What should I do if I fail to configure Mercusys camera?

The Mercusys App will guide you step-by-step during the initial configuration. However, you may not be able to get through all the steps due to some interference. This FAQ will tell you what to do if you have trouble getting through a certain step.

Note:

1. Install the latest Mercusys App from the App Store or Google Play.

2. Choose the correct camera model during the configuration process.

3. Please ensure the System LED blinks red and green; if not, reset the camera by pressing and holding the RESET button for over 5s until the LED blinks red.

 

Case 1: Cannot see the Camera’s Wi-Fi on the phone

Step 1

Ensure the Mercusys camera is powered on at the rated voltage.

Step 2

Power off the device for a few minutes, then power cycle and reset the camera, ensuring its LED is blinking red and green. Otherwise, reset it by pressing and holding the RESET button for over 5s until the LED blinks red.

Step 3

iOS: Go to the Settings page and click on the Wi-Fi option to manually connect to the Mercusys camera Wi-Fi.

Android: Go to the Settings page to connect to the Mercusys camera’s Wi-Fi network. Once it’s connected, the phone will search for the camera automatically.

Step 4

Choose the right wireless network to connect to, whose SSID should be ‘Mercusys_Cam_XXXX’. (XXXX is usually the last 4 bits of the device's MAC Address).

Step 5

Change the location for setting up the camera to reduce the possible interference in the same frequency band at the original location (to avoid interference from devices such as Bluetooth, USB 3.0, microwave ovens, ZigBee devices, etc.).

Step 6

Reboot the phone to have a try, or try a different phone.

 

Case 2: App displays the error message "unable to connect to your Mercusys camera Wi-Fi"

Step 1

Place the smartphone close to the device to make sure the camera’s Wi-Fi signal is strong enough (full bars of Wi-Fi).

Step 2

Make sure there is no VPN or VPN software like Lookout and AdGuard on the phone. If there is a VPN running, turn off the VPN on the phone.

Note: If the phone pops up a message "this Wi-Fi network is unsecured and unprotected, your privacy and data may be at risk" with two options: Disconnect or connect anyway, don't worry about it, just select "connect anyway", then continue the setup.

Step 3 (Only for iPhone/iPad)

Click on "Settings" on your phone and find Mercusys APP on the list, then enable the "Local Network" option. Reopen the APP and try again. If you can't find "Local Network" permission, please go back to APP and click "I’ve already given Local Network Permission".

Step 4

Choose the right wireless network to connect to, and the SSID should be 'Mercusys_Cam _XXXX’. (XXXX is usually the last 4 bits of the device's MAC Address).

Step 5

Make certain you choose the Correct Model when Adding a device to the Mercusys App.

Step 6

Make sure the smartphone is always connected to the device's Wi-Fi when the app shows the smartphone is connected to the device.

Note: Some phones prefer to connect to a remembered network automatically instead of an unsecured network; in this case, please forget the profile of the remembered network first.

Refer to the link:

How to remove network profile or forget network on Windows, Mac, and phones

Step 7

Use another smartphone to set up the device again.

 

Case 3: Can't find the Wi-Fi name of the router

Step 1

Make certain the Wi-Fi network is an encrypted 2.4GHz network. Mercusys Cam doesn’t support 5 GHz and is unable to connect to the unencrypted network. The signal strength of your Wi-Fi should be adequate; move the camera closer to your router if not.

Step 2

If it doesn’t display the Wi-Fi name of your router automatically, please click on “Rescan” to refresh the Wi-Fi list multiple times to see if you can find it.

Step 3

If the router's SSID is hidden, please choose "Other" to manually input the SSID and password.

Step 4

Try to configure the Mercusys Cam with a different phone.

Step 5

Reset the camera by pressing and holding the RESET button for over 5s until the LED blinks red, then go through the process again.

 

Case 4: App showing cannot connect Mercusys Camera to the router's network

Step 1

Ensure the camera is close to the router to get strong signal strength and input the correct Wi-Fi password into the app.

Step 2

Ensure VPN is Disabled on the phone and router.

Step 3

Ensure the smartphone is always connected to the router’s independent 2.4G Wi-Fi when the App connects the camera to the home network.

Step 4

If the camera is connected to a range extender, try to set it up and connect to the main Wi-Fi network.

Step 5

Try a different phone and router. You could connect Mercusys Cam to an independent 2.4 G Guest Wi-Fi/Hotspot for a try.

Step 6

Try to reset the camera by pressing and holding the RESET button for over 5s until the LED blinks red, and start over with the setup process again.

 

Case 5: Error Code “Pairing failed" or "Failed to receive an IP address"

Step 1

Make sure you type in the correct home Wi-Fi password during the configuration process.

(Please forget and rejoin the same home Wi-Fi using the same password)

Step 2

Reboot the router and try again

Step 3

Make sure the Mercusys APP version is up to date

Step 4

Take the camera next to the router and reconfigure it.

Step 5

Update the router firmware

 

Please contact Mercusys technical support with the following information if you still have not configured the Mercusys camera after the above suggestions.

1) Your Mercusys ID or cloud account;

2) The model number of your Mercusys Cam and its MAC address;

3) Have you 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 product.