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App Stuck On "Stretching Wings"

This issue is almost entirely confined to planned and very occasional unplanned outages with the servers that Owlet uses to store data accessed by the mobile app. 

While Owlet tries to alert you as the customer prior to any such event, please remember the monitor was designed to work independently of the app, and though it may be challenging not to have access to those live vitals, rest assured that the Base Station will still function as your primary alert system.

If you have not seen a notification about planned or unplanned outages, you can try the following:

  1. Fully force close or Exit the app.
  2. Power cycle the monitor (unplug the base station from the power cord, wait 20 seconds and then plug it back in).
  3. Reopen the app and confirm that it is now able to progress past this page after a few minutes.

 

If that doesn't work:

  1. If you have a dual network (5.0G and a 2.4G), newer smart phones will often connect automatically to the 5.0G network. Under wifi settings, manually forget any network that is not supported (5G, hidden, etc.).
  2. Try re-entering the app on your 2.4G network.

OR

  1. Fully force close or Exit the app.
  2. Power cycle the monitor (unplug the base station from the power cord, wait 20 seconds and then plug it back in).
  3. Go to wifi settings and turn off wifi on your phone.
  4. Try to re-enter the app using cellular data (3G, 4G, LTE, etc.)

 

If you still are stuck on "stretching wings", it most likely is a server outage.  Please reach out to customer service during regular customer service hours (see below), and remember, the Base Station will continue to function as the primary alert system, even if it is not connected to wifi or the server-based network.

 

Document the issue:

Please document the issue - jot down a note about how you got there or what you were doing when the issue occurred, if needed, take a screen shot, then please email the issue to us, along with what you've done to try and fix the issue.

 

Have more questions? Contact us! 

Customer Service: (844) 334-5330 available Monday-Saturday 7 am to 9 pm MST
App Chat: Monday-Saturday 7 am to 12 midnight
 
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