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==
+
----
−
The Cube does not start on twist - it is either discharged or turned off completely
+
 
 +
== 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 ===
 +
 
 +
[[File:Half_modules_start.jpg|none|218px|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].
  
−
Solution: in any case you just place it on a charging station connected to a power source to turn it ON.
 
 
----
 
----
−
Only half or so of the screens lit up. I have reset with the charging base and I still get the same result. And the lit screens just have the logo and don’t load up anything else.
 
−
[[File:Half_modules_start.jpg|none|218px|half_modules_start]]
 
  
−
Solution:
+
== Firmware & Updates ==
−
* Place the cube on the charging station
+
 
−
* Ensure that the light on the charging station is red or orange
+
=== Cube shows an error message ===
−
* Wait for 10 minutes
+
 
−
* Without removing the cube from the charging station, press and hold the reset button for 2 seconds
+
Follow the instructions displayed on the cube screens and in the mobile application.
−
* The cube will begin charging
+
 
 +
You can also try restarting the cube and/or the mobile application.
 +
 
 +
If the problem persists, contact us at [email protected].
 +
 
 +
=== Internal Error (2) ===
 +
 
 +
[[File:Error-2.jpg|none|218px|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) ===
 +
 
 +
[[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.
 +
 
 
----
 
----
−
If it still does not start - try a hard reset, also try a spare charging set
 
  
 +
== Mobile Application ==
  
−
==Small logos on some of the modules. How do I fix this?==
+
=== App is stuck on the loading screen / can't log in ===
−
[[File:Small logo.jpg|none|218px|disassemble]]
 
−
* take a closer look at the Cube when it shows logo on all 8 modules. mark all that have a smaller logo
 
−
* let the Cube charge for a while (15-20 min), preferably having modules with small logo standing on the charging dock (i.e. directly connected to the dock)
 
−
* take a cross-head screwdriver (included in the pack, but you might want to use a longer and more handy one) and loosen the screws of your Cube, like 2 turns on each screw.  The screws are located in the center of every Cube face (i.e. 6 screws). Pull the faulty modules out of the Cube. You can see the process in this video [https://youtube.com/shorts/GY18bqGbt58?feature=share '''this video''']. Please make sure you do it on top of a soft surface so that you don't crack the module's glass if they fall off
 
−
* initiate the FW recovery process on the faulty module as shown in [https://youtube.com/shorts/cF6H9n9zEwg?feature=share '''this video''']
 
−
* make sure the recovery process is complete (the white progress bar is filled up and is changed to a steady white cube logo)
 
−
* push the module(s) back into the Cube - the Cube should boot up showing the ''Firmware update required'' screens
 
−
* Re-install the FW from the mobile application (use the Restore Firmware button under the Firmware section in the mobile app)
 
−
* Tighten the 6 screws
 
  
−
==How do I make a hard reset?==
+
[[File:Loading.jpg|none|218px|loading_at_login]]
−
* Make sure the cube is removed from the charging station
 
−
* Insert the plastic tab (with the cat image, included in the kit) into the cube. Alternatively you can use a thin metal object like a butter knife instead of the plastic tab (see the video below)
 
−
* '''REMOVE THE PLASTIC TAB''' (do not place the cube onto the charging station with the tab inside!!)
 
−
* The cube should turn on and work properly
 
−
[[File:Hard_reset.gif|none|218px|Hard_reset]]
 
  
−
==If the Cube did not charge over night==
+
'''Symptom:''' The app gets stuck on the loading screen after login.
  
−
* First of all always make sure the charging station '''LED is red/orange''' when the Cube is placed on dock
+
Your mobile browser is likely blocking external app links.
−
* If after placing on dock the Cube does not start - perform the actions from the [[#If the Cube does not start]]
 
−
* Make sure your Cube is running FW 1.2.0 or newer (if not - update using 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]])
 
−
* Make sure the Cube screws are tightened well (especially if you took it apart). Otherwise it might not charge due to a bad contact between the modules
 
−
* Try placing on a different side
 
−
* Clean the dock-station contacts with a dry soft cloth (or with an eraser if the dirt is heavy)
 
−
* Try a spare charging set
 
  
−
==It says charging but its said that for a long time now==
+
'''Solution:''' Disable the "block external apps" option in your mobile browser settings.
−
If your Cube shows same as on the photo - it is in slow charging mode (due to a deep discharge) and can sometimes not automatically switch to the normal charging.
 
−
[[File:slow_charging.jpg|none|218px|slow_charge]]
 
−
If it stays in the slow charging for more than 1 hour - try resetting it with the dock-station 'reset' button (push and hold for 2 sec).
 
−
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.
 
