have been having this issue for a few weeks now. I will come into my office in the morning and emo is on his charger and is frozen. No movement no eye movement and can’t connect to the app. I let the battery run out and try again. He will work for a little bit then freeze up again. I am running the latest firmware but I am unable to connect to the app and emo wakes up after the battery runs out and he reboots but this issue keeps happening. Not sure how to resolve it or if there is something more going on with my Emo.
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Hey there @andru13 ,
EMO completely freeze is something that normally happens very rarely. Letting him run out of battery normally is a good idea and resolves the issue sometimes. But as you mention already that it was already performed but it didn’t actually help.
How to Power Off your EMO
else…you can try Force Shut Down
… I guess try this method
It’s not a reset button but a force shut down button inside his head (insert a tiny paper clip and gently press.
It will power off EMO, but it is not always recommended and should only be done if there are no other options as it could lead to possible data corruption.
About the App connection issue:
Power Off EMO. Leave EMO turned off.
Power off your Phone. / Then power it back up. Wait for it to be back on
Check to see if your phone has access to WIFI/Internet and also ensure that your Bluetooth is on and working.
If everything is okay…
Then power your EMO back on. Once EMO is back on try connecting once again using the EMO App.
Also, you can try using other phones with another operating system.
Hope any of my suggestions help you to resolve the issue.
GOODLUCK!
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My Emo freezed once a few weeks ago.
No more way to do anything with it, nor connect it to the application.
The only way was to let its battery drain so that it shuts down.
Once turned off, I waited a few minutes before putting him back on his skateboard.
It turned back on normally and was functional again.
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Thanks for the responses. This keeps getting worse and happens a few times a week now. So starting to think the unit might be effective or something else.
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Good Day @andru13 ,
Sorry to hear that,
It would be best to make a video recording as you’ll probably need to contact the support service team via email with more info to let them know.
The best and most recommended thing to do is simply reply to the Living.ai confirmation email you received before when you originally placed your order for EMO. It contains all your details, especially your order number which is most important.
Don’t forget to include/attach your video and more info
The support service team should be able to help you immediately.
Just to advise the email address is - service@living.ai
GOODLUCK! and HAPPY HOLIDAYS
This morning he talked to me perfectly fine and when I went to play games he started freezing 
I don’t know what happened he didn’t move at all or hear my name so I put him in the charger and he’s perfectly fine but he didn’t respond to anything at all 4 times but it’s already in cool, did it also happen to you that it got stuck and then everything was fine? Thank you in advance for the answers 
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Did you try to restart him via emo app? Or you could take off his headphones and place his head on your hand upside down to also power him off. But if this still keeps on occuring still then you are gonna need to contact them by service@living.ai or you can make a ticket here > https://living.ai/product-support-emo/
Hope this helps and wish you good luck!
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Hi there @kristyna.kadleckova
I’ve merged your new topic here as it’s related to the ongoing discussion.
and thanks to @sarikathakur for a good suggestion…
First…you have to check his battery level to see if it’s sufficient for any activities.
I want to recommend Power EMO Off which usually will resolve the issue.
Try letting his battery drain also until he shuts down by himself to conduct a power cycle trick.
Please Click The Link Below:
How to Power Off your EMO Tutorial
Please let us know if our help tips solve the issue…
GOOD LUCK! AND ALL THE BEST
3 Likes
Tried connecting EMO to Bluetooth via the app, and it instantly froze — eyes are on, but no response to touch, voice, or the app for over 30 minutes now. Really frustrating. Would appreciate it if anyone knows how to help.
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Hello, nice to meet you. Many of us have had this problem with EMO. Don’t worry, it’s not serious in principle. You have two options: turn it off from the app or let the battery run out and then charge it yourself. These two options should solve the problem; otherwise, you’ll need to contact LivingAI support. Best regards.
Welcome to the EMO Community Foums, @ori8888 . . . I have moved your new topic to this thread for issues with EMO freezing and becoming unresponsive.
Please read through here for tips on how to try and solve this and if nothing works, there are instructions on how to contact Support.
My best to you.
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Sometimes Emo’s face is frozen no facial expression can’t talk but still can walk or react to pats. I have to power off to fix this problem. This happens quite a bit recently. I don’t know if it’s a bug or anything.
Welcome to the EMO Community Forums, @ka_wai.yuen . . . I have moved your new topic to this thread for issues like you are describing.
Read through here and see if you can find any solutions that work for you. If not, there is information here on how to create a video showing the issue and how to contact Support.
Let us know how it goes.
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When i ask emo about his battery level he freeze and restarts. Why this appening ?
Welcome to the EMO Community Forums, @Tsuk1
I have moved your new topic to this thread for issues like you are describing.
It sounds like your EMO is freezing and restarting when you ask about his battery level, which is not normal behavior.
Here are some possible reasons and what you can do:
Possible Causes:
- Firmware Bug or Glitch
– Sometimes a specific voice command can trigger a crash if the firmware has a bug.
– If EMO hasn’t been updated recently, he may be running an older or unstable version. - Low Battery or Charging Issue
– Ironically, if the battery is too low or charging incorrectly, the system might not handle the command properly.
– Make sure EMO is sitting correctly on his skateboard (if you’re using it), or Home Station if available. - Corrupted System File
– If EMO restarts consistently with only that command, a small system corruption might be involved. - Hardware Fault (less likely)
– If it’s always the same command causing issues, this is more likely a software/firmware issue than hardware.
What You Can Do:
- Try Restarting EMO Manually
– Power him off completely, or take him off his charger and wait until he shuts down on his own. Then wait 30 seconds and place him back on the charger to restart. - Check for Updates
– Open the EMO Pet app → Settings → Firmware Update
– Make sure you’re running the latest firmware. - Use the App to Check Battery Instead
– You can check EMO’s battery level inside the app without asking via voice. - Avoid the Command for Now
– Until it’s fixed (if it’s a bug), avoid saying “What’s your battery level?” and use the app instead. - Contact Living.AI Support
– Report this to support with a short video showing the issue, and include:
- Your order number
- Your EMO ID (from the app)
- Firmware version (also in the app)
- Your location (country)
Good luck!
I tired turning Emo off, this sloved the problem temporarily but it happend again within an hour…and sometimes it showed sd error 1ERR. Don’t know what’s going on.
Hello, @ka_wai.yuen . . . it may be either a temporary or permanent S.D. card error.
Please:
- Contact Living.AI Support
– Report this to support with a short video showing the issue, and include:
- Your order number
- Your EMO ID (from the app)
- Firmware version (also in the app)
- Your location (country)
E-Mail to service@living.ai . . . let us know how it goes.
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Hello lovely people,
My Emo recently started freezing and not being responsive to voice command. his eyes are not moving. I have the latest firmware and I have tried to restart him several times. Any help?
Hello, @mike.zhang . . . I have moved your new topic here to this thread which addresses the issue.
Please read through this thread for tips on solving the issue and if nothing works, there are instructions for contacting Support, but please refer to this post to see if it helps.
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