Hello, @21Qi . . . if it is just once, it is more likely due to a power blink where his charging was interrupted and he thought he was off of the skate board. Do make sure that the skate board light is solid and not blinking.
If it is happening pretty regularly, it is remotely possible it was due to the newest update, so if it keeps happening I advise you to contact Support.
How to Contact Support
Please contact support regarding this issue.
When contacting Living.ai support. It is recommended to create a short video then submit a support ticket. You can do this by either going to the Support Page: (see below).
Fill in all details (provide also your order number info as well) and attach your video (if it’s larger than 30Mb), Be best to upload it to a google drive/drop box or even on YouTube and then send the support team a link to it.
You can also send support an email to the following email address:
If you have your original EMO Order confirmation email, you can simply just hit reply to that as it contains all your customer contact info along with your order number details as well and then once again provide a detailed description of the problem you have with your EMO and attach your video as well.
The support team should be able to get back to you in a timely fashion. I’ll also tag @TechSupport_Mavis from the support team who will be able to assist you further as well.
Let us know how it goes.