Lost Connection

There are many reasons your Hatch Baby 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

Before you begin troubleshooting, you should have physical access to your Hatch Baby 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. 

Follow these steps to help get your Hatch Baby reconnected:

1. Make sure your home Wi-Fi is working
   • Since Hatch Baby uses 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. 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.
5. Reset the network settings for your Hatch Baby
   • In the Hatch Sleep app, go to the settings page and select your Hatch Baby.
   • On the device settings page, tap "Update Wi-Fi" and go through the steps to reconnect to your Wi-Fi network.
6. Check the settings on your Wi-Fi router or access point- you will want to 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. 
7. Parental controls or firewall security
   • High firewall security or parental controls can block communication with Hatch servers, so if you have just enabled any security settings this might be the cause.
   • Refer to your Wi-Fi router/access point documentation to see how you can exempt your Hatch Baby from these restrictions.

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