If your phone or tablet is connected to your monitor’s Wi-Fi, but HQx Live doesn’t show the live camera image, a VPN could be blocking the video feed. VPNs secure your data by routing it through a server on the Internet – and SeeSnake monitors don’t provide Internet access.

• Problem: no Internet access > VPN can’t reach its server > video feed is blocked
• Solution: bypass or disable the VPN when connected to your monitor 

Company-owned devices may incorporate extra security measures. If you can connect with your personal phone or tablet, but not with your company issued device, it likely has a VPN or other security measures in place. Refer the issue to your IT team for specific guidance.

Refer to this article for general Wi-Fi troubleshooting.

Security Apps and Settings

Company-owned devices often employ security settings, endpoint management software (MDM), or operating system firewalls to block connections to a Wi-Fi device like a RIDGID SeeSnake monitor that creates a local network. [1, 2, 3]

• No-Internet/NoConnection: automated scripts or security apps can disconnect Wi-Fi networks that don’t provide an internet connection. [1]
• Local Network Restrictions: corporate security profiles that restrict local device discovery prevent the phone from seeing or connecting to your monitor’s Wi-F. [1]
• VPN Enforcement: Always-on corporate VPNs block the data (video) stream when connected to a Wi-Fi network with no internet access.
• MDM Policies: Mobile Device Management software can block unauthorized Wi-Fi networks (i.e. your monitor). [1]

Diagnosis

• Test a Personal Device: try connecting your personal phone or tablet. If you can connect a personal device, raise the issue with your IT team. [1]

VPNs

Check for and disable a VPN.

iOS:

1. Settings > General > VPN & Device Management > VPN
2. If you’re connected to a VPN, turn it OFF
3. Tap the "i" next to the VPN name; if shown, turn off Connect On Demand (see "Always-On" VPNs below)
4. Open the HQx Live app – after a few seconds you should see live camera video

Android:

1. Open your device settings and search for “VPN”
2. Tap the VPN name > Disable
3. Tap the gear icon next to the VPN name and disable "Always-on VPN" and "Block connections without VPN"

Note: 

• You may also need to disable "Always-On" settings in the VPN app (see below)
• VPNs that support whitelisting can let designated apps bypass the VPN without disabling it (see below) 
• Remember to turn your VPN back on when you’re done with the inspection

Whitelisting / Split-Tunneling / Bypassing

Some VPNs have a feature (whitelisting, split tunneling, bypassing) that lets a specific app or website bypass the VPN without disabling it. If your VPN supports this feature, you can leave it ON while using HQx Live. Refer to your app’s documentation to determine if this feature is available and how to set it up.

Always-On and Kill Switch

Some VPNs have an Always-On feature that automatically reconnects when the VPN is turned off, and some have a Kill Switch that blocks data when the VPN isn’t connected. This article shows how to disable “Always-On” settings in Android or iOS system settings.

[https://help.seesnake.com/support/solutions/articles/150000172944-troubleshooting-wi-fi-connection-issues]

In addition to the OS settings, you may also need to disable one or more settings in the VPN app. The settings and their names vary between apps, but you will typically see something like Always-On, Kill Switch, Auto Connect, Auto Reconnect, etc. If needed, check the documentation for your VPN app.

This video shows how to turn off Connect on Demand in iOS: video link

iOS VPNs with Whitelisting

Popular VPN apps from Nord, Proton, and Norton support split tunneling on Android but not iOS. Currently, only a handful of iOS apps support this feature:

• Surfshark: “Bypasser” allows whitelisting of specific website domains or IP addresses so they bypass the VPN tunnel.
• ExpressVPN: split tunneling allows you to exclude specific single IPv4 addresses or websites that block VPN connections while keeping the rest of your device protected. [1, 2]
• IPVanish: split-tunneling feature lets you route designated website domains directly through your ISP instead of the VPN.
• SplitVPN: app-based rules let specific apps connect outside the encrypted layer. [1, 2]

Norton 360

Norton 360 gets special coverage because we’ve encountered it in several support calls. Norton is a popular security and VPN app that supports split tunneling on Android, but not on iOS.

Android – enable Split Tunneling

iOS – pause the VPN or use these steps to disable the “Always-On" feature.