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"Couldn't connect to Deco" - FRUSTRATING!

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"Couldn't connect to Deco" - FRUSTRATING!

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"Couldn't connect to Deco" - FRUSTRATING!
"Couldn't connect to Deco" - FRUSTRATING!
2022-09-01 20:09:03
Model: Deco M5  
Hardware Version: V20
Firmware Version:

Hi everyone 

 

I got annoyed with the persistent WiFi blackouts, so I decided to reset my entire network, including a factory reset of my Virgin Hub 3.0 (which was running in Modem Mode). 

 

I reset and unplugged all 3x of my M5s, then started the setup again from scratch. 

 

I even cleared the Deco app's cache & storage. 

 

Upon trying to reconnect the 'main' M5 unit to my Virgin Hub, it does says "Unit found" and then u select the room, it then loads and proceeds to fail at a "Couldn't connect to Deco" error stage. 

 

Please, please help me. Anyone? 

 

Thanks, 

 

Z

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#1
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14 Reply
Re:"Couldn't connect to Deco" - FRUSTRATING!
2022-09-02 03:51:01

  @Nkol7 

Hi, has it asked to create the Wi-Fi network so far?

Or did this error message pop up after selecting the location?

And what color of the LED indication on the Deco, flashing blue or flashing red?

Here are some suggestions for you:

1. please check on the wireless network settings on the smart phone and make sure the old network has been completely delected.

2. then turn off any VPN connection on the phone and try again.

Wait for your reply.

Best regards.

 

Deco Monthly Recap- Check What's Currently Going on With Deco KidShield Test Recruitment, Share Your Ideas With us!
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#2
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Re:"Couldn't connect to Deco" - FRUSTRATING!
2022-09-02 06:00:22 - last edited 2022-09-02 11:39:07

  @David-TP hi there :).

 

It hasn't asked me to setup any WiFi yet because I can't get past the second step (see my screenshot please). 

 

1) power up "main" Deco M5 unit (connected to my Virgin Hub via ethernet) 

2) wait for flashing blue light on M5

3) open Deco app and select "Let's begin" 

4) "Deco found!" 

5) Select the room of the "main" Deco 

6) Select "Next" 

7) "Detecting internet connection type..." 

8) THEN I GET ERROR: "Couldn't connect to Deco" 

 

I tried your advice and "Forget" all previous SSIDs from my phone (specifically the old SSID that was previously being used), but it didn't change anything. 

 

Regarding your second point, I don't have any VPN active. 

 

Any other advice? 

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#3
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Re:"Couldn't connect to Deco" - FRUSTRATING!
2022-09-02 11:39:53
Hi - I updated my post above after trying your recommendations, but no luck. Please can someone help me?
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#4
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Re:"Couldn't connect to Deco" - FRUSTRATING!
2022-09-02 13:21:48
What mode is your Virgin hub in now? Perhaps try the Virgin hub in router mode first, then set up Deco’s, then change Virgin hub to Modem mode or visa versa….
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#5
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Re:"Couldn't connect to Deco" - FRUSTRATING!
2022-09-02 13:39:19

  @klipse hi I've tried in both Router and Modem modes - same result on both. 

 

Remember, it WAS working right up until the point I disconnected everything... So it's highly unlikely they devices are faulty. 

 

Oh and I tried different M5s and different ethernet cables... 

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#6
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Re:"Couldn't connect to Deco" - FRUSTRATING!
2022-09-02 13:56:30
Have you tried deleting the Deco app completely off your phone and reinstalling it? Anything is worth a go….
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#7
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Re:"Couldn't connect to Deco" - FRUSTRATING!
2022-09-02 14:00:01

  @klipse yeah, tried that too :(

 

I've powered down, disconnected and forgotten all known Bluetooth pairings. And tried toggling BT on/off. 

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#8
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Re:"Couldn't connect to Deco" - FRUSTRATING!
2022-09-02 14:14:13
Not sure then, sorry, maybe someone else on here can help or Maybe Dave @ TP link… good luck.
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#9
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Re:"Couldn't connect to Deco" - FRUSTRATING!
2022-09-02 22:56:14

  Can anyone else try and lend a hand please? 

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#10
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Re:"Couldn't connect to Deco" - FRUSTRATING!
2022-09-03 07:16:48

  @Nkol7 I see on the Deco app when setting up Deco's if there is an issue with Bluetooth perhaps, if you connect to the Deco's wifi and then try setup like that, it might help?

 

So turn off Bluetooth on your phone, start up Main deco and get blue pulsing light, then connect to Deco's wifi and see what happens with setup then? Few screen snips below from the app.

 

By the way I don't have Deco's myself, just trying to help you out wink  I use other TP link products.

 

 

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#11
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