Below are some common support questions:
A DEVELOPER'S MENU APPEARED ON THE SCREEN AND I CAN'T REMOVE IT. WHAT DO I DO?
This is caused when you depress both the 'Power Button' and the 'Volume Down' button simultaneously when powering on the the tablet. DO NOT MAKE ANY SELECTIONS from the menu as you may not be able to recover to the original settings and have to return the tablet for reloading and re-configuration.
Instead, use a bent paperclip and insert in the tiny pinhole reset button located just below the power button and carefully depress the button inside until the tablet turns off. Restart normally.
ALL OF MY GAMES DISAPPEARED. THE APPS ARE STILL INSTALLED, BUT ALL THE ICONS ARE MISSING FROM THE DESKTOPS. WHAT DO I DO?
It would appear someone has inadvertently disabled the default launcher. Please follow the instructions carefully below and you can get back to original condition:>
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Restart the tablet, hold in the landscape position for better viewing, and follow the instructions below:
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Put your finger on the bottom edge of the screen and swipe upward exposing your main app drawer. If you see the app "ADW Launcher EX", then it is probably recoverable.
* Select the 'ADW Launcher EX' app. (Your correct desktop screen should appear, but it will revert back when you restart your tablet unless you change the default.)
* So, 'Long Press' in a blank area of the desktop screen (hold your finger in one place) and when you see the popup window, tap 'Settings' (not 'ADW Settings'). Note: you may have to unlock the desktop with the provided pass code (1234) if a popup appears.
* When it opens to 'Settings', go down and select 'Apps and Notifications'(ADW Launcher EX should appear, mid-screen, since it was just used.)
* Select 'ADW Launcher EX' and scroll down to 'Advanced',
* Select and scroll down to 'Home App' and select it. (It will probably show 'Quickstep' as the default. It should be 'ADW Launcher EX'.)
* So, change the default to 'ADW Launcher' and then restart your tablet to verify after it starts up.Re-lock your desktop screen by long-pressing in a blank area of the screen and when a pop-up occurs, select "Lock Desktop".
HOW MANY HOURS USE SHOULD I GET ON A FULLY CHARGED BATTERY?
Generally, with a new battery, you should be able to watch a 2-hour movie and use approximately 50% of a fully charged battery. However, there are many variables. The following features have been set to their optimum settings before shipment. If enabled or changed, they can use considerable battery and affect performance when operating as background tasks:
*Mobile Data Network Cell Service Scanning: ALWAYS Use Tablet in 'Airplane Mode'.
*Google Play Store: Auto-Update should be 'OFF'.
*Auto-Sync: Emails, App Data, Browser, Calendar, Contacts, etc. (Better to sync manually when needed.)
*Auto Backup: Should be OFF. Backup as needed.
*Live Wallpapers: Your choice, but they use more battery than static wallpapers.
*Wi-Fi or Bluetooth when not needed: Should be OFF when playing offline games, etc.
*Screen Brightness: Brighter will use more juice.
*Display Sleep During Non-Use: Set to sleep after shorter lapse will preserve battery.
*Auto Virus/Malware Scanners: Auto scan of emails OK, but Full Scans should be on-demand only.
*Some apps and games with heavy graphics are battery hogs. All differ.
Most of these settings and features require background tasks for checking the Internet to see if action is needed and then performing the action in background immediately without user action. If the user is on a website at the same time with many active video ads, etc., there will be slow performance issues and increased battery usage. In general, tablets are designed as a viewing medium for streaming content, so some Internet activity with Flash or non-streaming ads and content can negatively affects performance and battery discharge rate. Browser activity. in general. uses more battery than content provided via an app that has been optimized to the operating system.
As a general note, large screen devices use more battery than, say, a phone with a 5" screen. High resolution IPS screens, like ours, are designed to allow viewing from a wide angle. Thus, there are more pixels and more of them have to be on at any time in order to increase the viewing angle. Thin tablets have restricted available space to increase battery size. And, larger batteries tend to increase heat when using programs with intense graphics. All in all, we have installed the largest battery that can be supported for our configuration. So, since the overall national average for maximum per-use time for using any tablet is 2 hours, we recommend that you connect to the charger after each extended use. It will charge up quickly for your next session and it is good for the overall health of the battery.
WHAT IS THE TOTAL EXPECTED LIFETIME OF THE BATTERY?
Depending on how much you use your tablet and how well you take care of it, you may get a couple of years from your battery. Being Lithium ION batteries, they do not have to discharge completely before you recharge them. In fact, if you allow the battery to discharge to 0%, you risk damaging the battery and will shorten its life. So, rule of thumb, plug it in after every use and every night before you go to bed. This will help keep your battery in top condition.
