Troubleshooting – Wi-Fi Connection Issues

If you can't connect to your phone/tablet/laptop or don't see the camera video, these troubleshooting steps can help you identify and resolve the issue. If you have questions or get stuck call +1-888-477-5339 M – F, 8 am to 4 pm PacificTime. 

Please have your equipment available when you call). 

You may also Submit a ticket online (please include your phone number).

Monitor and phone settings

If you're having trouble getting connected watch this 3-minute video, which covers the setup process, including the phone and monitor settings below.

Quick Checks

• Phone/Tablet
  • Confirm Bluetooth and Wi-Fi are on
• HQx Live App
  • Check for a newer version in your app store
• CSx Via
  • If the blue and green LEDs flash for more than 20 seconds the unit requires service.
• Monitor
  • Menu > Bluetooth = ON
  • MENU > Wi-Fi = ON and HOST MODE
  • Update your monitor software
  • Try connecting with a different phone/tablet (if you can, the issue is with your phone)

VPN and Security

Virtual Private Network (VPN) apps secure your data by routing it through a remote server using an encrypted tunnel. If your device shows that it's connected to your SeeSnake but you don't see camera video on the app, there's a high probability that security software is blocking the connection. 

• The Problem: Internet access is required to reach the remote server, and monitors don't provide Internet access.
  No Internet = no remote server = VPN blocks the data connection (i.e. no video)

Temporarily disabling the VPN usually works: 

iOS

1. Open Settings
2. Look for the Search bar at the bottom and type in "VP"
3. "VPN & Device Management" will appear – tap to open
4. Look for a connected VPN and turn it off

If "Join Network" disappears before you can tap on it, the Camera app may be turned OFF (if you can see the Camera app and take a photo this isn't your issue). If the camera app is disabled, consult your company's IT team before enabling it.

1. Open Settings, search for “Content and Privacy Restrictions”, and tap to open
2. Tap “Allowed Apps & Features” and look for "Camera" – If disabled, enable it

Android

1. Open Settings, find the Search bar, and type "VPN"
2. Tap to open VPN settings
3. Tap the gear icon next to an active VPN and toggle it OFF"
   Note: if you have a Pixel phone with "Always-on VPN", toggle it off first

Security apps like Norton 360 Security also block the monitor video feed and can't be disabled – they must be uninstalled. Corporate security settings may also block the monitor's video feed (see your IT team).

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