Deco XE75 Pro showing 0 clients but Internet working fine

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Deco XE75 Pro showing 0 clients but Internet working fine

This thread has been locked for further replies. You can start a new thread to share your ideas or ask questions.
Deco XE75 Pro showing 0 clients but Internet working fine
Deco XE75 Pro showing 0 clients but Internet working fine
2023-06-26 22:23:27
Model: Deco XE75 Pro  
Hardware Version:
Firmware Version: 1.2.2 Build 20230601 Rel. 66771

Deco XE75 Pro showing 0 clients but Internet is working fine. I have a rebooted the mesh network three times and I've also reinstalled the app on my Android (Pixel 7 Pro) mobile device, but still no luck.

 

It worked fine for the first 4 days and now the app is getting this error while trying to refresh the client list.

 

Without the client list I can't set up and control parental controls.

 

Appreciate any help on this. Thanks.

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#1
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4 Reply
Re:Deco XE75 Pro showing 0 clients but Internet working fine
2023-06-27 06:11:23

  @Chaalz 

Hi, welcome to the community.

Can I have a picture of the client list on the Deco APP?

Please also refer to this link to help me submit the APP log:

How to submit Deco APP log

 

Wait for your reply.

Best regards.

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#2
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Re:Deco XE75 Pro showing 0 clients but Internet working fine
2023-06-27 14:31:42

  @David-TP 

Thanks for the reply. Its just an empty client list

I have internet access and I can log into https://tplinkdeco.net/ and see the list of clients connected, but the mobile app is not able to retrieve the client list.

I was using OpenDNS FamilyShield DNS IP addresses and thought that was blocking the request to get the client list so I switched back to my Xfinity DNS but the problem is still there. 

 

It was working fine with the exact settings I have now.

 

I have rebooted the router many times as well as unplugged it from power.

Are there logs on the router that can show all requests going to/from it?

 

 

 

.2f5a6f0eaac74a979a2a1df8af14386f

 

 

 

Deco Failed to Obtain Client List error

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#3
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Re:Deco XE75 Pro showing 0 clients but Internet working fine
2023-06-29 02:16:42

  @David-TP , any thoughts on this issue?

 

When I try to view the client list on my phone, is it going to a cloud service to get the data and that request is failing? Or is it trying to get data from the router itself? I can see a list of clients when I log in to the web version but even that looks like an outdated list.

 

Without the ability to view clients/connected devices the Parental Controls are useless and I'd have to return this product for something else.

 

Any help is greatly appreciated.

 

Thanks.

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#4
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Re:Deco XE75 Pro showing 0 clients but Internet working fine
2023-06-30 12:42:09

  @Chaalz 

Hi, sorry for the delay, and Thank you very much for your time and patience.

It should get data from the router itself. I used to see it once when Deco M5 updated to 1.6.3 and later the new firmware fixed it. 

And I see the case has been forwarded to the engineers and they would help us find a solution as soon as possible.

 

There is one suggestion that was shared by one user:

1. Temporarily disconnect the two satellite XE75 pros.

2. Then restart the main Deco once.

3. check on the Deco APP again when any online clients showed up on the Deco APP when there is only the main Deco.

Thank you very much.

Best regards.

 

 

 

 

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#5
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