TP-Link Deco Troubleshooting Steps page 7

4. How often does the issue happen?
5. How to recover the internet? By rebooting the Deco or the internet will come back
automatically?
6. Screenshot of Network Map on http://tplinkdeco.net
7. TP-Link ID (email account), model number, hardware, and firmware version of your Deco
units.
Case 3. LED status on all Deco units is solid white or green but certain wireless devices
drop out or lose internet suddenly.
1) Update the driver of the device's network adapter
2) Identify the issue phenomenon such as Wi-Fi still showing connected but no internet
access, or unable to connect Deco Wi-Fi anymore when the problem happens.
If Wi-Fi is still connected but no internet access, please try moving the device near one of the
Deco units and reconnect the Wi-Fi to see if the internet works. (Disable Wi-Fi and enable it on
the client device)
If the client device is unable to connect to the Wi-Fi, please try to disable fast roaming and Mesh
Technology for the device on Deco App; if you are still unable to connect it, please try to enable
the guest network without encryption to see if the specific device is able to connect the open
guest network.
3) Check if the client is included in the Blacklist or a profile under Parental Control, which
is paused or at bedtime.
If the above steps do not resolve your issue, please contact TP-Link Support and provide
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. TP-Link ID (email account)
3. The model number of dropping client devices and how often they drop.
4. Wi-Fi still shows connected but no internet access, or unable to connect Deco Wi-Fi anymore
when the problem happens