If a customer is stating that their Dock Pro is not keeping to their sleep program there are a couple of things to check.
Is their Sleepme app on the correct time zone?
If a customer is stating that their Dock Pro isn't turning on and off at the right times, confirm that they have the correct time zone set up on their app. You can ask them to confirm on their side but we also have access to this information with the sleepme admin tool: https://hypnos.sleep.me/
Is their unit claimed in the Sleepme app?
An unclaimed unit will not follow a sleep program. You can walk them through the process of claiming the Dock Pro by simply having them access their Sleepme app, clicking on the bed icon in the lower right and then simply claim the device they want to run their sleep program, if they don't see their device listed they will need to go through the pairing process.
- If the unit is showing claimed but it still isn't following the sleep program, it can help to unclaim the device, wait a few seconds and then reclaim it. This will force the app to refresh its connection to the device.