There are many reasons your Restore may lose connectivity, but the most common ones include:
- Your Wi-Fi router is down or intermittently goes down
- You change your Wi-Fi network password
- Your Restore becomes unplugged
- Your Restore needs to be reset
Before you begin troubleshooting, you should have physical access to your Restore and have your Wi-Fi name and password handy.
Please try the steps below and, if this does not resolve the issue, contact our Support Team before deleting your account. Deleting your Hatch account may cause more harm than good.
Reconnecting your Restore to Wi-Fi
Follow these steps to help get your Restore reconnected:
- Make sure your home Wi-Fi is working.
- Since your Restore 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 devices, to double-check. If you can’t connect with any device, contact your internet service provider to check the service status in your area.
- Check your Hatch Sleep app version.
- Make sure that you have the latest version of the Hatch Sleep app on your phone or tablet.
- Make sure to update your firmware, if given the option when you launch the Hatch Sleep app.
- Make sure Restore is plugged in. (Restore will appear as offline in the app if it is unplugged.)
- Reset your Restore.
- Unplug your Restore, and plug it back in. Your connection may reset after this.
- 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.
- Update the network settings for your Restore.
- In the Hatch Sleep app, go to the settings page and select your Restore.
- Tap Update Wi-Fi and follow the prompts to try reconnecting to your Wi-Fi network.
- Check the settings on your Wi-Fi router or access point. Please review our "What does my Hatch require for a connection?" article for more details on checking your Wi-Fi settings.
- 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 Restore from these restrictions.
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