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Only able to use Deco app via wifi, can't connect when I'm away from home

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Only able to use Deco app via wifi, can't connect when I'm away from home

This thread has been locked for further replies. You can start a new thread to share your ideas or ask questions.

TobyTheCat

2024-05-02 17:49:16

Posts: 4

Helpful: 3

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Registered: 2024-05-02

Only able to use Deco app via wifi, can't connect when I'm away from home

2024-05-02 17:49:16

Model: Deco M9 Plus

Hardware Version: V2

Firmware Version: 1.6.3 Build 20231225 Rel. 60770

Hello all

Like the title says, I'm only able to use Deco app via wifi, can't connect when I'm away from home

I use to be able to use the app everywhere, not just connected via my own Deco wifi

The error says there's something wrong with the cloud service

Cloud error

So far I have tried the following:

Reset all the Deco units

Reinstalled the app twice on the two different phones (both iPhone)

As soon as I switch on wifi on my phone and connect to my own Deco wifi network, the app connects and everything works as it have been for years

HELP :-)

Fred

5 Reply

klipse

LV3

2024-05-02 18:15:24

Posts: 175

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Registered: 2019-07-08

Re:Only able to use Deco app via wifi, can't connect when I'm away from home

2024-05-02 18:15:24

@TobyTheCat

It could be that you have been signed out of your cloud account therefore it not working out of the house.

When on wifi and you are in the app check, top LHS is 3 lines, click on them, then "view account", it might show as logged out or if not maybe log out and back in to refresh the login.

BT Full fibre 500, 1x X60 V3.2 in router mode and 1 x XE75Pro V2.

TobyTheCat

LV1

2024-05-03 07:29:46

Posts: 4

Helpful: 3

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Registered: 2024-05-02

Re:Only able to use Deco app via wifi, can't connect when I'm away from home

2024-05-03 07:29:46

@klipse

I checked that, I am signed in, I tried signing out and back in again, but that doesn't help either

David-TP

2024-05-06 01:07:35

Posts: 12443

Helpful: 1719

Solutions: 1199

Stories: 9

Registered: 2020-04-14

Re:Only able to use Deco app via wifi, can't connect when I'm away from home

2024-05-06 01:07:35

@TobyTheCat

Hi, Thank you very much for the feedback.

Are you still having this issue now?

If yes, could you please refer to this link to help me submit the APP log:

How to submit Deco APP log

Is the Deco M9 Plus solid green and working well?

Wait for your reply and best regards.

▶Check What's Currently Going on With Deco ▶Deco Starts Supporting Changing Wireless Channels! Deco BE85_1.1.1 Supports WireGuard VPN,Channel Selection and Matter Deco BE65_V2_1.1.0 Supports WireGuard VPN, Channel Selection and More ▶Deco APP 3.8.102/3.8.112-Ready for A New Deco Onboarding Experience! Try to leave a Message if urgent help is required.

TobyTheCat

LV1

2024-05-06 08:51:07

Posts: 4

Helpful: 3

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Stories: 0

Registered: 2024-05-02

Re:Only able to use Deco app via wifi, can't connect when I'm away from home

2024-05-06 08:51:07

@David-TP

Hi David,

Yes, the issue is persistent, apart from the issue of not being able to use the app when I'm not home, the rest of the system is working perfectly, all leds are green

I will submit the app log according to your link, I hope you can see why it's not working

Best regards

Fred

TobyTheCat

LV1

2024-05-07 09:20:32

Posts: 4

Helpful: 3

Solutions: 0

Stories: 0

Registered: 2024-05-02

Re:Only able to use Deco app via wifi, can't connect when I'm away from home

2024-05-07 09:20:32

@TobyTheCat

UPDATE

To my huge surprise, this morning during some shopping I gave the app another try, and it worked

I haven't changed any setting at home or in the app, there were no updates, I have no idea why it works now

It hadn't worked for months, so I'm happy, but there is a nagging question, why......?

Did TP-Link do something ? Perhaps with my account ? Is there anything I can do to keep this working ?

For the time being I'm happy that is works

Thanks everyone for your support

Fred

Only able to use Deco app via wifi, can't connect when I'm away from home

Only able to use Deco app via wifi, can't connect when I'm away from home

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