Difference between revisions of "Troubleshooting guide"

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==If the Cube does not start==
 
==If the Cube does not start==
 +
The Cube does not start on twist - it is either discharged or is shut down
  
−
* Place the cube on the charging station
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Solution: place it on a charging station connected to a power source to turn it ON.
−
* Ensure that the light on the charging station is red or orange
+
----
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* Wait for 10 minutes
 
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* Without removing the cube from the charging station, press and hold the reset button for 1 second
 
−
* The cube will begin charging
 
  
−
===If it still does not start===
+
==Not all screens lit up when I put it on the charging base==
 +
[[File:Half_modules_start.jpg|none|218px|half_modules_start]]
  
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Try a hard reset
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Most likely some of the modules got deeply discharged
−
* After 5 minutes on the charging station, remove the cube from the charging station
 
−
* Insert the plastic tong with the cat (included in the kit) into the cube (i.e. perform a hard reset)
 
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* '''REMOVE THE TONG''' (do not place the cube onto the charging station with the tong inside!!)
 
−
* The cube should turn on and work properly
 
  
 +
Solution:
 +
* Let the cube charge for 10 minutes
 +
* Press and hold the button on the charging station for 5 seconds
 +
* Wait for 10 seconds to let the charging base reset the cube
 +
* The cube will restart with all modules booting up
  
−
==If the Cube did not charge over night==
+
==If the Cube shows an Error==
  
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* First preform the actions from the [[#If the Cube does not start]]
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Please follow the instructions displayed on the cube screens, and in the mobile application.
−
* Then make sure your Cube is updated to the FW 1.2.0 or newer (to do that use our mobile app ''WOWCube Connect'' at [https://apps.apple.com/app/wowcube-connect/id1579680201?l=en AppStore] or [https://play.google.com/store/apps/details?id=com.wowcube Google Play]])
 
  
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==It says charging but its said that for a long time now==
+
Also, you can try restarting the cube and/or the mobile application.
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If your Cube shows same as on the photo - it is in slow charging mode (due to a deep discharge) and can sometime not automatically switch to the normal charging.
 
−
[[File:slow_charging.jpg|none|218px|slow_charge]]
 
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It it stays in the slow charging for more than 1 hour - try resetting it with the dock-station 'reset' button.
 
−
If it does not help - remove Cube from the charging station and try a 'hard reset' with the thin metal object or with the plastic cover that was inserted in the Cube when you received it.
 
  
 +
Don't hesitate to contact us at [email protected] if the problem persists
  
−
==If the Cube shows "Module Error"==
 
−
First of all, when there is a Module error on the Cube - always reset the Cube with the dock station (because from this state the Cube will no longer respond to new loads. and in the mobile application we currently do not have the ability to manually send a cancel of this state, but plan to add it in later releases)
 
  
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Error codes '''-1''' or '''2''':
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==Cube says Firmware Update Required==
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* bring the phone closer to the Cube and try again
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One or several of the Cube modules have reverted to the factory FW version or have not updated to the latest FW version, and hence not in sync with other modules.
−
* go to another location and try again (try to exclude radio-interference)
+
[[File:FW_update_required.jpg|none|218px|FW_update_required]]
 +
This can perhaps happen when the FW update process has gone wrong on a particular module
  
−
Error codes '''5''' or '''6'''
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If you have faced with this - use the 'Restore Firmware' button in the Firmware section in mobile app, it will reload the latest FW from the server to your Cube, and so all modules will have the same FW version again.
−
* very rare errors, and in theory a reset of the Cube with the dock station should resolve them. if not, the situation will need to be studied separately with the development team
 
  
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Error code '''3''':
 
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* Maximum number of applications installed. Remove one of the installed applications and try installing again.
 
