What should I do if my Mercusys camera keeps losing connection or going offline?

There are some circumstances in which Mercusys cameras do not work stably or lose connection from time to time. This could be due to the network environment or other reasons, and this article provides some helpful tips to fix the situation.

Troubleshooting Guidance

Step 1: Ensure the Router is working properly. Reboot the router and Mercusys camera and see if the camera reconnects.

Step 2: Ensure that the Mercusys smart device receives a good Wi-Fi signal by checking RSSI. Please go to Mercusys APP -> tap in the left top -> Device Settings -> Device info -> tap Wi-Fi icon to see the signal strength (the value of RSSI).

Strong: more than -50 dBm

Good to Average: among -70 dBm to -50 dBm

Poor: less than -70 dBm

Step 3: Update the firmware of the Mercusys camera.

Step 4: Ensure that the Mercusys app is up to date in the app store or on Google Play.

Step 5 Optimize Camera Placement. Position the camera closer to the Wi-Fi router, avoiding obstacles like walls, furniture, or appliances that can obstruct the Wi-Fi signal.

Step 6 Expand Wi-Fi Coverage. Consider a Wi-Fi Range Extender or mesh network to improve the signal strength throughout your home.

Step 7 Reduce Wi-Fi Interference. Keep the camera away from potential sources of interference like microwave ovens, Bluetooth devices, USB 3.0 devices, or baby monitors.

Step 8 Contact the support of your router to optimize your network stability based on your network topology. Example:

1. Change the wireless settings on the router for the 2.4 GHz, set the channel width to 20 MHz, and the wireless channel to 11.

2. Turn off Advanced Wi-Fi settings on the router like Smart Connect, Wi-Fi Optimizing or ‘Channel optimization’, etc.

Step 9 [Optional] Try to configure the camera to another router’s 2.4G Wi-Fi or a mobile Hotspot Wi-Fi to verify whether this issue is related to the specific router.

If the issue is still the same, contact Mercusys technical support and provide the information below for our support to look into further:

1. LED status when the camera is offline, e.g., red/green blinking/green steady, etc.

2. MAC address of the camera

3. The email address to log in to the Mercusys APP

4. When an issue occurs, does the camera work in the local network?

For a test, connect your mobile device to the home Wi-Fi network at that time and see if the Mercusys camera is still accessible on the local network.

5. The model number Wi-Fi router and your network topology:

E.g., ISP Spectrum-Archer C7 router<Wireless> Mercusys camera

6. How often does this problem occur? How do you restore the connection, such as restarting the camera or rebooting the router?