Lost Connection

There are many reasons your Rest 2nd gen may disconnect, but the most common ones include:

• Your Wi-Fi router is down or intermittently goes down
• You change your Wi-Fi network password
• Your Rest+ 2nd gen runs out of battery

In most cases, even if your Rest 2nd gen is offline but is still running on battery, your programs will still run and you’ll be able to control your device using the Touch Ring and buttons.

Before you begin troubleshooting, you should have physical access to your Rest 2nd gen and have your Wi-Fi name and password handy. When troubleshooting connection issues, do NOT delete your Hatch Sleep account before contacting customer support as it may lead to other issues down the road. 

Reconnecting to Wi-Fi

Follow these steps to help get your Rest 2nd  gen reconnected:

1. Make sure your home Wi-Fi is working
   • Since Rest 2nd gen use your home Wi-Fi network, check that you can get online with another device in your home. If you’re using a cell phone, make sure you don’t use cellular data to test your connection. To help make sure you’re not using cellular data, turn on Airplane mode and then turn on Wi-Fi.
   • If you can’t connect, try using a different device or any other smart home device, to try and connect to the device. If you can’t connect with any device, it may be worth contacting your internet service provider to check the service status in your area.
2. Check your Hatch Sleep app version
   • Make sure that you have the latest version of the Hatch Sleep app on your phone or tablet. You can download it for free from the Apple App Store or Google Play Store. To make sure you have the newest version, visit the app store and look for an "Update" button.
3. Make sure to update your firmware if given the option
   • When you get a notification to upgrade firmware, accept it to be on the most up-to-date version. 
4. Make sure Rest 2nd gen is charged. (Rest 2nd gen will appear as offline if it has run out battery.)
5. Restart your router
   
   • To restart your router, you should follow the router manufacturer's instructions.
     • Note: Every router is different. You may need to consult your router’s user manual for specific instructions on how to restart your router.
   • Restarting your router will reset your internet connection. You should also restart any Wi-Fi range extenders or repeaters.
6. Reset the network settings for your Rest 2nd gen
   • In the Hatch Sleep app, go to the settings page and select your Rest 2nd gen.
   • On the device settings page, tap "Update Wi-Fi" and go through the steps to reconnect to your Wi-Fi network.
7. Check the settings on your Wi-Fi router or access point- Check the settings on your Wi-Fi router or access point- for details on what to look for in your Wi-Fi settings, you can view our "What does my Hatch Require for a Connection?" article.  
8. Parental controls or firewall security
   • High firewall security or parental controls can block communication with Hatch servers.
   • Refer to your Wi-Fi router/access point documentation to see how you can exempt your Rest 2nd gen from these restrictions.

We also have a step-by-step video to walk you through everything you need to know to easily get your device online. 

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