Does not connect to app

Bought this last Monday. Charged it like the manual says. Went in my iPad Air wifi and connected to the sandisk drive wifi and got a check mark, meaning I am connected. Went to the sandisk app, at the bottom it says not connected. I call the help desk and did everything they said and still not connected. He told me to go to the retailer and exchange it. I do that yesterday. Today with the new one, same problem. Anyone have an idea?

Make sure the WMD is not connected to a computer. The controller can only access the memory WiFi or MSC (connected to the computer) but not both at the same time. also check the privacy settings of the iPad and make sure you ahve allowed access to photo roll. 

Also if you can post some screen shots of the wifi settings and the WMD app that would be helpful.