Troubleshooting Common Issues - Ellipsis® Kids

Common Issues

Note Check out our Troubleshooting Assistant for other step-by-step solutions.

Charging Issues

  • Ensure the correct charger is used. It's always recommended to use the charger supplied with the device whenever possible.
  • Complete the following troubleshooting steps for the charger:
    1. From a Home screen, navigate: Apps icon Apps icon > Settings > Battery.
    2. Plug charger into wall outlet and then into the device.
    3. Wiggle the end of the cable that's plugged into the tablet up/down/left/right then view display to see if "Charging" appears. If so, the cable needs to be replaced.
    4. If wiggling the cable doesn't work, plug the end of the charging cable that goes into the wall adapter into another wall adapter or computer to see if "Charging" appears. If so, the wall adapter needs to be replaced.
      Note If a "low power-charger" warning appears, this is OK and proves the issue is with the adapter and not the device.
  • If the device shows no reaction when plugging in the charger, perform the following to complete a special recovery procedure:
    1. Plug the device into a computer/laptop USB port for 45 minutes.
    2. Once 45 minutes has elapsed, utilize the supplied wall charger and leave plugged in for 2 hours.
      Note Device won't charge when active (i.e. screen on, playing audio, web browsing, etc.) if charging via computer/laptop USB port or with charger other than the one supplied.
      Note It may take approximately 12 hours to fully charge the device, even if powered off or in sleep mode, if using a charger other than the one supplied.
  • Let the device charge overnight before calling back for replacement options.

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Device is Frozen/Unresponsive

Hold the Power button down for 20 seconds then release. Press the Power button again for 2-3 seconds to restart the device.
Note If the Power button method doesn't work, allow the battery to fully discharge and then recharge the device overnight as doing so may allow the device to recover if it's stuck in an active state (e.g., screen on, playing audio, web browsing, etc.)

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Device Won't Power On

  • Hold the Power button down for 20 seconds then release. Press the Power button again for 2-3 seconds to restart the device.
    Note If the Power button method doesn't work, charge the device for a minimum of 4 hours using the supplied charger or 12 hours if using a different charger.
  • Refer to Charging Issues or Charging Issues - Non-Removable Battery Devices for additional info with resolving power issues.

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Device Restarts/Reboots

  • Place the device in Safe Mode to see if the problem continues. If the device doesn't restart in safe mode, then it's likely an app is causing the issue.
  • Check the device for recently installed apps. Remove those apps to see if the problem goes away. For instructions on removing apps, refer to Uninstall Apps - Ellipsis Kids.

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Device Won't Communicate via USB Cable

  • Ensure the supplied USB cable is the one being used.
  • Check cable to make sure it is properly connected.
  • Try using a different USB cable to determine if the issue is with the cable.

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Camera Issues

  • Check the camera to see if it works with the pre-installed camera app but not other camera third-party apps that may have been installed. If pre-installed app functions properly and third-party app doesn't, avoid using the third-party app.
  • Test the functionality of front and rear cameras by following the steps below:
    1. From a Home screen, navigate Apps icon Apps icon > Camera.
    2. Tap the Settings icon Settings icon (located on the bottom-right in portrait mode and upper-right in landscape mode) then tap the Front/Rear Camera icon Front Rear Camera icon (located on the bottom) to switch camera views
    3. Repeat step 2 to ensure both cameras are tested.

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Touchscreen is Unresponsive

Caution Look carefully for cracks in the front glass. Any cracks is the glass can lead to erratic touchscreen behavior.

  1. Hold the Power button down for 20 seconds then release. Press the Power button again for 2-3 seconds to restart the device.
  2. If the touchscreen is still unresponsive, place device in Safe Mode to see if the problem continues. If the touchscreen is unresponsive after exiting safe mode, then it's likely an app is causing the issue.
  3. Remove apps one at a time to determine what app(s) is causing the issue. For instructions on removing apps, refer to Uninstall Apps - Ellipsis Kids.

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Device Won't Connect to Wi-Fi

  1. Ensure the device isn't in Airplane mode.
  2. Verify correct Wi-Fi password is being used.
  3. Check connectivity to other Wi-Fi networks.
    Note If able to connect to other networks, issue is most likely a password or router issue.
  4. Turn Wi-Fi off, wait 5 seconds then turn Wi-Fi back on via settings menu on device. Refer to Wi-Fi On/Off - Ellipsis Kids for instructions.
  5. Hold the Power button down for 20 seconds then release and press the Power button again for 2-3 seconds.

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Device Won't Connect to 4G LTE

  1. Ensure the device isn't in Airplane mode.
  2. Make sure 4G LTE SIM card is properly inserted.
  3. If SIM card is properly inserted, power the device off then remove the SIM card and re-insert it.
    Caution Failure to power the device off when inserting or removing the SIM card may damage the device and/or the SIM card.

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Display Appears Dim/Dark/Distorted

  • Check brightness settings and if display appears dark, complete the following to adjust brightness level:
    1. From a Home screen, double-swipe the status bar (black bar at the top).
    2. Tap BRIGHTNESS.
    3. Turn off Auto by tapping on the Brightness bar.
    4. Slide the Brightness bar left or right to adjust.
  • If display has pixelation issues (square dots appear on the screen), contact Verizon Wireless Customer Service at 800-922-0204 to discuss replacement options.

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Audio Input/output isn't Functioning Properly

  • Ensure the headset plug is fully inserted into headset jack.
    Note If the device and/or headset are new, it may take more force than expected to fully insert the plug into the jack.
  • Check the volume settings to make sure device isn't muted. Refer to Volume Controls - Ellipsis Kids for instructions on managing volume settings.
  • If built-in speaker audio is distorted or muffled, check if a screen protector is covering the speaker grilles on the front of the device.
  • If built-in speaker audio is distorted, reduce the volume to see if distortion goes away.

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Device Behaves Erratically

Ensure the device has the latest software version installed. To check for software updates, refer to Install System Updates - Ellipsis Kids.

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