Industry surveys show that most usage sessions are 2 hours or less. If this is true for you, then your target benchmark should be a battery level of greater than 20% after 2 hours of use from a fully charged condition. Less than that and it may be worth changing the battery. Like a battery on your car, it has a limited warranty. So, plug it in often.
MY TABLET IS DEAD! I HAVE HAD IT ONLY A SHORT TIME.
99% of the time this condition is caused by allowing the tablet to go to sleep and remain in sleep mode for a number of hours until it completely discharges the battery. Not only is this bad for the battery, there will not be enough charge left to boot up the tablet.
Try connecting the charging unit for about 15 minutes and attempt a restart. (It may also require using a bent paper clip and inserting into the tiny hole located just below the audio volume control button on the side of the tablet. Depress the button inside the hole for about 10 seconds to clear any cache memory problems caused by an improper shutdown.)
Keep in mind that it may also be a charger issue. The tablet may appear to be charging when it is not - if the charger is not functioning or the power source is not turned on, etc. If you still have the 3' usb/USB cable, try connecting the small end into the USB port of the tablet, and the larger end into any host USB port on a computer (computer on, tablet off). The tablet will not charge if the computer goes to sleep. This is a slower charge, but you can get a full charge overnight.
A good rule to follow: always connect the charger when not using for any extended period of time. Better yet, power all the way off and then plug into the charger. You will have a nice fresh tablet ready for your next use.
I LOST MY CHARGER. CAN YOU TELL ME WHERE I CAN PURCHASE A REPLACEMENT?
(FOR 2018-19 TABLET MODELS) The charger model number is LA-520W, but is a common 5V 2000mA (2A) device with a 2.5mm pin plug to the tablet, and can be found at various prices on Amazon. Any of them with the same specs will work fine. Below is a link to the LA-520W choices on Amazon:
https://www.amazon.com/s/ref=nb_sb_noss?url=search-alias%3Daps&field-keywords=la520w&rh=i%3Aaps%2Ck%3Ala520w"
(FOR 2020-2024 TABLET MODELS) The charger model number is XJS0060 and is also a 5V 2000maH (2A) wall charger. The tip on the cable is a USB-C (not a micro-USB) tip to match the tablet jack. You can find these on Amazon at:
https://www.amazon.com/dp/B078PDP5T4/
In the meantime, if you still have the 3' usb/USB cable, plug the small end into the USB port of the tablet, and the larger end into any host USB port on a computer (computer on, tablet off). This is a slower charge, but you can get a full charge overnight. You can also use the cable with a 5V universal USB wall adapter.
I CHARGED MY TABLET ALL NIGHT AND IT DIDN'T CHARGE AT ALL.
Aside from the normal things you would consider to be causing this issue, such as making sure that if plugged into a power strip that the strip is turned on, and that the charger is firmly plugged into the tablet, then there are other things that can be tested before we jump to conclusions - since it may be either the charger that is bad (not likely, but possible) or the internal battery itself (less likely). If we determined it was the charger, we could simply send a new one (no shipping or hassle on your part). If the battery is the problem, then the tablet will have to be returned for repair or replacement. Please perform the following tests and let us know the result:
1) If you have let the battery discharge completely (not recommended) by having it set aside in sleep mode for a long period or when it was already low on charge, then you will have to connect to a charging solution for 15 minutes or so just to get it enough juice to attempt a start up. This situation can happen when you think it is charging because it is connected to the charger, but it is not actually charging the battery and finally discharges completely.
There are 2 methods of charging:
a) using the AC/DC charger. (Make sure power source is turned on.)
b) using the 3 foot cable provided, plug the large USB end into any computer USB port (or USB 5V 2.0A wall adapter), and the other end into the tablet USB. Computer on, tablet off.
2) Once you have enough power to the battery to effect a start-up, then power on the tablet and check the settings for 'Battery' and verify that it is charging (or not).
If it does not show that the battery is charging under both methods, then you may need to return the tablet. If it shows charging using the USB cable and not the charger, then we will send a new charger to you.
However, to further complicate this diagnosis, if the tip on the charger has been damaged (not good) and/or the tablet USB jack has been stretched (even worse), so that there is not a good connection, then you will need to gently move the charger tip slightly left, right, up and down - holding it in each position long enough to see if you get the large battery icon on the screen, indicating a connection. If you do, then you will have to adjust it to that position each time to get a charge. Not ideal, but the alternative is to send it back to see if we can straighten the jack. Service fees and shipping costs would apply.
Note: if it cannot be repaired, the entire board would have to be replaced - which would not be a cost-effective solution as damage is not covered under warranty.
IS THE TOUCH SCREEN BREAKABLE?
