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Troubleshooting Reported Issue and Workaround: Internet Connectivity Problems When Using Deco App

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Troubleshooting Reported Issue and Workaround: Internet Connectivity Problems When Using Deco App

TroubleshootingReported Issue and Workaround: Internet Connectivity Problems When Using Deco App
Reported Issue and Workaround: Internet Connectivity Problems When Using Deco App
2 weeks ago - last edited Monday
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Model: Deco  
Hardware Version:
Firmware Version:

UPDATE: Official Deco App updates that address this issue are now available on the App Store and Google Play. If you have not already done so, please update your Deco App to the latest official version.

 

Hey Everyone,

 

It has come to our attention that some of you may be encountering unexpected Internet connectivity issues while using the Deco app. Our engineers are aware of this and are currently working toward a solution.

 

If you have experienced this anomaly, please feel free to leave a comment including the version of your Deco app, the model number, and the firmware version of your Deco.

 

Then, please use the steps in How to Obtain the System Log From the Deco App to share diagnostic information with our engineers.

 

In the meantime, a temporary workaround can be achieved by installing one of the following Deco App versions:

 

Android

UPDATE: Deco app version 3.9.23 is beginning to roll out via Google Play to address the issue

 

If this update is not yet available for you via Google Play, please download and install 3.9.23 via APK:

 

  1. Uninstall the official Android Deco App version 3.9.22
  2. Install version 3.9.23 via APK
iOS

UPDATE: Deco app version 3.9.12 has officially been released to the Apple App Store, and various users have reported it resolved their concerns. We highly recommend installing this update at your earliest convenience. Check the App Store for updates, or visit the App Store page here: https://apps.apple.com/us/app/tp-link-deco/id1186159417

 

Thank you for your patience and cooperation while our engineers work to address this.

Check out the Latest: Getting Started with EasyMesh and TP-Link New Tablet Mode for the Tapo App Comparing the Latest Tapo Doorbells
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#1
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19 Reply
Re:Reported Issue and Workaround: Internet Connectivity Problems When Using Deco App
2 weeks ago

  @Ryan Just confirming that iOS v3.8.159 functions correctly - the crashing issue is resolved using this version. (Deco XE75 1.4.1 build 20240722 rel. 604691)

 

Inadvertently downloaded 3.9.11 initially - can confirm this version does NOT function correctly (drops the internet connection when accessing the menus).

 

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#2
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Re:Reported Issue and Workaround: Internet Connectivity Problems When Using Deco App
2 weeks ago

  @Quijibo 

 

Glad to hear! Thanks for the feedback — and for the additional insights about your inadvertent experience with 3.9.11.

Check out the Latest: Getting Started with EasyMesh and TP-Link New Tablet Mode for the Tapo App Comparing the Latest Tapo Doorbells
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#3
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Re:Reported Issue and Workaround: Internet Connectivity Problems When Using Deco App
2 weeks ago

  @Ryan  Issue is present on Deco X60 v3, using app version 3.9.22 on Android 16. Will submit app logs momentarily.

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#4
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Re:Reported Issue and Workaround: Internet Connectivity Problems When Using Deco App
2 weeks ago - last edited 2 weeks ago

  @Ryoman 

 

Thanks! Our engineers will appreciate the logs.

 

In the meantime, if you need a workaround for Android, feel free to try the 3.8.215 APK method in the original post.

Check out the Latest: Getting Started with EasyMesh and TP-Link New Tablet Mode for the Tapo App Comparing the Latest Tapo Doorbells
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#5
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Re:Reported Issue and Workaround: Internet Connectivity Problems When Using Deco App
2 weeks ago

  @Quijibo 

Hi, Thanks for the update.

An official version 3.9.12 for iOS was released about 7 hours ago. Several users confirm that it has successfully addressed network instability issues.

It is also suggested to install this version from the APP store to see whether it helps.

Best regards.

▶Deco BE11000/ BE63_V2.6_1.1.7 Ready for Test ▶Deco BE25_V1_1.0.17 Ready for Test! ▶Update Deco BE65 Pro to the Latest 1.1.3 Firmware Now! Try to leave a Message if urgent help is required.
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#6
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Re:Reported Issue and Workaround: Internet Connectivity Problems When Using Deco App
a week ago - last edited a week ago

Hey Everyone,

 

I just wanted to provide another update. Apart from 3.9.12 now being available for iOS on the App Store as a solution for iPhone users, the Android Deco app version 3.9.23 is rolling out via Google Play. If you do not see 3.9.23 available via Google Play, you can download the APK for Deco App 3.9.23 here: Deco App 3.9.23 (Android) APK

 

If any anomalies persist after updating, please share your Deco model, firmware version, and a description of what steps are taken to manifest the anomaly.

 

 

Check out the Latest: Getting Started with EasyMesh and TP-Link New Tablet Mode for the Tapo App Comparing the Latest Tapo Doorbells
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#7
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Re:Reported Issue and Workaround: Internet Connectivity Problems When Using Deco App
a week ago - last edited a week ago

  @Ryan 

 

Having a bunch of new issues with the new version of the deco app. They all seem to be display issues. The app currenly shows i have no devices online and it shows no smart home devices online.

 

It also turned off my IoT network. 

 

It some of the screenshot it shows the main deco Pantry as offline when its not. One of the screenshots it wants me to unplug the ethernet cable from the 2nd unit deco called Living room because it thinks it's hooked up to a modem??

 

The pantry unit is the one hooked up to the modem :) 

 

The app is also blocking me from taking screenshots of the IoT settings screen and the Wi-Fi Settings screen. Also none of my networks are displaying on the Wi-Fi settings screen

 

I opened a ticket via the application with screenshots - Ticket number TKID250365232

 

Need help with the Deco app, setup, Ethernet backhaul, network switch or rolling back firmware? https://community.tp-link.com/us/home/forum/topic/699816?page=1
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#8
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Re:Reported Issue and Workaround: Internet Connectivity Problems When Using Deco App
a week ago

  @Ryan 

 

Does this address dropping iot devices?

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#9
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Re:Reported Issue and Workaround: Internet Connectivity Problems When Using Deco App
a week ago

  @HelpFixDecoApp 

 

Also do this please. 

 

  • Open the side bar in the Deco app
  • Tap Support Center
  • Open any FAQ
  • Scroll to the bottom 
  • Tap "No, I need more help"
  • Tap Email Us
  • select
    • App
    • In the questions section include the existing ticket number
    • tap "Add System Logs"
    • Send

 

Check out the Latest: Recent Smart Home Features and Updates for Tapo and Kasa Securing Your TP-Link ID with 2FA:Deco and Tether | Smart Home Splash into a Smarter Summer with Sub-G Sensors, Matter, and Apple Home!
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#10
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Re:Reported Issue and Workaround: Internet Connectivity Problems When Using Deco App
a week ago

  @SharkGV 

 

I'm not aware of any changes made to IoT network client behavior—as that would predominantly be reliant on firmware. 

 

To my knowledge, this Deco App update addresses the symptoms users were having where the Main Deco goes offline (Red LED) when interacting with otherwise innocuous or unrelated menus in the Deco app.

Check out the Latest: Getting Started with EasyMesh and TP-Link New Tablet Mode for the Tapo App Comparing the Latest Tapo Doorbells
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#11
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