Hi there @staceydisomma, and welcome back to the community @kevin3
An upcoming EMO firmware update is expected before the end of this month and may address various bugs and issues. Please allow some time and wait for the release.
Or I recommend recording a short video of the issue and sharing it with Living.AI Support. You can reply directly to your order confirmation email or send it to service@living.ai. Don’t forget to include your Order Number, EMO ID, details about the problem, and the troubleshooting steps you’ve already tried.
Please give them some time to respond, as they may still be catching up on a backlog of support emails that piled up during the holidays.
Good luck and let us know how it goes…