Troubleshoot: My Base is not working
Ben Cipollini avatar
Written by Ben Cipollini
Updated over a week ago

Occasionally, a Base can get in a bad state from handling multiple unexpected events at once. Many times these will resolve on their own; at times, manual intervention is needed.

Troubleshooting a Base not playing sounds, but LEDs show properly when pressing the Base Button

  1. Please onboard your Base again. There are rare cases where the Base is having trouble with the Wifi (you will see three blue flashes, indicating a failed connection), and this prevents playing of the sound. Onboarding your Base again (all data will be preserved) will reset the Wifi data and at times "unsticks" the Base.

Troubleshooting an unresponsive base with the LED on

  1. Determine the type of LED flashing in our hardware support article.

  2. Wait for the Base to complete its operation, and the LED to turn off.

  3. Follow the steps below if it takes more than an hour to resolve.

Note: you can always try pressing the Base Button twice within 1 second, to cancel any current operation of the Base.

  • When the Base is unplugged, this should turn off any LED;

  • When plugged in, this should turn off any LED other than the charging / charged green LED.

Troubleshooting an unresponsive base with the LED off

Level 1: Ensure Base is Charged

If the Base is not charged, it will be unresponsive. A quick flashing green light indicates a Base with low battery

  1. Ensure the Base battery level is above 20% by leaving it plugged in for 4 hours.

Level 2: Things To Try (in this order)

Try each unlock procedure listed below. Then, press the base button to see if the base turns on. Move on to the next if not working

  1. Plug in the Base

  2. Unplug the Base

  3. Factory reset: press the Base Button 4x, holding on the 5th for 10 seconds

  4. Hardware reset: there's a hidden button in the speaker grill, the size of one hole. Click once with the Button linking tool.

Level 3: Run the battery down to zero

  1. Unplug your Base, and keep it running on battery power until it completely loses all charge (0%). Note: this can take quite a long time; the battery is designed to last at least 2 weeks without a charge.

  2. When the battery is fully dead, then charge the Base.

This can help reset os of the hardware components that a few customers have reported as "stuck".

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