Solution HomeCare Parental Control & QoS Suddenly Stopped Working
This Article Applies to:
TP-Link Routers/Deco products with HomeCare features, including Archer AX10000/AX11000/AX6000/GX90/AX50/C5400/C5400X/A20v3/C4000/C3150/C2300/Deco M5/Deco M9/Deco X60v1/Deco X60 v2/Deco X20 v1/Deco P7 v1
Issue Description:
The same parental control settings was working fine before, suddenly stopped working recently. Bedtime or pausing internet etc. doesn't work at all.
For example, the device in parental control profile can still access the Internet during the blocking time of Bedtime.
In addition, QoS function stops working as well.
Solution:
Updated on Sep. 26th 2023
Glad to inform you that we have located the HomeCare issue, new official firmware have been released or are in releasing process now to solve the problem, please pay close attention to any new firmware release through your router Web GUI, Deco App or TP-Link official website, here are the status of new firmware for the affected models:
Firmware Upgrade Instructions:
For Wireless Routers: How to Upgrade the Firmware on the TP-Link Wi-Fi Routers
For Deco products: How to Update the Firmware of Deco
Model |
Hardware Version |
Status |
Archer AX10000 |
V1.6 |
New firmware 1.3.4 Build 20230906 rel.74809 is available |
Archer AX10000 | V2.6 | New firmware 2.1.6 Build 20230907 rel.65510 is available |
Archer AX11000 |
V1 |
New firmware 1.3.4 Build 20230906 rel.74809 is available |
Archer AX11000 |
V2 |
New firmware 2.1.6 Build 20230907 rel.65510 is available |
Archer AX6000 |
V1 |
New firmware 1.3.2 Build 20230906 rel.52143 is available |
Archer AX6000 |
V2 |
New firmware 1.1.3 Build 20230906 rel.52177 is available |
Archer GX90 |
V1 |
New firmware 1.1.3 Build 20230906 rel.45225 is available |
Archer AX50 |
V1 |
New firmware 1.0.13 Build 20230906 rel.40682 is available |
Archer C5400 |
V2 |
New firmware 1.2.9 Build 20230907 rel.96516 is available |
Archer C5400X |
V1 |
New firmware 1.1.5 Build 20230906 rel.10576 is available |
Archer A20 |
V1 |
New firmware 1.1.3 Build 20230907 rel.90532 is available |
Archer A20 |
V3 |
New firmware 1.0.5 Build 20230906 rel.26395 is available |
Archer C4000 |
V2 |
New firmware 1.1.4 Build 20230907 rel.37295 is available |
Archer C4000 |
V3 |
New firmware 1.0.5 Build 20230906 rel.9437 is available |
Archer C3150 | V2 | New firmware Build 220919 is available |
Archer C2300 |
EU V1 |
New firmware 2.0.7 Build 20230906 Rel. 34754 is available |
Archer C2300 |
US V1 |
New firmware 2.0.7 Build 20230906 Rel. 35477 is available |
Archer C2300 |
EU V2 |
New firmware 1.1.3 Build 20230906 rel.41773 is available |
Archer C2300 |
US V2 |
New firmware 1.0.2 Build 20230911 rel.3029 is available |
Deco M5 |
V1&V2&V3&V3.20 |
New firmware 1.7.3 Build 20230906 Rel. 59213 is available |
Deco M9 Plus |
V1 |
New firmware 1.6.2 Build 20230906 Rel. 78043 is available |
Deco M9 Plus |
V2&V2.20 |
New firmware 1.6.2 Build 20230906 Rel. 80158 is releasing |
Deco X60 |
V1 |
New firmware 1.5.2 Build 20230908 Rel. 32618 is available |
Deco X60 |
V2 |
New firmware 1.5.2 Build 20230908 Rel. 32942 is available |
Deco X20 |
V1 |
New firmware 1.5.2 Build 20230908 Rel. 32721 is available |
Deco X20 |
V1.20 |
New firmware 1.5.2 Build 20230908 Rel. 33060 is available |
Deco X20 | V2.0 | New firmware 1.2.3 Build 20230906 Rel. 41655 is available |
Deco P7 | V1 | New firmware 1.4.10 Build 20230911 Rel. 39844 is available |
Original Solution
We have been aware of the HomeCare issue and reported to related engineers. Our dedicated team is actively working to resolve this issue and restore the functionality as quickly as possible. We understand the importance of Parental Control in ensuring a safe and secure online environment, and we assure you that we are prioritizing its resolution.
We will keep you informed of any updates or developments regarding this issue. Your patience and understanding are greatly appreciated.
For now, if you need to limit the internet access time of kids' devices, you could use Access Control Blacklist first to block client devices when necessary. We sincerely apologize for any inconvenience this may have caused
Note: If your device model is not listed above but has similar issues with parental control, the cause would be different, please start a new thread to provide more details.
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Managed to get my family profiles to work.
I've had to reset main ax72 and now newly added bought satellite ax72 back to factory defaults even unbinding them, re set them back up and then gone back through all nearly 40 devices on the app renaming them all and adding them back to family profiles.