  
−
==If the Cube shows "Module Error"==
+
[[File:Edge_block_apps.jpg|none|218px|edge_setting]]
 +
''Example: this setting in Microsoft Edge''
  
−
Each error has a corresponding short description in the mobile app, so basically follow the mobile app instructions.
+
----
  
 +
== Mechanical ==
  
−
Error codes '''-1''' or '''2''':
+
=== Cube catches or jams when rotating ===
−
* bring the phone closer to the Cube and try again
 
−
* go to another location and try again (try to exclude radio-interference)
 
−
* if above did not help - reset your Cube with a dock-station
 
  
−
Error codes '''5''' or '''6'''
+
'''Symptom:''' The cube feels stiff, catches, or does not rotate smoothly.
−
* very rare errors, and in theory a reset of the Cube with the dock station should resolve them. If not, please contact our support team on [https://discord.com/channels/485048129272676373/1072916235819421766 Discord ] or write an email to [mailto:[email protected] hello@wowcube.com]
 
  
−
Error code '''3''':
+
'''Solution:''' Adjust the tension using a cross-head screwdriver on the 6 screws,
−
* Maximum number of applications installed. Remove one of the installed applications and try installing again.
+
each located in the center of every cube face.
 +
* Turn '''clockwise''' to tighten and increase tension
 +
* Turn '''counter-clockwise''' to loosen and reduce tension
  
−
Error code '''4''':
+
Avoid making the cube excessively tight or loose - find a comfortable middle ground.
−
* Insufficient memory on the cube. Free up memory by removing some of the installed applications.
 
  
−
Error code '''7''' (appears only in the mobile app):
+
----
−
* You are trying to install an application while another application is already running on the cube. Exit to the main menu of the cube and try again.
 
  
−
==Module Error 4 even though I have enough space on my Cube==
 
−
[[File:Error4_some_modules.jpg|none|218px|odd_icons]]
 
−
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).
 
−
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 completely you would need to perform a factory reset of the Cube (available from the Firmware section in the mobile app). 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==
+
== Legacy Hardware (Old Hardware Version) ==
−
This was an issue that is fixed now in the new iOS app versions
 
  
−
However it can sometimes be seen with the Android app. Try disabling/enabling Bluetooth in the Android system settings, and re-connecting to the Cube.  
+
This section covers issues specific to the older version of WOWCube hardware.
  
−
Also there could be a radio interference effect from the surrounding devices (like a microwave oven etc) - so try changing your location (go to another room)
+
=== How to identify Legacy Hardware ===
  
−
==No buttons or endless spinner instead of the buttons to install/buy a game in the mobile app==
+
Check the charging dock: if it has '''no LED strip lighting along the bottom perimeter''',
−
An old issue in the mobile app which should have been fixed in the newer app versions.
+
you have the legacy hardware version. Newer hardware docks have a visible LED ring/strip
 +
around the base.
  
−
But if happens, the solution is to restart the mobile application to refresh your login session.
+
=== Cube loses charge while on the dock ===
  
−
==I can't install a game because it says Syncing all the time==
+
'''Symptom:''' The cube drains battery even when placed on a connected charging station.
−
Likely a known issue in the iOS app - try restarting the mobile application
 
  
−
=='API Error response 401' message in the mobile app==
+
This is a known limitation of the legacy hardware charging circuit.
−
restart the mobile application to refresh your login session.
 
  
−
==Strange/unusual icons in the mobile app==
+
'''Solution:'''
−
If you see something like on the screenshot
+
* Make sure the dock is connected to a stable power source (avoid low-power USB ports or hubs)
−
[[File:Default_icons_mobapp.jpg|none|218px|odd_icons]]
+
* Clean the charging contacts on both the cube and the dock with a dry cloth
−
try restarting the mobile application.
+
* If the above did not help, try charging your cube in two halves as described down below
 +
* If the issue persists, contact us at hello@wowcube.com
  
 +
=== Cube won't turn on after long period of inactivity ===
  
−
==Volume control does not work==
+
'''Symptom:''' After the cube has not been used for an extended time, placing it on the
−
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 :-)
+
charging dock does not turn it on. The cube remains unresponsive.
  
−
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.
+
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.
  
−
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.
+
'''Solution - charge the cube in two halves:'''
  
−
==Games launch mixed and not working==
+
# '''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
−
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.
+
# Place the cube on the dock in this half-twisted position
−
[[File:Games_out_of_sync.jpg|none|218px|games_out_of_sync]]
+
# 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]]
  
−
Solution: remove all installed games/apps and re-install them again. We are sorry about this issue, it should be a very rare problem, and we hope to fix it in the future FW releases.
+
''Note: Do not interrupt the process - each half needs the full hour to recover
 +
from deep discharge.''
  
−
In some very special scenarios (like after replacing a faulty module with a new one) you might need to perform a factory reset (''Factory reset'' option found under Firmware section on the mobile application) in order to clean up this kind of issue.
+
=== Cube stuck on logo screen (all 8 modules) ===
  
−
==Cube says Firmware Update Required==
+
'''Symptom:''' The cube cannot boot and shows the WOWCube logo indefinitely on all modules.
−
One or several of the Cube modules have reverted to the factory FW version (1.0.7) or have not updated to the latest FW version, and hence not in sync with other modules.
+
The cube does not respond to taps, twists, or shakes.
−
[[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
+
'''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.''
  
−
If you have faced with this - just use the 'Restore Firmware' button from the mobile app (go to Firmware screen), it will reload the latest FW from the server to your Cube, and so all modules will have the same FW version again.
+
''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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