Loftie is designed for consistent use with the included USB-C cable and plug and we recommend keeping the Loftie Clock plugged in at all times during normal use.&#xA0;Your Loftie Clock will turn on automatically when plugged in. You will see a power icon (looks like a car battery) on the right corner of the main clock screen if it is unplugged or not properly receiving power.&#xA0;If fully charged, the Loftie Clock has an internal battery backup in case of a power outage. The battery life can range from 4-8 hours depending on the usage (ie sound content, etc).&#xA0;If your Loftie Clock is not turning on or you are experiencing power issues we recommend double-checking the following:&#xA0;Check the Connections: Unplug and replug the USB-C cable on the back of Loftie. When the USB cable is plugged into Loftie you should be able to gently pull the cord without it coming unplugged. It should feel secure.Check the Outlet: Confirm the outlet you are plugging Loftie into is working properly and is receiving power. (Other devices work while connected to the outlet and the outlet is not controlled by a switch.)&#xA0;Try a Different Cable: Try another USB-C cable to power Loftie on. While we have high-quality standards for all components of our products, it is possible there is a defect in the manufacturing. If your cable is not working, please email us and we will happily send you a replacement. &#xA0;Wait: If your Loftie was unplugged for an extended period of time, the battery might be completely drained. After you check all the connections, leave Loftie plugged in for an hour and recheck if it has turned on.&#xA0;<div data-block="true" data-editor="cdc83" data-offset-key="8tlhk-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(27, 28, 29); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"> </div><iframe width="100%" src="https://www.youtube.com/embed/Inp3FjaTRsc?&amp;wmode=opaque&amp;rel=0" frameborder="0" allowfullscreen class="fr-draggable"></iframe> Need more assistance?&#xA0;If the above tips don&apos;t help you get your Loftie up and running please contact us at <a href="mailto:support@byloftie.com">support@byloftie.com</a> and include the following information for the best assistance:&#xA0;<ul style="list-style-type: circle;"><li>S/N on the bottom of your Loftie&#xA0;</li><li>What you have tried to resolve the issue already&#xA0;</li></ul>

Power & Battery

The Loftie Clock needs to be in set-up mode in order to display during the scanning process from the app. You can confirm your clock is in set-up mode when the clock screen displays &quot;Go to App to Set Up.&quot;&#xA0;If your clock is currently displaying the time, please select &quot;Forget WiFi&quot; from the Settings menu on the clock. Your clock will automatically restart to set-up mode.&#xA0;If your clock is in set-up mode and is still not appearing when scanned for devices please check the following:&#xA0;Restart your Loftie: Press and hold the Select button (small circle on the right) until the screen refreshes.&#xA0;Allow new Bluetooth devices to be scanned: Check your phone&apos;s settings to make sure new Bluetooth devices can be scanned.Give Loftie app permissions: The Loftie app needs permissions enabled to use Location Services and Bluetooth. If these are turned off, it&apos;s possible it won&apos;t be able to scan your device.&#xA0;Confirm your Loftie is not connected elsewhere: The set-up mode enables the Loftie Clock to broadcast a Bluetooth symbol in order to share the WiFi network information from your phone to the clock. (This is disconnected immediately after set-up.) If the clock Bluetooth symbol is accidentally connected elsewhere at this stage then the broadcast is not available to be picked up during the app scan. This can happen accidentally through:&#xA0;<ul style="list-style-type: circle;"><li>Your laptop or computer&#xA0;</li><li>Your phone (particularly with Android phones - please read the Android-specific instructions below)&#xA0;</li></ul>A good way to tell is to check the Bluetooth settings on your phone and look for Loftie appearing there. If the phone says &quot;connected&quot; or &quot;pairing,&quot; it may be trying to connect to the Loftie device outside of the app.&#xA0;Android-Specific Scanning Support Certain Android phones automatically find and pre-connect to available Bluetooth devices. This means that the clock&apos;s Bluetooth broadcast is being diverted from the app scan to your phone, leaving the app unable to recognize the clock.&#xA0;Please double-check that your phone hasn&apos;t already connected to Loftie via its Bluetooth settings. If your phone automatically looks for Bluetooth devices, you may need to temporarily turn that feature off during the clock setup.&#xA0; Still not showing up? We&apos;ll be happy to help.&#xA0; Email us at <a data-fr-linked="true" href="mailto:support@byloftie.com">support@byloftie.com</a>. Please include your Loftie&apos;s serial number and the type of device you&apos;re using with the app.

