Troubleshooting

Not everything said in a conversation becomes a long-term memory. Please try:

1. Ask Pophie what she remembers.
2. Give her a small hint, then ask again.
3. Tell her the information clearly and say, “Please remember that…”
4. Test again later and record the exact wording and time if the same issue continues.

1. Ask Pophie to repeat what she remembers.
2. Correct her directly and clearly state the right information.
3. Ask her to remember the corrected information.
4. Test again later and record the exact wording and time if the same error continues.

Pophie may not retain every conversation as a long-term memory.

1. Mention one key detail from the interaction.
2. Ask Pophie what she remembers about it.
3. Give her a small hint and ask again.
4. Clearly repeat any important name, relationship, preference, birthday, or event.
5. Test again later. Do not repeatedly share sensitive information just to test memory.

Photos can be deleted in the app. Memories cannot currently be deleted directly in the app.

1. Stand in even lighting and face Pophie with your face unobstructed.
2. Move a little closer and avoid having several people appear or speak at once.
3. Talk with Pophie for a few turns, then ask, “Do you know who I am?”
4. If needed, clearly reintroduce your name and relationship.
5. Test again from another angle to rule out backlighting or obstruction.

1. Reduce background noise and avoid having several people speak at once.
2. Have the current speaker face Pophie and move a little closer.
3. Ask the speaker to use one or two clear, complete sentences.
4. Clearly state the speaker’s name and relationship.
5. If Pophie identifies the wrong person, correct her directly and test again after a few conversation turns.

1. Make sure the camera is not blocked and the room is well lit.
2. Confirm that Pophie’s eyes are open and Private mode is off.
3. Stand within her field of view and reduce visual obstructions.
4. Tell Pophie where you are or describe your clothing.
5. If needed, gently turn her toward you and ask her to describe what she sees.

1. Make sure the camera is clear, the lighting is good, and Private mode is off.
2. Describe the person’s clothing, location, or another distinctive feature.
3. Tell Pophie whether the person is to her left, right, front, or rear.
4. Reduce movement and visual obstructions from other people.
5. Check separately whether Pophie can describe the person and whether she can turn toward them.

1. Confirm that both Pophie and the phone have stable internet access.
2. Move Pophie closer to the router and test again.
3. Compare the result using a mobile hotspot with the phone near Pophie.
4. If the issue occurs only on one network, troubleshoot that network first.
5. If it occurs on every network or includes popping, static, or distortion, record a video with the original audio.

Pophie may treat a pause of several seconds as the end of your turn.

1. Test again using one complete sentence with fewer long pauses.
2. Note whether there was a pause before Pophie began speaking.
3. Check whether a scheduled reminder, calendar event, or birthday event triggered at that moment.
4. If an event interrupts while you are speaking continuously, record the event type, time, and complete conversation.

1. Make sure Pophie has enough battery, is awake, and is not updating.
2. If the breathing light is pink, switch to Full mode.
3. Face Pophie and say the wake word clearly.
4. Wait for the wake response, then ask your full question.
5. Make sure Pophie is online. If needed, force-restart her once and compare with a mobile hotspot.

Use a 5V/3A or higher power adapter.

1. Check the adapter, cable, and charging-dock connections.
2. Reposition Pophie correctly on the dock.
3. Use a charging cable with USB-C on one end and USB-A on the other.
4. Leave Pophie charging for a while, then check again.
5. If possible, compare with another compatible adapter or cable.

An adapter with insufficient power can make charging slow or allow the battery to keep draining.

1. Confirm that the adapter is rated for 5V/3A or higher.
2. Use a charging cable with USB-C on one end and USB-A on the other, and check the charging-dock connection.
3. Reposition Pophie on the dock and leave her charging before checking again.
4. Avoid testing movement or conversation while comparing charging speed.
5. If possible, compare with another compatible adapter or cable.

