolve your issue, please contact TP-Link Support and provide the following information: (The more details you can provide, the faster we can locate your issue.)

1. Deco APP signal source/strength screenshots and distance of each Satellite Deco unit

2. The LED status on Deco units (flashing red or solid red?)

3. Which Deco units are having dropping issues? Please record their MAC address.

4. How often does the issue happen?

5. How to recover the internet? By rebooting the Deco or the internet will come back automatically?

6. Screenshot of Network Map on http://tplinkdeco.net

7. TP-Link ID (email account), model number, hardware, and firmware version of your Deco units.

Case 3. LED status on all Deco units is solid white or green but certain wireless devices drop out or lose internet suddenly.

1) Update the driver of the device's network adapter

2) Identify the issue phenomenon such as Wi-Fi still showing connected but no internet access, or unable to connect Deco Wi-Fi anymore when the problem happens.

If Wi-Fi is still connected but no internet access, please try moving the device near one of the Deco units and reconnect the Wi-Fi to see if the internet works. (Disable Wi-Fi and enable it on the client device)

If the client device is unable to connect to the Wi-Fi, please try to disable fast roaming and Mesh Technology for the device on Deco App; if you are still unable to connect it, please try to enable the guest network without encryption to see if the specific device is able to connect the open guest network.

3) Check if the client is included in the Blacklist or a profile under Parental Control, which is paused or at bedtime.

If the above steps do not resolve your issue, please contact TP-Link Support and provide the following information: (The more details you can provide, the faster we can locate your issue.)

1. The results of the above troubleshooting steps

2. TP-Link ID (email account)

3. The model number of dropping client devices and how often they drop.

4. Wi-Fi still shows connected but no internet access, or unable to connect Deco Wi-Fi anymore when the problem happens

Case 4. LED status on all Deco units are solid white or green, but all client device drop out randomly

1) Identify the issue phenomenon such as Wi-Fi still showing connected but no internet access, or unable to connect Deco Wi-Fi anymore when the problem happens.

2) Disable Fast Roaming and Beamforming on the Deco app for a try.

3) Change the DNS server for a try

You could refer to the link to change the DNS server to 8.8.8.8 and 8.8.4.4 for a try.

If the above steps do not resolve your issue, please contact TP-Link Support and provide the following information: (The more details you can provide, the faster we can locate your issue.)

1. The results of the above troubleshooting steps

2. TP-Link ID (email account)

3. How many clients are connected to the Deco network, via Wi-Fi or wired?

4. The model number of dropping devices and how often it drops.

5. When the problem occurs, are the devices still connected to Deco but with no internet access or totally disconnected from Deco?

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