Troubleshooting Update Issues

Step-by-Step Solutions for Common Update Problems

Keeping your Sound Capsule updated is essential for optimal performance and the best audio experience. However, like any update process, unexpected errors can sometimes occur.

This guide will help you troubleshoot potential issues and ensure a smooth update. While we can't cover every possible error, we’ll highlight common problems and best practices for resolving them.

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Prerequisites for a Successful Update

Before updating your Sound Capsule, ensure the following conditions are met:

1. A strong and stable internet connection is required to download the update.

2. All components must have enough battery to initiate the update, including:

   • The Charging Case

   • All four Stellar Mics

   • The Space Recorder

3. Ensure all kit components are properly docked and connected to the Charging Case:

   • Clean any dirt or residue from the connectors on the dock, Stellar Mics, and Space Recorder.

   • Perform a visual inspection of the pins and connectors if any part of the kit fails to connect.

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Issue: Sound Capsule Gets Stuck During the Update

If the update process freezes, try the following steps:

1. Undock and Re-dock

   • Remove and reinsert all Stellar Mics and the Space Recorder several times to ensure a proper connection.

   • Inspect the pins and connectors for dirt or debris.

2. Perform a Hard Reset

   • Hold the "V" and "O" buttons for 15-20 seconds to force a reset.

   • Follow the detailed steps in the hard reset guide.

3. Charge the Kit

   • Ensure all components have enough charge before retrying the update

If the issue persists, contact Nomono Support for assistance.

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Issue: Screen Stuck After an Update (Part 1)

If you encounter this error screen during an update, follow these steps:

1. Place the Space Recorder and all four Stellar Mics into the Charging Case.

2. Confirm that the Charging Case and all components have sufficient battery.

   1. Observe that the LEDs on all four Stellar Mics are pulsating slowly with their respective colors.
   2. Observe that there is no orange LED light next to the USB charging port on the charging case whilst the USB cable is not inserted. 
   3. Observe either pulsating or steady white light on the USB charging port on the charging case whilst the USB cable is inserted. 

1. Wait a few moments to see if the on-screen message changes.

   

2. When the message prompts you, press the up arrow button to continue.

3. Refer to the Screen Stuck After an Update (Part 2) section below if your Sound Capsule screen changes but still does not operate as normal.

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Issue: Screen Stuck After an Update (Part 2)

If your Sound Capsule is stuck on the following screen, you will need to perform a factory reset. A factory reset is done from the settings page in the Companion App.

The Factory Reset process will in this case differ slightly from the normal procedure. Follow along to this step-by-step guide to get your Sound Capsule out of this state:

Step 1 - Select Sound Capsule and Complete Initial Setup

From within the Companion App, select your Sound Capsule from the list of nearby devices. 

Afterwards you will be prompted to:

1. Name your Sound Capsule
2. Connect to a nearby WiFi network

Step 2 - Verify Sound Capsule

In order to continue you must verify your Sound Capsule. This step is not going to look like it normally does. The Sound Capsule will not display the verification code during this process, as the screen is still stuck as shown above.

1. Press "Continue" to verification
2. Press "Continue" when the pop-up window appears
3. Press "Confirm" to confirm the code - despite it not being shown on the Sound Capsule screen
4. Press "Cancel" in the top left corner when the setup is complete.

Step 3 - Enter Settings

Once inside the Sound Capsule's main control page in the Companion App, press the settings symbol in the top right corner to enter the Sound Capsule settings page. 

Step 4 - Erase Sound Capsule

Once inside the Sound Capsule settings page you can press "Erase Sound Capsule" to complete the factory reset process. 

The Sound Capsule will reboot and once it restores power you should be able to set it up like a brand new Sound Capsule, by following this guide.

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Still having issues?

If a Factory Reset is unsuccessful, please contact Nomono Support.To expedite the support, please provide the following details:

1. Sound Capsule Serial Number (found in the Companion App or underneath the Charging Case)

2. Attach a clear photograph of the screen displaying the issue to your support request.

3. Ensure a network name and IP address are visible in the grayed-out field shown on the photo above.

4. Keep the Sound Capsule powered on and connected:

   • Leave your Sound Capsule switched on and charging with all components docked.

   • Maintain a stable and strong network connection for remote troubleshooting.

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