This troubleshooting page includes four parts:

  1. Troubleshooting the disconnection between your PlayCube and your app.
  2. Troubleshooting the PlayCube failing to update because the MouthCube is stuck on the waving line animation.
  3. The videos on how to factory reset the PlayCubes (before updating).
  4. The video on how to pair unpaired PlayCubes.

My PlayCube couldn't connect to the App

  • If you try to detect your PlayCubes from your phone but it never worked
  • If your PlayCubes display "Wi-Fi is connected" before you begin the detection process in your app, this is not expected behavior. It suggests that while the PlayCubes are showing as connected, they are not actually connected to Wi-Fi.

To resolve this, please perform a factory reset on your PlayCubes (please note that a factory reset is not simply pressing the reset button underneath the cubes; you can refer to the first video below). Follow the steps provided in the video. Once the reset is complete, try reconnecting to Wi-Fi.

Before you attempt to reconnect to Wi-Fi, please ensure the following:

  1. Check the Amp Rating on Your Adapter:
    Ensure that the adapter you're using provides more than 2 Amps of power. A low power adapter may prevent a stable connection.
  2. Wait for the Wi-Fi Animation on the MouthCube:
    Start the detection process in the app only after you see the Wi-Fi animation on the MouthCube. This indicates that the PlayCubes are ready to connect.

Once you have verified the above steps, try connecting to your Wi-Fi again.

Additional Notes:

  • If your Wi-Fi connection is unstable or you're using a public Wi-Fi network, we recommend using a personal hotspot for a more reliable connection.

My PlayCubes fail to do the updates, the MouthCube is stuck on the waving line.

Please try click on the reset button of the MouthCube to test if it is stuck, if that wont solve the problem please follow the following troubleshooting step: 

the reason the PlayCube didn't finish the update and couldn’t download the game is that it couldn't reach the cloud, which prevents the update from completing. Sometimes the network is blocking the connection to the cloud. so it is keeps showing the waving image but never cloud image.

We have two possible solutions for this situation:

  1. Please perform a factory reset on the MouthCube only (this will erase the Wi-Fi credentials and return it to the mode where it’s searching for Wi-Fi). Then, connect the PlayCube again using a Personal Hotspot. Follow the steps: go to the app > settings > click on your PlayCube > select "Connect to new WiFi," and follow the on-screen instructions, selecting your personal hotspot from the Wi-Fi list.
  2. Alternatively, perform a factory reset on the MouthCube only, then restart your router and try again.

The first option is recommended, as the hotspot connection is more stable.

For instructions on how to perform a factory reset on the MouthCube, please refer to the factory reset video below.

How to do a factory reset ?

This is the factory reset video for the PlayCubes before updating. If your PlayCubes are updated, refer to this video for the factory reset.

Faites défiler vers la droite pour la version en français

Comment effectuer une réinitialisation d'usine ?

Voici la vidéo pour la réinitialisation d'usine des PlayCubes avant la mise à jour. Si vos PlayCubes sont déjà mis à jour, veuillez vous référer à cette vidéo pour la réinitialisation d'usine.

Scroll left for English version

What should I do if I accidentally unpair my PlayCubes during the factory reset process?

I hear the cube is saying 'I am not paired' with the red circle on it.

How to pair the unpaired cubes?

Faites défiler vers la droite pour la version en français

Comment apparier les cubes non appariés ?

Scroll to the left for the English version.