Troubleshooting guide

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 turned off completely

Solution: in any case you just place it on a charging station connected to a power source to turn it ON.

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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.

Solution:

• Place the cube on the charging station
• 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 2 seconds
• The cube will begin charging

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If it still does not start - try a hard reset:

• Make sure the cube is removed from the charging station
• Insert the plastic tongue with the cat (included in the kit) into the cube (i.e. perform a hard reset). Alternatively you can use a thin metal object like a knife instead of the plastic tongue
• REMOVE THE PLASTIC TONGUE (do not place the cube onto the charging station with the tongue inside!!)
• The cube should turn on and work properly

If the Cube did not charge over night

• First preform the actions from the #If the Cube does not start
• 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 AppStore or Google Play])

It says charging but its said that for a long time now

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.

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"

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:

• 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

• 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

Error code 3:

• Maximum number of applications installed. Remove one of the installed applications and try installing again.

Error code 4:

• Insufficient memory on the cube. Free up memory by removing some 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. Go to the main menu of the cube and try again.

Module Error 4 even though I have enough space on my Cube

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 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

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)

Meanwhile we have the following workaround for you:

1. first, reset the Cube to exit from the error state for the Cube
2. 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
3. then right after that press the back arrow in the top left corner, and confirm the Upload Cancelation.
4. now the Cube should be back in the menu and you can now install the game without the error
5. 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

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.

Solution: restart the mobile application to refresh your login session.

I can't install a game because it says Syncing all the time

Likely a known issue in the iOS app - try restarting the mobile application

'API Error response 401' message in the mobile app

restart the mobile application to refresh your login session.

Strange/unusual icons in the mobile app

If you see something like on the screenshot

try restarting the mobile application.

Volume control does not work

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.

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.

Games launch mixed and not working

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.

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

Cube says Firmware Update Required

One or several of the Cube modules have reverted to the factory FW version (1.0.7) and hence not in sync with other modules. Normally this should not happen and is being investigated by our R&D team.

But 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.