What to do if I cannot manage my Halo network remotely?

If you are experiencing remote management issues with your Halo, this article will walk you through basic troubleshooting steps to resolve these issues.

Step 1. Ensure your smartphone has internet access.

Please check whether the mobile device with the MERCUSYS App installed has internet access or not when you are outside. If the mobile device does not have internet access, it will not be able to manage Halo remotely.

You may also try to use mobile data of your phone, or connect to other Wi-Fi networks to see if there is any difference.

Step 2. Ensure the Halo network is connected to the internet.

1) Ensure the Halo is still powered on and connected to the internet properly. The LED should be solid white.

2) Ask your family member to connect Halo Wi-Fi at home to test if the Halo Wi-Fi still works fine.

3) Power cycle your modem if there is. If it still doesn’t work, please reboot the Halo network.

If Halo does not have internet access, refer to Main Halo solid red light for troubleshooting.

Step 3. Test if you are able to manage the Halo network locally.

Connect your phone to the Halo Wi-Fi network, turn off mobile data and VPN on the phone if there is, then check if you are able to manage the Halo network locally.

If Halo Wi-Fi has internet access but MERCUSYS App cannot manage the Halo network locally, please refer to What can I do if the MERCUSYS App shows “Let's Begin” while Halo is working well? to troubleshoot the local access issue first.

Step 4. Try to change the DNS Server on the MERCUSYS App.

If you could manage Halo network in the local network but not remotely, please refer to How to change DNS server settings on my Halo to change the DNS server on the MERCUSYS App.

If above troubleshooting still could not resolve the problem, please contact MERCUSYS Technical Support and provide the following information:

1) Your MERCUSYS ID and MAC address of your main Halo unit.

2) Screenshot of the error message.

3) Is local access works fine on MERCUSYS App when connected to Halo Wi-Fi network.

4) Refer to How to collect system log of MERCUSYS App to submit a MERCUSYS App log.