Frequent disconnects, poor audio and/or video
We want to help you maintain a quality connection, always. If you’re seeing connection errors during setup, frequent disconnections in your live video stream or Night summaries, there are a few things you can try below to ensure you're getting the best connection every time.
1. Make sure your Wi-Fi network is available and working
Nanit uses your home Wi-Fi network to stream video locally and remotely. The following test will allow you to determine if your Wi-Fi network is available and if it has a working internet connection.
Connect your phone or tablet to the Wi-Fi network you’re attempting to connect Nanit to. If your Wi-Fi network is not available, there may be an issue with your router. In this case, proceed to step 6.
Open a web page on your device to see if the page loads. If the page doesn’t load, there may be an issue with your internet connection. We suggest contacting your Internet Service Provider for further assistance.
2. Update the Nanit app
We’re constantly making compatibility improvements to the Nanit app, so please make sure you’re running the latest version of the app on your phone or tablet.
3. Close and relaunch the Nanit app
- Double-click the home button.
- Locate the Nanit app screen and swipe up.
- Tap the app drawer button.
- Tap the 'X' on the Nanit app screen.
4. Restart Nanit
By restarting your Nanit camera, Nanit can reestablish a connection with your Wi-Fi network.
To restart Nanit:
- Unplug Nanit’s power adapter from the wall outlet, or carefully disconnect the Nanit camera from the stand.
- Wait about 10 seconds before plugging the power adapter back into the outlet, or reconnecting the Nanit camera.
- The Night Light on Nanit will blink for a few seconds to let you know it’s reconnecting.
Once Nanit’s Night Light has stopped blinking, open the Nanit app to see if the network connection has improved.
For more information on the different Night Light behaviors, click here.
5. Restart your router and modem
If your Wi-Fi network isn’t showing up, or you’re having trouble establishing an internet connection, we suggest restarting your router, modem, and any wireless-repeaters. Keep in mind, each router and modem is unique, so your steps to restart may be different.
To restart these items:
- Unplug your router, modem, and repeaters from the wall outlet and make sure the connection lights have stopped blinking.
- After 10 seconds, plug each item back into the wall outlet.
Once each item has finished restarting, test your internet connection by connecting to your Wi-Fi with a mobile device and loading a web page.
6. Switch between 2.4GHz and 5GHz
Most modern routers support dual-band routing, which means they broadcast both 2.4GHz and 5GHz networks. Depending on where your Nanit is located, one network may offer a more dependable connection over the other. If you have both networks available, try switching between them to see if this improves Nanit’s connection.
Which band should I choose?
- Original Nanit camera - Use the 2.4GHz band for better performance. Make sure your phone is paired to your 2.4 GHz network before starting the pairing process.
- Nanit Plus and Pro camera - Use the 5GHz band for best performance. Make sure your phone is paired to your 5GHz network before starting the pairing process.
To change Wi-Fi bands:
- Open the Nanit app and tap on the camera you are looking to access.
- Tap your camera's settings.
- Tap 'Network'.
- Under 'Dual Band Networks', tap 'Wi-Fi Band'.
7. Change Your Bandwidth Settings
If you are experiencing latency, frequent disconnections, high data usage or buffering in your live video stream, we highly recommend adjusting Nanit’s bandwidth usage by following these steps:
- Open your Nanit app
- Tap on ‘Settings’
- Tap on your baby’s name
- Tap on ‘Network’
- Move the bandwidth usage selector to “Low”
Changing this setting will reduce the picture quality of your video stream, however, it will help with the network issues and should lead to overall better experience with video streaming.
8. Move your router closer to Nanit/Move Nanit closer to your router
If you’re still experiencing connection issues, Nanit may be too far from your router. You may want to try moving your router closer to Nanit or moving your Nanit closer to your router.
Nanit has made the safety of your child the highest priority by limiting their exposure to EMR. We use a unique directional Wi-Fi antenna and shielding around the bottom of the camera to block most of the radio signals that would normally be sent in the direction of your baby. This dampens the Wi-Fi signals between the camera and routers located below the nursery and more than 20' away. This means that you may experience connectivity issues for nurseries on floors above where your wireless router is located. For an optimal connection, we suggest having a router or Wi-Fi repeater/extender on the same floor as the nursery and within 20' of Nanit.
9. Install a Wi-Fi repeater
If you find that Nanit is too far from your Wi-Fi router and you’re unable to move them closer, you may want to install a 2.4ghz Wi-Fi repeater. This device can be set up between your router and Nanit, to bridge the network signals. We've included links to 2 Wifi Extenders below.
To ensure compatibility with your existing network, we suggest contacting the manufacturer of your router.
10. Contact Support
If you find that you're still having issues we recommend contacting our Customer Support Team. Most issues can be resolved with a little help from our agents. We can be reached at firstname.lastname@example.org or 1 (866) 696-2648.