Set Up: Scanning for Device

The Loftie app is scanning for all available WiFi networks in range. Please double-check the following if you are not seeing your network displayed:&#xA0;2.4 GHz Network: The Loftie Clock requires a 2.4 GHz network connection so the app will only pick up and display 2.4 GHz networks. Most home routers broadcast both 2.4 GHz and 5 GHz networks.&#xA0;In some cases, these networks might co-exist under the same name and the router automatically assign devices to channels. (This doesn&apos;t always work seamlessly and you may need to create a guest network.) Other times, the signals are separate and available as two separate networks. If you don&#x2019;t see the name of the network you normally connect to, check to see if there is another network picked up by Loftie that might be your 2.4 GHz network. &#xA0;Blocked Devices: We recommend checking your router&apos;s management systems in case your clock wasn&apos;t accidentally blocked by your router&apos;s settings, a roommate, or a spouse. Loftie&apos;s manufacturing ID may appear as &quot;espressif.&quot; Need more help?&#xA0;If you are unable to pinpoint why your network is not displayed, please contact us at <a data-fr-linked="true" href="mailto:support@byloftie.com,">support@byloftie.com,</a> and include: &#xA0;<ul style="list-style-type: circle;"><li>S/N on the bottom of your clock&#xA0;</li><li>make and model number of your router&#xA0;</li></ul>

Set Up: Missing WiFi Network

Networks that require a secondary login, such as at a university, apartment complex, or hotel are called community WiFi networks. In order to connect a Loftie product to a community network, you will need to add your clock to a whitelist.&#xA0;That sounds complicated but it&apos;s actually super easy. Here&apos;s what to do:&#xA0;1. Email us at <a href="mailto:support@byloftie.com">support@byloftie.com</a> with the S/N on the bottom of your device.&#xA0;2. We&apos;ll reply (generally in 2-12 hours during weekdays) with the MAC address for your device.&#xA0;3. Send the MAC address to the person in charge of the WiFi network and have them whitelist the MAC address.&#xA0;4. During the set-up process, select your network and then leave the password box empty and continue with the set-up flow in the app.&#xA0;

Set Up: Community WiFi

Getting a WiFi connection failed message can be incredibly frustrating. The majority of the time that message is displayed is due to an incorrect network password.&#xA0; <div data-block="true" data-editor="bt6hu" data-offset-key="b9j83-0-0" id="isPasted" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(27, 28, 29); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><div data-offset-key="b9j83-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; position: relative; white-space: pre-wrap; direction: ltr; text-align: left;">It can be so easy to mistype the password without even realizing it. We do recommend typing your password out in the Notes or other application and then copy and pasting it into the password field in the Loftie app. Please also confirm that you are using the correct password by reconnecting your phone or laptop to the WiFi network.&#xA0;</div></div><div data-block="true" data-editor="bt6hu" data-offset-key="9q90j-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(27, 28, 29); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><div data-offset-key="9q90j-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; position: relative; white-space: pre-wrap; direction: ltr; text-align: left;"> </div></div><div data-block="true" data-editor="bt6hu" data-offset-key="7731n-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(27, 28, 29); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">If you&apos;ve double-triple-checked the password and you&apos;re still getting that &quot;WiFi-Connection failed&quot; message, we recommend checking your router&apos;s management systems for any blocked devices. (Loftie may be listed as &quot;espressif&quot;)&#xA0;If you&apos;re still having issues we recommend checking out our more detailed network connection page&#xA0;<a href="https://support.byloftie.com/en-US/set-up-network-connection-&amp;-troubleshooting-205286" rel="noopener noreferrer" target="_blank">here</a>.&#xA0; </div>