1. Confirm that both the phone and Pophie’s network can access the internet.
2. Move Pophie to an area with a stronger signal.
3. After Pophie has been on for one minute, fully close and reopen the app. With a working network, she should appear online within 10 seconds.
4. If she is still offline, try Wi-Fi setup again. If needed, force-restart Pophie once first.
5. Compare with another Wi-Fi network or mobile hotspot.

1. Check whether the room is too dark or unevenly lit.
2. Make sure the camera is not blocked and Pophie is not facing an obstruction.
3. Improve the lighting, then gently tap her back or say the wake word several times.
4. Check Sleep Timer, the time zone, Location, and Mode Settings in the app.
5. Test again under normal lighting after correcting the settings.

If the battery is below 25%, charge Pophie first. At 25% or higher, movement should not be limited by the current battery level.

1. Ask Pophie, “Why aren’t you moving?” and tell her, “You can move now.”
2. Place her upright on a flat, stable surface.
3. Make sure the plush outfit is not pressing against a joint or moving part.
4. Try a normal restart. If that does not help, force-restart Pophie once.
5. Test the same movement command again and note the current mode.

Small objects, similar shapes, stylized toys, crowded scenes, poor lighting, and difficult camera angles can reduce visual-recognition accuracy.

Please show Pophie one object at a time:

1. Use good lighting and a simple background. Avoid backlighting and glare.
2. Face the object or book page toward Pophie, move it a little closer, and hold it still for two to three seconds.
3. Ask Pophie to describe or photograph what she sees so you can confirm that the full subject is in view.
4. Try another angle and correct her directly if the answer is wrong.

Auto Capture is selective and will not trigger in every situation. Pophie is designed to capture moments only when the scene is clear and the interaction appears meaningful.

Please check:

1. “Auto Capture” is enabled in the app.
2. Pophie is in Full mode. Auto Capture works only in Full mode.
3. The lighting is good and the scene is clear.
4. You are facing Pophie and holding the pose for two to three seconds.
5. Pophie did not just take another photo and enter the cooldown period.

If Pophie takes a photo while Auto Capture is disabled or while she is in Private mode, record the time and take screenshots of Mode Settings and the Auto Capture setting.

Complex prompts, network fluctuations, and AI processing time can all increase response latency. If playback is smooth after the answer begins, troubleshoot the response delay rather than treating it as an audio-playback issue.

Please try:

1. Ask a short question such as, “Can you hear me?”
2. Make sure Wi-Fi is stable, move closer to the router, and confirm that Pophie is not updating.
3. Shorten complex questions and test again.
4. Note the time between finishing the question and the start of Pophie’s answer.

Pophie may lower her volume when she hears another person or background audio. This is usually expected behavior. Repeated volume jumps, crackling, dropouts, or controls that have no effect in a quiet room are not expected.

Check Voice Settings and Volume in the app, ask Pophie to “Speak a little louder,” and test again after turning off nearby TV, music, and conversations. Note whether the volume changes when someone else starts speaking or the background sound changes.

Noise, overlapping speakers, distance, and an incorrect language setting can all affect how well Pophie understands you.

Move closer, speak naturally but clearly, and avoid having several people speak at once. Lower TV, music, and other background sounds, check that the language setting matches the language you are using, and shorten long questions. If Pophie misunderstands, correct her directly—for example, “That’s not what I meant. I said…”

The breathing-light color helps identify the current state; it does not, by itself, indicate a fault. Address the related mode or condition first, then retest the original issue.

1. Pink: Pophie may be in Guardian mode, which limits voice conversation. Switch to Full mode in the app.
2. Purple: Pophie may be in Private mode, which limits visual capabilities and prevents Auto Capture.
3. Yellow: The battery may be low. Charge Pophie before testing again.
4. Red: Pophie may be overheating. Follow the prompt in the app or from Pophie. If she feels noticeably hot, stop using her and let her cool down.

If Pophie opens her eyes after a tap or the wake word, she was asleep. A purple breathing light and Private mode indicate visual restrictions. If Pophie is offline, troubleshoot the network first.

