If your SAMi Camera is disconnecting, try following the steps below.

Please make sure you are following the correct instructions based on whether or not you are using your home wifi or the SAMi Router wifi!

SAMi Camera - Using Home Wifi

1. Make sure your device's iOS is up to date: https://support.apple.com/en-us/118575
    
2. Make sure you have the most recent version of the SAMi App downloaded. Even if you think it is, please verify by going to the app store and clicking on the actual app page, not just the search results. Do not click on "open" because that won't always show you the "update" button: https://apps.apple.com/us/app/sami3-sleep-activity-monitor/id981125894
    
3. Make sure you have "Ask to Join Networks" in the Apple device WiFi settings (not SAMi Settings) set to "Ask" and not "Notify". You can do this by opening the Apple Settings App -> Click on Wi-Fi -> Scroll to the bottom and click on "Ask to Join Networks" and change it to "Ask". 
    
4. Make sure you have deleted ALL unwanted videos from the SAMi App. Having full storage can sometimes cause issues: https://support.samialert.com/hc/en-us/articles/7852818126733-How-do-I-delete-individual-multiple-or-all-recordings-in-the-SAMi-app
    
5. After you have deleted all unwanted videos, reformat the SAMi SD card: https://support.samialert.com/hc/en-us/articles/12425565176589-How-to-reformat-your-SD-card
    

6. Reset the camera following these instructions exactly: https://hipass.zendesk.com/hc/en-us/articles/19088914790285-How-to-reset-your-SAMi-Camera-and-pair-it-with-your-home-WiFi-Camera-Only-Owners

    

7. If possible, connect the SAMi Camera to your home router with an Ethernet cable in an "Ethernet" or "LAN" port and leave it connected for a hardwired connection. We understand this isn't always possible, but if it is, it creates the most stable connection. 
    

8. Put your Apple device in guided access mode and read through this article to understand some things that might impact your performance: https://hipass.zendesk.com/hc/en-us/articles/8658183285133-Maximizing-Reliability

    

9. If, after all of this, you experience another disconnection, please send us a Logfile the next morning following these instructions: https://hipass.zendesk.com/hc/en-us/articles/11039204281229-How-do-I-send-a-Logfile. This will allow us to get data from the night before when a disconnection occurred.

SAMi Router or Complete Kits - Using SAMi-5G Wifi

For these first steps, you will need to connect your Apple device to your home WiFi network!

1. Make sure your Apple device's iOS is up-to-date. Please note you need to be connected to your home internet to do this: https://support.apple.com/en-us/118575
    
2. Make sure you have the most recent version of the SAMi App downloaded. Even if you think it is, please verify by going to the app store and clicking on the actual app page. Do not click on "open" because that won't always show you the "update" button. Please note you need to be connected to your home internet to do this: https://apps.apple.com/us/app/sami3-sleep-activity-monitor/id981125894
    
3. Make sure you have "Ask to Join Networks" in the Apple device WiFi settings (not SAMi Settings) set to "Ask" and not "Notify". You can do this by opening the Apple Settings App -> Click on Wi-Fi -> Scroll to the bottom and click on "Ask to Join Networks" and change it to "Ask". 
   
   Next, try these steps, but connect back to the SAMi-5G WiFi network to do so:
    
4. Make sure you have deleted ALL unwanted videos from the SAMi App. Having full storage can sometimes cause issues: https://support.samialert.com/hc/en-us/articles/7852818126733-How-do-I-delete-individual-multiple-or-all-recordings-in-the-SAMi-app
    
5. After you have deleted all unwanted videos, reformat the SAMi SD card: https://support.samialert.com/hc/en-us/articles/12425565176589-How-to-reformat-your-SD-card
    
6. Reset the camera following these instructions exactly: https://support.samialert.com/hc/en-us/articles/24751919535501-How-to-reset-your-SAMi-Camera-and-pair-it-with-your-SAMi-Router-Router-Kit-SAMi-Complete-Kit-Owners
    
7. After performing a reset, if possible, reconnect the SAMi Camera to your SAMi Router with an Ethernet cable and leave it connected for a hardwired connection. Make sure it's plugged into an Ethernet Port or LAN port and not a WAN port. For example, if your SAMi Router is White, plug it into an ORANGE port!
    
8. If, after all of this, you experience another disconnection, please send us a Logfile the next morning following these instructions: https://hipass.zendesk.com/hc/en-us/articles/11039204281229-How-do-I-send-a-Logfile. This will allow us to get data from the night before when a disconnection occurred.