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F.A.Q.

Installation

What should the bed strip be used for?

Delivered with your hugOne, the bed strip amplifies the kids moves, who are lighter than adults, and helps improving the minihugs’ accuracy.

If your child is 13 years old or less and is sleeping on a foam mattress, the Sevenhugs app will automatically propose you to place the strip in his/her bed during the minihug setup (this requires adding your child’s profile to the family first).

Besides, if you notice uncommon results regarding your own nights or the ones of those you love (can happen when using a memory foam mattress), you can also install the strip to increase the minihug’s accuracy.

Usage

I have a blank in my temperature and humidity night data

In default mode, minihug shuts off its electronic transmissions as soon as you are in bed to avoid useless waves in the bedrooms.
Thus, it starts recording your data but do not send them to hugOne until you are out of bed in the morning. Your data are then available in the app within 30 minutes.

Consequently, you will notice a « blank » space in your curves if you try to access them in the app while in bed.
To get those data at any time, you can deactivate sleep tracking in the Settings menu by choosing Membres and minihugs and clicking on your avatar. Please note that by doing so, you will not get your sleep data anymore and the minihugs will keep on transmitting radio waves during the night.

My hugOne reports a low COV level. Is my sensor working well?

You have recently installed your hugOne and noticed the following behaviour regarding air quality data monitoring:

  • An increase in your indoor Volatile Organic Compounds rate during the first days,
  • Then a decrease and a stagnation at 450ppm.

This behaviour is absolutely normal. Once you have installed your hugOne, its air quality sensor needs a calibration period to adjust itself to provide even more accurate data. It can take from 3 to 5 days. During this period of time, the COV level stagnates at around 450ppm with some fluctuations that can vary from one sensor to an other.

I have set up my hugOne but the app’s home screen displays a grey house. What shall I do?

This behaviour is absolutely normal. Once your hugOne is set up, the first data are available within 5 to 10 minutes.
After an Internet disconnection, your house can also be grey. Once again, please wait a few moment to see a change in your house’s color.

The data gathered by my hugOne and the minihugs do not seem to be synchronized. Is there an issue with my system?

hugOne and the minihugs gather your sleep and indoor environment data following specific rules that can sometimes make you think that your devices are not synchronized. Which is not the case of course.

For instance, let’s say that you want to check your hugOne’s and your family’s minihugs data at 8 :30 am.
Knowing that air quality data are gathered every 5 minutes, your latest report could be at 8:25 am.
You could also notice that your latest minihug’s temperature report dates back to 7:55 am. Once again, everything is normal here since the temperature and humidity data are gathered every hour (or less if your values have changed).
Finally, your child has just left his/her bed but the latest minihug data report dates back to yesterday night. No worries here. Keep in mind that it takes a few minutes for the minihug to wake up after the person has left the bed in the morning and for the app to display the first data.

How can I invite a new member to use the app and allow him to set his own alarm clock?

Easy! To invite a new member, create his/her profile first. To do so, go to the Setting Menu, choose « Members and minihugs » and add a new member by providing the needed informations. Once you are done, click on this new member and choose the option « Invite this member ».
The new member will automatically receive an email allowing him to download the app and to join the family to create his own account. Once the account is created, the new member will be able to set his own alarm clock and access his data at any time (see our « How can I set the alarm clock? » FAQ).

How can I set the alarm clock?

You can access the alarm clock screen from the Home Screen. To do so, press your picture first and then choose the small alarm clock.

Please note that you cannot set an other member’s alarm clock. To allow an other member to set his own alarm clock, invite him to create his account (see our « How can I invite a new member to use the app and allow him to set his own alarm clock? »).

