If you have already tried to reset the device but you are still having issues with this process, we would like to kindly ask you to send us a very short video on how you are going through the resetting process so that we can investigate and, if needed, send you a replacement device.
It would be great if you could go through the following steps:
1- unplug the device and wait for 30 seconds.
2- plug the device, back, and wait for another 10 seconds. At this time, you might see a solid blue or red in addition to a solid green.
3- start the video. Press and hold the reset button. Wait until you see all lights turn on, and then let the button go immediately.
Note: the reset button is a red button on top of the device and you will need a sharp object like a pen or pin to press it.
Once we receive the video, we can resolve the problem or send you a replacement device.
Thank you for your patience.