raybaby setup support

Setting up raybaby? We’ve listed an extensive FAQs here that you can refer to in case you’re stuck.

1.I am unable to connect to raybaby / don’t see any orange light after plugging in.

If you are a first time user, check if the socket carries power. You can do this by plugging your phone, or a lamp in to see if they come on.

Second, please ensure that you are using a raybaby-approved adapter with your raybaby, to avoid damage to the device. Should you lose the adapter, do get in touch with us.

If the above two conditions are checked and your device does not come on, please contact Customer Support.

If you are returning to set up, please check the light:

  • Slow flickering red: Your device is trying to reconnect to the internet. Please wait; this step can take between 30 seconds – 2 minutes.
  • Fast flickering red: You may need to reset the device.
  • Stable red: If you do not see the Home screen, please close the app and reopen it.
  • Stable green: Please scan the QR code.
  • Flickering green – slow: Wait for the green light to stop flickering – this should take 30-45 seconds – and stabilize. Now, scan the QR code.
  • Flickering green – fast: Unplug and plug the adapter back in.

2. Error Message: “The green LED seems to be unstable. You will have to RESET the device.” What should I do?

Please choose the RESET option on the screen. You’ll be taken through the reset instructions: 
Use the reset pin provided to press and hold the RESET button. The green light will flicker slowly before it turns a stable green. This will take about 35 seconds. When the light is a stable green, click NEXT until you reach the Scan QR CODE screen.

The error message repeats: “The green LED seems to be unstable. You will have to RESET the device.”

Please unplug and replug raybaby. Make sure your phone has a stable internet connection; and that your mobile hotspot is NOT ON. Close the app and reopen it. You’re ready to login using your Facebook or Google credentials. [NOTE: If you’ve already signed up before, reopening the app will take you directly to the setup page.]

3. Error Message: “Device Connection is lost.”

Click OK. You will now see a message requesting you to RETRY the connection to Raybaby_xxxxxx.

I have clicked RETRY. I see a LOADING screen now.

Please wait for around 30 seconds for raybaby to connect.

raybaby is connected.

Please proceed with entering your WiFi credentials. Do check that you are using the 2.4GHz network. Also ensure that your internet connection is stable. The connection to your Home WiFi should take around a minute.

4. Error Message: “Unable to join Raybaby_XXXX.” What should I do?

Click OK for a message requesting you to RETRY the connection to Raybaby_xxxxxx.

5.Error Message: “Oops, unable to scan the QR code.” What should I do?

Please email a screenshot of the message, along with an image of the QR code to  customercare@raybaby.us

6. I scanned the QR code successfully, am unable to connect. The error message is: “Unable to join Raybaby_XXXX.” What should I do?

When you click OK, if you see a screen that says “Device Connection is lost.” all you have to do is wait20-30 seconds for raybaby connect again. The message will appear once more. Please chose RETRY – this is not a loop.

7. Error message “Please check credentials” when I enter my WiFi username and password. What should I do?

Please check and re-enter your WiFi credentials. If you have entered the wrong credentials, raybaby will still try to connect. If the red light flickers from fast to slow to fast again, please reset the device. 

8. I am getting an error message when I enter my WiFi username and password. What should I do?

Error case 1: “Raybaby is not able to connect to your Home Wifi.” and the LED is blinking slow RED.

You will see a RETRY button, please click on it and move closer to your router if possible. raybaby will try to connect to your Home WiFi again. This is not a loop; we have enabled raybaby to attempt the connection to your internet twice.

Error case 1.1: I am seeing the message “Raybaby is unable to connect to the WiFi” a second time. Why?

raybaby has been designed to make two attempts to connect to the WiFi, that’s why you’re seeing it twice. Please wait for a successful connection.

You’ll know raybaby has connected when your device has a stable red light, and your app screen shows your baby’s breathing data and sleep status.

Error case 2: “Raybaby is not able to connect to your Home Wifi.” and the LED is blinking a fast red.

Please RESET the device, using the reset pin provided.

Error case 3: “Raybaby is not able to connect to your Home Wifi.” and the LED is a stable red.

A stable RED on raybaby indicates that the device is connected to the internet. If you’re seeing this message, you only need to close and reopen the raybaby app on your phone. When you reopen it, the app should take you directly to the Home Page where you will be able to see your baby’s live breathing and sleeping information.  

[NOTE: If the light is stable red, but the app shows “raybaby is connecting” screen for 1 min or longer, please contact customer care.]

9. The red light is blinking and the screen says Try Again or Reconfigure. What should I choose?  

If the red light is blinking fast, please choose Reconfigure. If it is blinking slow, please choose Try again.

If the red light is blinking slowly, it indicates that raybaby is trying to reconnect to the WiFI. If it doesn’t connect within 2 minutes, move close to the router and try. raybaby allows for two connection attempts, after which you’ll be prompted to Reconfigure.

10. How should I reconfigure raybaby?

Click on the Dashboard Panel (three dashes on the top left corner on the homepage) —–> Settings —–> Device Settings —–> Reconfigure Device
You’ll be taken to the reset page. Proceed by resetting the device.

11. How should I reset raybaby?

Use the reset pin provided to press the blue button at the back of the device. Hold for 7-10 seconds until the light changes from red to green. Now release and wait for the light to turn a stable green before you proceed.

