5. Your TP-Link ID (email account), ISP, and model number of your modem.
6. The model number, hardware, and firmware version of your Deco units.
Case 2. Satellite Deco drops out or lost internet suddenly.
1) Confirm LED Status when the issue happens on each Deco unit and confirm which Deco
units are having the dropping issue
Please distinguish solid red or flashing red, and record the MAC addresses of the Deco units,
which have dropping issue.
2) Check whether there are any household appliances or metal products near it and the
front Deco
If yes, please place the Deco units in an open position.
3) Check the signal source, signal strength, and distance of each satellite Deco when the
satellite Deco is working
The signal source and signal strength can be viewed in the Deco app.
A: If the signal strength is okay (full bars or two bars), there is no need to move Deco units.
However, if you have more than one satellite deco but only a specific satellite deco drops out,
please try to swap the locations of the problematic deco and the working satellite Deco, and
verify if the dropping issue happens on a specific location or specific Deco.
B: If the signal strength is weak (one bar), please try to move the satellite Deco closer to the
main Deco, and place them at the same height if they are on the same floor.
C: If the signal strength shows Ethernet, there is no need to move Deco units. Please check if
there is a switch between the two Deco units. If yes, please try to remove the switch from the
network and connect the Deco units directly. Then please check if the network is stable and
record the model number of the switch.
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. Deco APP signal source/strength screenshots and distance of each Satellite Deco unit
2. The LED status on Deco units (flashing red or solid red?)
3. Which Deco units are having dropping issues? Please record their MAC address.
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