Why are my Deco Nodes or Clients Appearing as Offline in the Deco App?
Deco W3600 , Deco X68(2-pack) , Deco X20 , Deco M1300 , Deco X68 , Deco HC4 , Deco X25 , Deco X3600(2-pack) , Deco Voice X50 , Deco X5700 , Deco S4(3-pack) , Deco M4(3-pack) , Deco X60(3-pack) , Deco W6000 , Deco XE5300 , Deco M5 , Deco M4 , Deco X3600 , Deco HX20 , Deco XE75 , Deco M3 , Deco X20(3-pack) , Deco M5 Plus(3-pack) , DecoX5700 , Deco X50-4G , Deco S7(3-pack) , Deco X3600(3-pack) , Deco M5(3-pack) , Deco S4(2-pack) , Deco Voice X20 , Deco X73-DSL , Deco W7200 , Deco P9 , Deco X68(1-pack) , Deco P7 , Deco X60(2-pack) , Deco X60(1-pack) , Deco X20-DSL , Deco X68(1 pack) , Deco 5G , Deco M5 Plus , Deco P7(2-pack) , Deco X20-4G , Deco S4(1-pack) , Deco S7 , Deco X76 Plus , Deco S4 , Deco X20(2-pack) , Deco X90 , Deco W2400 , Deco X50 , Deco X96 , Deco X55 , Deco E4 , Deco E3 , Deco W6000(2-pack) , Deco X20(1-pack) , Deco X68(3-pack) , Deco M9 Plus(2-pack) , Deco X80-5G , Deco M5(2-pack) , Deco M9 Plus , Deco X5700(2-pack) , Deco AC1200 , DecoX5700(2-pack) , Deco M3W , 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.
If you experience trouble with Deco units or clients showing as “Offline” in the Deco app, despite being online, please refer to the troubleshooting steps below.
Case 1: When managing your Deco network locally, one or more Deco units appear “Offline” or “Unable to connect to the Internet.”
Possible Solutions:
Connect your phone to the Deco’s Wi-Fi network to verify whether internet access (NOTE: Make sure mobile data and VPN connections are disabled so your phone doesn’t default to these instead). If there is still no Internet access, refer to the link for further troubleshooting.
If your Deco does have internet access, please try the following steps, making sure to check the status before proceeding to the next troubleshooting step.
1) Tap the Network map in the Deco app → tap the offline Deco unit → tap "Check Again" to refresh its status.
2) Swipe down on the Network map page to refresh it.*
3) Force to close the App, then relaunch it.
4) Reboot all the Deco units.
*Note: It may take several attempts for the app to refresh successfully.
Case 2: Some online clients appear in the Offline Devices list
Solution:
1) Please ensure you have not configured a static IP address on the client.
2) Verify whether the client device is using a private MAC address, also known as the “Private Address” feature on some smartphones.
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