Set Up: WiFi Connection Failed

If you are experiencing difficulty setting up or using your Loftie Clock it is highly likely due to your home internet setup&#x2014;the good news is that we can often resolve it with just a few tweaks.&#xA0;How to tell if you&apos;re having a network-related issue Network-related issues aren&apos;t always obvious. Oftentimes, you are able to connect your clock to your router and see a Success message on both the clock and in the Loftie App. This is because a successful connection to the router does not actually mean your clock is able to reach the internet in order to transmit and receive data. Typically, we see network and router-related issues due to router settings that make the clock to internet connection difficult. These issues don&apos;t always appear right away when using the clock so just because you didn&apos;t see it at first setup doesn&apos;t mean it might not be router-related.&#xA0;We most commonly see this indicated by:&#xA0;<ul style="list-style-type: circle;"><li>Stuck on Updating Content for a long time (over 3 hours) and it is not resolved by a restart&#xA0;</li><li>Consistent &quot;Check Connection&quot; message when attempting to retrieve a code in the clock&apos;s settings&#xA0;</li><li>&quot;Sync failure&quot; messages in the Loftie App</li><li id="isPasted">Frequent need to re-connect the clock to your WiFi network</li><li>If you&apos;re getting a connection failure message or are stuck scanning for your device/network, it is most likely not related to the content in this article. Please refer to those pages for additional assistance.&#xA0;</li></ul> Troubleshooting Suggestions&#xA0;Please review the below recommendations related to router and network issues. We have designed Loftie to work with as many router models as possible and it is a rare case we cannot find a way to connect to a network. &#xA0;Note that some of these suggestions involve changes to your home network and router settings. Please ensure you&apos;re comfortable with those settings before making any changes, or reach out to your internet service provider or router manufacturer for additional assistance.&#xA0;Check blocked devices: Please check your router&apos;s management systems for any blocked devices. Loftie may appear as &quot;espressif&quot; and may have been blocked accidentally by a roommate, spouse, friend, parent, or pet.&#xA0;Check bandwidth frequency: Confirm that your router is broadcasting an available 2.4 GHz frequency. Loftie is unable to connect to a 5 GHz frequency.&#xA0;Confirm network speed and availability: If you get really slow or have no coverage in your home on your laptop or other devices, it is likely that Loftie is also going to have difficulty communicating with your network in that same location. Please try connecting Loftie closer to the router.&#xA0;Dual-band routers: Loftie can experience an unstable connection when connected to dual-band routers. We recommend setting up a distinct 2.4 GHz only network and connecting Loftie directly to that network. You can do this on most routers, and it is often called a &quot;Guest Network&quot;. If you are unable to find this option in your router settings please try reaching out to the manufacturer. (You can also often find instructions by Googling &quot;ROUTER MAKE/MODEL guest network.&quot;&#xA0;<ul style="list-style-type: circle;"><li>Please note if you have already connected your clock to a dual-band router and then establish a new 2.4 GHz distinct network you will need to reconnect to that network. You can do so by following the <a href="https://support.byloftie.com/en-US/205358-3823a60e1e2c46c59c538c87c2904749" rel="noopener noreferrer" target="_blank">instructions to restore your Loftie here.</a>&#xA0;</li><li>You can usually find the make and model number of your router on a sticker directly on your router, either on the side or bottom.&#xA0;</li><li>Many newer model routers are set up to be dual-band by default, this includes: &#xA0;<ul><li>Eero Routers and Mesh System&#xA0;</li><li>Verizon Fios provided routers&#xA0;</li><li>Spectrum Wave models&#xA0;</li><li>Most Netgear Nighthawk models&#xA0;</li><li>Google Nest Mesh Router</li></ul></li></ul>Review your security settings: While Loftie is compatible with most security protocol settings, we do strongly recommend using WPA2 for the most secure connection and broadcast compatibility. We have found that certain routers will sometimes only work with Loftie on a WPA2 setting, including:&#xA0;<ul style="list-style-type: circle;"><li>Technicolor routers&#xA0;</li><li>Xfinity Gateway, Arris&#xA0;</li></ul>Community Network: If you are trying to connect to a community network, such as at a hotel, college campus, or apartment complex you will need to receive your MAC address from our team. <a href="https://support.byloftie.com/en-US/set-up-community-wifi-36299" rel="noopener noreferrer" target="_blank">Read more here</a>.&#xA0; A Little ContextMost modern modems and routers broadcast WiFi networks on both 2.4 and 5 GHz wavelengths through two common approaches:&#xA0;<ol><li>Some routers broadcast two separate networks and you can select which wavelength network to connect your device to.&#xA0;</li><li>Other routers are &quot;dual-band&quot; and broadcast one network and then automatically assign the device to either the 2.4 or 5 GHz wavelength.&#xA0;</li><li>A third, rarer, instance is that a router only broadcasts a 5 GHz wavelength. Loftie is incompatible and unable to connect to this type of router.&#xA0;</li></ol>Please note that the majority of issues related to home network and router setup are unrelated to your network speed. The <a href="https://www.nytimes.com/wirecutter/blog/smart-home-devices-wont-work-how-to-fix/" rel="noopener noreferrer" target="_blank">NYT Wirecutter has a great article</a> if you&apos;re looking to learn more about common network issues related to smart-home devices such as Loftie.&#xA0;Need more help?&#xA0;While we won&apos;t promise that we can fix anything, Loftie is compatible with most routers and it is rare that your clock won&apos;t work at all with your current home network setup. We&apos;re happy to help you find instructions for the above recommendations for your specific router or assist in diagnosing which is the most applicable suggestion; however, Loftie&apos;s support team are not IT router experts (we&apos;re Loftie experts!) so we appreciate your patience.&#xA0;Please email us at <a href="mailto:support@byloftie.com">support@byloftie.com</a> with the following information:&#xA0;<ul style="list-style-type: circle;"><li>S/N on the bottom of your clock&#xA0;</li><li>Home internet service provider&#xA0;</li><li>Router make and model number&#xA0;</li><li>What you are currently experiencing on your clock and what you have tried so far&#xA0;</li></ul>

