Troubleshooting
Start with the simplest checks before reflashing firmware or disassembling a device.
First checks
- Confirm the product matches the documentation page.
- Reseat cables and connectors.
- Test with a known-good USB cable, power supply, controller, display, or device.
- Confirm firmware version and configuration file.
- Reproduce the issue with the shell open before final assembly when safe.
Common issues
| Symptom | Check first | Next step |
|---|---|---|
| No power | Power cable and connector seating | Test another cable or adapter |
| No display | Ribbon cable orientation | Reopen and inspect the connector |
| Buttons do not respond | Input mode or firmware | Load the recommended configuration |
| Device disconnects | USB cable quality | Try a short, data-capable cable |
| Unexpected behavior after update | Wrong firmware variant | Reflash the correct product package |
Support request checklist
Include these details when contacting support:
- Shopify order number
- Product name
- Device model and revision
- Firmware version
- Clear photos of the installation
- Short video of the issue when helpful