Yes. All touch screens are made of glass and glass breaks. We install screen protectors against scratches, fingerprints and shattering, but an elbow or knee in the center of the screen, or a child beating on it with a fire truck, can be a big problem. For that reason, don't leave on the floor when you have crawling children. And, don't leave it on the bed where you might accidentally put your elbow through it. Dropping the tablet is not as big an issue unless it hits just right on a hard surface. If going out with it, keep your tablet in a case that covers the screen.
We get very few requests to replace screens, but if something stupid happens, then let us know. We always have replacement screens in stock that we can install for you - pretty much at our cost. And, unless you live in a high risk environment, buying insurance for this purpose is probably a waste of money.
HOW DO I PUT MY FAMILY PHOTOS ON THE TABLET AND VIEW THEM IN THE SLIDESHOW APP?
To add photos to your tablet that you can view with the installed slideshow program,
please use the following procedure:
Copy the photos you want onto a flash drive (also called a USB thumb drive). If
they exist on a phone, you may want to copy them to a computer first and then
on to a USB drive from there. Make sure you have all of your photos in a folder
when on the drive and not loosely scattered on the drive. This will make it
easier to copy and select the group. Name the file folder 'FAMILY PHOTOS' or
something you easily recognize.
Once you have them copied, use the small USB size-reduction adapter that was
included with your tablet and attach it to the end of the flash drive. This will
allow you to insert the correct size tip into the tablet.
With the tablet on, insert the drive into the USB jack on the tablet. You should
see the 'CX File Explorer' program open upon recognition of the inserted drive.
(If a pop up asks you for permission, tap 'Always' and accept the request.)
At the bottom of the CX File Explorer main screen, you should see a number of
round icons. Tap the icon, second from the left, which has the USB icon and the
name of your flash drive.
This will show you all of the files and folders on your flash drive. If you have all of your desired photos in a single folder, scroll down until you find that folder
and select it by checking the box on the right.
A toolbar will appear at the bottom of the screen - select 'Copy'.
Tap the back arrow in the top left of the screen and then tap 'Main Storage'.
Scroll down to 'Pictures' and select it.
Tap 'Paste' in the bottom toolbar. Your photos are now loaded on your tablet.
You can carefully remove the flash drive.
Tap the 'Home' (small circle dot) icon in the very bottom toolbar to return to the
main desktop.
Now, depending on the tablet model you have and the setup you may have
configured, you will need to locate the screen that has the slideshow icon. It is
an icon of a photo, cocked on an angle, of an umbrella at the beach. Tap that
icon to start the slideshow.
The slideshow will start playing with the installed sample photos.
Tap the screen once to stop the slideshow movement and immediately tap the
icon in the lower left corner of the screen.
Now, tap the 'Explore' icon in box to the left.
Tap the 'Internal SD Card' folder.
Scroll down to the 'Pictures' folder and select.
Uncheck the box to the right of the 'DayDream' sample photo folder.
Find the folder you created - 'FAMILY PHOTOS' (or whatever).
Check the box to the right of this folder.
Select the play icon in the far right of the bottom toolbar.
You will now see a slideshow of your photos, displayed randomly, each time you
tap the slideshow icon on your desktop. It will play until you tap the screen and
select the stop play icon in the lower right of the screen.
By the time you have finished this process, you will have also learned a lot about file management.
Enjoy.
I PUT A PASS CODE ON MY LOCK SCREEN AND NOW I CAN'T REMEMBER WHAT IT IS. CAN YOU HELP ME?
No. Unfortunately, we cannot. There is no way that anyone can get into the tablet without the code - including us. Not without sending back to us to wipe the memory clean and reload the entire configuration. There is a service charge for this service. Hopefully, you can remember or ask someone what the code is.
We do not recommend putting a pass code sequence on the lock screen. If you are worried about losing sensitive information where you live, and prefer to have your tablet locked, then make sure that you write down your code and put in a safe place.
CAN I PRINT FROM MY TABLET TO A PRINTER THAT I USE WITH MY DESKTOP COMPUTER?
Yes. Pretty much the same as with any tablet. It depends on whether there is an app available for your printer and if the printer is installed on the network. Regardless, one easy way is to copy the file to a USB flash drive and then plug it in to your computer. Or, even easier, you can always email an attachment to yourself and then open the email on the other computer and print the attachment. Or you can send a file to "the cloud" and have it sent to your computer.
However, if you don't have another computer or are in the market for new printer, there are Wi-Fi printers that don't need to be attached to a computer or that just plug right into the network. If you get one that is Google 'Cloud Print' compatible, you can print to your printer from anywhere that you can get a Wi-Fi connection. We pre-install the Cloud Print app on the tablet before we ship. Lots of ways to skin this cat.
