Your Hatch Restore 2 may fail to connect to the campus Wi-Fi network even though the MAC address displayed during setup has been registered in MyDevices.

Symptoms

Your Hatch Restore 2 may fail to connect to the campus Wi-Fi network even though the MAC address displayed during setup has been registered in MyDevices.

Cause

We have identified a known issue where the Hatch Sleep app may display an incorrect MAC address during the initial setup process. In some cases, the connection failure screen displays a different MAC address, typically with the last character differing from the address originally shown.

Resolution

1. Begin setting up your Hatch Restore 2 in the Hatch Sleep app.
2. Register the MAC address shown during setup on MyDevices.
3. If the device fails to connect:
   • Carefully read the failure message displayed in the Hatch app.
   • Look at the MAC address shown near the bottom of the error screen.
   • Compare this MAC address to the one currently registered in MyDevices.
4. If the MAC addresses do not match:
   • Delete the existing registration from MyDevices.
   • Register the MAC address shown on the failure screen.
   • Attempt the connection again.

Recommended Tip

If you are unsure which MAC address is correct, allow the initial connection attempt to fail before registering the device. The failure screen may display the actual MAC address that must be registered for successful connectivity.

Example

Address shown during setup:

AA:BB:CC:DD:EE:F1

Address shown on connection failure screen:

AA:BB:CC:DD:EE:F2

In this example, register AA:BB:CC:DD:EE:F2 in MyDevices and remove the original registration.

Additional Notes

• Changes made in MyDevices can take several minutes to propagate across the network.
• If the device still does not connect after updating the registration, remove the registration and create a new one using the MAC address displayed on the failure screen.
• Hatch Restore devices require a 2.4 GHz Wi-Fi connection during setup.