Difference between revisions of "Troubleshooting guide"

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−
Have not found an answer to your questions? try asking in #support-forum channel in our Discord: https://discord.gg/RZYWusahP3
+
If you have not found an answer here, ask in the [https://discord.gg/RZYWusahP3 #support-forum]
 +
channel on our Discord, or contact us at [email protected].
 
   
 
   
  
  
−
==If the Cube does not start==
+
----
  
−
* Place the cube on the charging station
+
== Power & Charging ==
−
* Ensure that the light on the charging station is red or orange
 
−
* Wait for 10 minutes
 
−
* 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 - try a hard reset:
+
=== Cube does not turn on ===
−
* After 10 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)
 
−
* '''REMOVE THE TONG''' (do not place the cube onto the charging station with the tong inside!!)
 
−
* The cube should turn on and work properly
 
  
 +
'''Symptom:''' The cube does not start when twisted.
  
−
==If the Cube did not charge over night==
+
The cube is either fully discharged or was manually shut down.
  
−
* First preform the actions from the [[#If the Cube does not start]]
+
'''Solution:''' Place it on a charging station connected to a power source.
−
* 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]])
 
  
−
==It says charging but its said that for a long time now==
+
=== Not all screens light up when placed on the charging dock ===
−
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]]
 
−
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.
 
  
 +
[[File:Half_modules_start.jpg|none|218px|half_modules_start]]
  
−
==If the Cube shows "Module Error"==
+
'''Symptom:''' Only some modules turn on when the cube is placed on the dock.
−
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)
 
  
−
Error codes '''-1''' or '''2''':
+
Some modules have become deeply discharged.
−
* bring the phone closer to the Cube and try again
 
−
* go to another location and try again (try to exclude radio-interference)
 
−
* if you are on iOS platform then it also might be a known bug. In this case use the workaround [[#Module Error 2 every time I try to install/update the game]] until this bug is fixed
 
−
* if above did not help - reset your Cube with a dock-station
 
  
−
Error codes '''5''' or '''6'''
+
'''Solution:'''
−
* 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
+
* Let the cube charge for 10 minutes
 +
* Press and hold the button on the charging station for 10-12 seconds
 +
* The cube will restart with all modules booting up
  
−
Error code '''3''':
+
----
−
* Maximum number of applications installed. Remove one of the installed applications and try installing again.
 
  
−
Error code '''4''':
+
== Screens & Modules ==
−
* Insufficient memory on the cube. Free up memory by removing some installed applications.
 
  
−
Error code '''7''' (appears only in the mobile app):
+
=== One or more modules are unresponsive ===
−
* 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.
 
  
−
==Module Error 4 even though I have enough space on my Cube==
+
'''Symptom:''' One or several modules do not react to taps, shakes, or twists,
−
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).
+
and display either a black screen or frozen game graphics.
−
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 least 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==
+
'''Solution:''' Reboot the cube by placing it on an '''unplugged''' charging dock.
−
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)
+
Wait at least 10 seconds for the cube to reboot.
  
−
Meanwhile we have the following workaround for you:
+
=== One screen is not working correctly ===
−
# first, reset the Cube to exit from the error state for the Cube
 
−
# 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
 
−
# then right after that press the back arrow in the top left corner, and confirm the Upload Cancelation.
 
−
# now the Cube should be back in the menu and you can now install the game without the error
 
−
# for the subsequent installation - repeat the steps 2-4
 
  
−
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
+
'''Symptom:''' A single screen on a module is showing inverted colors, colored lines,
 +
or a blank display.
  
−
==No buttons or endless spinner instead of the buttons to install/buy a game in the mobile app==
+
'''Solution:''' Reboot the cube. If the problem persists,
−
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.
+
contact us at [email protected].
  
−
Solution: restart the mobile application to refresh your login session.
+
----
  
−
==I can't install a game because it says Syncing all the time==
+
== Firmware & Updates ==
−
Likely a known issue in the iOS app - try restarting the mobile application
 
  
−
=='API Error response 401' message in the mobile app==
+
=== Cube shows an error message ===
−
restart the mobile application to refresh your login session.
 
