Wand Troubleshooting

What issue are you experiencing?*

Wand won’t turn on
Batteries die within an hour or less
Charge light never turns green
Only a portion of the wand lights up
Issue with patterns and/or colors
Wand is not recognized by computer
Wand will not respond to remote
There is a gap between patterns
When I load patterns on my MAC it says not enough space
Bluetooth isn’t functioning
Difficulty updating firmware
Issue with reformatting the drive
Trouble balancing your wand
A physical issue with the wand
Other

Please try the following solutions:

Possible Cause #1: Drained batteries.
Resolution: Charge the wand via fast-charger or USB charging methods until the charging light turns from red to green. This time can vary depending on how drained the batteries are, but may take up to 6 hours
Posible Cause #2: The wand needs a reset.
Resolution: You can do this two ways. First, try holding the power button for 5-10 seconds until you see a single green LED appear and restart the wand. The other method is to remove the end cap at the master circuit board end and locate a small black button to the right of the power button opposite of the USB side. Lightly press the button with an object like a paperclip, then you should see a single green LED appear and restart the wand.
Possible Cause #3: Resolution:
The wand only responds to the remote after being physically turned on with the physical power switch on the wand. Refer to the Instruction section of this page for more info.
Possible Cause #4: Possible faulty USB charger or cable
Try charging with your computer to rule out a defective wall charger. If it still does not take a charge, try a different USB cable with a long metal prong, or contact us to get a new one shipped to you.
Possible Cause #5: The wand is stuck in bootloader mode
If you unplug the wand from your computer or the USB cable gets jostled while updating the firmware, the wand can get stuck in bootloader mode. In order to resolve this, plug your wand into the computer, turn the wand on and open the firmware updater. On the bottom, WAND STATUS should say "BOOTLOADER" then select the proper firmware version and "Update Firmware." The wand should then successfully finish the update and begin scrolling through the RGB pattern cycle.

Did any of these solutions work for you?

Yes
No

Please attach photo*

Has the wand been exposed to moisture? (ex, a damp night at a festival)

Yes
No

Did this occur during a firmware update?

Yes
No

Instructions

Re-download the new firmware here, then click "update". The wand should still update even though it doesn't turn on. Give it a minute, and if it doesn't do the trick, then press the power button and try clicking "update" again.

If we have already sent you one of our cables for testing, and your hoop will not turn on, please select 'Will not turn on' below.

If we have already sent you a cable to test and you are still having trouble besides a lack of power, please select 'Other trouble' below.

Will not turn on
Other trouble

Please let us know if you have already received another cable from us for troubleshooting

Please try the following solutions:

Possible Cause #1

Brightness is set to 100% and/or using primarily solid patterns.

Resolution: Reduce the brightness or use less power-hungry patterns. Options below:

Go into your settings file in the Phoenix drive and lower the number next to set BRIGHTNESS
Use the left blue arrow on the remote to dim the brightness. Although setting the hoop to full brightness is possible, it's generally not recommended because it will drain the batteries quicker than less brightness. Also, solid color patterns are tougher on the batteries than strobe or chase patterns (full brightness on the Phoenix is 255). A hoop with bright settings may last about an hour, and a hoop with low brightness can last more than 2 hours.

Posible Cause #2

Possible faulty USB charger or cable.

Resolution: Try charging with your computer to rule out a defective wall charger. If it still does not take a charge, try a different USB cable with a long metal prong, or contact us to get a new one shipped to you.

Did any of these solutions work for you?

Yes
No

ONLY A PORTION OF THE WAND LIGHTS UP: Please try the following solutions:

Possible Cause #1: An LED is malfunctioning.
Resolution:There may be an issue with the solder connection on the LED and it will have to be sent in for repair.
Posible Cause #2: The wand needs a reset.
Resolution:You can do this two ways. First try holding the power button for 5 seconds until you see a single green LED appear and restart the wand. Remove the end cap the wand master circuit board end and locate a small black button to the right of the power button, opposite of the USB side. Lightly press the button with an object like a paperclip, then you should see a single green LED appear and restart the wand.

Did any of these solutions work for you?

Yes
No

Please try the following solutions:

Possible Cause #1

The wand is not fully charged.