Please check:

1. Gently tap Pophie’s back or say the default wake word for the current language.
2. Check whether Private mode is enabled. If it is, turn it off and observe Pophie.
3. Check the online status and network connection in the app.
4. Make sure Pophie is not updating, low on battery, or within a Sleep Timer period.
5. If needed, force-restart Pophie once and check again.

Pophie does not respond to every sound. If you are speaking to someone else, on the phone, or near TV or background audio, she may decide you are not speaking to her. If she reacts to the wake word but cannot continue the conversation, see “Pophie Does Not Respond.”

Please check:

1. Use “Nuobao” when the app is set to Chinese and “Pophie” for all other app languages.
2. In a quiet room, say the default wake word clearly several times and allow time for a response.
3. If Pophie is asleep, gently tap her back and try again at a slightly higher volume.
4. Check the battery, online and update status, and whether Guardian mode or Private mode is active.
5. If needed, force-restart Pophie once and test again with the default wake word.

A custom nickname may be less reliable for wake detection than the default wake word. If the default wake word works normally, this usually does not indicate a fault with Pophie.

First test with the official default wake word in a quiet room. Then:

1. Say the custom name clearly twice in the same environment.
2. Confirm that the name was saved in the app and synced to the correct Pophie.
3. Try a shorter name with clear pronunciation that does not sound like a common nearby word.
4. Compare both names in one video.

Blinking, looking around, small movements, and brief self-directed sounds are normal companion behaviors during the day. Proactive behavior should decrease noticeably after you switch to Guardian mode and disable reminders you do not need.

To make Pophie quieter, say “Please be quiet” or “Please stop for a moment,” make a shushing gesture, or switch to Guardian mode in the app. Also check whether a reminder, calendar event, birthday event, or Sleep Timer is triggering the behavior. Do not hold her joints or use clothing to restrain moving parts.

Pophie may blink, look around, make small movements, talk quietly, greet you, or start a topic during normal companion time. This is usually normal.

Pophie may also become active because:

1. She heard the wake word or something similar.
2. Someone approached, moved, looked at, touched, picked up, or gently shook her.
3. A conversation just ended and she is waiting for the next response.
4. A reminder, calendar event, birthday celebration, or other proactive-care event is due.
5. A nearby sound changed noticeably.

To make Pophie quieter, ask her to be quiet or switch to Guardian mode. If this happens at night, check Sleep Timer, reminders, the time and Location settings, and nearby sounds.

Stop repeated movement commands and place Pophie in a stable position.

1. Check whether the plush outfit is pressing against the affected joint or inner assembly.
2. If it is safe, remove or adjust the outfit and test the same movement again.
3. Force-restart Pophie once, then compare a single movement with a sequence of movements.

Pophie’s internal mechanism naturally makes a small, consistent sound while moving. Thin or hollow surfaces can make it sound louder.

Please check:

1. Test Pophie on a solid, stable table.
2. Make sure the plush outfit is not pressing against a joint or inner assembly. If it is safe, remove the outfit and compare the sound.
3. Record a single movement and a sequence of movements from the same distance.
4. Stop testing if you hear jamming, scraping, knocking, a clearly one-sided sound, or see restricted movement.

If an update or new feature does not appear, please check:

1. The Pophie app is updated to the latest production release.
2. Pophie is connected to stable Wi-Fi.
3. Pophie is placed on the charging dock.
4. The app shows Pophie’s System Version, Software Version, update status, or an update prompt.
5. If the update appears stuck, check Wi-Fi first, then compare with a mobile hotspot.
6. Do not power off or restart Pophie repeatedly during an update. Keep her charging and wait for the update to finish.

Pophie supports 2.4 GHz and 5 GHz home Wi-Fi networks and mobile hotspots. Networks that require browser-based sign-in—such as many hotel, campus, office, airport, café, or guest networks—are not supported.

Please check:

1. A phone connected to the same Wi-Fi can access the internet.
2. The network name and password are correct, including capitalization.
3. Pophie and the phone are close to the router.
4. After reopening the app, restart the router and try setup again.
5. Compare with a mobile hotspot kept close to Pophie.
6. If needed, force-restart Pophie once and test both networks again.

