Frequently Asked Questions
- Q: Why won't my device turn on?
- Q: Why won't this unit connect to wifi?
- Q: Why won't this unit connect to Ethernet?
- Q: Why does my unit have scratches/bubbles on the screen?
- Q: Should I perform a Firmware Update?
- Q: Why don't I see a firmware version for my model?
- Q: How do I perform a Factory Data Reset?
- Q: How do I perform a hard reset?
- Q: Why is my tablet stuck at boot up, and the Android screen will not go away?
- Q: Why is my screen showing a bunch of plus signs?
- Q: Why does my screen not respond properly when I use the touchscreen?
- Q: How do I set the correct time on the device?
- Q: Flash accidently got uninstalled or doesn't work. What do I do?
- Q: How do I add the Google Play Store?
- Q: Where else can I download apps besides the Google Play Store aka Android Market?
- Q: Why can't I download apps?
- Q: Will the tablet support NetFlix and Skype?
- Q: How long should my battery last after charging?
- Q: My tablet's screen is not responding to my finger touch. Why is that?
- Q: Doesn't this 10" tablet come with a stylus?
- Q: I don't remember my password, what can I do?
- Q: Why can't I get email to work?
- Q: Why does this weather app show military time and won't update my location?
- Q: My screen cracked, can you fix this one or send me a replacement?
- Q: My tablet says "Unfortunately, the process com.google.process.gapps has stopped" on the screen. What do I do?
- Q: Why does my tablet say "com.android.provision.DefaultActivity" on the screen?
Q: Why won't my device turn on?
Make sure your tablet has been charged for at least four hours prior to use. When plugging in the cable, make sure you are not accidentally plugging it into the headphone jack. Also, the power button is on the side (for tablets) and not the one on the front of the touchscreen. The button on the front is for navigation.
Q: Why won't this unit connect to wifi?
First, make sure you can see your wireless router from your unit at your location. Depending on the version of Android, this will either be under Settings->Wifi or Settings->Wireless & Networks->Wifi Settings. From here you should see the SSID (name) of your router.
Tap on the name of your router and make sure it reflects either WPA or an open network.
- If the network is open you should be able to immediately connect.
- If WEP is in use you will need to reconfigure the router as WEP is not supported since it is notoriously insecure. If your router is provided by your Internet provider your best bet is to call their tech support to adjust this setting and get a new password. Otherwise you may need to find your router manual or go online and find a digitized copy of the manual, login as administrator, and make the network WPA.
- If WPA is in use, you will be prompted for your password. We suggest you tap on the "Show Password" checkbox so you can see your characters as you input them. Note passwords are case sensitive and WPA passwords are a minimum of eight characters. If you don't know your password, sometimes your router will have a label on the device itself with "Key" or something similar listed. Otherwise, you may need to administer your router or contact your Internet Service Provider.
Once the tablet is connecting, you will get a brief message of &"Obtaining IP Address. This means the unit is on the network and you are good to go. However, if you receive "Authentication Error" or the unit just keeps trying to connect and failing, this means the password is incorrect.
If you do not see your network, or if the connection is intermittent, you may need to power cycle your router. This basically means unplugging the router for about 10 seconds and then powering it back up. This actually solves the vast majority of peoples connectivity problems. If you still cannot get connected, its a good idea to take the unit with you while running errands and see if you can connect to free hotspotssuch as coffee shops, restaurants, libraries, etc to verify the wireless component is operation and to verify that it is an issue with your network and not the unit.
Lastly, make sure you havent accidentally checked Ethernet. If Ethernet is checked, it must be disabled for Wireless, and visa-versa.
Q: Why won't this unit connect to Ethernet?
Assuming your unit does have the RJ45 port, you want to make sure that Wireless is turned off. If wifi is on, it will negate the Ethernet connection.
Q: Why does my unit have scratches/bubbles on the screen?
These units ship with a very fine plastic film to protect the item in transit. This film is intended to be removed prior to use. Sometimes this takes a strong fingernail or some similar item to peel it off.
Q: Should I perform a Firmware Update?
Not necessarily. This is actually intended if obscure issues with the tablet occur. Unless you are having issues with the tablet which a Factory Data Reset has not resolved, it is not advised that you perform this step.
However, if you are sure you wish to attempt this procedure, please visit the following link for available firmware downloads and the instructions on how to perform the update:
Q: Why don't I see a firmware version for my model?
We are always working on providing the latest and best firmware for all of our devices. If you don't see your specific model listed, please check back soon.
Q: How do I perform a Factory Data Reset?
Depending on the Android version, this will either be under Settings->Privacy or Settings->Backup & Reset. This will wipe all personal data from the device. This also quite often resolves issues with the unit not working properly.
Q: How do I perform a hard reset?
Most of the tablets have a small reset button of pinhole on the side or back of the unit. This will reset the device if it is frozen. Optionally pressing the power button in for a few seconds should work as well.
Q: Why is my tablet stuck at boot up, and the Android screen will not go away?
Please see above: Should I perform a Firmware Update?
Q: Why is my screen showing a bunch of plus signs?
This is actually the screen calibration which must be performed after a Factory Data Reset. We suggest you put the tablet down on a desk, and then very precisely tap on each of the symbols/registration marks so that the tablet will be recalibrated. Note this can be a very finicky process and if it fails it will take you back to the beginning of the calibration procedure. Once it is successful you can get to the home screen.
Q: Why does my screen not respond properly when I use the touchscreen?
