Troubleshooting Wi-Fi — VPN and Security Settings

This article specifically covers VPN software. If you're having trouble connecting, please see this article first:
Troubleshooting – Wi-Fi Connection Issues

VPNs secure your data by routing it through a server on the Internet. Because SeeSnake monitors don’t provide Internet access, the VPN can’t reach its server and blocks the data connection from your monitor. If you can connect to your monitor's Wi-Fi but can't see SeeSnake camera video on the HQx Live app, a VPN may be the cause.

Note: company-owned devices often have additional security settings or software apps that block connections to unknown networks or networks without an Internet connection. If you can connect with a personal device but not with your company-issued device, raise the issue with your company's IT department.

VPNs

The steps below show how to check for an active VPN and turn it off. You may also need to configure settings in your VPN app – refer to the app's documentation. Remember to turn your VPN back on when you’re done with the inspection.

iOS:

1. Open Settings search for "VPN"
2. If a VPN is connected turn it OFF
3. Tap the “i” next to the VPN name — if Connect On Demand is shown, turn it off

Note: Connect on Demand only appears if your VPN has an "Always-On" feature (see below).

Android:

1. Open Settings, search for “VPN,”
2. Tap "VPN"
3. Tap the VPN name, then Disconnect
4. Tap the gear icon next to the VPN name, turn off "Always-On VPN" and "Block connections without VPN"

Always-On and Kill Switch

Some VPN apps have an “Always-On” feature that reconnects the VPN automatically after you turn it off, and/or a “Kill Switch” that blocks data when the VPN isn’t connected. The steps above show how to disable these features (Connect On Demand and Always-On) in your device settings, and you may also need to disable additional settings in the VPN app as well. Refer to your VPN's documentation for the names on these features and how to configure them.

Bypassing / Whitelisting / Split-Tunneling

Some VPN apps have a feature that lets you specify which app or apps are allowed to bypass the VPN. If this feature is properly configured you can use HQx Live without turning off the VPN. The technical name for this feature is Split Tunneling, but apps often use different names for this feature: Bypassing, Whitelisting, Allow LAN  Connections, etc. Refer to your app’s documentation to determine if this feature is available, what it's called, and how to set it up.

Norton 360

Norton 360 is a VPN and security app that gets special mention because we’ve encountered the app in several support calls. How you handle it depends on your OS platform. These links refer to Norton's web-based user guide:

• Enable Split Tunneling (Android only as of 9/2026)
• Pause the VPN or disable the “Always-On” feature (Android & iOS)