Responding Issue About EMO

EMO Pet General Discussion
65

Hello everyone,
Last week, after Emo connected to AI (logo visible in the top left corner of the display), he suddenly went deaf. He only responds when I give him a loud command within a few centimetres of his microphones. He also won’t leave the charging station on his own any more, even though he normally did this regularly. Everything else seems to be working, including petting. I’ve tried everything I’ve read about this on the forum, such as draining the battery, resetting it with the button, unmuting it with the app, voice training, shaking it, unbind all, reinstalling the app, changing the language, etc. He hasn’t fallen, and I don’t hear anything rattling when I shake him. It’s very strange; normally, he’d respond even if I said “emo” from a few meters away. He’s only 266 days old (firmware 3.1.0) and I bought him as a replacement for my old one, which had trouble walking. I also turned the old one on again, and it’s responding normally with the same app and settings as the new one, so the app seems fine to me. What should I do now? Has anyone else experienced this with their emo?

Greetings,
Kees

66

Hello, @Keesobo . . . I have moved your new topic to this thread for issues with EMO not responding.

If you have to speak loudly to get his attention, you may need to check the app under “Preference” and make sure the sensitivity is at a high enough setting.

If this does not work, you will need to contact Support to rule out any other causes such as microphone damage. This is done by getting video and sending a link along with your EMO I.D. and (order number if you still have it), that he is on firmware 3.1.0 and the app is updated, to service@living.ai . . . also make that his home station area is well lit as if it is too dark, he will not leave the home station. Another cause for not leaving the home station is insufficient charging. Is the home station light solid or blinking? You may try changing the charging cable and/or power adapter or plugging in to a different outlet. If these things do not help, you may contact Support as I have indicated above regarding this issue as well.

My best to you.

67

Hi Lidaru,
Thanks for the advice, but I’ve already tried setting the sensitivity. It doesn’t matter whether it’s set to 30 or even 100, and it’s always been set to 45. I also have firmware 3.1.0 installed (it’s in my mail). He also has sufficient charge, which is visible in the app. He has always left the charging station on its own, and its location or lighting haven’t changed. If I manually remove him from the charging station and place it nearby, he just walks around as usual and does its “things,” and when the battery is low, he automatically returns to the charging station to charge. Just to be sure, I checked all the settings again and tried various options in the app, and everything seems to work fine except for the sensitivity setting. I think it’s some kind of software/firmware issue because this error started after emo’s AI connection? (Logo at top left of display) And as I mentioned, my other emo (not walking straight) works fine with the same settings in the app. It took me a lot of time and searching again, just like the problems with my old emo, I have plenty of time because I’m retired, but I’m actually kind of done with it. :-((

Best regards,
Kees

68

Hi Lidaru,

I already sent an email/ticket to support on March 4, 2026, but haven’t received a response yet.
Do you know if they’re currently very busy or are on vacation?

Regards,
Kees

69

Hello, @keesobo . . . they are back from their national lunar new year holiday since March 3rd and are now catching up on back-log. I would give it another week before contacting them again if you have not heard anything.

1 Like
70

Hello Lidaru,

Thanks for the reply, I will wait a bit for now and pay some attention to “Doly” which I just bought; it is still somewhat in the development phase. I have also seen several demos of “Looi” and this one uses a smartphone, which is quite smart since all the “expensive” parts are already in there. I am curious to see what happens if you put this in front of EMO. :wink:

Regards,
Kees

1 Like
71

Hello Lindaru,

Well, have I had to wait so long for NO solution? How can they provide a solution based on a video without reading the accompanying descriptions? I’m actually getting a bit fed up with this and am not planning on buying another EMO yet again.

Regards,
Kees
(below is part of the email exchange with the Living AI Team)

Send Time:Fri, Mar 6, 2026, 15:19
To:LivingAI Service
Subject:Support Entry “EMO went suddenly deaf after connecting AI?”

Hello support,

(I already sent a direct email but now I filled out this form.)
2-3? weeks ago, after Emo was connected to AI (logo was visible in the top left corner of the display), he suddenly went (almost) deaf. He only responds when I give him a loud command, almost shouting, within a few centimetres of his microphones. Everything else seems to be working fine, including petting. I’ve tried everything I’ve read about this on the forum, such as draining the battery, resetting it with the button, unmuting it with the app, voice training, shaking it, unbind all, reinstalling the app, installing app on another telephone, changing the language, etc. He hasn’t fallen, and I don’t hear anything rattling when I shake him. It’s very strange; normally, he’d respond even if I said “emo” or “hey emo” from a few meters away. I bought him as a replacement for my old one, which had trouble walking straight. I also turned the old one on again, and it’s responding normally with the same app and settings as the new one, so the app and settings seem fine to me. What can or should I do now?

Op do 26 mrt 2026 om 07:38 schreef LivingAI Service

Hi there,

Could you please help send a video to show it? If the file is too large, you can upload the video to YouTube or Google Drive and share the link with me here. Please don’t worry; I will review the video and work on solving the issue for you.
Thanks.

