Why are my Halo units/clients showing offline on MERCUSYS App

Some users may experience an issue that the Halo units/clients are online but appear to be offline on MERCUSYS App. Here are some tips to troubleshoot.

Case 1: When you manage the Halo network locally, it shows one or more Halo units offline or “Unable to connect to the internet.”

Possible Solutions:

Connect your phone to Halo’s Wi-Fi network to see if internet access works (also turn off mobile data and VPN).

If not, please refer to What can I do if the internet connection is unstable when connected to the MERCUSYS Whole Home Mesh Wi-Fi Network? for troubleshooting.

If Halo does have internet access, please try the following steps to refresh the Internet status.

a) Click on the Network map on the MERCUSYS App > tap the offline Halo unit > tap "Check Again" to refresh the status.

b) Swipe down the Network map page and then release it.

c) Force to close the App and launch the app again.

d) Reboot your phone device with the MERCUSYS App installed.

e) Reboot all the Halo units.

Note: It may take several attempts for the app to refresh successfully.

Case 2: Some online clients appear on the offline clients list.

Solution:

1) Please ensure you have not configured a static IP address on the client device.

2) Please check if the client device is using a private address.

If you are still having issues and the above has not helped, please contact MERCUSYS Technical Support for assistance.