  
−
==Strange/unusual icons in the mobile app==
+
Follow the instructions displayed on the cube screens and in the mobile application.
−
If you see something like on the screenshot
 
−
[[File:Default_icons_mobapp.jpg|none|218px|odd_icons]]
 
−
try restarting the mobile application.
 
  
 +
You can also try restarting the cube and/or the mobile application.
  
−
==Volume control does not work==
+
If the problem persists, contact us at [email protected].
−
If you can turn the volume OFF by moving the Volume slider in the mobile app to the most left position and the Cube gets completely silent - then it actually works :-)
 
  
−
However the volume calibration is unfortunately not yet finalized for the latest HW versions. We will prepare a new FW with the updated volume levels to sort this out. Can't promise it in the nearest future due to the complex nature of calibration, but definitely this will be corrected at some point.
+
=== Internal Error (2) ===
  
−
But if when you moving the Volume slider in the mobile app it resets back or even shows an odd value (like 32567%) - then you most likely need to unpair the Cube from your mobile phone (you can do it in the mobile phone Bluetooth settings) and re-connect it again.
+
[[File:Error-2.jpg|none|218px|Error-2]]
  
−
==Games launch mixed and not working==
+
'''Symptom:''' The cube displays Internal Error 2.
−
Games are not running correct, as on the photo. It loads up a part of another game when I bring others online. Resetting isn't clearing it.
 
−
[[File:Games_out_of_sync.jpg|none|218px|games_out_of_sync]]
 
  
 +
This means the installation of a game or firmware update has finished with errors
 +
or was interrupted.
  
−
Solution: remove all installed games/apps and re-install them again. We are sorry about this issue and hope to fix it in the future FW releases
+
'''Solution:'''
 +
* In the mobile app, tap '''Try again''' when prompted
 +
* If '''Try again''' does not help, reboot the cube by placing it on an '''unplugged''' dock station and waiting 10 seconds, then retry the installation
 +
 
 +
=== Firmware error: Corrupted assets (after factory reset) ===
 +
 
 +
[[File:Corrupted_assets.jpg|none|218px|corrupted_assets]]
 +
 
 +
'''Symptom:''' After a factory reset, the cube displays "Firmware error. Corrupted assets."
 +
 
 +
This is expected behavior after a factory reset. The cube is temporarily missing a
 +
mandatory platform resources file, and the firmware needs to be re-installed.
 +
 
 +
'''Solution:'''
 +
# First, remove the cube from the list of paired devices in your phone's system settings:
 +
#* '''iOS:''' Open Settings → Bluetooth → find your WOWCube → tap {i} → tap '''Forget Device'''
 +
#* '''Android:''' Open Settings → Bluetooth → find your WOWCube → tap the cog icon → tap '''Unlink'''
 +
# Restart the '''WOWCube Connect''' mobile application
 +
# Follow the firmware installation instructions shown on the cube screen
 +
# If installation fails, reboot the cube by placing it on an unplugged dock station for 10 seconds, then try again
 +
 
 +
=== Cube displays "Firmware Update Required" ===
 +
 
 +
[[File:FW_update_required.jpg|none|218px|FW_update_required]]
 +
 
 +
'''Symptom:''' The cube requests a firmware update, or one or several modules have reverted to the factory firmware version and are out of sync with the rest.
 +
 
 +
'''Solution:''' In the mobile app, go to '''Settings → Firmware''' and tap
 +
'''Restore Firmware'''. This will reload the latest firmware from the server and bring all modules back in sync.
 +
 
 +
----
 +
 
 +
== Mobile Application ==
 +
 
 +
=== App is stuck on the loading screen / can't log in ===
 +
 
 +
[[File:Loading.jpg|none|218px|loading_at_login]]
 +
 
 +
'''Symptom:''' The app gets stuck on the loading screen after login.
 +
 
 +
Your mobile browser is likely blocking external app links.
 +
 
 +
'''Solution:''' Disable the "block external apps" option in your mobile browser settings.
 +
 
 +
[[File:Edge_block_apps.jpg|none|218px|edge_setting]]
 +
''Example: this setting in Microsoft Edge''
 +
 
