The internet connection is unstable or suddenly stops working when connected to the Halo network

1) Check if the modem is still working when the problem happens.

Disconnect the main Halo from the modem, and then connect a computer to the same Ethernet port on the modem with the same Ethernet cable. After that, check if the internet is available on the computer.

If the computer has no internet access when connected to your modem directly, please contact your ISP or modem support.

2) Check the LED status on the main Halo.

If the main Halo has a red LED, unplug the Ethernet cable between the modem and main Halo, and then connect them again after 10 seconds, then please check if the issue can be resolved automatically.

If unplugging and plugging the Ethernet cable doesn’t help, please try to reboot the main Halo and see if the internet will be back automatically(wait for about 3-5 minutes).

If still no luck, go to Halo APP -> More -> Advanced -> IPv4 to check the WAN IP address of the Halo. If there is an IP address, but Halo has no internet access, please try to change the DNS server to 8.8.8.8 and 8.8.4.4 for a try.

If the above steps do not resolve your issue, please contact Mercusys Support and provide the following information: (The more details you can provide, the faster we can locate your issue.)

1. The results of the above troubleshooting steps.

2. The LED status on Halo units when the problem happens. (Please distinguish solid red or flashing red etc.)

3. How often does this issue happen?

4. How to recover the connection?

5. Your Mercusys ID (email account), ISP, and model number of your modem.

6. The model number, hardware, and firmware version of your Halo units.

1) Confirm LED Status when the issue happens on each Halo unit and confirm which Halo units are having the dropping issue.

Please distinguish solid red or flashing red, and record the MAC addresses of the Halo units, which have dropping issue.

2) Check whether there are any household appliances or metal products near it and the front Halo.

If yes, please place the Halo units in an open position.

3) Check the signal source, signal strength, and distance of each satellite Halo when the satellite Halo is working.

The signal source and signal strength can be viewed in the Halo app.

A: If the signal strength displays Strong or Fair, there is no need to move Halo units.

However, if you have more than one satellite Halo but only a specific satellite Halo drops out, please try to swap the locations of the problematic Halo and the working satellite Halo, and verify if the dropping issue happens on a specific location or specific Halo.

B: If the signal strength displays Weak, please try to move the satellite Halo closer to the main Halo, and place them at the same height if they are on the same floor.

C: If the satellite Halo is wired to another Halo, there is no need to move Halo units. Please check if there is a switch between the two Halo units. If yes, please try to remove the switch from the network and connect the Halo units directly. Then please check if the network is stable and record the model number of the switch.

If the above steps do not resolve your issue, please contact Mercusys Support and provide the following information: (The more details you can provide, the faster we can locate your issue.)

1. Halo APP signal source/strength screenshots and distance of each Satellite Halo unit.

2. The LED status on Halo units. (flashing red or solid red?)

3. Which Halo units are having dropping issues? Please record their MAC address.

4. How often does the issue happen?

5. How to recover the internet? By rebooting the Halo or the internet will come back automatically?

6. Please tell me the topology of the network.

7. Mercusys ID (email account), model number, hardware, and firmware version of your Halo units.

1) Update the driver of the device's network adapter.

2) Identify the issue phenomenon such as Wi-Fi still showing connected but no internet access, or unable to connect to Halo Wi-Fi anymore when the problem happens.

If Wi-Fi is still connected but no internet access, please try moving the device near one of the Halo units and reconnect the Wi-Fi to see if the internet works. (Disable Wi-Fi and enable it on the client device)

If the client device is unable to connect to the Wi-Fi, please try to disable fast roaming and Mesh Technology for the device on Halo App; if you are still unable to connect it, please try to enable the guest network without encryption to see if the specific device is able to connect the open guest network.

3) Check if the client is included in the Blacklist or a profile under Parental Control, which is paused or at bedtime.

If the above steps do not resolve your issue, please contact Mercusys Support and provide the following information: (The more details you can provide, the faster we can locate your issue.)

1. The results of the above troubleshooting steps.

2. Mercusys ID. (email account)

3. The model number of dropping client devices and how often they drop.

4. What is the specific phenomenon, Wi-Fi still shows connected but no internet access, or unable to connect Halo Wi-Fi anymore when the problem happens?

1) Identify the issue phenomenon such as Wi-Fi still showing connected but no internet access, or unable to connect Halo Wi-Fi anymore when the problem happens.

2) Disable Fast Roaming and Beamforming on the Halo app for a try.

3) Change the DNS server for a try.

Please change the DNS server to 8.8.8.8 and 8.8.4.4 for a try.

If the above steps do not resolve your issue, please contact Mercusys Support and provide the following information: (The more details you can provide, the faster we can locate your issue.)

1. The results of the above troubleshooting steps.

2. Mercusys ID. (email account)

3. How many clients are connected to the Halo network, via Wi-Fi or wired?

4. The model number of dropping devices and how often it drops.

5. When the problem occurs, are the devices still connected to Halo but with no internet access or totally disconnected from Halo?