Why are my Deco Nodes or Clients Appearing as Offline in the Deco App?

If Something Goes Wrong
Updated 11-22-2023 00:07:25 AM 1119072
This Article Applies to: 

 

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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