 +
----
 +
 
 +
== Mechanical ==
 +
 
 +
=== Cube catches or jams when rotating ===
 +
 
 +
'''Symptom:''' The cube feels stiff, catches, or does not rotate smoothly.
 +
 
 +
'''Solution:''' Adjust the tension using a cross-head screwdriver on the 6 screws,
 +
each located in the center of every cube face.
 +
* Turn '''clockwise''' to tighten and increase tension
 +
* Turn '''counter-clockwise''' to loosen and reduce tension
 +
 
 +
Avoid making the cube excessively tight or loose - find a comfortable middle ground.
 +
 
 +
----
 +
 
 +
 
 +
== Legacy Hardware (Old Hardware Version) ==
 +
 
 +
This section covers issues specific to the older version of WOWCube hardware.
 +
 
 +
=== How to identify Legacy Hardware ===
 +
 
 +
Check the charging dock: if it has '''no LED strip lighting along the bottom perimeter''',
 +
you have the legacy hardware version. Newer hardware docks have a visible LED ring/strip
 +
around the base.
 +
 
 +
=== Cube loses charge while on the dock ===
 +
 
 +
'''Symptom:''' The cube drains battery even when placed on a connected charging station.
 +
 
 +
This is a known limitation of the legacy hardware charging circuit.
 +
 
 +
'''Solution:'''
 +
* Make sure the dock is connected to a stable power source (avoid low-power USB ports or hubs)
 +
* Clean the charging contacts on both the cube and the dock with a dry cloth
 +
* If the above did not help, try charging your cube in two halves as described down below
 +
* If the issue persists, contact us at [email protected]
 +
 
 +
=== Cube won't turn on after long period of inactivity ===
 +
 
 +
'''Symptom:''' After the cube has not been used for an extended time, placing it on the
 +
charging dock does not turn it on. The cube remains unresponsive.
 +
 
 +
This happens because individual modules have deeply discharged below the recovery threshold.
 +
When assembled normally, the cube attempts to charge all 8 modules simultaneously, which is
 +
too much to recover from deep discharge. To work around this, the cube needs to be charged
 +
'''4 modules at a time''' by isolating the top and bottom layers from each other with a half-twist.
 +
 
 +
'''Solution - charge the cube in two halves:'''
 +
 
 +
# '''Twist the cube halfway''' to misalign the top and bottom layers - this isolates them electrically and ensures only the 4 bottom modules are charged at a time
 +
# Place the cube on the dock in this half-twisted position
 +
# If the cube does not respond at all, '''reset the dock''': flip the toggle switch on the charging station to position '''0''', then flip it back to the charging position. This forces the modules to restart and begin accepting charge.
 +
# Leave the cube to charge for '''1 hour'''
 +
# After 1 hour, remove the cube from the dock, '''flip it upside down''', and place it back on the dock so that the other 4 modules are now facing down
 +
# If needed, reset the dock again using the toggle switch as described in step 3
 +
# Leave it to charge for another '''1 hour'''
 +
# After both halves have been charged, twist the cube back to its normal assembled position - it should now be able to start normally
 +
 
 +
[[File:Half-twisted.png|none|300px|Charging one half]]
 +
 
 +
''Note: Do not interrupt the process - each half needs the full hour to recover
 +
from deep discharge.''
 +
 
 +
=== Cube stuck on logo screen (all 8 modules) ===
 +
 
 +
'''Symptom:''' The cube cannot boot and shows the WOWCube logo indefinitely on all modules.  
 +
The cube does not respond to taps, twists, or shakes.
 +
 
 +
'''How to confirm this is firmware corruption and not a regular freeze:'''
 +
 
 +
Look closely at the logos displayed across the modules. If '''one or more modules show a
 +
smaller logo than the rest''', those specific modules have corrupted firmware and are
 +
preventing the cube from starting.
 +
 
 +
'''Solution — use the Recovery Tool:'''
 +
 
 +
The Recovery Tool is a plastic insert included in the box with your WOWCube.
 +
Each affected module must be recovered individually, one at a time.
 +
 
