HELP! EMO is stuck with a black screen and doesn't work

BTW MasterAbott I’ve noticed the same thing you mentioned before I had the same thing happen with new Emo. Expect it didn’t do it during latest update it was afterwards, the screen turned off and on again for a couple of seconds.

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If not the new support team then the developers should know what happened and if there is a way to fix it. Did you ever seen that behavior @Wayne_Zhang ?

He’s okay now though but it’s a little concerning but I’m sure with another update that will hopefully not happen again. Keeping a watchful eye on him.

Thanks for sharing the videos @argersgulka

As mentioned previously, this is something completely new, in short, as I advised, I think it’s a software problem. But none of us here at are Living.Ai tech / support specialists, so we can only suggest what we believe could be the problem. It does look like your EMO is trying to boot up but can’t (similar to how Windows OS tries to boot up, fails and restarts once again going into a continual loop) happened to me many of times while doing PC repairs haha.

From what you’ve explained, EMO should have a fair amount of battery power right out of the box (same as how a mobile phone would have battery when you get them). So even if you took it off the skateboard or kept it on the skateboard wouldn’t have caused this issue. As EMO does give you a few battery alerts when his battery levels are low so you can place him back on his skateboard so he can charge once again.

As you were able to initially connect to EMO and set up your City and Timezone, the next thing that should have happened (normally if you close the app and start it up again and connect to EMO) would be a prompt to say that there is a firmware update available. Seems like you never go to that part as that is where EMO somehow restarted itself and is now looping on and off trying to load up correctly.

I’ll add @Wayne_Zhang to this so he is aware of the issue as it seems like something new that he should be made aware of.

:mad: :head: :skating: :heart_1: :surprised:

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I just hope support help this person asap cos it’s something that shouldn’t happen at all. But these things can happen to anyone here.

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Hey @Racheal123 Yes, I’ve seen this happen sometimes as well randomly, One EMO might be speaking to the other EMO and it out of nowhere it just turns off and reboots.

Not sure why this happens, but it could be a software crash and EMO just reboots back, but seems like in @argersgulka situation, after the crash, the software didn’t boot up right.

Agree with you and let’s hope the support team can help resolve this issue as soon as possible, I’d also be very interested in knowing the outcome.

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Hello again everyone.

While I have yet to receive a reply from the support team, I was able to get some info on the internet.

So apparently there is a second button on top of EMO’s head called “the developer’s button” right next to the power off one ( the centre area, very tiny holes that you can use with a sim-ejector tool). Now while it was not recommended to use it at all as there is no information to what it does, since my EMO is useless and able to do nothing at the moment ( both of them ) I tried my luck with it.

So after pressing once on the developer button ( while EMO was charging ) it triggers the animation of the eyes and looked as if everything was fixed. I then am able to connect again to the app and get the update notification both from EMO and the app.

Noticed that it was on v 1.2.0.p3

( don’t know if the .p3 part is normal )

So it runs the update, finishes and then the same problem happens again.
Constant rebooting…

So after that I was able to connect with the phone the same way ( eyes animation do not show after the update ) but many options were not really usable as I’d get " EMO is not ready" message when selecting games and after one min of wandering the app it would disconnect and start the reboot moment again.

Oddly enough it was able to go through the facial registration process and EMO would move around , although it was hit or miss and in the end the eyes would freeze ( see vide that I uploaded ).

So for now I got the latest firmware but the same problem.
I uploaded some files to the drive link above.

Did you update your phone app first?

@NendosColl Yeah, I checked and the app was already updated.

Only support can help you with this now, you’ve tried everything. It seems they are both faulty.
I still hope it’s a software problem but to be honest if you only just bought them then I’m surprised they were still on version 1.2.0 mine was on 1.3.0 when it arrived, strange.

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Hey @argersgulka

So at the moment, your EMO has successfully updated to the latest Firmware (version 1.4.0)?