Set Up: Network Connection & Troubleshooting

The Loftie App and the Loftie Clock communicate through the cloud. When you receive a message that an edit you made in the app didn&apos;t sync it means there is likely an issue with the clock&apos;s connection to your local WiFi network, and therefore to the cloud.&#xA0;We realize that error messages are frustrating, but we do intend them to keep you from thinking an alarm is set when it might not be. Please note that while we understand it may be inconvenient, everything you can do through the app you can do on the clock. You can find guides on how to navigate the clock <a href="https://support.byloftie.com/en-US/lofite101-34914" rel="noopener noreferrer" target="_blank">here</a>.&#xA0;Review the following suggestions if you are consistently receiving a failed sync message:&#xA0;Check your app version: Make sure you have the latest version of the app. We&apos;re always making improvements to increase syncing reliability and speed, so it&apos;s best to stay up to date. The easiest way to do this is to delete the app from your phone and re-download it from the Android or Apple stores. We do recommend turning on auto-update for the app.&#xA0;Confirm your clock is online: If your clock is not online, it won&apos;t be able to receive the edits you make in the app. One way to tell if your clock is not connected to your local network is if you see a &quot;no WiFi&quot; symbol in the top right corner of the main clock screen. If so, please confirm your network is available and use the clock&apos;s buttons to select &quot;Forget WiFi&quot; from the clock&apos;s SETTINGS menu and use the app to reconnect. It is also possible if you&apos;re experiencing a network-related issue that is blocking the clock from fully accessing the internet. We recommend checking out <a href="https://support.byloftie.com/en-US/set-up-network-connection-&amp;-troubleshooting-205286" rel="noopener noreferrer" target="_blank">this page</a> if this is a frequent occurrence.&#xA0; Still not syncing?&#xA0;If you still experience syncing issues after trying the above steps, email us at <a href="mailto:support@byloftie.com">support@byloftie.com</a> and include the following information:&#xA0;<ul style="list-style-type: circle;"><li>S/N on the bottom of your device&#xA0;</li><li>Email associated with your Loftie account&#xA0;</li><li>Name of your router&apos;s model</li><li>Name of your router&apos;s manufacturer</li><li>Name of your Internet Service Provider</li></ul>