 +
# Locate the '''Recovery Tool''' (small plastic insert from the original packaging)
 +
# '''Bend the Recovery Tool''' so that the "'''inside'''" label faces inward (is on the inner side of the fold)
 +
# Identify a module showing the smaller logo
 +
# Insert the bent Recovery Tool into the '''gap between the modules''', wrapping it around the affected module so that it grips the module from both sides
 +
# The module screen will display a '''circular arrow icon''' and a '''progress bar'''
 +
# '''Keep the Recovery Tool in place''' for the entire duration of the process - do not remove it until the progress bar is fully complete
 +
# The process takes '''up to 1 minute''' per module
 +
# Once the progress bar is full, carefully remove the Recovery Tool
 +
# '''Repeat steps 3-8 for each additional module''' showing the smaller logo
 +
# After all affected modules have been recovered, the cube will reboot normally
 +
 
 +
[[File:Module_recovery_legacy_hw.png|none|500px|Module Recovery demonstration]]
 +
 
 +
''Lost your Recovery Tool? Contact us at [email protected] and we will send you a replacement.''
 +
 
 +
''Recovery process failed or the cube still won't boot after completing all steps?
 +
Contact us at [email protected] — please mention that you have legacy hardware
 +
and describe which modules were showing the smaller logo.''

Latest revision as of 12:29, 2 July 2026

If you have not found an answer here, ask in the #support-forum channel on our Discord, or contact us at [email protected].


Power & Charging

Cube does not turn on

Symptom: The cube does not start when twisted.

The cube is either fully discharged or was manually shut down.

Solution: Place it on a charging station connected to a power source.

Not all screens light up when placed on the charging dock

half_modules_start

Symptom: Only some modules turn on when the cube is placed on the dock.

Some modules have become deeply discharged.

Solution:

  • Let the cube charge for 10 minutes
  • Press and hold the button on the charging station for 10-12 seconds
  • The cube will restart with all modules booting up

Screens & Modules

One or more modules are unresponsive

Symptom: One or several modules do not react to taps, shakes, or twists, and display either a black screen or frozen game graphics.

Solution: Reboot the cube by placing it on an unplugged charging dock. Wait at least 10 seconds for the cube to reboot.

One screen is not working correctly

Symptom: A single screen on a module is showing inverted colors, colored lines, or a blank display.

Solution: Reboot the cube. If the problem persists, contact us at [email protected].

Firmware & Updates

Cube shows an error message

Follow the instructions displayed on the cube screens and in the mobile application.

You can also try restarting the cube and/or the mobile application.

If the problem persists, contact us at [email protected].

Internal Error (2)

Error-2

Symptom: The cube displays Internal Error 2.

This means the installation of a game or firmware update has finished with errors or was interrupted.

Solution:

  • In the mobile app, tap Try again when prompted
  • If Try again does not help, reboot the cube by placing it on an unplugged dock station and waiting 10 seconds, then retry the installation

Firmware error: Corrupted assets (after factory reset)

corrupted_assets

Symptom: After a factory reset, the cube displays "Firmware error. Corrupted assets."

This is expected behavior after a factory reset. The cube is temporarily missing a mandatory platform resources file, and the firmware needs to be re-installed.

Solution:

  1. First, remove the cube from the list of paired devices in your phone's system settings:
    • iOS: Open Settings → Bluetooth → find your WOWCube → tap {i} → tap Forget Device
    • Android: Open Settings → Bluetooth → find your WOWCube → tap the cog icon → tap Unlink
  2. Restart the WOWCube Connect mobile application
  3. Follow the firmware installation instructions shown on the cube screen
  4. If installation fails, reboot the cube by placing it on an unplugged dock station for 10 seconds, then try again

Cube displays "Firmware Update Required"

FW_update_required

Symptom: The cube requests a firmware update, or one or several modules have reverted to the factory firmware version and are out of sync with the rest.

Solution: In the mobile app, go to Settings → Firmware and tap Restore Firmware. This will reload the latest firmware from the server and bring all modules back in sync.

Mobile Application

App is stuck on the loading screen / can't log in

loading_at_login

Symptom: The app gets stuck on the loading screen after login.

Your mobile browser is likely blocking external app links.

