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Technical Support
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Troubleshooting Your Internet Connection
When using the Mercury @ Home or Mercury @ Work app, look at the top of the main screen for your network name and a GREEN CHECK MARK indicating “Internet Connected.— If the network connection drops, you’ll see a RED X with “Internet Not Connected.— A GREEN CHECK MARK indicates an established connection, and any issues are probably related to the end device(s) or Wi-Fi (refer to step 4 below).
If you encounter a RED X indicating “not connected,— inspect the Mercury Momentum™ router. If it lacks visible light, there is no power supply. Ensure the power is on and inspect for any loose plugs or connections at the router. Additionally, check the room’s power switch; if it’s off, switch it on. If the power breakers trip, resolve the issue. If the router lost power, it might be rebooting and reconnecting. Wait approximately 5 minutes. If the light still doesn’t appear, please contact the Mercury Technical Support Team at 800-354-4915.
Check the front router light; it should be GREEN. If it appears orange or red, it has power but has lost its internet connection. First, inspect the Ethernet cable from our PoE power box (refer to the diagram below) to the router; ensure that the plugs are securely inserted at both ends. Next, verify that the power box’s lights are on. If the PoE power box’s lights are off, it has lost power or malfunctioned. Try unplugging the power box and Ethernet cable, then re-plug them to restore power. Once the PoE has power lights on, reconnect the Ethernet cable to the router. Wait approximately 5 minutes or until you see a GREEN light. If the PoE power lights do not turn on or the router’s front light is still orange or red, please call the Mercury Technical Support team at 800-354-4915.
If the router’s GREEN light is on and the app indicates that the router is “Internet Connected,— there is likely a device or Wi-Fi configuration issue. To troubleshoot, open the Mercury @ Home or Mercury @ Work app and select “Things— from the main or bottom menu. If you have already named all of your devices (which is strongly recommended), you should see the device that you’re concerned about displaying a green dot next to it, indicating it is “Online.— If you cannot locate the device in question, it is not connected, and the problem likely lies with that device.
If you’ve paused access for any devices, they will show an orange light next to them. To unpause, choose the specific device, and in the Options section at the bottom of the screen, switch the “Internet Access— button to “On— to re-enable Wi-Fi access for that device.
If you are still experiencing difficulties, please call the Mercury Technical Support team at 800-354-4915.
Troubleshooting Your Devices and Equipment
Check the Power and Connection of Your Devices
If you have checked that all connections are secure and correctly plugged in, restarting your devices may be helpful.
Step 1
Before power cycling your router, unplug the AC adapter cable from the back of the device. Wait 10 seconds before plugging the AC adapter cable back in.
Step 2
Restart any internet-connected devices that are not wireless after restarting your PC.
After restarting your devices, wait 1-2 minutes to allow them to fully power on and connect before checking your connection again.
Restart Your Mercury Equipment
Step 1
If you’ve restarted your devices but still encounter a connection issue, follow the steps below to restart the Mercury equipment.
Step 2
This power adapter resides inside the home or business and resembles a small power brick with active LED indicator lights.
Step 3
Next, unplug the AC (power) cable from the rear of the PoE. This cable should be connected on the side opposite the Ethernet cables. Wait 10 seconds to allow the device to power down. Then, reconnect the AC cable securely to the rear of the PoE.
Step 4
Wait 2 minutes for the Mercury equipment to reconnect to the network, then test your connection again.
Bypass Your Wireless Router
If you’ve restarted both your devices and the Mercury equipment but are still experiencing a connection issue, follow the steps below to verify an internet connection when you directly plug into the Mercury equipment.
Step 1
Verify that the AC cable is securely plugged into an outlet and inspect for an indicator light on the PoE adapter.
Step 2
Disconnect the Ethernet connection that plugs into your router’s WAN or Internet port. You can identify this port by checking for labels such as “WAN,— “Internet— or a yellow highlight on the back of the wireless router.
Step 3
Plug this same Ethernet connection directly into your PC.
Step 4
Perform a full restart of your computer.