New Board updating Version 36v5, continues to update

divybal

Hello, I just received my new board and have turned it on, taken out the lock, and set the app to connect. However, upon connecting the app says updating to version 36v5 for a long time even though it says it should take 2-3 minutes. I was wondering if there was a way to download version 36v1 or other and begin playing games, because this is taking too long for the update I cannot to do anything!

Anjali

divybal Hi there! We understand your issue has been resolved. Wish you a great time with the board! 🙂

f1tremblay

I have the exact same issue. Brand new board. The app is stuck at updating and nothing happens. We were excited to get the new board and we can not get it to work. So disappointing. I have been struggling to find a solution. I read all the blogs, FAQ, etc. Could not find any helpful information. Please help

Anjali

f1tremblay hi there, kindly request you to please write to us via the in-app chat support and we will assist you. 🙂

gregoryrutchik

Was this ever resolved? I have same problem. Just got the board. What is the solution?

gregoryrutchik

gregoryrutchik self resolved.

priyal

Hey gregoryrutchik, Glad to hear your issue is resolved. Do let us know if you need any other assistance. Thank you 😊

yaakemarosesr

gregoryrutchik

gregoryrutchik Hello I just have had my board for a week now ,I seen your post that you were having issues with the update , I have been through hell trying to get mines to work can you please give me some advice on what to do ,I can’t get past updating firmware or the grinding noise .

artsyguy209

what was the solution!?

gregoryrutchik

artsyguy209 i literally turned off app and board. Turned board on without app on. Put pawns on a1 and h1 and pushed down. The board reset. Then turned on app and voila

artsyguy209

what was the solution!?

artsyguy209

gregoryrutchik thank you for the reply, but i am still trying. do you press both at the same time? also when i press a1 3 times it does something weird.

artsyguy209

artsyguy209 if i hold a1 or press it 3 times it beeps repeatedly

priyal

Hey artsyguy209, We are sorry to hear that you are facing issues with the board.

Please switch on the board after removing the shipping lock which is located at the bottom of the board. Open the Square Off app and click on connect, the app will prompt you to turn on the Bluetooth, click on Allow and click allow to use the location permission as well, and then click on connect on the main screen.

Once the board is connected with the app you will hear 3 beeps.

Please let us know if you hear the mechanism inside the board moving.

Please let us know if the white pieces are placed on the logo side of the board. Did you press on the box before lifting the piece and then press again when placing the pieces.

We request you to kindly share the email address you use while logged into the Square Off app so that we can check the error logs.

Also, we request you to please share a video with us at hello@squareoffnow.com right from the start of switching on the board and playing a game so that we understand the problem and advise further.

You may add the video to a dropbox or google drive and then share the link here with us at hello@squareoffnow.com.

Thank you 🙂

artsyguy209

priyal There is movement but I cannot update.

Here is pressing a1 3 times or holding it

https://www.dropbox.com/s/h9x22b3o6863zfe/20210415_064757.mp4?dl=0

I would show you another video of update process but I need 2 phones to record and connect.

https://www.dropbox.com/s/9xvm9mkl2k1xt0j/Screenshot_20210415-064951_Square%20Off.jpg?dl=0

artsyguy209

priyal when trying to update, the board beeps, moves a bit and then repeats.

priyal

artsyguy209 Really sorry for the problem you are facing. Give us sometime to look at the video you have shared with us and get back to you. Requesting your patience in the meanwhile 🙂

artsyguy209

priyal artsyguy209@gmail.com is the email used.

artsyguy209

Here is proof my board moves
https://www.dropbox.com/s/31hexa2mu8fbagn/20210415_134753.mp4?dl=0

priyal

artsyguy209 Thank you for sharing, we will look into your problem and get back to you. Thank you 🙂

priyal

Hey artsyguy209, We have sent you an email and we request you to check the same. Thank you 😊