Troubleshooting

    Popsical won't turn on

    Possible Cause

    • USB-C cable
    • 3-ping plug adapter has an incompatible voltage.
    • 3-pin plug adapter is not plugged in or main's switch is off.
    • USB-C cable is faulty, non-certified.
    • Popsical is in sleep / off modes.

    Remedy

    1. Check that the USB-C cable is plugged in on both ends.

    2. Check that the 3-pin plug adapter voltage is 5V 2A.

    3. Check that the 3-pin plug adapter is plugged in, and that power is on at your main switch.

    4. Ensure that you're using a certified USB-C cable.

    5. Press and hold the power button on your remote.

     

    Popsical won't connect to WiFi

    Possible Cause

    • Popsical is incorrect.
    • Signal is too weak / intermittent.
    • Your WiFi network is hidden

    Remedy

    1. Ensure that you have typed the correct password.
    2. Move the Popsical closer to your WiFi router
    3. Plug a USB mouse into your Popsical, click "advanced", open the "more options" menu on the upper right of the network screen, click "Add Network". Enter SSID and password, press "Connect". Press "back" on your remote to exit the network screen.

     

    Popsical says the WiFi network has no internet.

    Possible Cause

    • Your WiFi router has no internet.
    • Your WiFi router is not setup with DHCP
    • Your WiFi router is behind a corporate firewall / captive portal.

    Remedy

    1. Ensure that your router is plugged into your modem, and that the modem is turned on and connected to your ISP.
    2. Ensure that your router's DHCP server is enabled.
    3. Plug a USB mouse into your Popsical, click "open browser", refresh the page, input your username / password to login to the gateway, press back on your remote to exit the browser.

     

    Video and audio continuously buffer and do not play.

    Possible Cause

    • Popsical's WiFI connection is unstable.
    • Popsical has disconnected from WiFi.
    • Popsical has crashed.

    Remedy

    1. Move Popsical closer to your WiFi router.
    2. ‍Press "back" to return to the "main menu", select "settings", then "network settings", "forget" and "rejoin" your WiFi network.
    3. Restart Popsical by unplugging and replugging the USB-C cable, reconnect it to WiFi.

     

    iOS / Android Phone App does not work.

    Possible Cause

    • Popsical and phone are not on the same WiFi network
    • Popsical is unable to display a party code.
    • Popsical has disconnected from WiFi.
    • Phone App's party code has expired.
    • Phone App has crashed/ frozen.
    • Phone has disconnected from WiFi.

    Remedy

    1. Ensure that both the Popsical and your Phone are connected to the same WiFi network.
    2. Restart your Popsical, ensure it is connected to WiFi, and NOT to Ethernet (see point 3).
    3. From the "main menu", go to "settings", select "network settings", select your wifi-network, press "forget", then re-enter your wifi password and click "connect" Press the "back" button to return to the "main menu".
    4. Force-quit the Phone App, re-input a new party code.
    5. Force-quit the Phone App, re-input a new party code.
    6. Reconnect your Phone to the same WiFi-network as your Popsical device.

     

    TV screen is black, there is no image, image is frozen.

    Possible Cause

    • Your TV's HDMI cable is loose or faulty
    • Your TV is turned off, or is in the wrong input mode.
    • Popsical has gone into sleep / off mode.
    • Popsical has crashed / frozen.
    • Popsical's WiFi connection is unstable.

    Remedy

    1. Ensure that the HDMI cable is securely plugged in on both ends, and that it is certified and functional.
    2. Ensure that your TV is on, and is receiving video input from the correct port e.g. HDMI.
    3. Press and hold the "power button" on the Popsical remote.
    4. Restart your Popsical by unplugging and replugging the USB-C cable, which is providing the electrical input.
    5. Press back to exit the "karaoke screen", from the "main menu" go to "settings", click "network settings", forget and rejoin your WiFi network, and move Popsical closer.

     

    Popsical fails to start, stuck at a blank purple screen, hangs while playing a song

    Possible Cause

    • Using a power adapter that has less than 2A (Ampere) power output.

    Remedy

    1. Use the standard power adapter that was provided to you in your Popsical box.
    Updated : Created :

    Comments