Cannot use Mercusys app to control my cameras

If you have finished the configuration on the MERCUSYS app but are unable to control the camera through the app, please refer to the following steps to troubleshoot.

Case 1. Cannot use the MERCUSYS app to control my camera on the local network

Step 1. Check the LED status on the camera as per User Guide. If the LED status shows the device is not working properly, please reset the device and re-configure it.

Step 2. If the camera was working fine before, confirm if there are any changes in the router or the network environment.

Step 3. Go to the “Device Settings” page on the MERCUSYS app to check the signal strength of the MERCUSYS device.

If the signal strength ranges from -70dBm to -40dBm, it means the camera has a good signal from the router.

If the signal strength is less than -70dBm, it means the signal strength from the router is too weak. In this case, please move the camera closer to your router for a try.

Step 4. To upgrade the camera to the latest firmware, you may refer to the instructions:

MERCUSYS app > Camera page > Manage icon > Device Setting > Device info > Firmware Version > Check for update

If there is no available update, please check and inform us of the current firmware version.

Case 2. Cannot use the MERCUSYS app to control my cameras remotely

Step 1. Make sure you can control the camera in the local network. If you are unable to control the camera in the local network, please refer to Case 1 to troubleshoot.

Step 2. To upgrade the camera to the latest firmware, you may refer to the instructions in Case 1.

Step 3. Try to change the DNS server to 8.8.8.8 on your home modem/router.

Step 4. Ensure the router is working properly. You can connect your phone or laptop to the Wi-Fi network of your router and then check if the device has internet access.

Step 5. Try to disable firewall settings if there is one on your home router, then reboot the router.

If the above tips are not working, please contact MERCUSYS technical support.