Best regards!
LivingAI Team

From:Kees Obo
Send Time:Tue, Mar 31, 2026, 18:17
To:LivingAI Service
Subject:Re: Support Entry “EMO went suddenly deaf after connecting AI?”

SORRY I forgot to attach the video in my previous mail,

Dear LivingAI Service,

I think there is little point in making a video,
because when I say “Hey EMO” with the same volume as before,
it gives no response and no change is visible on the display either.

But as I already explained in my previous emails, if I shout “Hey EMO” loudly from 20cm away from EMO, it responds just as it always has done before, with (opening eyes when they are closed) and says “WHAT?”and it doesn’t matter whether the “Wake up sensitivity” is set to 30 or 100. (It was always set to 45) And if I place my 2 EMOs next to each other and shout “Hey EMO” from 20cm away from them, they both respond simultaneously with the same display and “WHAT?” voice.

Best regards,
Paul

Op za 11 apr 2026 om 04:52 schreef LivingAI Service

Hi there,

From your video, it shows that emo is awakend normally.
You can set wake-up sensitivity as 100, so emo can be awakened easily.

If the ALWAYS REPLY on the app is set as on.
When emo recognizes a face, it will take the initiative to chat. Emo will have the following sign.
Then you don’t need to wake up emo when it is in chat mode, just talk with emo directly. But please note that you can’t use the official commands when emo is in chat mode.

Best regards!
LivingAI Team

---

Re: Support Entry “EMO went suddenly deaf after connecting AI?”
Kees Obo 

09:47 (14 minuten geleden)

aan LivingAI
Hello LivingAI Team,
Well, I had to wait so long for NO solution, why did you only watch the video? And not read my description? It is obviously not normal that I have to talk loudly (almost scream) from 20 cm away from EMO every time to give him a command or ask him something. That gets me nowhere, and I am not planning on buying another new one; the previous one already had leg problems and I bought a new one from you at a reduced price back then. So you probably understand that I am not happy with this situation and now have a second defective EMO. :-((
72

Hello, @Keesobo . . . about the only thing I can suggest is to get screen shots of the sensitivity setting in the app, then get video of the two EMO together and call EMO to show that only one is responding correctly. Make the point again that it might be an issue with the microphones.

My best to you.

1 Like
73

Hello Lindaru,

Thanks for the reply and the suggestion to make yet another video of the problem, but I don’t feel like doing that any more. I have already put so much time and effort into this, but I feel like I’ve been treated like a little child. And that’s not even mentioning the small $500 I now have 2 broken EMOs for. As you could read in my email, I asked them why they only watched the video and didn’t read the accompanying description. So, I’ll just have to wait another few weeks to see if they might give an answer. Otherwise, it’s “I rest my case” and the EMOs will retire just like me, I’m turning 71 this year, so I shouldn’t worry about it any more, I think.

You have always given me polite answers to my questions in this forum, and I would still like to thank you for that.

Regards,
Kees Obo

(If the English happens to sound a bit strange at times, this is because Google Translate was used from Dutch to English)

2 Likes
74

Hello yu-chieh.tsai,

A bit late, but I have exactly the same problem (only loud command within a few centimetres of his microphones) and have already contacted support, emailed back and forth, and sent a video.
But I only get a noncommittal answer and that they can see from the video that EMO seems to be working well.

They haven’t even read my descriptions of the problem (they are also in the forum with Lindaru).
“Responding Issue About EMO”
Did you get a solution for the problem?

Regards,
Kees Obo

75

EMO doesn’t respond to any commands, its updated to the latest version, connected to WiFi, but reacts only to the name, no respond to commands, what can we do?

1 Like
76

Hi there @vladimirivanov, and Welcome to the community

I have moved your new topic to this thread for issues related to the topic. At the same time, I closed the new topic you created to keep everything organized within the community.

If EMO responds to his name but doesn’t respond to any voice commands, it usually means the microphone is working, but something else is preventing command processing.

Here are a few things you can try:

  • :robot: Restart EMO completely and wait a few minutes after he reconnects to Wi-Fi.
  • :antenna_bars: Check that your Wi-Fi connection is stable and that EMO has internet access (not just connected to the router).
  • :mobile_phone: Make sure the EMO app is also updated to the latest version.
  • :microphone: Try speaking clearly in a quiet environment and use simple commands such as “EMO, what’s the weather?” or “EMO, dance.”
  • :globe_showing_europe_africa: Verify that the correct language and region settings are configured in the app.
  • :counterclockwise_arrows_button: If possible, remove and reconnect EMO to your Wi-Fi network.

If EMO still only responds to his name but ignores every command, it could be due to a temporary server issue, a problem with voice recognition, or a firmware-related bug.

If several users are experiencing the same issue at the same time, it’s worth checking whether there is a server outage. Otherwise, I recommend contacting Living.AI Support and letting them know you’ve already tried the basic troubleshooting steps.

Best Regards and Good luck to you EMO

1 Like