Luxafor Switch Troubleshooting

Before you reach out to our technical support for any assistance please make sure you have proceeded with the basic troubleshooting steps as described below:
  1. If your Switch Cube is not connecting/cannot find the Dot:
    1. Device version that starts with 01 or without version nr. (you can find the version number on the carton package next to the bar code) -  shortly press the button at the back of the Cube unit (green running pattern will be indicated).
    2. The version that starts with 03 (you can find the version number on the carton package next to the bar code) - press and hold the button at the back of the Cube unit for 10 sec (green running pattern will be indicated).
  2. Allow the connection to establish for 2 minutes. If the connection is not successful try turning the Cube off and on again.
  3. Check if the Dot is working properly - insert the Dot in any other USB port that provides electricity and see if the Dot blinks once with a blue light. If possible, wait for 2 minutes to see if the Dot establishes a connection with the Switch Cube.
  4. Check if the Power Bank is working properly.
  5. If your Switch Cube does not start, attach it to the USB charging cable and see if the cube reacts. Sometimes if the Switch cube is heavily drained, it may take up to 20 minutes to react. 


How to report issues

If the troubleshooting steps did not help and the issue still persists or your issue is very specific, please follow the guidelines below to report the issue in a way that will allow us to resolve it ASAP.

In the contact form (accessible by pressing "Contact Us" below or "Contact" and the top right corner of the window):

  1. Please provide your name and company (if applicable);

  2. In the "Message" space please describe the issue with as many details as possible. The description should include (but not limited to) answers to the following questions: 

    1. Was the purchase made on our online shop or on Amazon? 

    2. Is this a physical or a software issue? 

    3. Which troubleshooting steps you have made already? 

    4. If this is a software issue - which OS you are using? 

    5. Your order number (if applicable) and date;

  3. Please provide any physical evidence (print screens, pictures, videos) where the issue can be seen clearly. If the report is about a connection, a video should be taken on how the device reacts exactly at the moment of the connection. If the issue involves both Luxafor software and Luxafor hardware - both parts should be clearly seen in the video in a way that best describes the issue.

Please note, that upon necessity we might ask additional questions to clarify the details of the situation. Your cooperation and patience during the investigation process are much appreciated!

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