App: Failed Sync message

First, if you&apos;ve landed on this page, then we want to pre-apologize for any problems you may be having with the Loftie Clock&apos;s alarms. We designed the alarms to help you get better sleep and we want to ensure we&apos;re delivering on that goal.&#xA0;Please review the following to ensure that everything is working correctly with your alarms:Check the alarm schedule:&#xA0;<ul style="list-style-type: circle;"><li>In the app, a set alarm has a peach toggle set to the right in the main alarms list and a filled-in peach dot for the ON days of the week schedule.&#xA0;</li><li>On the clock, a set alarm has a checked box to the left of the time in the alarms list and for the ON days of the week.&#xA0;</li><li>By default, all alarms are scheduled for every day of the week.&#xA0;</li><li>You can always see the next scheduled alarm in the bottom right corner of the main screen on both the app and the clock.&#xA0;</li></ul>Check the alarm settings:&#xA0;<ul style="list-style-type: circle;"><li>Confirm your alarm volume is at a high enough level to wake you up in the morning. You can check the alarm-specific volume under Alarms -&gt; Settings directly on the clock or Mornings -&gt; Settings on the app.&#xA0;</li><li>Try a different wake-up or get-up tone, it is possible the default tone is not what wakes you up best. You can find available options under Alarms -&gt; Settings directly on the clock or Mornings -&gt; Settings on the app.</li></ul>Check your clock is properly receiving power: If your clock is off when you wake up, it is likely not receiving power. Please double-check all the connections and review our full power guide <a href="https://support.byloftie.com/en-US/power-&amp;-battery-34926" rel="noopener noreferrer" target="_blank">here</a>.&#xA0; Need more help?&#xA0;If you&apos;re still experiencing issues with your alarm, please contact us at <a href="mailto:support@byloftie.com">support@byloftie.com</a> and include the following information:&#xA0;<ul style="list-style-type: circle;"><li>S/N on the bottom of your clock&#xA0;</li><li>What alarm failed and when? (as much detail as possible here is helpful!)</li><li>What did you see on the clock when you woke up?&#xA0;</li><li>If you set a test alarm for a few minutes in the future, does it go off properly?&#xA0;</li></ul>

Alarms

Sometimes we all need a little extra time to wake up, but we get it&#x2014;it&apos;s not ideal when it&apos;s your alarm clock.&#xA0;The Loftie: Waking Up screen indicates that your clock is searching for and attempting to connect to the last known WiFi network.&#xA0;If you&apos;re seeing your clock stuck on this screen for a longer period of time than normal (10-20 seconds) it is likely that the last known network it was connected to (probably your home network) is not currently available. We recommend double-checking that your network is online and available to connect.&#xA0;Changes to your network?&#xA0;Need to get Loftie to forget your network and reconnect, but stuck seeing the waking up message? Hold down the LEFT arrow when you see the Loftie: Waking Up screen to skip to the main clock without connecting. Then select Forget WiFi from the Settings menu and use the app to reconnect your clock to the currently available network.&#xA0; Need more help? Email us at <a href="mailto:support@byloftie.com">support@byloftie.com</a> with the following information:&#xA0;<ul style="list-style-type: circle;"><li>S/N on the bottom of your device</li><li>If this is your first time setting up Loftie or if you&apos;re a seasoned pro.&#xA0;</li><li>What you have tried so far&#xA0;</li></ul>

Use: Stuck Waking Up

Seeing the wrong time on your clock? Depending on exactly how wrong it is, we&apos;ve got a few suggestions.&#xA0;Hour is wrong, but minutes are correct: The Loftie Clock primarily draws the timezone from the location of your IP address. In some rare cases, we may not have the specific name of the time zone and so you may see an incorrect hour. However, we do have a manual time zone option and should have a matching time zone available. If you&apos;ve moved locations and not updated your network connection, you can also use this to change your current time zone if no network is available. You can find this under Settings -&gt; Set Time Zone.&#xA0;Time is just off by a few minutes: While the clock collects the time zone from your IP address location through your network connection, it also has a backup time-keeping device called an RTC (real-time clock) chip. If your network is not available, this is what keeps Loftie on time, even after a restart. While the chip is very accurate, if the clock has not had a network connection in a long time it may drift by a minute or two. In this case, we do recommend reconnecting your clock to WiFi to re-establish the most accurate timekeeping. You can do this by selecting Forget WiFi in the Settings menu on the clock and using the app to reconnect.&#xA0;Hour and minutes are completely off: If the time is completely off, it is likely that the clock has never been properly connected online and has not been able to identify the correct time. If you saw a Succes message during the Set Up, but the clock booted up to the incorrect time it is likely there is a network connection issue. We have additional details and troubleshooting steps <a href="https://support.byloftie.com/en-US/set-up-network-connection-&amp;-troubleshooting-205286" rel="noopener noreferrer" target="_blank">here</a>.&#xA0; Still not seeing the right time?&#xA0;Contact us at <a href="mailto:support@byloftie.com">support@byloftie.com</a> and include the following:<ul style="list-style-type: circle;"><li>The serial number on the bottom of your Loftie&#xA0;</li><li>The make and model number of your router&#xA0;</li><li>What time you are seeing and if this is a new or reoccurring issue&#xA0;</li></ul>