This may be a couple of different things. If this only occurs when charging from a power supply, this may be due to noise from the power source not being adequately filtered out. You may wish to give the unit a full charge and then disconnect from power for use, or, if possible, charge with a USB cable instead. Otherwise, your screen calibration may be off. To correct this, check for Settings->Touchpad Calibration to see if you can recalibrate this to resolve the issue.
Q: How do I set the correct time on the device?
Navigate to Settings->Date/Time. Now you want to make sure Automatic Date & Time is unchecked. Now choose Select Time Zone. Once you have selected your time zone (which is sorted by GMT values) you can either manually enter the time and date, or if you are on the Internet, you can check Automatic or Network Provided Values and then the unit will sync exactly via atomic time servers.
Q: Flash accidently got uninstalled or doesn't work. What do I do?
To reinstall Flash 10.1, you can go to http://goo.gl/ZND0e, browse to Apps folder, and then click on the Flash APK installer.
Q: How do I add the Google Play Store?
This comes preloaded with Android 4.0. For earlier versions of Android, this will automatically update in time. However, you can force the replacement of the Android Market with the Google Play Store by going to the following link:
Q: Where else can I download apps besides the Google Playstore aka Android Market?
If you have an Amazon account, you can also access the Amazon Android App Store for many other apps, both free and paid ones. Use the following link from your tablet's web browser:
Q: Why can't I download apps?
Assuming you have already added a Google Account to the tablet, you may have run into a rare issue with some Android 2.2 tablets. Please try the following and you should not see this problem arise again.
- Connect your tablet to the Internet.
- Open Market and then tap on Home (launcher) to close
- Now that the Market is running, go to Settings->Applications->Manage->Running
- Tap Market
- – Clear Cache (NOT CLEAR DATA!!!)
- – Force Stop
- Go back to list of running apps
- Tap Google Services Framework
- Tap Clear Data and confirm
- Tap Force Stop
- Go back to main screen
- Open Android Market (this will generate an error – this is what we want)
- Shutdown and restart the tablet. Wait for your wireless to connect and for the system to finish loading
- Open Android Market.
Q: Will the tablet support NetFlix and Skype?
If your tablet has at least 1GB RAM and 1GHzprocessor, it will support these apps. Note that the most recent version of NetFlix does not work for some reason. In this case, you can download a version of NetFlix that will work on your tablet by doing the following from the tablet itself:
- Open the browser
- In the browser address bar, type in http://tinyurl.com/nflx180
- Your tablet will now download the APK installer for Netflix. It will overwrite another version if present, and you good to go once you sign in with your account.
Q: How long should my battery last after charging?
As for battery life, this depends on which model tablet you use. Our Android 2.2 tablets usually average around 1-4 hours. The Android 4.0 tablets approximately twice that. However, that is totally relative to factors such as how bright the screen is during use, how often it is using the wireless connection, what background processes are running, if you are using a Live Wallpaper, and more. It is very difficult to estimate the duration of a full charge in consideration of these issues. If this seems like abnormally poor performance, just let us know.
Q: My tablet's screen is not responding to my finger touch. Why is that?
The touchscreen for your tablet may be resistive, meaning that you need to apply light pressure. Resistive touchscreens are versatile as they can be operated with a finger, a fingernail, a stylus or any other object. Capacitive touchscreens are different and work by sensing the conductive properties of an object, usually the skin on your fingertip.
Q: Doesn't this 10" tablet come with a stylus?
Many of our 10" resistive tablets come with a stylus built into the unit. When holding the tablet facing you and horizontally with the camera on top of the screen; please check the upper left hand corner. The stylus will slide in and out of the tablet for storage, when not in use.
Q: I don't remember my password, what can I do?
If you have previously added a Google account, you may be prompted for a password reminder if you fail the security 4 or 5 times. Otherwise, please refer to Should I perform a Firmware Update?
Q: Why can't I get email to work?
The Email app is included for certain email services. If you are a regular email of Gmail, Hotmail, Yahoo, etc, you may be better served if you download their custom app. Otherwise, you can configure your email to work assuming you know the username, POP and SMTP servers and ports. Most of our customers use the email app by their email service, however.
Q: Why does this weather app shows military time and won't update my location?
This is actually a "widget" and, as with many apps, is included preloaded to get you going. However, this specific widget does not have any option outside of military time. It is recommended that instead of using this that you remove it and download some newer weather widgets, such as WeatherBug, Accuweather, etc. This principle applies to some of the preloaded apps. There is no need to stick with the apps that came preloaded, as new apps and widgets are introduced daily and download new software that is part of the experience of using tablets.
Q: My screen cracked, can you fix this one or send me a replacement?
The one year warranty for the tablets only covers manufacturing defects or malfunctioning hardware and therefore we cannot honor an exchange. If your unit is covered by a SquareTrade Warranty, reportedly they can cover this damage. Note that we are not affiliated with this company. Also, we do not provide repair services nor replacement parts. However, some customers have reported success with replacement kits ordered online by searching for Do It Yourself, repair kit, tablet and screen as search terms.
Q: My tablet says "Unfortunately, the process com.google.process.gapps has stopped" on the screen. What do I do?
Please try the following:
- Go to Settings -> Apps -> All
- Select Google Services Framework.
- Choose Clear Data and confirm.
- Select Force Stop and confirm.
- Reboot the device
Q: Why does my tablet say "com.android.provision.DefaultActivity" on the screen?
This basically is a software installation wizard and this means the tablet is updating some components. Give the tablet a few minutes and you will see "Install done!" and then the introductory screens for those new to the Android operating system.