Solution: Disable the "block external apps" option in your mobile browser settings.

edge_setting

Example: this setting in Microsoft Edge

Mechanical

Cube catches or jams when rotating

Symptom: The cube feels stiff, catches, or does not rotate smoothly.

Solution: Adjust the tension using a cross-head screwdriver on the 6 screws, each located in the center of every cube face.

  • Turn clockwise to tighten and increase tension
  • Turn counter-clockwise to loosen and reduce tension

Avoid making the cube excessively tight or loose - find a comfortable middle ground.


Legacy Hardware (Old Hardware Version)

This section covers issues specific to the older version of WOWCube hardware.

How to identify Legacy Hardware

Check the charging dock: if it has no LED strip lighting along the bottom perimeter, you have the legacy hardware version. Newer hardware docks have a visible LED ring/strip around the base.

Cube loses charge while on the dock

Symptom: The cube drains battery even when placed on a connected charging station.

This is a known limitation of the legacy hardware charging circuit.

Solution:

  • Make sure the dock is connected to a stable power source (avoid low-power USB ports or hubs)
  • Clean the charging contacts on both the cube and the dock with a dry cloth
  • If the above did not help, try charging your cube in two halves as described down below
  • If the issue persists, contact us at [email protected]

Cube won't turn on after long period of inactivity

Symptom: After the cube has not been used for an extended time, placing it on the charging dock does not turn it on. The cube remains unresponsive.

This happens because individual modules have deeply discharged below the recovery threshold. When assembled normally, the cube attempts to charge all 8 modules simultaneously, which is too much to recover from deep discharge. To work around this, the cube needs to be charged 4 modules at a time by isolating the top and bottom layers from each other with a half-twist.

Solution - charge the cube in two halves:

  1. Twist the cube halfway to misalign the top and bottom layers - this isolates them electrically and ensures only the 4 bottom modules are charged at a time
  2. Place the cube on the dock in this half-twisted position
  3. If the cube does not respond at all, reset the dock: flip the toggle switch on the charging station to position 0, then flip it back to the charging position. This forces the modules to restart and begin accepting charge.
  4. Leave the cube to charge for 1 hour
  5. After 1 hour, remove the cube from the dock, flip it upside down, and place it back on the dock so that the other 4 modules are now facing down
  6. If needed, reset the dock again using the toggle switch as described in step 3
  7. Leave it to charge for another 1 hour
  8. After both halves have been charged, twist the cube back to its normal assembled position - it should now be able to start normally
Charging one half

Note: Do not interrupt the process - each half needs the full hour to recover from deep discharge.

Cube stuck on logo screen (all 8 modules)

Symptom: The cube cannot boot and shows the WOWCube logo indefinitely on all modules. The cube does not respond to taps, twists, or shakes.

How to confirm this is firmware corruption and not a regular freeze:

Look closely at the logos displayed across the modules. If one or more modules show a smaller logo than the rest, those specific modules have corrupted firmware and are preventing the cube from starting.

Solution — use the Recovery Tool:

The Recovery Tool is a plastic insert included in the box with your WOWCube. Each affected module must be recovered individually, one at a time.

  1. Locate the Recovery Tool (small plastic insert from the original packaging)
  2. Bend the Recovery Tool so that the "inside" label faces inward (is on the inner side of the fold)
  3. Identify a module showing the smaller logo
  4. Insert the bent Recovery Tool into the gap between the modules, wrapping it around the affected module so that it grips the module from both sides
  5. The module screen will display a circular arrow icon and a progress bar
  6. Keep the Recovery Tool in place for the entire duration of the process - do not remove it until the progress bar is fully complete
  7. The process takes up to 1 minute per module
  8. Once the progress bar is full, carefully remove the Recovery Tool
  9. Repeat steps 3-8 for each additional module showing the smaller logo
  10. After all affected modules have been recovered, the cube will reboot normally
Module Recovery demonstration

Lost your Recovery Tool? Contact us at [email protected] and we will send you a replacement.

Recovery process failed or the cube still won't boot after completing all steps? Contact us at [email protected] — please mention that you have legacy hardware and describe which modules were showing the smaller logo.

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