If your camera connection keeps dropping, don't worry, this is usually caused by Wi-Fi signal or network settings, and it's typically easy to fix. Here's how to troubleshoot it:
Step 1: Check if it's happening on your Parent Unit too
If you have a Babysense Parent Unit, check whether it's also losing connection to the camera, or if the issue only happens on your phone app.
- If it's happening on both the Parent Unit and the app, the issue is likely with the camera's Wi-Fi connection itself.
- If it's only happening on the app, the issue may be specific to your phone or the app's connection to your network.
This will help you (and us, if you need further help) narrow down where the problem is coming from.
Step 2: Check your camera's distance from your router
Wi-Fi signal weakens with distance and can be blocked by walls and floors. Try moving your camera closer to your router, or consider a Wi-Fi extender if the nursery is far from your main router.
Step 3: Confirm your router settings
The Babysense Touch only supports 2.4GHz Wi-Fi networks. Some routers automatically switch devices between 2.4GHz and 5GHz (sometimes called "band steering"), which can cause the camera to lose connection. If possible:
- Split your router's 2.4GHz and 5GHz networks into separate network names, and connect the camera to the 2.4GHz one specifically.
- Or disable band steering in your router settings, if your router supports it.
Step 4: Reduce network congestion
If you have many devices connected to your Wi-Fi at once, your network may struggle to maintain a stable connection to the camera. Try disconnecting unused devices, or check if your router needs a firmware update.
Step 5: Check your power connection
Make sure your camera is plugged directly into a wall outlet, rather than a power strip or switch that could be interrupting power.
Step 6: Update your app
Make sure you're using the latest version of the Babysense Smart Nursery app, as connectivity improvements are released regularly.
Still having trouble?
If your camera continues to disconnect after trying the steps above, please contact us with the following so we can help further:
- Your phone model and operating system version
- Whether the issue also happens on your Parent Unit
- How often the disconnections occur (constant, every few minutes, at certain times of day)
We're happy to help you get this sorted!
Let our Customer Service Team know.