Resolution: You may need to keep the wand on a charge longer. If the batteries are not fully charged, the indicator light will remain red. It may take up to 10 hours to charge IF the wand’s batteries are extremely dead. Typically, the wand will charge at a much faster rate.

Posible Cause #2

This may be caused by the charging chip not recognizing that the wand is fully charged. Don’t worry though, if your wand is fully charged by either of the methods below, the charge light does not affect the function of the wand at all.

Resolution: Try unplugging the USB cable and then replugging it in. If the light turned green the wand is fully charged.

Resolution: You can test battery levels by unplugging the wand, turning the wand on and using the bottom pink button of your remote to activate the battery level indicator.

Did any of these solutions work for you?

Yes
No

Please try the following solutions:

Possible Cause #1

A break in the LED string.

Resolution: Try flexing the hoop at the point that the LEDs appear to stop. If they come on and turn off again, please fill out the service request form.

Possible Cause #2

The hoop needs a reset.

Resolution 1: You can do this two ways. First, try holding the power button for 5 seconds until you see a single green LED appear and restart the hoop. The other method is to open the hoop and locate a small grey button on the end of the circuit board. Lightly press the button with an object like a hairpin, then you should see a single green LED appear and restart the hoop.

Resolution 2: With the hoop off, hold the AV/TV remote button (bottom pink button) and turn the hoop on (The hoop should flash a couple of times to indicate a successful reset).

Possible Cause #3

The hoop's set NUM_LED setting is incorrect in the settings.cfg file

Resolution: If the last few LEDs are not lighting up, you may need to properly set the number of LEDs in the settings file. Access the settings.cfg file in your Phoenix drive and set NUM_LED to a number that safely covers the number of LEDs for your hoop size: 31" = 150, 33" = 160, 35" = 170

* Feel free to add a few extra just to be safe. It will not effect the hoop.

Possible Cause #4

Brightness is set to 100% and/or using primarily solid patterns.

Resolution: Reduce the brightness or use less power-hungry patterns. Options below:

Go into your settings file in the Phoenix drive and lower the number next to set_BRIGHTNESS.
Use the left blue arrow on the remote to dim the brightness.

Possible Cause #5

The hoop's batteries are getting low.

Resolution: Charge the hoop fully for about 8 hours.

Did any of these solutions work for you?

Yes
No

Does the glitch still occur when the hoop is fully charged?

Yes
No

Have you added any new patterns or files recently?

Yes
No

Do you have a script on your hoop?

Yes
No

Do the LEDs gradually dull or discolor towards the end of the strip?

Yes
No

Is the hoop still turning on?

Yes
No

Has the entire metal power button fallen off?

Yes
No

Can you still turn the hoop on if you gently press the Internal Reset button with a hairpin?

Yes
No

Do you still need assistance?

Yes
No

Please try the following solutions:

Possible Cause #1

Dead battery in the remote.

Resolution: First try the spare remote to see if the hoop responds to it. Or simply replace the battery in the remote with CR2025 batteries.

Possible Cause #2

Bad remote. Every now and then a good remote goes bad.

Resolution: Fill out service request form stating you need a new remote to test.

Resolution 2: With the hoop off, hold the AV/TV remote button (bottom pink button) and turn the hoop on (the hoop should flash

Possible Cause #3

Autoplay is on.

Resolution: If the up and down channels won't work, that means Autoplay is on. Turn autoplay OFF by pushing the green button again and hoop should flash red. If the hoop flashes blue, that means you have turned autoplay on.

Possible Cause #4

The settings file is incorrectly programmed.

Resolution: Zip up your Phoenix drive with all the patterns and settings files and attach it to the service request form.

Did any of these solutions work for you?

Yes
No

Please try the following solutions:

The tubing has cracked.: Resolution: Replace the tubing. Tubing is not covered under warranty due to the nature of hooping. However, we provide the service of re-tubing for $35. Please fill out the service request form by selecting "No" below.
The tubing was warped upon arrival.: Resolution: If you keep the hoop in the open and connected position for 2-3 days (ideally hanging from a hook with the warped side down), it usually goes back to shape with the help of gravity. You can even try setting it flat in the warm (not hot) sun to help warm the hoop back to its natural shape. If after 2-3 days the hoop is still not shaping well, please fill out the service request form by clicking "No" below and filling out the Service Request Form. Include a photo for evaluation.

