What should I do if MERCUSYS notifications are delayed or not working?

Introduction

This FAQ article provides step-by-step instructions for resolving notification issues on MERCUSYS cameras and doorbells, including when notifications are not received, delayed, unstable, or missing for doorbell ring calls.

Troubleshooting

Scenario 1. Cannot receive MERCUSYS notifications at all

Step 1. Ensure that notification settings are enabled in the MERCUSYS App.

How do I turn on or off activity notifications on my mobile device?

Note: If you are unable to receive notifications at a specific time, we recommend setting the Notification Schedule to Always for testing.

Step 2. Ensure that the Notifications setting on your phone is enabled.

For iOS: Launch Settings > Notifications, ensure Show Previews is on Always, and the Allow Notifications for the MERCUSYS App is on.

Notifications settings of the MERCUSYS App.

For Android: Launch Settings > Notifications & status bar > App notifications, locate the MERCUSYS App and ensure the Show notifications option is on.

The notification settings of the MERCUSYS App.

Step 3. Make sure the Focus Status is off.

For iOS: Go to Settings > Focus, make sure the Focus Status is off.

Focus settings and focus status of the phone.

For Android: Launch Settings > Sound & touch > Do not disturb, locate the Do not disturb option, and turn it off.

Do not disturb option under sound and touch settings.

Step 4. Ensure the phone's Wi-Fi & Cellular connections are working correctly.

Step 5. For Android: ensure your phone’s operating system and Google Play services are up to date. Run FCM diagnostics by opening the dialer and entering ##426##. This opens the FCM diagnostics page. Review the status. If it shows “Not connected,” FCM service is unavailable, and you should contact Google Support.

Reference Google’s official troubleshooting guide: Google FCM Android diagnostics FAQ.

Scenario 2. Notifications delayed

Case 1. General Android Devices

Step 1. Allow notification permissions in Settings for MERCUSYS.

Step 2. Allow MERCUSYS to auto‑start in Security/Settings > Autostart.

Auto start settings and the MERCUSYS App is enabled.

Step 3. Turn off battery optimization/limitations for the MERCUSYS App.

No restrictions option under battery settings.

Step 4. Lock MERCUSYS in “recent pages” to ensure it runs in the background.

Step 5. If none of these work, reboot the MERCUSYS camera to make notifications take effect.

Case 2. Samsung Devices

Step 1. Prioritize notifications of the MERCUSYS App.

Open Settings > Apps > Select MERCUSYS > Notifications, Toggle “Notification” ON and set as priority.

Step 2. Enable lock screen notifications

Open Settings > Notifications > Notifications (Lock screen), Toggle ON “Show on always‑on display”.

Go to Do Not Disturb > Apps > MERCUSYS, ensure “Do Not Disturb” is not applied.

Step 3. Turn off battery limit

Open Settings > Battery > Background usage limits, Add MERCUSYS to “Never sleeping apps”.

Step 4. Lock the App

Tap Menu > Check “recent pages”, tap the Lock Icon of MERCUSYS, and tap Done.

Case 3. Huawei Devices

Step 1. Disable automatic App‑Launch management

Open Settings > Battery > App Launch > Find MERCUSYS, toggle OFF “Manage automatically” and allow background running.

Step 2. Allow lock screen notifications

Open Settings > Apps > MERCUSYS > Notifications, allow lock screen display.

Step 3. Lock the App

Tap Menu > Check “recent pages”, pull down MERCUSYS page until the lock icon appears.

Case 4. Xiaomi Devices

Step 1. Turn off battery limit

Open Settings > Battery & Performance > Tap Settings icon (top‑right) > Select “App battery saver” > Find MERCUSYS, Toggle ON “No restrictions”.

Step 2. Enable auto-start permission

Open Settings > Apps > Permissions > Auto-start> Find MERCUSYS, then toggle ON.

Step 3. Lock the App

Tap Menu > Check “recent pages” > Long-press MERCUSYS page, tap lock icon.

Case 5. OnePlus Devices

Step 1. Turn off battery limit

Open Settings > Battery > Battery Optimization > Find MERCUSYS, then toggle OFF.

Step 2. Enable auto-start permission

Open Settings > Apps > Auto‑Launch > Find MERCUSYS, then toggle ON.

Step 3. Lock the App

Tap Menu > Check “recent pages” > Long-press MERCUSYS page, then tap the lock icon.

QA

Q1: Why am I still not receiving notifications after completing the troubleshooting steps?

A1: Please check the source of the notification to confirm whether the detection event was triggered correctly. For reference, see Detection is not working on the MERCUSYS camera. If the issue persists, contact technical support and provide the App log. Instructions can be found here: How to get the log of MERCUSYS Camera.

Q2: Why doesn’t my doorbell ring call have its own schedule?

A2: At present, ring call and ring push notifications follow the same schedule as activity notifications. This means that the notification switches and schedules configured for activity notifications also affect ring notification and ring call.