What should I do if I can't view the MERCUSYS camera?

If you have finished the configuration process on the MERCUSYS app but are not able to view the MERCUSYS camera, please refer to the following steps to troubleshoot.

After completing the configuration process, the Camera will appear on the MERCUSYS app.

If you're having trouble viewing or controlling your camera, which may often appear offline on the app. Here are some suggestions to help you troubleshoot the issue:

Case 1: Can’t view or control the camera in the local network

Please try connecting your phone and camera to the same Wi-Fi network, open the MERCUSYS app on the same network, and check if you can access the Camera.

If the Camera is still offline, please try the following troubleshooting suggestions.

Step 1: Check the system LED status of the Camera to see if it is connected to the Wi-Fi Network. (You can find detailed information about the LED light status at the end of this article.)

Otherwise, reset the camera to factory default settings as per UG and then reconfigure it.

How to reset my MERCUSYS camera: While the camera is powered on, press and hold the Reset button for at least 5 seconds until the LED blinks red. The camera will reset and reboot.

Step 2: To verify if you can access the camera within the same network, ensure that the phone and camera are connected to the same Wi-Fi network. Close the app and relaunch it.

Please make sure to turn off any VPN connection (if active) and disable Cellular Data on the phone while attempting this. If you have another phone available for testing, try using it and ensure it is connected to the same Wi-Fi network as the camera.

Step 3: Try disabling client isolation, firewall, or access control on the router, and then restart both the router and the camera. These features might block the devices' network connectivity.

Case 2: Cannot view the camera remotely

If your phone can access the camera while connected to the same local network, please try the following troubleshooting suggestions.

Step 1: Ensure that the Wi-Fi or cellular network your phone is currently connected to has internet access. You can test this by opening other websites or simply trying to use another phone.

Step 2: Confirm the MERCUSYS app has cellular permission (Settings > MERCUSYS app, ensure it is Allow WLAN & Cellular Data).

Step 3: Using a public DNS server may improve the connection. Try changing your router's DNS server settings to 8.8.8.8. If you don't know how to do this, please contact your router's customer support.

Verify if any firewall or security settings are blocking the connection to the Cloud Server. Temporarily disable any antivirus, firewall, or security software to see if it resolves the issue.

Case 3: Live view is slow or fails to load/ Playback not working

Sometimes, you may find that you can't watch the MERCUSYS camera live view or playback properly, the video takes a long time to load, keeps spinning, or even fails to load (Error: "Try Again"), and needs to be reloaded several times.

For this situation, the following suggestions may help you.

1. Ensure that the camera receives a strong Wi-Fi signal from the router.

2. Ensure both the camera firmware and MERCUSYS app are up-to-date.

3. Check if you can stream the camera properly on the local network.

Try connecting your phone to the home Wi-Fi network and see if the camera's live view or playback videos load properly.

4. Try a different network on your phone, such as using mobile data or connecting to a different Wi-Fi network.

Ensure the internet quality and signal strength are good on your phone.

5. Try turning off any active VPN connection or disabling network filtering and security software based on VPN mechanisms.

6. Try a different mobile device to stream the camera if you own one.

Case 4: Live view not syncing /Sound stutters or lag

1. Check the internet quality and signal strength of the phone. Try to switch to another network if the signal is weak or unstable.

2. Check the signal strength of the camera. If the signal is weak, try to move the camera closer to the router.

3. Try turning off any active VPN connection or disabling network filtering and security software based on VPN mechanisms, and re-open the app for a try

4. Lower the video quality: Tap the middle of the live view page, and the video quality option will appear at the bottom of the live view page.

5. Check whether there are electronic devices around the camera that may cause interference with the signal, and try to place the camera away from these devices. For example, a running microwave oven, a hair dryer, a TV, etc.

6. Check if the video plays normally on the local network.

Tips: Understand the current working status of the camera by checking the LED light and respond accordingly.

When the camera is offline or inaccessible, it is often in one of the following two states:

Connecting to Wi-Fi (Camera is attempting to connect to the Wi-Fi network of the router)

1. If you are configuring the product for the first time, it is recommended that you first check if the password input during the configuration process is correct.

2. If the issue occurs during use, please check if the Wi-Fi network of the router is normal. For example, can other devices connect to the same 2.4 GHz Wi-Fi network normally? You can try to power off and restart the camera to see if it can be restored. If you have adjusted the position of the router or camera, it is recommended that you move the camera closer to the router to ensure that it has a good wireless signal.

3. We recommend fixing your router's 2.4 GHz Wi-Fi channel to a specific one, like 1, 6, or 11. This can enhance the stability of connected devices in certain scenarios.

Connected to Wi-Fi (Camera has connected to the Wi-Fi network of the router but cannot connect to the cloud server via the internet)

1. Please check your internet connection and ensure that your other devices can connect to the internet properly.

2. Verify if any firewall or security settings are blocking the connection to the Cloud Server. Temporarily disable any antivirus, firewall, or security software to see if it resolves the issue.

3. Using a public DNS server may improve the connection. Try changing your router's DNS server settings to 8.8.8.8. If you don't know how to do this, please contact your router's customer support.

Please contact MERCUSYS technical support with the following information if you still can't view the MERCUSYS camera successfully after the above suggestions.

1) Your email to log in to the MERCUSYS app.

2) The model number of your MERCUSYS camera and its MAC address.

3) The model number of the host router.

4) How frequently does the issue happen, and how can it be recovered?

5) Whether you have tried all the suggestions listed above or not. If yes, what are the results?

Get to know more details of each function and configuration. Please go to Find Your Product to get more information about your device.