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Frequently Asked Questions
  • What should I do if the printer won't turn on and the indicator doesn't light up?
    For safety reasons, the printer is shipped from the factory with a low battery charge and may need to be recharged before initial use. If you recharge the printer but it still doesn't turn on after pressing and hold the power button for 2 seconds, please contact customer service to help you determine whether the printer's power button is working properly.
  • Why does the printer turn off automatically?
    1.If bluetooth is disconnected for more than 5 minutes, the device automatically shuts down if no operation is performed. 2.Bluetooth automatically shuts down if no operation is performed after 90 minutes.
  • What could cause a firmware update to fail?
    Please refer to the following troubleshooting steps: 1. Make sure the printer has enough battery. To prevent an update failure caused by power loss, firmware updates cannot be performed if the printer has low battery. 2. Make sure no other Bluetooth devices are interfering with the printer. Nearby Bluetooth devices may interfere with the printer's Bluetooth signal and prevent a firmware update. If none of these troubleshooting steps work, please return to the previous page, tap Report Error, and include the error log so technical support can resolve your issue.
  • What should I do if the printer cannot be turned off?
    Please open the paper tray cover and press the reset key with a needle.
    1.Risk of explosion if the battery is replaced by an incorrect type 2.Replacement of a battery with an incorrect type that can defeat a safeguard (for example, in the case of some lithium battery types); 3.Disposal of a battery into fire or a hot oven, or mechanically crushing or cutting of a battery, that can result in an explosion; 4.Leaving a battery in an extremely high temperature surrounding environment that can result in an explosion or the leakage of flammable liquid or gas; 5.A battery subjected to extremely low air pressure that may result in an explosion or the leakage of flammable liquid or gas.
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