Troubleshooting

I could not connect my hugOne to the WiFi

If you are encountering difficulties to connect your hugOne to your WiFi network, the following steps should help you solve the issue:

  • Please check that your Smartphone or tablet’s WiFi is activated first and that your device is connected to the Internet,
  • Press hugOne’s top button for at least 5 secondes until its basis turns yellow. Release the button. The basis now should be blinking yellow.
  • Leave the Sevenhugs application and make sure that it is not running in the background. To do so, press your iPhone’s Home button twice, look for the Sevenhugs app and swipe it up,
  • Launch the app and go to the Settings menu, choose « hugOne configuration » and then « Configure Wi-Fi »,
  • You do not have to press on hugOne’s top button again. Go directly to the device selection screen. Your hugOne should appear in the list after a few secondes. Select it,
  • The next screen informs you that your hugOne will be set so as to access a precise WiFi network. Check that this network is the right one and press Next,
  • Your hugOne’ set up is normally over. Click on « Finish ». The last screen should display the following text: « Great! Your hugOne is now configured ».

What does the Aiport Express screen mean?

The Airport Express screen appears when you try to connect your hugOne to the Internet before resetting it.

To pair your hugOne, please reset it first by pressing its top button for at least 5 secondes. Wait another 10 secondes and start the pairing process again using the app. You can also follow the 7 steps of our « I could not connect my hugOne to the WiFi » FAQ.

I cannot connect my hugOne to my Internet box

If you tried to connect your hugOne to the Internet but the pairing failed, you can first check our dedicated FAQ: I could not connect my hugOne to the WiFi.

If your hugOne still cannot connect to the Internet and is not glowing light blue, check the following points on your box:

  • If your box’ 2.4GHz and 5GHz networks are both activated and have the same name, some of your devices can encounter connection stability issues. Rename your 5GHz network or deactivate it to solve this (hugOne only works with 2.4GHz),
  • If IPv6 is activated on your box, try again after deactivating it,
  • Your box or routeur’s MAC filtering can also be responsible for this issue. You have two possible options to solve this :
    • Add your hugOne’s MAC address. You will find it on its packaging,
    • You can also deactivate MAC filtering,
      MAC filtering gives you the ability to allow or refuse the Wi-Fi connection between a specific device and your Internet box in order to protect your network from being misused.
  • Verify that you are connected to a home network (hugOne does not work with WiFi hotspots),
  • Check the encryption mode used by your Wi-Fi network:
    • Recommended encryption mode is WPA2(AES),
    • If your network uses WEP, please note that an hexadecimal key will not work.

If you still cannot connect hugOne to your WiFi network, do not hesitate to contact the support team and to indicate your Internet box reference (see our « I have a question/I am encountering an issue. Who can I contact? FAQ »).

I have a question/I am encountering an issue. Who can I contact?

For any question or issue, please have a look at our FAQ first. We've covered many topics and you may be able to find quickly what you are looking for.

If you are encountering technical issues with your hugOne or your minihug and have not find the right answer to it in our FAQ, you can contact us directly by creating a « ticket » within the app.

To do so, open your Sevenhugs app and go to the Settings menu. Choose « Contact us » to create your « ticket ».

To help us provide you the best answer, please send us the following details when possible:

  • Name of your Internet Provider,
  • Do you use a WiFi repeater? If so, please indicate the brand’s name,
  • Is IPv6 activated on your box?
  • Is the MAC filtering activated on your box?

For any non technical matter, you can reach us at contact@gethugone.com.

I could not pair my minihug

If you are encountering difficulties to pair your minihug to your hugOne, here is a check list that should allow you to have fun with your new tiny companion in a while:

  • Please check that your Smartphone or tablet’s WiFi is activated first and that your device is connected to the Internet,
  • Make sure that your Smartphone/tablet and your hugOne are connected to the same WiFi network,
  • Your hugOne’s basis should not glow in yellow. If it is the case, please see our « I could not connect my hugOne to the WiFi » FAQ,
  • Only pair one minihug at a time.

You can now try to pair your minihug again by following these steps:

  • Unplug and plug your hugOne,
  • Wait one minute to allow hugOne to automatically reconnect to the WiFi network,
  • Leave the Sevenhugs application and make sure that it is not running in the background. To do so, press your iPhone’s Home button twice, look for the Sevenhugs app and swipe it up,
  • Lastly, follow the in-app instructions.