Did any of these solutions work for you?

Yes
No

Please try the following solutions:

Please note: When plugged into the computer or turned on while charging, it is perfectly normal for the hoop to sparkle or cycle through RGB.

If you see a Red Blue and Green sequence while hoop is in normal ON mode...

Possible Cause #1

This could be caused if a setting file is saved incorrectly or is corrupt.

Resolution 1: Turn the hoop off. Press the bottom pink "AVTV" button on the remote and then turn the hoop on while holding the red power button. This will reset the hoop to default settings.

Resolution 2: Plug the hoop into your computer and delete the "settings.cfg" file from the hoop. You can get a factory settings file from our Hoop Load Files under the TUTORIAL section of the Phoenix Shop page.

Resolution 3: Reformat the reload with instructions found in the TUTORIAL section of the Phoenix Shop page.

If you see a flashing red pattern...

Possible Cause #1

The file you have uploaded does not follow guidelines.

Resolution: Check your files in the Phoenix drive to make sure they follow all guidelines below:

Pattern names should only contain letters, numbers, '_' and '-'. Do not use spaces or periods within the pattern name (there is also a 32 character limit).
The patterns must be saved as a Bitmap (.bmp) file format.

Possible Cause #2

The file you are telling the hoop to play in the settings file is not loaded onto the hoop.

Resolution: Open the settings file, see what the last line for the pattern says for the hoop to begin with (play X.bmp). Add that pattern to your hoop drive.

Did any of these solutions work for you?

Yes
No

Have you added another pattern from a different smart hoop?

Yes
No

Sometimes uploading a pattern from a different hoop can leave hidden corrupt files on the Phoenix. Reformat and reload with instructions found in the TUTORIAL section of the Phoenix Shop Page. If you are still having trouble, please zip up your Phoenix drive files and attach to the Service Request form below.

Still having trouble?

Yes
No

Please zip up your Phoenix drive files and attach to the Service Request form below.

Please try the following solutions:

Resolution #1: Try a different USB cable or computer, preferably a PC.
Resolution #2: Reboot your computer and install all updates necessary.
Resolution #3: Try an internal reset while connected to the computer. Open the hoop and locate a small grey button on the end of the circuit board. Lightly press the button with an object like a hairpin.

Did any of these solutions work for you?

Yes
No

Will the hoop connect to a different computer?

Yes
No

Is this a recent occurrence?

Yes
No

Is the hoop still fully charging with the USB cable?

Yes
No

Please try the following solutions:

Resolution #1: Uninstall and reinstall the app
Resolution #2: Go to the settings file in your Phoenix drive and make sure ENABLE_BLUETOOTH is set to the number 1.
Resolution #3: Go to the Patterns tab on your phone and click "Refresh Info".

Did any of these solutions work for you?

Yes
No

Please try the following solutions:

If hoop status is stuck on "Bootloader" or it will not turn on after update...

Re-download the new firmware HERE, then click "Update Firmware". The hoop should still update even though it doesn't turn on. Give it a minute, and if it doesn't do the trick, then press the power button and try clicking "Update Firmware" again.

If hoop is "Waiting for bootloader"...

Delete the runnow.cfg from your hoop if you have this file. If not, skip this step.
Open your settings.cfg file on your hoop in notepad.
Add a line at the top of the file that reads "bootloader" without the quotes.
Save and close the file
Unplug the hoop and wait for the LEDs to turn off.
Plug the hoop back in and the updater program should now find the hoop in bootloader mode and continue through the update.
When the update is finished and the hoop turns back on, open the settings.cfg file again and DELETE the line that you added that reads "bootloader".
Save and close the file and unplug the hoop. The hoop should now be updated properly.

If program says: Bootloader found. No Device present. Update failed.

Delete the current version of updater you have on your computer
Go back to our website and download the newly updated version HERE
Plug your hoop back in and press power, then try selecting "Update Firmware"

Did any of these solutions work for you?

Yes
No

Instructions

If we have already sent you one of our cables for testing, and your hoop will not turn on, please select 'Will not turn on' below.

If we have already sent you a cable to test and you are still having trouble besides a lack of power, please select 'Other trouble' below. I have tried your troubleshooting techniques and need a new cable for testing.

Will not turn on
Other trouble

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