Troubleshooting – Wi-Fi Connection Issues

If you can't connect to your phone/tablet/laptop or if you can connect but don't see camera video, these troubleshooting steps can help you identify and resolve the issue. If you have questions or get stuck call the product support line (+1-888-477-5339) 8 am to 4 pm PT M – F (please have your equipment available when you call) or Submit a ticket (please include your phone number).

First time or never been able to connect

• Android/iOS: this video walks you through everything step-by-step:
  HQx Live – Setup, Connect, Troubleshoot 

If it was working before or if other devices can connect but yours can't

• Phone/tablet

  • Confirm Bluetooth and Wi-Fi are ON
  • Go to your app store and check for an updated version of HQx Live
  • iOS – check your Permissions this video shows you how
    NOTE: you will not see the Local Network permission unless you have previously connected the app to a SeeSnake monitor
  • Android – after connecting a message pops up saying you don't have internet access – choose the option to stay connected, if you choose Allow Switch you will disconnect your monitor
  • Restart your device
• Monitor
  • Restore system settings to default (does not apply to CSx Via)
  • Update your software (newer software improves Wi-Fi performance):
    https://help.seesnake.com/support/solutions/articles/150000172940-updating-seesnake-monitor-software
     

Troubleshooting – less common Wi-Fi issues:

• Incorrect network settings on phone/tablet/laptop
• VPN app running on phone/tablet/laptop
• Phone/tablet security setting
• Monitor hardware issue
  

Incorrect network setting

If you have previously connected to your monitor, delete it from the list of known networks and then reconnect to it.

• iOS: 
  1. Settings > Wi-Fi > Edit
  2. Tap "i" next to your monitor name
  3. Tap Forget This Network
• 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

VPN app/security setting

1. Confirm Bluetooth and Wi-Fi are turned ON
2. Check for VPN software (if found, turn OFF while using the app)
   • Use the Search tool to look for a VPN app that might be installed
   • Open your phone/tablet Settings and search for "VPN"
3. iOS – if "Join Network" disappears before you can tap on it the iOS Camera app may be turned OFF (if you can see the Camera app and take a photo this isn't your issue, skip down to Monitor)
   • Open Settings, search for “Content and Privacy Restrictions”, and tap to open
   • Tap “Allowed Apps & Features” and look for "Camera" – If disabled, enable it

Monitor hardware

1. Update your monitor software (newer versions improve Wi-Fi performance)
2. Restore system settings to default (ensures Bluetooth and Wi-Fi are ON and set correctly)
3. Confirm your monitor's Bluetooth is working:
   1. Open HQx Live, your monitor should appear as an available device, if it doesn't:
      1. Confirm that your phone's Bluetooth is on
      2. Confirm the monitor's Bluetooth is ON (from the monitor's keypad): Menu > Bluetooth
   2. If the monitor's Bluetooth is ON and you still don't see it listed as an available device in HQx Live:
      1. Try a different phone or tablet
      2. If you still don't see your monitor listed there may be an issue with its Bluetooth radio; to get through the job open your phone/tablet Wi-Fi settings and connect manually (look for your monitor's name and tap on it to connect – see below)
4. Confirm your monitor's Wi-Fi is working:
   1. Confirm Wi-Fi is on and set to the right mode (does not apply to CSx Via):  
      1. From the monitor's keypad: Menu > Wi-Fi
      2. Wi-Fi = ON 
      3. Mode = HOST (not CLIENT)
   2. Open the Wi-Fi settings on your phone/tablet/laptop and confirm your monitor is listed as an Available Network (may take several seconds to show up)
      1. If your monitor is listed tap/click its name to connect
      2. If your monitor isn't listed try another device - if you still don't see the monitor listed as an available network have the monitor examined by a RIDGID authorized service center or call the SeeScan factory service center: +1-858-244-6689.