Below are some common support questions:
A CHINESE 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.
A SMALL ROBOT APPEARED IN THE CENTER OF THE SCREEN WITH A MESSAGE: 'no command'.
I CAN'T RESTART THE TABLET OR MAKE SELECTIONS. WHAT DO I DO?
This is caused when you depress both the 'Power Button' and the 'Volume UP' button simultaneously when powering on the the tablet.
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.
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.
(FOR 2018-19 TABLET MODELS) I LOST MY CHARGER. CAN YOU TELL ME WHERE I CAN PURCHASE A REPLACEMENT?
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:
LA520W AC/DC CHARGERS ON AMAZON
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.
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 5V 2.0A USB 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.
(FOR 2023-2023 TABLET MODELS) I JUST RECEIVED MY TABLET AND PUT IT IN THE CARRYING CASE AND WHEN I WENT TO POWER IT ON, I GOT A 'no command' ERROR.
The problem is with the tablet cover - not the tablet. This issue didn't come up until we started shipping with the new rubber clips on the carrying case when using with this model tablet. Unfortunately, the upper right clip can shift around and depress the 'Volume Up' button on the tablet so that when you try to power it on you get the 'no command' error.
To clear it, you have to use a bent paperclip and insert into the tiny hole located just under the power button and carefully depress the button inside the hole and hold for a few seconds. The tablet will turn off. Then, move that tablet cover clip away from the volume button and power back on. As long as you are aware of what is causing it, you should be able to avoid it and won't be a problem if it slips over the button during use or when turning off. Of course, using without the carrying case, you will not have any issues.
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.
