Deco app fails to recognise network remotely after power outage
Hi guys.
The Deco app was working well and I was able to monitor my remote property's network flawlessly, until a power outage happened at the property.
Following the outage the network clearly came back up, as I can see my Tapo cams and NAS directly. It's fine. But the Deco app itself says it's unable to connect to the Deco X73-DSL, even though it is obviously working.
I have checked that the app is the latest version as at 3 November 2025. I have quit and relaunched the app. I have power cycled the iPhone. I have tried reaching it from multiple wifi and my cellular networks.
Look, I'm sure that if I rebooted the Deco from its own network it might fix itself - but that's not the point. I'm not physically there to do that. Why is it that either the Deco app or the Deco X73 doesn't re-establish a connection with whatever bridge TP-Link runs to allow remote access in? It's a bug in one or the other.
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Thanks for reaching out. I understand that after a power outage at your remote property, your Deco Mesh network came back online (as your Tapo cameras and NAS are accessible), but the Deco app is now showing the error message: "Unable to connect to Deco, make sure the main Deco works well." You have already updated the app, restarted your phone, and tried different networks, but you cannot physically reboot the Deco unit at this time.
This error message means the Deco app cannot establish a remote management connection with your main Deco unit, even though local devices may still have internet access. Sometimes, after a power outage, the Deco unit may not properly re-register with TP-Link's cloud service, which is required for remote management via the app.
Here are some steps you can take or consider:
1) Wait and retry: Sometimes, after a power outage, it may take several minutes for the Deco to fully reconnect to the TP-Link cloud. Tap "Reconnect" in the app and wait a few minutes.
2) App troubleshooting:
• Force close and reopen the Deco app.
• Ensure you are using the latest version of the Deco app (which you have already done).
3) Remote reboot: Unfortunately, if remote management is not working, you will not be able to reboot the Deco remotely through the app. If you have a smart plug or another way to power cycle the main Deco unit remotely, try that. Otherwise, a physical reboot may be required.
4) Additional checks:
• Confirm that the main Deco's LED is solid green (if you have a way to check remotely).
• If you can access the network locally (via a VPN or remote desktop), you might be able to check the Deco's web interface, if supported.
5) Contact TP-Link support: If the issue persists and you cannot reboot the device remotely, please contact TP-Link support. Provide them with:
• The LED status of the main Deco
• Confirmation that the internet is working on the Deco network
• A screenshot of the error message and steps you have tried
• The MAC address of your main Deco and your TP-Link ID (email address)
• Export debug logs from the Deco app (in the app: tap the three lines icon > Support Center > any FAQ > scroll to bottom and tap "No, I need more help" > tap "Email Us" > check "Add System Logs (Optional)" and select "App" > click "Send").
Note: This issue can sometimes occur after power outages due to how the Deco unit reconnects to the cloud. While the local network may work, remote management relies on the cloud connection being fully restored.
If you have any way to remotely power cycle the main Deco, please try that. Otherwise, once someone is able to physically reboot the Deco, the remote management connection should be restored.
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Well, it's been over 24 hours now, so the waiting option isn't working.
The rest of your advice depends on me being there, which I can't be. I can't export logs that I can't access in the first place.
I appreciate you're trying to help, and thank you for that, but it'd be best if you could just mark it as a bug and ask someone to look at the X73's code for reconnecting to TP-Link cloud. This shouldn't be the user's problem to work around. As a recent purchaser I've already read how the firmware for the X73 has been neglected for too long.
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Not sure it's a bug more of a design flaw. As for the lack of firmware not even the tp-link staff that monitor these forums have an idea on if/when new firmware is released.
Best we can do is ask one of the staff if there is a beta version out that you can install but you still wont be able to do that unless you can power cycle the units
Pretty sure there isn't another way beside power cycling the units but still wanted to ask you if you have any ideas?
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Hi, thank you very much for the feedback.
Can you help me find the MAC address of the main Deco X73-DSL?
-You could leave me a message with the MAC address.
Have you tried to delete the Deco APP and download it again? (Deleting the Deco App will not mess with the current network configuration.)
Wait for your reply.
Best regards.
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@David-TP I've sent you a PM with the MAC address.
Deleting and re-installing the IOS app changed nothing - still gives me the "Unable to connect to Deco".
All wifi devices that are able to be remotely accessed on that Deco are still perfectly accessible, including 3 Tapo cameras (via the Tapo app) and my network of Google Home assistants and cameras. I can even dial in on the VOIP line set up in the unit, so that's working too.
Interestingly I can't reach a NAS that is connected by wired Ethernet, but that may be more to do with the power failure and the order in which things booted up afterwards.
Surely it's pretty basic level stuff that a Deco product should be able to sense when it's online and if its link to the TP-Cloud is offline, it should try re-establishing that connection? I don't think that's too much to ask?
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@DanHanna Hi, thank you very much for your time and patience.
Will you plan to visit the property where Deco X73-DSL was installed recently?
After checking the MAC address, Deco X73--DSL also shows "Offline" in the cloud.
Wait for your reply.
Best regards.
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@David-TP I plan to be up there within about 5 days, possibly earlier.
It may make no difference, but in an effort to get external control of the X73-DSL I got into the Google Home app and added both it and the satellite X50 to the "home" for the remote property. Google could immediately "see" and add those units to the "home". But when I tried to open either one from the Google home network of devices, they showed as offline.
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Just me brain storming could @DanHanna set up a reboot schedule? Would the deco still reboot on said schedule even if the deco was disconnected from the app? After the reboot would it reconnect to the app?
I was also thinking about plugging each deco into a smart plug that @DanHanna could turn off/on at will. Would it reconnect that way?
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@HelpFixDecoApp I had the same idea and ordered a Tapo P300 power strip with 3 programmable outlets. From what I've read, you can program a schedule into it that will operate independently of the internet going down, even after a power failure (as opposed to automations, which do require network connectivity).
I don't want to do regular reboots as it gives me all sorts of alarms from the network clients going offline. And I didn't think much of giving TP-Link more money to compensate for a product that isn't working properly.
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