Troubleshooting – Wi-Fi Connection Issues

If you can't connect to your phone/tablet/laptop or don't see the camera video, the troubleshooting steps below can help you identify and resolve the issue. If you have questions or need additional help:

• Call SeeSnake Support: +1-888-477-5339 M – F, 8 am to 4 pm Pacific Time (please have your equipment ready)
• Submit a ticket online  – please include your phone number

Monitor and phone settings

Quick Checks

• Setup and connection – this 3-minute video covers the process, including your phone and monitor settings.
  
• Phone/Tablet
  • Bluetooth and Wi-Fi – confirm both are on
  • HQx Live app – check your app store for a newer version
    Note: uninstalling/reinstalling the app deletes your data and seldom, if ever, resolves the issue
    
  • App Permissions (iOS) – confirm Local Network permission is enabled for HQx Live (watch video)
  • Reset the network – delete and reconnect to your monitor's Wi-Fi network (see below)
  • VPN / security apps – bypass or disable (see below)
  • Company-owned device – ask your IT team if VPN or other security measures are in place and how to handle them
• CSx Via
  • Use this troubleshooting guide
• Monitor
  • Menu > Bluetooth = ON
  • Menu > Wi-Fi = ON, HOST MODE
  • Update your monitor software
  • Try connecting with a different phone/tablet – if you can, your monitor is OK

Virtual Private Network (VPN)

If your phone or tablet can connect to your monitor’s Wi-Fi, but HQx Live doesn’t show the camera video, a VPN could be blocking the video feed. Refer to this article for troubleshooting VPN and Security measures.

Reset Network 

Network settings may occasionally need to be refreshed by deleting the network and then reconnecting to it.

• iOS:
  1. Settings > Wi-Fi > Edit
  2. Tap "i" next to your monitor name
  3. Tap Forget This Network
• iPhone 16 – if the steps above don't resolve the issue try resetting your phone's Wi-Fi
  • Settings>General>Transfer or Reset iPhone>Reset>Reset Network Settings
  • NOTE: after resetting Wi-Fi you will need to re-connect and log back in to all your Wi-Fi networks
  • iPhone 16 Wi-Fi issues: https://discussions.apple.com/thread/255770387?sortBy=rank
• Android:
  1. Settings > Network & Internet (or Connections) > Wi-Fi > Saved networks
  2. Tap your monitor name
  3. Tap Forget
• Windows
  1. Type "Wi" in the Search box next to the Start menu, then press Enter (Wi-Fi Settings will open)
  2. Select Manage known networks
  3. Select your monitor's name
  4. Click Forget

Monitor

Confirm your monitor's Wi-Fi is working:

1. Open the Wi-Fi settings on your phone/tablet
2. Your monitor should be listed as an Available Network (may take several seconds to show up)
   • If your monitor is listed tap its name to connect
   • If your monitor isn't listed, confirm it's Wi-Fi is on and set to HOST (as noted above) 
   • Try another phone/tablet
   • If you still don't see the monitor listed, have it examined by an authorized service center