Issue Description

Some Wi-Fi 6 routers may cause issues with IoT devices that only support 2.4GHz. The camera connects successfully, but no video is displayed.

Symptoms

• Using a Wi-Fi 6 router

• GRAN EYE camera status light is green or purple

• Camera is detected/connected in the app

• Video does not display or is unstable

If this describes your situation, follow the troubleshooting steps below in order.

Why This Happens

• Combined 2.4GHz and 5GHz networks: Features like "Smart Connect" or "Band Steering" merge both frequencies under one name, causing automatic switching that confuses the camera

• Wi-Fi 6 advanced features: Settings like 802.11ax mode, OFDMA, TWT, or PMF may not be compatible with the camera

• WPA3 encryption: WPA3-only mode is not supported; mixed WPA2/WPA3 can be unstable

Step-by-Step Troubleshooting

Try each step in order. After each change, restart the app and test if video appears.

1. Step 1: Separate your Wi-Fi bandsTurn OFF "Smart Connect" or "Band Steering" in your router settings. Create separate network names (SSIDs) for 2.4GHz and 5GHz. Connect the camera to the 2.4GHz network only.

2. Step 2: Disable Wi-Fi 6 modeIn your router's 2.4GHz settings, change the wireless mode from 802.11ax (Wi-Fi 6) to 802.11b/g/n.

3. Step 3: Use WPA2 encryption onlySet encryption to WPA2-PSK (AES) only. Avoid WPA3-only mode. If using mixed WPA2/WPA3 causes issues, switch to WPA2 only.

4. Step 4: Fix channel settingsSet the 2.4GHz channel width to 20MHz. Manually select channel 1, 6, or 11 (do not use "Auto").

5. Step 5: Disable advanced Wi-Fi 6 featuresIf your router allows it, temporarily turn OFF OFDMA, TWT, and PMF (Protected Management Frames). Test the camera after each change.

6. Step 6: For Mesh Wi-Fi systemsCreate a dedicated 2.4GHz network. Turn OFF roaming assistance or automatic band switching for this network.

7. Step 7: Check network isolation settingsEnsure AP isolation and client isolation are disabled. Do not connect the camera to a Guest network. The app and camera must be on the same network to communicate.

Important: Some issues require multiple changes to fix. Be patient and test after each step.

If Nothing Works

• Update your router's firmware to the latest version, then repeat the steps above

• Consider using a separate 2.4GHz-only access point or router dedicated to the camera

Additional Resources

Before purchasing, check the basic Wi-Fi requirements here:

Before Using: About Wi-Fi Requirements

For setup and initial configuration, see the GRAN EYE Online Manual.