12. The light on the device is fast blinking red and the home page in the app shows a loading message. What should I do?

This can happen if the WiFi network is slow or lost. Unplug and plug raybaby to automatically reconnect to internet.

In case of stable internet connection,  the light will go from orange to slow blinking red to stable red.

If the light goes from orange to slow blinking red to fast blinking red, it indicates that raybaby is unable to connect to your internet connection. Please check your network connection, make sure it is a 2.4 GHz network, move closer to the router and try again. Go to Settings -> Reconfigure and follow the reset instructions.

13. I had setup the device. The light in the device is slow blinking red and the app screen shows a “loading” message. What should I do?

Solution: This happens if the WiFi network is slow or lost. raybaby will try to connect to your Home network automatically. If your internet connection is stable, the light will change from orange to slow blinking red to stable red. At this point, please close and re-open the app. You will be taken to the home screen, where you will see baby’s breathing rate and sleep status.

14. I seem to be stuck on a loading page. What should I do?

Have you got a screen that says Connection Successful?

If Yes, you are connected and should be able to see the breathing and sleep data shortly. This may take some time to load as it depends on your internet connection.

If Not, there could be a problem with the network. Please check your network connection, move closer to the router and try again.

15. How close or far from the baby should I keep raybaby?

raybaby’s radar sensors create what we call a raybaby zone around the device. This zone exists around the device – both in front of- and behind it. If you are in this zone during set up, and find breathing data being recorded, it’s your breathing that’s being tracked.

Positioning raybaby too close to your baby will make it harder for it to record video. Positioning it too far from your baby will render breathing data difficult to record. The distance and height we have recommended is to ensure that raybaby is at the optimum distance to record sleep, breathing, and video.

You can choose wall mounting or table top to place raybaby although we recommend wall mounting.

If you choose tabletop placement,

Place raybaby on a table/ desk near to the crib.

The ideal height is 1.6 – 1.9 ft above the baby, and at a distance of 1 – 4 ft, with raybaby’s head at 45. You’ll know you’ve got it right if you can see the baby’s head and chest on the app. Keep adjusting the horizontal position of raybaby until you get a clear view of your baby on the app.

If you choose wall mounting,

Make sure that the crib is against the wall. Choose a point on the wall, at 1.9 – 3.2 ft from the baby, to screw the device in. Make sure the screws are secure before you fixing raybaby on it. Check if you are receiving a clear view of your baby on the app. If not, adjust the head of raybaby until you see your baby’s head and chest.

16. Where can I add another caregiver?

When you expand the menu on the left, you will see a list of options:

For Android: Home -> Journal -> Settings ->

For IOS: Home -> Settings

Within Settings, you will find a link to Baby Profile. Scroll below for Caregiver. Add Caregiver.

17. How can I delete a caregiver?

Under Menu, choose Caregivers. Click on the X button against the name of the caregiver to delete them from your list.

18. How do I update to the latest firmware?

Click on the Dashboard Panel (three dashes on the top left corner on the homepage) —–> Settings —–> Device Settings —–> Download Device Update. The update should begin automatically. If it doesn’t, click on ‘Check for firmware update.’ The new firmware will download and install automatically. There’s a step-by-step video of how to do a firmware update here.

Once installed, the device will restart. The light blinks red and will search for the primary internet connection A stable red light confirms a successful update. If the light fails to turn a stable red (or) blinks green (or) turns orange (or) does not come on, it indicates that the device has failed to restart correctly. If this happens, simply unplug and re-plug the power cord.

If you reset the device, we’d recommend that you reconfigure raybaby via the app by going to Settings > Device settings > Reconfigure raybaby. This will take you to the Scan screen, from where you scan the QR code and repeat set up.
[Note: Both, your phone and raybaby should be connected to the same WiFi while updating firmware.]

19. Why is my Wifi not listed on the app?

Case 1:  Please make sure you have separated your WiFi as 2.4GHz and 5GHz. It would help to have a different username and password for each, to distinguish the bandwidth. This is because raybaby is likely to attempt connection to the 5GHz network otherwise.

Case 2: My WiFi is 2.4 GHz network and does not show up on the list.

Sol. Please contact your internet service provider (ISP). The solution is to change the channel number to less than 11. This can be done via your WiFi admin page login on the router website. Your ISP should be able to guide you through this. Alternately, please contact customercare@raybaby.us

20. I have been using raybaby for some time but now the raybaby disconnects frequently.

Please check for a stable and strong internet signal, and restart your router:

1) Keep raybaby ON.

2) Turn OFF the WiFi router.

3) Wait for 30 seconds.

4) Turn ON the WiFi router.

5) If raybaby is in blinking red mode then wait for the light to turn stable red. [Note: This will take a couple of minutes. If the light does not turn stable red, restart raybaby.]

6) If the light is green, proceed to connect. Please check that you have typed the correct  username and password to your Home WiFi.

Sometimes when there are multiple smart devices connected to the same Wifi channel, the internet speed can slow down. Restarting the router will help address this.

21. Can I add another raybaby to my app?

If you are an Android user, you can add another raybaby to the app.

We don’t support the feature on iOS currently but expect to roll it out soon.

22. My email is registered for two raybabys. How can I enable access to my second email/ to another user?

You can add your second email or add another user as a Caregiver by going to Settings —-> Baby Profile —-> Scroll below for Caregiver option —> Add another Caregiver.

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