  
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Error code '''4''':  
+
==Can't login to mobile app, it's got stuck at Loading screen==
−
* Insufficient memory on the cube. Free up memory by removing some installed applications.
+
[[File:Loading.jpg|none|218px|loading_at_login]]
  
−
Error code '''7''' (appears only in the mobile app):
+
Solution: most likely your mobile web-browser is blocking opening external apps, so you need to disable the corresponding option in the browser settings.
−
* You are trying to install an application while another application is already running on the cube. Go to the main menu of the cube and try again.
+
Here is an example of such a setting in the Microsoft Edge
 +
[[File:Edge_block_apps.jpg|none|218px|edge_setting]]
  
−
==Module Error 4 even though I have enough space on my Cube==
+
==My Cube catches/jams==
−
This is a known bug when the amount of free space on different modules is not in sync (so some modules have less free space than others).
+
Ensure that your Cube is properly tightened, avoiding excessive tightness or looseness. Use a cross-head screwdriver to adjust the Cube tension, focusing on the 6 screws, each located in the center of every Cube face. Clockwise to tighten and increase tension, and vice versa.
−
To install the desired game/app you would need to remove more of the already installed apps/games.
 
−
In order to get rid of this issue you would need to perform a factory reset of the Cube (available from the Firmware section). At leaset until we have a better solution for this case. But beware - making a factory reset will erase all the data on your Cube and the game progress will be lost.
 
−
 
 
−
==Module Error 2 every time I try to install/update the game==
 
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If you are on the iOS platform - you most likely see a known bug in the mobile application (which we of course will fix asap)
 
−
 
 
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Meanwhile we have the following workaround for you:
 
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# first, reset the Cube to exit from the error state for the Cube
 
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# when getting the "Error 1" message on the phone AND BEFORE the Cube shows "Error 2" on the module, hit the Install button once again
 
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# then right after that press the back arrow in the top left corner, and confirm the Upload Cancelation.
 
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# now the Cube should be back in the menu and you can now install the game without the error
 
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# for the subsequent installation - repeat the steps 2-4
 
−
 
 
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If you are on Android and still see the Error 2 frequently - try changing the location (go to another room) to avoid a radio interference
 
−
 
 
−
==No buttons or endless spinner instead of the buttons to install/buy a game in the mobile app==
 
−
This is a known issue in the mobile app which can happen from time to time while the app is running in background for a while.
 
−
 
 
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Solution: restart the mobile application to refresh your login session.
 
−
 
 
−
 
 
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=='API Error response 401' message in the mobile app==
 
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restart the mobile application to refresh your login session.
 
−
 
 
−
 
 
−
==Strange/unusual icons in the mobile app==
 
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If you see something like on the photo
 
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[[File:Default_icons_mobapp.jpg|none|218px|odd_icons]]
 
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try restarting the mobile application.
 

Latest revision as of 17:09, 10 October 2025

Have not found an answer to your questions? try asking in #support-forum channel in our Discord: https://discord.gg/RZYWusahP3


If the Cube does not start

The Cube does not start on twist - it is either discharged or is shut down

Solution: place it on a charging station connected to a power source to turn it ON.

Not all screens lit up when I put it on the charging base

half_modules_start

Most likely some of the modules got deeply discharged

Solution:

  • Let the cube charge for 10 minutes
  • Press and hold the button on the charging station for 5 seconds
  • Wait for 10 seconds to let the charging base reset the cube
  • The cube will restart with all modules booting up

If the Cube shows an Error

Please follow the instructions displayed on the cube screens, and in the mobile application.

Also, you can try restarting the cube and/or the mobile application.

Don't hesitate to contact us at [email protected] if the problem persists


Cube says Firmware Update Required

One or several of the Cube modules have reverted to the factory FW version or have not updated to the latest FW version, and hence not in sync with other modules.

FW_update_required

This can perhaps happen when the FW update process has gone wrong on a particular module

If you have faced with this - use the 'Restore Firmware' button in the Firmware section in mobile app, it will reload the latest FW from the server to your Cube, and so all modules will have the same FW version again.


Can't login to mobile app, it's got stuck at Loading screen

loading_at_login

Solution: most likely your mobile web-browser is blocking opening external apps, so you need to disable the corresponding option in the browser settings. Here is an example of such a setting in the Microsoft Edge

edge_setting

My Cube catches/jams

Ensure that your Cube is properly tightened, avoiding excessive tightness or looseness. Use a cross-head screwdriver to adjust the Cube tension, focusing on the 6 screws, each located in the center of every Cube face. Clockwise to tighten and increase tension, and vice versa.

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