If the hotspot works, review the home network’s signal, password, authentication method, and router settings. A factory reset should be considered only for a new Pophie that has not entered regular use, after the action and data impact are confirmed.

When Pophie is received for the first time and completes initial setup and linking, her eyes should normally open immediately after Wi-Fi connects successfully. A poor connection may cause a delay, but it should not exceed one minute. Pophie is ready to use only when her eyes are open and she can hold a conversation.

Please check:

1. Use a phone to confirm that the current network has internet access and a stable signal.
2. Move Pophie to a stronger-signal area and allow startup and status synchronization to finish.
3. Compare with another Wi-Fi network or a mobile hotspot.
4. If Pophie appears in the app, use “Switch network” and test again.
5. If her eyes remain closed, also check sleep, Private mode, and wake status.

Bluetooth turns off automatically about 10 minutes after Pophie connects to Wi-Fi. If the app cannot find her after that, restart Pophie before searching again.

Please check:

1. Bluetooth is on and the Pophie app has Bluetooth permission.
2. The phone is within two meters of Pophie.
3. Pophie is powered on, has enough battery, and the app is up to date.
4. Fully close and reopen the app, then try adding Pophie again.
5. If needed, force-restart Pophie once and test with another phone.

After changing phones or reinstalling the app, an “already linked” message often means you signed in with a different method. Email, phone number, Apple, and Google sign-in may access different accounts.

Please check:

1. Sign out and use the same sign-in method used when Pophie was first linked.
2. Confirm that this is the intended owner account.
3. Family members should use an invite code generated by the owner account to add the shared Pophie.
4. Do not try to link the same Pophie again over Bluetooth from another account. To protect privacy, Pophie will reject another Bluetooth linking attempt after she has already been linked.
5. Save the error message and current sign-in method before trying once more.

For a second-hand Pophie, use the ownership transfer process. If the original account is accessible, complete the transfer and migrate the subscription. If it is inaccessible or cannot be verified, do not use a factory reset.

Birthday celebrations require all of the following:

1. You previously told Pophie the birthday clearly.
2. The local time is between 9:00 AM and 9:00 PM.
3. Pophie can recognize the birthday person.
4. Pophie is powered on, online, and not in a camera-restricted Private mode.
5. Pophie has not already celebrated that person this year, and the app has not already delivered a catch-up greeting.

Pophie will not automatically make up a missed celebration after 9:00 PM.

If Pophie celebrates the wrong person, an empty room, more than once in a year, or after 9:00 PM, record the time, language, Private mode status, and a video.

Use a force restart only when Pophie is unresponsive or remains in an abnormal state. It does not erase her memories. Do not force-restart Pophie during an update.

1. Make sure Pophie is powered on and stable.
2. Locate the restart pinhole marked “R” on the bottom of Pophie.
3. Use a small, blunt, rounded pin or tool that fits the opening. Insert it straight and press once without forcing it.
4. The screen should stay black for 1–2 seconds, then light up with Pophie’s eyes closed as startup begins.
5. Wait for startup to finish, then test the original issue again.

If Pophie does not respond after one attempt, stop pressing the pinhole.

A factory reset clears all information except the subscription. Use it only as a last resort after standard troubleshooting, and never during an update. Do not use it to solve account-access, second-hand ownership, or subscription-transfer problems.

If you are unsure whether a factory reset is appropriate, do not proceed. If one attempt does not resolve the issue, stop and do not repeat it.

1. First complete “Force-Restart Pophie.”
2. After Pophie restarts and is powered on, look directly at the bottom and orient her so the printed “R” is upright and readable.
3. From this fixed viewing direction, locate the first pinhole from the left in the second row.
4. Insert a small, blunt, rounded pin or tool that fits the opening. Press and hold for 5–10 seconds without forcing it.
5. Release when the screen goes black. Wait for Pophie to restart with her eyes closed and return to the initial setup state.
6. Reopen the app and complete Wi-Fi setup and account linking again.