What can I do if the internet connection is unstable when connected to the Deco network?

Troubleshooting
Updated 11-24-2021 09:30:34 AM 206324
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Note: There are many different internal and external factors in relation to the unstable issue, such as ISP, the distance and obstacles between decos, or some special internal factors. To locate your issue and find the reason, please refer to the corresponding suggestions to do troubleshooting.

 

What can I do if all my Decos have Red LED? (Case 1)

Note: When all the Decos have red LED, there will no internet access on your wired clients and wireless client. The related reasons for this symptom are: Internet service provider, Ethernet cable or internal factors. Please try the following troubleshooting steps to locate your issue.

Troubleshooting steps:

Step 1

Wire a PC or an old router directly into your ISP modem when this issue happen again, if you cannot get internet access through your ISP modem, please contact your Internet service provider.

If your ISP modem is working fine, please try step 2.

Step 2

Try to unplug and re-plug the Ethernet cable between modem and main Deco firstly when the issue happen again. If no luck, please try step 3.

Step 3

Reboot your main Deco to see if the internet can be recovered.

If the above steps listed here do not resolve your issue, please contact TP-Link support with 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 Decos
  3. How often did this issue happen?
  4. How to recover the connection?
  5. TP-Link account ID
  6. The Model Number of your modem and Deco

 

What can I do if my Satellite Decos have Red LED? (Case 2)

Note: When your satellite Decos have a red LED, there will no internet access for your clients connected to your satellite Deco. The related reasons for this symptom are the distance and obstacles between decos or internal factors. Please try the following troubleshooting steps to locate your issue.

Check signal source and signal strength of each satellite Deco on Deco APP

A: If the signal strength is strong or normal (full bars or two bars), no need for moving Deco units

B: If the signal strength is weak (one bar), please try moving the Deco unit closer to main Deco

C: If the signal strength shows Ethernet, please check if there is a switch between Deco units. If yes, please try to remove the switch out of the network, connecting Deco units directly. Please check if the network is stable and record the switch model number.

If the above steps listed here do not resolve your issue, please contact TP-Link support with 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 Decos (flashing red or solid on red?)
  3. Which Deco units are having dropping issue? Please record their MAC address.
  4. How often did this issue happen?
  5. How to recover the connection? By rebooting the Deco or connection comes back automatically?
  6. Network map screenshot of http://tplinkdeco.net
  7. TP-Link account ID and the Model Number of your Deco

 

What can I do if my Decos have a wireless connectivity issue? (Case 3)

Note: If Deco’s LEDs are normal, it means that Decos are working fine. Why do the clients have connectivity issues when all the Decos’ LEDs are normal? The related reasons for this symptom are special clients, wireless environment, or internal factors. Here are two situations that can locate your issue. (The more details you can provide, the faster we can locate it.)

Situation 1Drop Internet only on certain clients.

Check the model number of your dropping devices. Update the driver of the network adapter installed on the devices. 

If the issue still happens, for wired clients:

  1. Try a different Ethernet cable
  2. Connect to a different deco
  3. Swap with a working wired device to make a comparison test

For the wireless clients, please help us check more detailed information:

1. Wi-Fi is connected but no internet

a. Do not reboot any Deco units then try moving the device near one of the Deco units and reconnecting Wi-Fi (turn Wi-Fi off and on), see if the internet could be back.

b. Please try to enable a 2.4G or 5G guest network, connect the device to the guest network only, see if the internet will be back and stable.

 

2. Cannot connect to the Wi-Fi

a. Disable fast roaming and beamforming. (Open Deco APP and then go to More­->Advanced)

b. Create a guest network without encryption, see if the device can connect.

If the steps listed here do not resolve your issue, please help us collect:

1. The results of the above troubleshooting steps

2. TP-Link account ID

3. The model number of dropping devices and dropping frequency

 

Situation 2Drop internet on all clients

1. Try to disable fast roaming and beamforming.

2. Disable the Mesh Technology switch for a device to see if it will be stable.

3. If there are APs, range extenders, switches, etc. in the deco network, please disconnect them to the deco network and then check if the deco network will be stable.

If the steps listed here do not resolve your issue, please help us collect:

1. Identify issue is can’t connect to deco or connected but no internet when the issue happens.

2. How often did this issue happen?

3. Collect Network topology. 

4. Collect TP-Link account ID, Model number of your Deco and clients, then contact TP-Link support.

 

 

 

 

If the above suggestions can’t solve your problem, it’s suggested to contact TP-Link support.

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