Audio & Calls
Notes for Wi-Fi 6 (802.11ax) Routers
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.
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.
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.
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.
Step 4: Fix channel settingsSet the 2.4GHz channel width to 20MHz. Manually select channel 1, 6, or 11 (do not use "Auto").
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.
Step 6: For Mesh Wi-Fi systemsCreate a dedicated 2.4GHz network. Turn OFF roaming assistance or automatic band switching for this network.
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.
