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Troubleshooting an Unstable Device Connection

If you received an email saying your ButterflyMX device has an unstable internet connection, our monitoring has detected the device lose and regain its internet connection many times in one day. The device may still show as online in the ButterflyMX OS, because it reconnects within seconds each time. Each drop still interrupts calls and door access for a moment.

Most unstable connections come from the network cable, the power supply, the router, or the internet service at the property. This guide walks you through checking each one.

What stops working while the connection is unstable

  • Calls from visitors to residents may not connect, or may drop mid-call.
  • Residents may not be able to open the door with Swipe to Open in the ButterflyMX app.
  • Bluetooth door access can still work as a backup, but only when the resident is standing right next to the door.

Quick checklist

  • The device has steady power and does not restart on its own.
  • The network cable is firmly connected at the device and at the router or switch.
  • The router and any network switch between the router and the device are powered on and not overheating.
  • Other devices on the same network can reach the internet without network package drops.

Step 1: Check the power

A device that briefly loses power drops its connection each time. Check that:

  1. The power supply or PoE injector is plugged into a working outlet, ideally through a surge protector, and not into an outlet controlled by a light switch or timer.
  2. All power connections are tight, with no loose or corroded wires.
  3. The device screen does not go dark or restart on its own during the day.

Step 2: Check the network cable

A damaged or loose cable is the most common cause of an unstable connection.

  1. Unplug the network cable at both ends and plug it back in firmly until it clicks.
  2. Look along the cable for kinks, cuts, crushed sections or water damage, especially where it runs outdoors or through a wall.
  3. If the cable goes through a network switch, try a different port on the switch.
  4. If you have a spare network cable, try it between the router or switch and the device wiring.
  5. Ethernet cable runs should be no longer than 100 meters (328 feet). Longer runs need a switch or extender in between.

Step 3: Restart the router

  1. Unplug the router's power cable.
  2. Wait 2 minutes.
  3. Plug the power cable back in.
  4. Allow the router 2-3 minutes to fully restart.

If there is a network switch between the router and the device, restart it the same way.

Step 4: Restart the device

Legacy IntercomsNext-Generation Intercoms
  1. Locate the pinhole to the left of the audio jack on the device.
  2. Insert a paper clip into the pinhole.
  3. Hold until the screen turns black. The device restarts in 40-60 seconds

  1. Locate the ADA button at the bottom center of the device.
  2. Press and hold the ADA button for 20 seconds until the screen turns off.
  3. Press and hold it again for 5-7 seconds to power it back on.
  4. Allow 1-2 minutes for the device to fully restart and reconnect.

Step 5: Check the internet service and network settings

  1. Check whether other devices on the same network also lose their connection. If they do, the problem is likely the internet service or the router; contact your internet service provider.
  2. Check whether other ButterflyMX devices at the property are also affected. If several are, the cause is almost certainly the shared network, not the devices.
  3. Make sure the network provides at least 2 Mbps of upload speed to the device.
  4. Make sure the firewall allows outbound traffic on ports 443, 5060-5061, and 10000-20000.

If an IT team or network provider manages the building network, share this page with them.

How you will know this is fixed

You will receive the unstable-connection email once a day for as long as the device keeps dropping its connection. When the emails stop, the connection is stable again. You don't need to reply to tell us.

Still having problems?

If you still receive the email after these steps, reply to it, and our Support team will be happy to help. Please include:

  1. Which steps you tried and what you found.
  2. Whether other devices on the network also lose their connection.
  3. Who manages the building network (internal IT, an installer, or the internet service provider).