If you plugged in your Color or Basecamp and neither the remote nor in-line controls are working, have no fear! We have a solution.
What to do:
Plug and unplug the Luminoodle from the power supply 5-7 times in a row. If it's the Basecamp controllers that aren't working, be sure to plug and unplug between the in-line controller and the wall/auto adapter so you're ensuring power is being cut off from the controller when you unplug.
Why is this happening?
The Color and Basecamp don't respond to controls when the microcontroller has frozen. Microcontrollers usually freeze due to an inconsistent flow of power. For the Luminoodle Color, this happens most frequently when plugged into a near-dead battery pack or certain, less reliable USB ports. It is less common with the Basecamp. If you're finding the reset didn't work, read on!
What do I do if the above process didn't work or didn't provide a permanent solution?
If you tried the above steps with a charged battery pack (Luminoodle Color) or wall outlet (Basecamp) and the problem persists, or was fixed only temporarily, it's time to fill out our Warranty Claim Form. Unfortunately, you likely received a defective unit (We're so sorry! We'll make it right). When you fill out the form, be sure to mention you tried the above steps so I don't send you an annoying email, asking you to try a solution that has already failed you. Once we see the claim, know you tried the steps and see that you purchased the product within the past year, we'll have a replacement order submitted and an order confirmation sent to you. If you have any questions, please send me an email at firstname.lastname@example.org.