Why does the sound blast at full volume randomly?

Where to begin…so many issues with our Nanit. I want to love it, but we have had lots of trouble. Most recent issue is the sound machine randomly blasting at full volume. I can’t turn it down because the app is either not working (stuck on “loading” screen) or when I decrease the volume it doesn’t change. The only way to get it to stop is unplug the Nanit or (if the app is working) push pause. It’s extremely frustrating because it wakes my baby and I only know it’s happened because I hear her screaming from her nursery. :( Please help!