Got about to device 32 last night and then the family profile page crashed again and went into constant loading loop.
By that point a few choice words was said amd toys thrown out the pram as I thought I'd have to sit there and re do everything again, gave up and went to bed.
Woke up this morning and the family page is working and the profiles are there and i can open the profiles to give my eldest boy extra internet time ect as I should be able to.
( 13yr old accessing adult sites he shouldn't be and was able to beat the parent controls by putting a vpn on his phone/pc, parents beware as the tether app doesn't recognise Web pages visited or online whilst a vpn has been activated)
If I try and add devices to family profiles through the client page it may work but most of the time it crashes the tether app by restarting the app to show my tp link products, I'll then have to log back into the main router and the proces may repeat a handful of times until my phone (s22ultra latest software) brings up a box saying the app isn't responding and has a couple options like close app ect. I've got pictures of the amount of times my phones registered this amount of times its done it in the last week in issue history on my phone but won't let me upload pics as not a url link.
I genuinely think there is a massive issue with the tether app.
Whilst my router was still running before I re set everything back up the family profiles was still working how I set them as devices that I had set to be locked off the Internet wouldn't load or access sites that had been restricted even though when I could open the family page to see the profiles said there wasn't any profiles but on the client list and any of the clients devices that was linked to a profile showed they was linked to a profile.
My tether app version is 4.2.15 for Android
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Good luck to everyone, keep calm, and do the best you can, that applies to all parties.
Just wild guessing, but if the implementation base on shared cloud services, shared across multiple devices, if so, shouldn't there be a possible general correction to fix all devices on a great general big bang solution?
Quality control on extra time, open up the budget lines for support vendor.
Best regards,
João
Not so happy AX50 client, but someone trying to help out the vendor to help me and the rest of the tplink clients.
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I hope we can get a fix soon. We keep hearing "coming soon"... I've begun to look at other company mesh routers. Synology looks like they have a solid product and strong parental controls.
I can't believe this isn't fixed. Like other people have said, a "rollback" of the firmware would have been an immediate fix.
The problem is that the latest firmware (until the one "coming soon" rolls out) included a "Auto update" and a roll back would be auto applied to anyone who turned that on...
Please get this done yesterday. This has been a long time for an advertised feature to not be available. Parental controls are one of the main reasons I purchased.
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I'm not here to bash, ive tried putting in my previous post everything that's happened with my family controls.
I've had my previous set up for over a year and been rock solid. No dropouts crashes.
I've even managed to convince my mate who has kids to go out and buy a tp link router becuase of how well until yesterday the family control amd router has worked for me as well as my father in law to get stop using he's supplied VM router and get the same ax72 as me I've even offered tp buy it off him if he isn't happy in anyway at the full price he paid for it as I've been nothing but happy and impressed and sung praises with how everything has worked for me
Ax72 main v.01
2x c6 satellites in ap mode
Now my current setup is
1 ax72 main
1 ax72 satellite
1 c6 satellite
Yesterday I added another ax72 v.01 and then all hell broke loose,
I set the 2nd ax72 up via the tether app same ssid and password and put it into ap mode plugged it in and the main router bummed out, most devices dropped connections and come back a couple mins later, WiFi signal was still there ?
I'm on gb connection 1gb down/110 up
All I could pull on the main unit was sub 100Mbps even on 5ghz less than half a meter from the router.
Went up to top floor of my house to check wifi speeds on my now new ax72 satellite and was pulling 935Mbps, now I'm confused
Que the 1st reboot of the night of my main router. Rebooted and then WiFi speeds were back to normal and the satellite is running full speed aswell.
Me thinking winners all is working as it should it was just having a tantrum.
Then come the realisation all was not well,
Went to give my kid extra time on Internet and thats when I realised all the nonsense in my previous post
I've tried putting as much info in my posts for the details to be passed on so it could possibly help get the issues that are quite apparently either going wrong with the app or the routers or a combo of both.
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Cordmaur wrote
@Sunshine , I have a Deco P7 and I'm facing the exactly same issue here.
However, I cannot see it in the list of hardware to be fixed... (last firmware is from 2020).
Can you add it to the list of devices to be fixed?
Thx
Hi, upon checking, Deco P7 is also affected and the new firmware 1.4.10 Build 20230911 for Deco P7 V1 is releasing now, please pay attention to any new firmware update via Deco App.
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Hi, thank you very much for all the detailed information.
Firstly, the AX72 parental control is one of HomeShield functions instead of HomeCare, thus the issue is different from that mentioned in this thread.
According to your description, it seems to be Tether App crashing issue when you tap Family icon on the App sometimes or when you add devices to family profiles through client list page. For the further debugging, we would like to follow up your case via email so that we could get some screenshots and also forwarding to senior engineers if necessary.
Please check your email inbox later.
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Hi sunshine thanks for getting back to me yea I'd be happy to go through email so I can send pics
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Assuming you are support, and that the bottleneck is somewhere else, out of your hands, situation seems to be a bit messy, may I suggest you escalate, or re-escalate the issue to your direct management as something that needs some priority increase, and why not maybe some attempt to compensate unhappy client...
Have a good day
João
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