Use: Wrong Time

We understand how important it is for the sounds on Loftie to function properly. Please use the following guide if you&apos;re experiencing any issues with the sounds on your clock.&#xA0;Check the volume: Confirm that the volume is up for both the main volume control and for your alarm volume. You can find the general volume under Settings and the alarm volume under Alarms -&gt; Settings on the clock.&#xA0;Seeing a &quot;!&quot;: If you see an exclamation point next to any audio tracks on your Loftie Clock, don&apos;t worry. Your Loftie is background downloading and it is a normal part of the update process. Your Loftie is updating, reformatting, or redownloading these files and may need up to a few hours before finishing, depending on the file size and the WiFi speed.Please leave your Loftie plugged in and connected to a 2.4ghz WiFi signal during updates. Also, playing other audio files will pause background downloading. It will resume again once audio is no longer playing. Learn more <a href="https://support.byloftie.com/en-US/what-does-a-%22%22-mean-next-to-audio-tracks-254322">here</a>.Need more help?&#xA0;If you still have no luck after trying the steps listed above, please contact us at <a href="mailto:support@byloftie.com">support@byloftie.com</a> and include:<ul style="list-style-type: circle;"><li>The serial number on the bottom of your device</li><li>Details of what you are experiencing&#xA0;<ul><li>What issue with sounds are you having and when does it occur&#xA0;</li><li>What you have tried so far&#xA0;</li><li>A video of the sound issue if possible&#xA0;</li></ul></li></ul>

Use: Sounds

Traveling with your Loftie? That&apos;s great, we love it!&#xA0;A few tips and tricks to make sure your journey is smooth:&#xA0;<ul style="list-style-type: circle;"><li>Before you leave, make sure your Loftie is on software 1.1.2 or later. <a href="https://support.byloftie.com/en-US/updates-34919">Learn more here&#xA0;</a>about updates and how to check your software.</li><li>Your Loftie will try to reconnect to the last known network by default. If it does not detect the network, it will ask if you&apos;d like to reconnect or continue offline. Choose &quot;continue offline&quot; if you are not able to connect it to a local 2.4ghz WiFi network.&#xA0;</li><li>We do recommend keeping your clock connected to WiFi for the most stable function. As a reminder, Loftie cannot connect to community networks that are commonly available at hotels without whitelisting the MAC address and most hotels just won&apos;t do that for a one-night or weekend stay.&#xA0;<ul><li>To use without WiFi, please hold down the LEFT arrow button when you see the Loftie: Waking Up screen during the start up process.&#xA0;</li></ul></li><li>If your phone is able to broadcast a 2.4ghz WiFi hotspot, you can connect your Loftie to it to continue to access online features.&#xA0;</li></ul>

