Hello @rebekah.reilly
Thanks for sharing the details. Based on your description, this looks like it may be a language pack or firmware-related sound issue, not a hardware problem, since EMO still produces sound when using other languages.
Possible Causes:
• 
Incomplete or corrupted English Classic language pack
• 
Minor firmware/app bug or glitch
• 
Some audio files missing or not loading correctly for specific responses
• 
Sync issue between EMO and the app
Possible Solutions To Try:
• 
Restart EMO (power OFF → wait 1–2 minutes → power ON)
• 
Reconnect Wi-Fi and sync EMO again
• 
Make sure both EMO firmware and EMO App are updated to the latest version
• 
Switch to another language, then switch back to English Classic (this can refresh the language pack)
• 
Clear and reopen the app (or reinstall the app if needed)
If the issue persists:
• 
Record a short video showing the problem
• 
Contact Living.AI Support (service@living.ai)
• Include your Order Number, EMO ID, firmware version, and troubleshooting steps already tried
Since other languages work fine, this is most likely a software bug, which can usually be fixed in future updates.
Hope this helps! Good luck