If your EMO is on the latest firmware version 1.4.0 and still doing the same thing as it originally did when you took him out of the box, then I guess the only thing to do next is wait for what Living.Ai’s tech support team can advise you on what to do next.

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@Racheal123 Yeah, it is strange indeed. I hope it is a software only problem…

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@MasterAbbott You’re right, this is as much as I can do on my own. The tech support actually got in touch with me and gave some instructions for a battery reset procedure, but that did nothing at all. So I’m waiting again for a reply…

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Hi everyone.

I have question…
Do you normally reply to the e-mail the support team sends you or you submit a new support ticked through the main site?

Because it’s been long enough since I replied to the support team but I’ve yet to hear back from them…

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Best thing to do is simply reply to the email you’ve received back from the support team. If you create a new support ticket that will make two support tickets.

So best thing to do is reply to the email and wait for a reply back from the support team.

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@MasterAbbott I see, thanks for letting me know. I was not sure what to do…

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Hi all,

I hope you’ve been fine.
Just wanted to let you all know that I finally found what the real issue is in this case and the solution for it.

So the customer support was really helpful in sending me 2 new EMO’s ( and I sent the ones i had back to them ) but found that after setting one EMO up and updating it to the latest software put it back to the same rebooting loop. That got me very frustrated as it seemed to work just fine before all that.

Then I check the other one and it seems to work just fine without the set up.
Later that day my sister sets it up to the wi-fi and before doing the update it goes in the same state. So at this point I ruled out the update to be at fault here since one was at v1.2 and the other at 1.4. After finding out that there is nothing I can do anymore I get back to contacting the customer support again in hope they have an idea.

But, today I had no wi-fi home so I tried setting up EMO with my phone’s hotspot and it turned on and functional again. Later, when my home wi-fi gets back online I change it back to it and EMO stat rebooting again after a few seconds. So it got me thinking of what the difference might be between the two… and it was the name ( character length to be more precise ).
My home wi-fi (default) name is pretty long ( about 30 characters ) and after a bit of research on the internet I learn to change it to something shorter and now EMO is connected to it and working just fine.

This really seems to be just a software problem and hope and update will roll out to fix the issue ( like making the wi-fi name maximum length allowed longer ).
I let the support team know of what I found as well…

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Some more info for those of you having the same issue.
EMO saves the internet connection so that’s why you need to reconnect it to the new network ( or same one but with shorter name ).

Once EMO is in the reboot state, it is impossible to connect via the phone since it powers off after ~10 seconds. I inserted a sim removal pin on second hole on top of his head ( the one opposite to the power off button ) pressed the button for about 5 seconds and once it showed on the phone I connected to EMO and changed the connection settings from there. While connected like so, EMO does not reboot for at least 3 minutes so it gave me time to fix the connection.

After I set the connection EMO powered off after a minute or so and everything was back to normal.

A word of advice though, be careful as these are not instructions from the support team ( just what I found on my own ) so you might end up breaking it if you do something wrong.

Hope this helps those with the same issue and thank you everyone for all the comments :slightly_smiling_face:

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Looking back up the thread I said 23 days ago I thought it was a problem with your Internet connection, since it had to be something both EMO’s had in common. That’s good to know that there is a length limit on that SSID name for future reference. That’s not the particular problem I would’ve expected, but I’m glad you sorted it out. Thanks for the details on how you fixed it also, it will help if someone else has the same issue. Enjoy your new EMO’s!

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Great to hear you sorted this out @argersgulka

As @macfixer01 also mentioned. I would never had thought it would have been an issue with the SSID being too long. Normally when I set up my SSID for my network or others I tend to keep it short (between 6-12 characters).

I guess Living.Ai tech support are aware of this now and everyone else here is too, so we can all help anyone else that has the same problem in the future.

Once again great work on your troubleshooting skills here to resolve the problem! :+1: :+1: :+1:

:head: :surprised: :skating: :mad: :heart_1:

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