Dock Pro and Sleep Tracker Network Connectivity Troubleshooting Guide
Resolve network connectivity problems with your Dock Pro and Sleep Tracker.
Table of Contents
Dock Pro and Sleep Tracker Network Connectivity Troubleshooting Guide
This guide combines troubleshooting steps and FAQs to help you successfully connect your Dock Pro and Sleep Tracker to your wireless network and resolve any connectivity issues that may arise.
Wi-Fi Compatibility Requirements
Your Dock Pro and Sleep Tracker will only connect to a 2.4 GHz Wi-Fi network. Please keep the following in mind:
- Network Names: If you have two networks with similar names — for instance, “Home WiFi” and “Home Wifi-5G” — ensure you select the “Home WiFi” option.
- Enabling 2.4 GHz Network: If a 2.4 GHz network isn’t available, you will need to enable it on your router. Consult your router documentation for instructions on how to enable the 2.4 GHz network, temporarily disable your 5 GHz network, or change your security protocol.
- Mobile Device Connection: To optimize your setup, ensure the mobile device you use to connect the Dock Pro and Sleep Tracker to Wi-Fi is also connected to a 2.4 GHz network.
- Manual Entry for Different Networks: If you wish to connect your tracker to a different network later, you can manually enter the Wi-Fi network name and password when prompted in the mobile application.
Understanding Wi-Fi Frequencies
Modern Wi-Fi networks commonly broadcast on two frequencies: 2.4 GHz and 5 GHz. Both frequencies have advantages and disadvantages:
- 2.4 GHz: Offers a longer range and can more easily penetrate walls and other obstacles. This makes it ideal for smart home devices that may be located throughout your house.
- 5 GHz: Offers faster speeds but has a shorter range and is more susceptible to interference from walls and other obstacles.
In many cases, your devices and router will automatically select the most appropriate band and frequency. However, sometimes it's necessary to confirm which frequency your device is connected to, especially when troubleshooting connectivity issues.
Confirm Network Settings
Make sure you are connecting to the correct Wi-Fi network:
- Network Type: Ensure you are on a 2.4 GHz network, as the Dock Pro and Sleep Tracker does not support 5 GHz connections.
- Password: Double-check that the correct network password is entered and that your network is secured.
Advanced Troubleshooting
If you're experiencing connectivity problems, confirming your network frequency is a good first step in troubleshooting.
Here are a few ways to check your network frequency:
Option 1: Using Your Device's Built-in Tools or a Third-Party App
iOS
Install a third-party app like "Net Analyzer" from the App Store. This app can provide detailed information about your Wi-Fi network, including its frequency.
Android
- Swipe down from the top of the screen to open the notifications panel.
- Press and hold the Wi-Fi icon.
- Select the settings (gear icon) for your current/connected network.
- Look for the "Frequency" setting (which will display either 2.4 GHz or 5 GHz) or the "Network speed" setting (if the speed is over 400 Mbps, you are likely using a 5 GHz network).
Apple Computer
Hold down the Option/Alt key on your keyboard and select the Wi-Fi icon in the menu bar. The Wi-Fi network frequency is displayed in the Channel section.
Windows/Microsoft Computer
- Open the network panel from the taskbar.
- Click “Properties.”
- Under the Properties section, the "Network Band" should be listed as 2.4 GHz or 5.0 GHz.
Option 2: Checking Your Router's Settings
You can also check your network frequency by accessing your router's settings:
- Open a web browser and enter your router's IP address.
- Enter your username and password (the default is often "admin" for both).
- Click the "Advanced Settings" tab.
- Click “Network Settings.”
- Look for settings related to the 2.4 GHz and 5 GHz bands. You should be able to see which bands are enabled and their respective settings.
Verify Smartphone Settings
Before initiating the connection to your Dock Pro and Sleep Tracker, ensure your phone settings are configured correctly:
Bluetooth & Location Services:
- iOS: Navigate to Settings > Bluetooth and ensure Bluetooth is enabled. Then, check Settings > Sleepme to confirm the app has access to Bluetooth.
- Android: Go to Settings > Connections > Bluetooth to activate Bluetooth. Confirm location permissions are granted by checking Settings > Apps > Sleepme > Permissions.
VPN and Hotspots:
- Disable any active VPNs or mobile hotspots on your phone.
If connectivity issues persist, perform a factory reset:
Factory Reset the Dock Pro
- Increase the target temperature by 3 degrees using the (+) button, then decrease it by 3 degrees using the (-) button.
- Hold the power button for 15 seconds until the display shows 8's.
Factory Reset the Sleep Tracker
- Power On: Ensure the tracker is on.
- Press the 'Reset' Button: Use the paper clip to press and hold the 'Reset' button on the back of the Hub.
- LED Status change: The LED will flash amber for about 5 seconds.
- Release the Button: When the LED turns solid amber, release the 'Reset' button to start the reset.
- Wait for Restart: The tracker will automatically restart after the reset.
- Check for Blue LED: The LED will flash blue, indicating data is cleared and the device is ready for a new setup.
Reattempt Bluetooth Pairing:
- Ensure the Dock Pro and Sleep Tracker is in pairing mode. Look for a flashing Bluetooth icon. If it is not flashing, repeat the factory reset.
- Open the Sleepme app and select the device once the Bluetooth icon is solid.
Check Proximity to Router:
- Make sure the Dock Pro and Sleep Tracker is within 30 feet of your Wi-Fi router. For initial setup and updates, temporarily move it closer.
Reboot and Retry Connection:
- Reboot Wi-Fi Network: Power cycle your Wi-Fi router and repeat the connection process.
- Airplane Mode Workaround: Put the Dock Pro and Sleep Tracker in airplane mode for a few seconds, then take it out.
- Power Cycle the Dock Pro and Sleep Tracker: Disconnect from power, wait at least 30 seconds, then reconnect.
Changing Wi-Fi Settings:
- If connecting to a different Wi-Fi network is necessary, use the "Change Wi-Fi" option in the Sleepme app (accessible under the gear icon). You can manually enter the Wi-Fi network name and password when prompted.
Last Resort: Reinstall the App:
- If issues persist, delete and redownload the Sleepme app after exhausting all other troubleshooting steps.
Additional Considerations
- Internet Connection: Ensure your ISP is operational and your home router is functioning correctly. Check for any warning lights on your router indicating issues.
- If the Dock Pro and Sleep Tracker cannot connect to Wi-Fi, it cannot be controlled remotely via the Sleepme app.
- For persistent issues, consider checking for network congestion, updating router firmware, or resetting network settings to factory defaults.
Support Information
By following these troubleshooting steps, you should be able to maintain your Dock Pro and Sleep Tracker's wireless network functionality. If problems continue, please reach out to Customer Experience Team for further assistance.