Spinning Circles or Loading Issues

When your Owlet app is showing spinning circles (appearing above the Cam Audio and WiFi information) use this article’s steps to identify and resolve spinning circles while using the app with your Cam.

Spinning Circles could indicate WiFi connectivity issues

Our WiFi Cam Diagnostics Tool can help you diagnose and troubleshoot your WiFi issues.  

I see the message “Connecting…” with a spinning circle, try:

  1. Check that your camera is plugged into the wall and that it is receiving power.
    The status light indicates if it is enabled in the Owlet app or not.
  2. If a status light is not displaying:
    1. Unplug your camera from the power and plug it back in.  The status light of your camera should turn on if it is plugged in and receiving power (refer to the status lights article for more information)
    2. Force-close your Owlet app.
    3. Relaunch your Owlet app.
    4. Turn on the LED lights in your app:
      1. Go to the account tab underneath My Owlet Devices.
      2. Tap your device.
      3. Toggle the status light on if it is off.
        You should now be connected, streaming, and able to see your little one.

If this is not bringing your camera back online and streaming, please check your Cam’s light status and compare it to the tips and recommendations in this article for that light status. 

What is my Dream Sight’s Status Light telling me?

Spinning circle with a blinking blue light

  1. Your camera is searching for a WiFi connection and isn't able to connect or your WiFi is not broadcasting.
  2. Refer to our WiFi Setup & Troubleshooting article 

Spinning circle with a solid blue light

  1. This light status indicates your Cam is now connected.
  2. Check your camera viewing stream again as it might be restarting.
  3. Force-close your Owlet app and relaunch it to clear any issues. You should be streaming now and able to see your little one.
  4. If this isn’t reconnecting you, please try re-registering your Cam, re-pairing it, or as a last option, resetting using the instructions in this article.

Spinning Circle with “Loading…” and a blinking or solid red light

  1. The app is able to connect to your Cam, but it’s unable to stream.  You can confirm whether this is true:
  2. Select the Camera from My Owlet devices underneath the Account tab.
  3. Look at the device information. Is the signal strength (RSSI) displayed?  If the signal strength is displayed, your Cam is connected to the App.
  4. If your Cam is not streaming, try this:
    1. Force-close your Owlet app and relaunch it.
    2. Log out of the app.
    3. Log back into the app.
      Your connection should now be restored.
  5. Re-register your camera using the instructions in this article.
  6. Check the video quality of your camera for resolution issues. If your resolution quality is not high, you can use a speed test to verify the issue using your mobile device’s web browser, checking for:
    1. The download and upload speed in Mbps must be greater than 2.0.  The camera needs 2.0 Mbps of dedicated resources to function efficiently. This cannot be shared with other devices.
  7. If nothing else has restored your Dream Sight streaming, try the Tips list before performing a camera reset using the instructions in this article.
  8. If you aren’t yet connected and streaming after trying these tips, check your camera’s status light. 

Spinning circle with solid red light

If you see a status “Receiving video footage” and you see a black screen with a spinning circle, there is a connection issue. 

  1. Diagnose and troubleshoot your WiFi problems with the help of our support partner RouteThis Helps. Check out the WiFi Cam Self-Help Tool.
  2. Try our helpful tips section in this article before trying a camera reset.
  3. If those are not helping, perform a camera reset and add the camera back to your account.
    You should now be connected, streaming, and able to see your little one.

Spinning circle with a blinking red light

If a blinking red light is your camera’s light status after restarting, or this is happening consistently after you've performed a boot-up and you are also seeing a spinning circle, your camera might be caught in an error state.

Try this to return the camera to streaming:

  1. Reboot your Cam (unplug and replug power).
  2. Force-close your Owlet app and relaunch it:
    1. Log out of the app.
    2. Log back into the app.
      Your connection should now be restored. 

Try these Tips before performing a Factory Reset

Before trying more intense troubleshooting like a camera reset, please wait for a brief period of time and try again. We recommend this because some services might be busy or a network server might be down temporarily. Customers experiencing this issue often see it self-resolve after a short wait, even though their troubleshooting steps are no different.

  1. Check your Video Quality (resolution) settings in the app:
    1. Go to the home screen
    2. Select your child profile
    3. Scroll down to the camera settings and select Video Quality
    4. Select Auto
  2. Power-cycle your camera and re-pair it:
    1. Disconnect the power cable from the Owlet Cam for 30 seconds.
    2. Reconnect the power cable to the Cam.
    3. Check that your power cable is plugged in and in good condition if your camera isn't streaming.
  3. If your camera does not re-pair with the app or if you're receiving an OC error code, see the Error Codes article for more information.
  4. If trying again at a later time is not helping and the steps in this article are not solving your Cam offline or streaming issues, it's time to try a camera reset.
  5. Follow the prompts to set up your camera again (do this only if you’ve tried everything else).

Removing and Re-registering your Cam

CAUTION: This process removes the Dream Sight camera from your account and removes WiFi connections. We recommend this only if the previous steps in this article are complete and your streaming issue is still unresolved.

To re-register your Dream Sight:

  1. Tap the Account tab in the Owlet App.
  2. Select Camera.
  3. Select Remove this device.
  4. Tap +Add Owlet device from the Account tab.

Follow the prompts to re-register your camera as in your original setup process.

Performing a Camera Reset

Note that once your camera reset is complete, you must add your Dream Sight camera back to your account. To Reset your Cam and add your Cam back to your account:

With your Dream Sight camera connected to power and on:

  1. Press and hold the button on the back of the camera until the camera plays 4 descending tones (~15 second button hold)
  2. Release the button
  3. Wait until the camera LED transitions from Off --> solid green --> red/blue flashing (~45 seconds after button was initially pressed)
  4. Select Add Owlet Device to add your Dream Sight camera back to your account.

If your issues are unresolved after these steps, please contact our Customer Care team for further assistance.


 

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