❔First of all, we invite you to identify the model of your Storyteller, by consulting this article of our FAQ.
👉 If you have the Lunii-3 model, go to this section of our FAQ.
👉 If you have a Lunii-1 or Lunii-2 model, please read on:
First of all, check that your Storyteller is sufficiently charged. You also need to be logged in to your Lunii account on the computer application, and the Storyteller must be switched on.
If your device is still not detected, check that the USB logo is displayed continuously on the screen when the Storyteller is plugged in.
If the USB logo is not displayed continuously :
try connecting the device using another cable that allows data transfer.
👉 If you own a Storyteller model Lunii-2, you'll need a USB-C to USB cable.
It's also a good idea to try connecting it to another USB port on your computer, or to another computer, to find out whether the blockage is coming from the cable used, the computer or the Story Factory itself.
If the USB logo is displayed continuously
but your device is not detected by the application, check whether it is detected by your computer as a USB drive would be.
👉 If the Storyteller is detected by your computer, you can format it. See this article for how to do this.
👉 If the Storyteller is not detected by your computer, try connecting it with another cable that allows data transfer.
It's also a good idea to try connecting it to another USB port on your computer, or to another computer, to find out whether the blockage is due to the cable used, the computer or the Storyteller itself.
🕵️♀️ If, despite your various tests, your Storyteller is still not detected, please contact us, indicating the tests carried out and any details you feel are important so that we can help you find the solution.
For example: the LED is on/off, there's play in the USB port when the cable is plugged in, whether you were able to test with other cables/computers or not...)