Troubleshooting – CSx Via with HQx Live

Before You Begin

• Power the unit ON. the Blue/Green LEDs should flash for ~15 sec. If they flash for more than 30 seconds, the unit requires service (see Repair Center info below)
• Phone/Tablet – confirm Wi-Fi and Bluetooth are turned ON
• HQx Live – check the App or Play Store to make sure you have the latest version
• First time users, watch the Setup, Connect, Troubleshoot video here

If you can’t connect to your CSx Via's Wi-Fi:

1. On your mobile device, confirm Bluetooth and Wi-Fi are turned ON
2. Open the Wi-Fi settings on your mobile device and look for your CSx Via in the list of available networks
   1. If your CSx Via is NOT listed as an Available Network:
      • WAIT – it may take 20 seconds to appear depending on your device
      • Turn Wi-Fi OFF, wait 3 seconds, and turn it back ON. Wait ~20 seconds for it to appear
      • Try another mobile device or laptop. If you still don't see your CSx Via listed, call to arrange service
   2. If your CSx Via IS listed as an available Wi-Fi network, tap it to connect
      • If you can't join the network:
        • iOS: check your Permissions, Local Network must be ON. Watch video here
        • Android: if a message pops-up about Internet Access, choose Connect Only This Time or Stay Connected. If you selected Allow Switch you will need to reconnect to the CSx Via

If you're connected but don't see camera video:

If you see the HQx Live logo (i.e. there's no video display window or recording controls):

• Check for VPN software and disable it. Watch video here
• Google Pixel devices – see VPN info below
• Try connecting a different mobile device

If the video display window is black (i.e. you see recording controls but no camera video)

• Unmount the CSx Via and inspect the contact pins underneath for damage. NOTE: the pins are fragile, don't touch!
• Check for VPN software and disable it. Watch video here 
• Troubleshoot the camera:
  • Connect the camera to a different CSx Via or to a SeeSnake monitor
  • See our camera troubleshooting guide: https://help.seesnake.com/support/solutions/articles/150000174111-troubleshooting-no-camera-video-on-monitor

Device Compatibility

The following OS versions and/or devices may have issues connecting:

• iOS – versions 17.3 to 17.6 (update to iOS 18 or higher)
• Android – because hardware, OS, and features/implementation vary between models and brands some devices may work poorly or not at all:
  • Entry-level tablets, including some Samsung models, cannot connect or display video
  • Some Motorola and Pixel models have been unable to connect or display video
  • Some Pixel phones include VPN software that will block the connection to HQx Live. Refer to Google's VPN guide here
  • If your device has an issue, try updating its software

Videos:

• CSx Via: Setup, Connect, and Troubleshoot: https://youtu.be/aqkseOnT87Y?si=Kzhrveaa-A9TxBv4
• iOS Permissions: https://youtu.be/Gz-ApJ8Xx88?si=rRr68S2D14jNBl07
• Check and Disable VPN: https://youtu.be/I1EZDFLb2zQ?si=C3D5s18XkO6reYkp

Repair

For the fastest turn around time on your CSx Via call the SeeSnake Factory Service Center: 858-244-6689, Monday – Friday, 8:00 am to 4:00 pm Pacific Time.