Traveling with Loftie

If you see a cloud icon on your clock, it means there is a new software update available for the clock to download.&#xA0;You can choose to update your clock at your convenience, but we recommend keeping Loftie up to date. We also recommend picking a time when you don&apos;t plan to use your Loftie for a few hours before starting the update.During an update, please keep Loftie connected to power and a 2.4ghz WiFi connection.&#xA0;Here&apos;s how to start an update:<div data-block="true" data-editor="78ekf" data-offset-key="199vd-0-0" id="isPasted" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(27, 28, 29); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><div data-offset-key="199vd-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; position: relative; white-space: pre-wrap; direction: ltr; text-align: left;">1. Make sure your clock is plugged in (if you see a battery icon on the screen, it is not plugged in properly)</div></div><div data-block="true" data-editor="78ekf" data-offset-key="9mm9f-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(27, 28, 29); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><div data-offset-key="9mm9f-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; position: relative; white-space: pre-wrap; direction: ltr; text-align: left;">2. Use the buttons on the top of the clock to go to the SETTINGS menu</div></div><div data-block="true" data-editor="78ekf" data-offset-key="car1q-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(27, 28, 29); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><div data-offset-key="car1q-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; position: relative; white-space: pre-wrap; direction: ltr; text-align: left;">3. Scroll down to &quot;restart&quot; (if the clock is not plugged in, this will say &quot;power off&quot;)</div></div><div data-block="true" data-editor="78ekf" data-offset-key="e6gj5-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(27, 28, 29); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><div data-offset-key="e6gj5-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; position: relative; white-space: pre-wrap; direction: ltr; text-align: left;">4. After restarting, wait for the clock to reboot. You&apos;ll be asked if you&apos;d like to update. Choose &quot;yes&quot;&#xA0;</div></div><div data-block="true" data-editor="78ekf" data-offset-key="3354g-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(27, 28, 29); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><div data-offset-key="3354g-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; position: relative; white-space: pre-wrap; direction: ltr; text-align: left;">5. Wait for update to finish. Please do not restart or interrupt the power or WiFi signal during an update. The clock might reboot a few times as part of the process</div> Note: If you see a &quot;!&quot; next to your favorite audio files after an update, that&apos;s normal. It means those files are being reformatted or re-downloaded to improve performance and sound quality. This won&apos;t happen often, but when it does, those tracks should be back in a few hours at most. If you wait more than 24 hours and are still not seeing them appear, please contact us at <a href="mailto:support@byloftie.com">support@byloftie.com</a> and we&apos;ll happily help get everything working again.&#xA0;</div>

What does a cloud icon mean?

<span id="isPasted" style="color: rgb(36, 36, 43); font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: 0.42px; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">As you might have noticed, with our most recent Firmware update (v 3_1.1.5), some audio tracks have an exclamation point &quot;!&quot; next to them. This update has brought some technical changes to how audio files are stored in the clock&apos;s memory. This will bring numerous improvements to Loftie&apos;s performance across the board, but the process involves re-downloading the clock&apos;s MP3 files.<br style="box-sizing: border-box; touch-action: pan-x pan-y; color: rgb(36, 36, 43); font-family: &quot;Lausanne Regular&quot;; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: 0.42px; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="box-sizing: border-box; touch-action: pan-x pan-y; color: rgb(36, 36, 43); font-family: &quot;Lausanne Regular&quot;; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: 0.42px; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="color: rgb(36, 36, 43); font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: 0.42px; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Please allow your clock a little time to finish downloading all of the data. Depending on the WiFi speed, this might take several hours. However, because of Loftie&apos;s new background downloading feature, you will still be able to use most of the other functions on your clock, as well as any audio tracks that have finished downloading. Bluetooth playback will also be unavailable until the download process is finished.<br style="box-sizing: border-box; touch-action: pan-x pan-y; color: rgb(36, 36, 43); font-family: &quot;Lausanne Regular&quot;; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: 0.42px; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="box-sizing: border-box; touch-action: pan-x pan-y; color: rgb(36, 36, 43); font-family: &quot;Lausanne Regular&quot;; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: 0.42px; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="color: rgb(36, 36, 43); font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: 0.42px; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">All the alarms and the basic Brown Noise track are already downloaded and available to use right away. As other tracks download, the &quot;!&quot; will disappear and you&apos;ll be able to listen.<br style="box-sizing: border-box; touch-action: pan-x pan-y; color: rgb(36, 36, 43); font-family: &quot;Lausanne Regular&quot;; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: 0.42px; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="box-sizing: border-box; touch-action: pan-x pan-y; color: rgb(36, 36, 43); font-family: &quot;Lausanne Regular&quot;; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: 0.42px; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="color: rgb(36, 36, 43); font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: 0.42px; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">If your clock has not finished downloading all of the content in the next 24 hours, please write us at <a href="mailto:support@byloftie.com">support@byloftie.com</a> and we&apos;d be more than happy to help get everything wo<span style="color: rgb(36, 36, 43); font-family: Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: 0.42px; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">rking properly.

What Does A "!" Mean Next To Audio Tracks?

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