Frequently Asked Question
Why does the Deco app show a satellite offline when devices still have working internet?
ACE SUPPORT · TP-LINK
An offline status in the app can be a refresh or device-identification issue. Confirm actual connectivity before treating it as a failed satellite.
Applies to
Deco app-managed networks, including X50 Pro, X50-5G and X75. This article covers an offline app label with otherwise working service. A red satellite or a genuine internet outage requires the separate Deco instability branch.
Before you begin
Keep client privacy features and business security settings unless a controlled test is necessary. Do not disable private addresses on every phone to tidy the client list.
A whole-mesh reboot interrupts all users. Try app refresh checks first and arrange a suitable time if a reboot is still needed.
Work through these checks
- Connect your phone to the Deco Wi-Fi and turn off mobile data for the test, so cellular service cannot hide a Wi-Fi outage. On a connection you control, pause any active VPN for this comparison. Check several websites and the service you normally use.
- Identify the offline item carefully. A satellite Deco marked offline and a client appearing in Offline Devices are different cases. Note the unit's LED, name and location, and check whether another device using that area still works.
- If internet works, open the Deco map, tap the offline unit and select Check Again. Pull down the Network page to refresh. Fully close and reopen the app. TP-Link notes that refreshing may take more than one attempt.
- Check that the app is current and collect the before/after status. If the unit is truly red or clients lose internet, move to the official Deco disconnection guide and choose the main-unit, satellite or client branch matching the symptoms.
- If only a client appears offline, compare the active client record, its current address and any static/private-address behaviour. Do not delete devices or rewrite working IP plans solely to change the label. If app refresh does not resolve a false satellite status, schedule a normal reboot and retain the observations for support.
Confirm the result
With mobile data still off, confirm internet through the relevant area and recheck the Deco map after refreshing. Restore the phone's normal mobile-data/VPN settings. A corrected map is useful, but real connectivity remains the deciding check.
When to contact us
Send our Support Specialist the Deco models/versions, app/phone version, LED states and whether internet worked during the offline report. Include a redacted map and the Check Again/relaunch result.
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Updated 260428